It’s 8 pm. The manager has gone home. What happens next?
A customer has a problem the script doesn’t cover. Does the person on shift know what they can decide? Who can help? Will someone back a reasonable decision tomorrow?
That is where I want to understand your business: in the moments when your team has to make it work.
Sales conversations, service recovery, branch standards and manager capability. I help turn the customer experience you want into something the team can deliver.
A retail view of your online store: how customers find a product, decide to buy, get help and come back. We start by examining where the experience needs attention.
Less repetitive administration and clearer information. Depending on the problem, that could mean a reporting workflow, an incident tracker or an assistant for routine enquiries.
A customer needs help choosing a unit. A renewal prompts a difficult conversation. A site manager is trying to keep the team, the accounts and the building running well.
I bring direct self-storage operating experience to those questions. We can examine how your sites handle enquiries, retain customers and keep everyday work under control.
18 facilities
My operations remit as Head of Operations at StorHub Singapore.
Previous employment, separate from Mayne & Loh consulting engagements.
Review response times, qualification, unit recommendations, site visits and follow-up. Identify where the sales conversation stalls.
Give customers a reason to stay.
Examine renewal communication, pricing explanations and service recovery, alongside what customers tell you when they leave.
Make good practice consistent.
Set clear sales and service expectations, practise difficult conversations and equip site managers to coach their teams.
Keep the everyday work visible.
Review overdue-account follow-up, inspections, incidents and outstanding actions, with clear ownership and escalation.
See what needs your attention.
Bring occupancy, enquiry conversion, retention and site performance into a management view that supports decisions.
Already using Shopify?
Your online store is part of your customer experience.
I bring a retailer’s perspective to the whole journey: the questions a shopper asks, the confidence they need to buy and the service they receive afterwards.
We can review what needs improving, then agree the right mix of content, process, automation and specialist support.
“Richard was able to sit down with me and go right through my business, pointing out areas where I can grow and helping me understand every aspect affecting my top and bottom line.”Mareesa Richards Business owner · Catering · Melbourne
Historical client feedback. Richard’s previous operating roles are described separately on the About Richard page.
What happens when you get in touch?
Start small. Be clear about the work.
01 · FIRST CONVERSATION
Tell me what is happening.
We discuss the problem, the people involved and what you have already tried. Then we decide whether there is a useful next step.
Free, with no obligation.
02 · PAID DIAGNOSTIC
Find out what needs to change.
We examine the work, the information and the customer journey. You receive priorities, a proposed scope and measures for judging the result.
Typically 1–2 weeks. Scope and fee agreed first.
03 · IMPLEMENTATION
Make it work with your team.
Put the agreed changes into practice, test them and make sure someone owns the process. Training and handover are part of the work.
Focused builds typically 4–6 weeks, from S$15,000. Exact scope and price agreed before starting.
Richard leads the diagnosis and direction. Specialists support defined parts of delivery where needed. Smaller reviews and Shopify work are scoped separately.
Take a moment to check
How does your customer experience hold up?
Five questions about ownership, feedback, consistency, the customer journey and commercial results.
About 90 seconds. No email required. This is a self-assessment to start a conversation, not a formal audit or benchmark.
Your answers stay on this page. The WhatsApp button opens a draft with your score and category; you choose whether to send it.
A few practical questions
Before we speak.
Will I work directly with Richard?
Yes. I lead the first conversation, diagnosis and direction of the engagement. Where a project needs specialist development, design or other support, we agree who does what.
Do we have to replace our existing systems?
We start with what you already use. The diagnostic helps establish whether the issue is the system, the process around it or the information people need to do the job.
Can we stop after the diagnostic?
Yes. It is a defined piece of work with an agreed fee. Its recommendation may be to implement, solve the issue internally or leave a larger project for later.
What about access, ownership and ongoing costs?
Before a build, we agree the access required, who owns the deliverables and who will support them. Platform subscriptions, licensing and optional support are identified in the scope.
Let’s start with your business
What would you like to work better?
Tell me what is happening. We can work out whether a conversation, a review or a more focused piece of work makes sense.
