Services
One Method.Every scale.
Start where you stand. Map your journey. Learn the practice. Apply the Method.
01Start where you stand
Start here.
The Diagnostic tells you where you stand today. Step One hands you the whole first Step of the Method. The three guides go with you: the Ask, the Reply and the Complaint.
Your online reputation is built on what you deliver; not what you intend.
The Reciprocity Method™
The Diagnostic
Reputation Diagnostic
Ten questions, your practice stage, and your weakest habit.
You stop guessing where you stand.
Take the DiagnosticThe guides
Free, and written for the person at the counter: three moments every business meets, handled the Method’s way, and the whole first Step of the Method.
The Ask
How to ask customers for reviews
Ask every customer the same way, right after your team’s best care, without pressure.
Read the guide
The Reply
How to respond to reviews, good and bad
Reply to every review and write for the next reader, with three sample replies to adapt.
Read the guide
The Complaint
How to handle customer complaints
A complaint is a burden your customer wants help carrying. Six steps to settle it and stop it returning.
Read the guide
The Ten Steps
Step One
The finding, the arithmetic underneath it, and the substitution that corrects it. Complete, not a sample.
The first thing you’ll want to stop doing on Monday.
Read Step One02Map your journey
Have it read.
The Relationship Equity Action Plan and the Deep Diagnostic Review chart the path you cannot do yourself: they supply your public record the way the world reads it, and identify where the equity is strong and where it leaks.
If you don’t have confidence in your diagnosis, your customers won’t have confidence in your prescription.
The Reciprocity Method™
Have it read
Relationship Equity Action Plan
R.E.A.P.Your public reputation record analyzed: where equity is strong, where it leaks, and the plan for this week, this month, and the quarter after it.
The part you can’t see about yourself, read back to you.
See the Plan
Have it read
Deep Diagnostic Review
DDRThe diagnostic taken all the way down: the full equity map and the leak diagnosis, personalized for you and your team.
Everyone in the room leaves holding the same picture.
See the Review03Learn the practice
Learn it.
The practice itself, written down for the people who run it: the full Method, the words for the moments that matter, and a monthly issue that keeps it from drifting.
The Ten Steps
Four sizes, because a single owner and a twenty-five-person operation do not need the same thing. Each one adds seats and adds instruments. None of them is a tool you rent. Each Step opens when it’s ready: no countdown, and no waitlist theater. Tell us where on the ladder you are, and we’ll notify you when it releases.
Field
$49
One person
The 2026 Edition, plus the Scoreboard Substitution worksheet and the clean-ask script card.
One person can run it, starting the day it arrives.
Notify me
Crew
$99
Up to five seats
Field, plus a license up to five seats and the four-metric tracker.
Your team stops improvising and starts repeating.
Notify me
Team
$249
Up to twenty-five seats
Crew, plus a license up to twenty-five, the manager objection pack, and the service-close install.
Managers stop guessing whether it’s happening.
Notify me
Operator
$799
Up to twenty-five seats, with us once
Team, plus the recorded walkthrough, the Review Integrity self-audit, and a live intro and Q&A with the team, by video.
The room hears it from us once, then owns it.
Notify meThe Phrase Systems
Two card systems, one practice, both the Method. Each card names the situation, what not to say, what to say instead, and why it works.
For the frontline
The Frontline Phrase System
For anyone who answers the customer. Nine moments customers remember, one card each.
See the Frontline cards
For the people who lead them
The Leadership Phrase System
For anyone who leads a team. Nine conversations a team remembers, one card each.
See the Leadership cardsThe Newsletter
The Method delivered monthly: field notes and the small corrections that keep a practice from drifting. Every issue closes with where the ladder stands.
The Newsletter
The Reciprocity Method™ Newsletter
One real problem each month: what it is, why it costs you, and the evidence behind it.
Read the newsletter
The Newsletter
Premium
The fix: the frontline move that closes the problem, and a tool to put it to work.
Go Premium04Apply the Method
Install it.
Some organizations don’t need to be convinced; they need the work done, with them. The Sprint is that engagement, scoped to the building, the teams, and the timeline.
Install it · By arrangement
The Sprint
Implementation, with you. For when the decision is made and the work is the point.
Start a conversationComing
The Book.
The Book Series
The flagship text
The philosophy, the loop, and the practice in one place, with a series to follow, each volume mapped to a layer of the Method.
Hear it firstWe don’t send the ask
The ask is a moment between your person and your customer. Outsourcing it to software is how it stops being real.
We don’t write your replies
If we answer your customers, the voice answering them isn’t yours. We’ll teach the reply. We won’t be it.
We don’t set a target
No count to hit, no rating to reach, and no dashboard from us that sets one. A target on the outcome changes the service.
We don’t choose who’s asked
Everyone you served gets the same invitation, the same way. Deciding who gets asked is where honest programs quietly stop being honest.
The boundary
What we won’t do.
This is the part most of this category leaves out, and it is the part that should decide whether you work with us. There are things the Method doesn’t do that you can buy elsewhere, and the reason is the same every time. They sell the number instead of the practice, and the number does not survive an audit or a customer relationship.
The Method measures the four things you actually control: Ask Coverage, Moment Fidelity, Reply Rate, and Resolution Rate. Measure the uniformity of the practice; never the volume of the outcome.
Not sure where to start?
Start with ten questions.
Free. Your practice stage and your weakest habit, in plain words.