Most guest experience problems aren't a mystery. You can see them. You can probably name them. What's harder is knowing exactly how to fix them in a way that actually sticks.
That's what The Friction Fix is being built to solve.
What it is
The Friction Fix is the paid follow-up to The Quiet Cost of Friction. Where the free guide teaches you to see friction clearly, this one walks you through how to fix what you find and build the systems that keep it from coming back.
It's designed for people who work in guest-facing organizations and want to stop reacting to the same problems over and over. Not a list of tips. A repeatable, structured approach you can apply to your own space and return to whenever a new problem surfaces.
What's inside
Without giving everything away before launch, here's what you can expect:
- A diagnostic framework for identifying not just where friction shows up, but why it persists. Most fixes fail because they treat the symptom, not the system. This product is built around that distinction.
- Practical exercises and worksheets you can complete with your own organization in mind. The goal is application, not theory. You finish with tools you can actually use, not just ideas you read once and forget.
- A structured walk-through of how to design systems that prevent friction from coming back. Built on patterns I've seen work across museums, zoos, theme parks, and arts organizations.
- Worked examples drawn from real attractions, real problems, and real fixes. So you're not just reading about the work, you're seeing how it actually gets done.
Who it's for
You'll get the most out of The Friction Fix if you work in a museum, zoo, theme park, cultural center, hospitality business, or any organization where guests show up and you're responsible for what they experience. Whether you lead a team, work the front lines, or sit somewhere in between, this is built for people who care about the guest experience enough to want to fix what's broken rather than just live with it.
If you've already read The Quiet Cost of Friction, this is the natural next step. If you haven't, you can still benefit from this product without it. The Friction Fix stands on its own.
Why join the waitlist
Waitlist members get three things when the product opens:
Early access — You'll be notified before anyone else when The Friction Fix is available to buy.
A launch discount — A meaningful discount off the full launch price, available only to people on the waitlist.
The chance to shape it — I'll occasionally email waitlist members with updates and questions while I'm building. Your feedback genuinely affects what ends up in the final product.
What signing up means
Joining the waitlist means you'll get my weekly newsletter while you wait. One behind-the-scenes story every Tuesday about how guest experiences actually work, with something practical you can use that week.
When The Friction Fix is ready later this year, you'll be the first to know. No spam. No pressure. Unsubscribe any time.