Less reading. More doing.
18 free worksheets, checklists, and scripts for the problem in front of you. Open a tool in the workbook, or read its companion guide when you need context. No account or email required.
The tool library
Customer experience
Customer Journey Map — A worksheet for mapping every stage a customer moves through, from first contact to after the sale.
Open worksheet · How to map your customer journey
CX Friction Audit — A checklist that walks you through each touchpoint looking for the small frustrations that cost you customers.
Open worksheet · How to find friction in your customer journey
First-Impression Audit — A worksheet for grading the very first thing a prospect sees or hears from you, before they decide whether to keep going.
Open worksheet · Customer Experience hub
CX Priority Scorecard — A scoring worksheet that ranks your customer-experience problems by impact and effort, so you know what to fix first.
Open worksheet · Where to start improving your CX
Positioning
Positioning Worksheet — A set of prompts that turn a vague sense of being different into one clear, honest positioning sentence.
Open worksheet · How to write a positioning statement
Competitor Analysis Template — A structured grid for studying rivals fairly: what they offer, who they serve, and the gaps you can credibly own.
Open worksheet · Competitive Strategy hub
Competitive Differentiation Worksheet — A worksheet for pinpointing what you genuinely do better and translating it into language customers care about.
Open worksheet · Competitive Strategy hub
Offers
Offer Packaging Worksheet — A worksheet for turning a messy, custom-quoted service into one or more clear, buyable packages.
Open worksheet · How to package a service into an offer
Service Page Template — A page outline that lays out every section a service page needs to answer a buyer's questions and earn the inquiry.
Open worksheet · How to improve your service page
Quote-Intake Checklist — A checklist of everything to gather before quoting, so estimates are accurate and you stop chasing missing details.
Website
Homepage Trust Audit — A checklist for grading whether your homepage answers the questions a first-time visitor needs answered to trust you.
Open worksheet · Website Experience hub
Website Friction Audit — A checklist that walks your site as a visitor would, flagging the dead ends and confusing steps that lose conversions.
Open worksheet · How to diagnose a website conversion problem
Onboarding & support
Customer Onboarding Checklist — A step-by-step checklist for the "after they say yes" period, so new customers feel guided instead of abandoned.
Open worksheet · How to build a customer onboarding process
Service Recovery Email Templates — A set of email scripts for responding when something goes wrong, written to repair trust rather than dodge blame.
Open worksheet · Onboarding & Support hub
Retention & reviews
Customer Follow-Up Sequence — A worksheet for planning the messages that keep you in touch after the job is done, so customers come back and refer.
Open worksheet · How to build a customer follow-up system
Review Request Script — A script for asking customers for honest reviews, written to follow FTC guidance: no gating, no incentives for positive reviews.
Open worksheet · How to ask for reviews ethically
Operations
SOP Template — A fill-in template for documenting a repeatable process so anyone on your team can run it the same way every time.
Open worksheet · How to write an SOP
Customer Feedback Survey — A short, ready-to-send survey for learning what customers actually think, with questions designed to get honest answers.
Open worksheet · Operations hub
Use one tool well
Choose the tool for your current problem. Work from observed customer behavior, mark assumptions, and finish with one action, one owner, and one way to tell whether it helped. You can adapt these tools for your business and client work; please do not resell them as a template pack.
Need help choosing?
Find your starting point · Read the library guide · Open the complete workbook