Your customers already know something is wrong - do you?
I've spent 30 years in the gap between "what the business thinks is happening" and "what's actually happening to the customer"
I find where trust is leaking out of your business — and I fix it. No jargon, no away-days, no 40-slide deck. Just someone who treats a broken customer journey like a crime scene until every clue is accounted for.
Why Call Me?
Because I don't just look at what's happening on the surface. I look at what's happening underneath it.
I've spent my career noticing what happens to people when systems don't work. When customers keep asking the same questions. When staff are constantly firefighting. When managers think everything is fine because the people at the front are quietly holding it all together.
I look at the whole picture.
Your customers. Your staff. Your communication. Your process. Your training. Your systems. And, the gaps between them.
I'll listen to the people doing the work, because they're often the ones who know exactly where things are going wrong. I'll listen to your customers, because they'll tell you where trust is being lost. And I'll ask the questions that might not always be comfortable - but need answering.
No complications, just the simplest way to make things work better.
Because your staff shouldn't have to spend their days apologising for problems they didn't create. Your customers shouldn't have to chase for information you could have provided. And your managers shouldn't have to keep firefighting the problems on repeat.
I'm here to find out what's going on and why. Tell you the truth about it and help fix it. No 50 page document you'll never read, practical fixes that can be implemented to save time, frustration and stress no one needs.
Because fixing the problems that keep coming back gives your team something incredibly valuable back: Time
Time to do the work that actually matters. Time to focus on your customers. Time to breathe. And, ideally, time to finish work and go home without taking the day's chaos with you.
I am currently offering a limited number of introductory audits while I build Front Door Energy's client portfolio.
Every business is different, so I'll agree the scope with you before we begin.
The Audit - from £750
I'll look at your customer journey from the outside in and then from the inside out.
I'll listen to your staff, look at your communication, and see what your customers are saying.
I'll find the gaps, the friction where trust starts slipping and give you a clear picture of what I've found and where to look next.
The Fix - from £1,500
Stop firefighting. Start fixing.
Once we know what's really going on, we work out what needs to change, then we make it happen.
I'll help you put practical solutions in place, from clearer communications and better processes to staff training, onboarding and systems that keep everything moving.
The goal? Less chaos. Less unnecessary work. Happier staff. Better experiences. And a business that starts being proactive instead of constantly reacting.
The Partner - from £750 per month
Things change. People change. Businesses change. And the things we fix today can quietly creep back in tomorrow.
As your ongoing partner, I'll keep an eye on what's happening, listen to your staff and customers, and help you stay ahead of problems before they become firefighting exercises.
Think of me as your outside eyes and ears, there when you need an honest view, fresh perspective or a straight answer.
Signs you already know you need this
- Your team is firefighting the same complaint, different customer, week after week.
- An audit or inspection is coming and you're not confident what it'll find.
- Customers are leaving quietly — no complaint, just gone — and nobody can say why.
- Your "process" lives in three people's heads and one spreadsheet nobody trusts.
- You've had a bad review, a compliance flag, or a near-miss, and you know it wasn't a one-off.
If any of that landed, you don't need convincing. You need someone to start pulling the thread.
[Let's talk about what's actually going on]
About Front Door Energy
I'm Louise. I fix the stuff nobody else wants to look at.
I'm a Yorkshire lass, and I don't do office politics. Never have. I care about one thing: how you treat people. If that makes some managers nervous, that's usually because I've just found the thing they'd rather I hadn't.
I've spent thirty years in the gap between "what the business thinks is happening" and "what's actually happening to the customer" — hospitality, e-commerce, education, and healthcare. Different industries, same pattern every time: good people, decent intentions, and systems quietly letting customers, patients or communities down while everyone's too busy to notice.
I notice. I'm neurodivergent, and I treat a messy process the way a detective treats a crime scene — every inconsistency gets pulled apart until I know exactly where it broke and why. Then I fix it. Here's what that's looked like in practice:
- Audited patient records at a healthcare clinic and found the majority didn't meet the standard needed to safely prescribe. Fixed the process, not just the file.
- Took a clinical compliance audit from a standing start to full compliance within three months.
- Named Customer Service Professional of the Year across the medicinal cannabis industry.
- Ran customer service, community and social media for a CBD business with a 10,000-strong customer community, keeping it at a 4.7 Trustpilot rating throughout — and built genuine brand relationships along the way, including with stunt performer Rick English (Batman, Mission Impossible).
- Took over a failing café and turned it into the top-rated restaurant on TripAdvisor in Scarborough — and kept it there for three years running — on service and word of mouth alone.
- Worked one-to-one with school refusers to bring attendance from near zero back up to full-time, through listening and guidance rather than enforcement.
I've done this inside a corporate structure and outside one, front of house and behind the scenes, with vulnerable families, brand partners and regulators all watching. The setting changes. The method doesn't.
Connect with Front Door Energy
Our base in Scarborough
Scarborough, United Kingdom
Email: hello@frontdoorenergy.co.uk