For locally owned businesses in Colorado Springs and surrounding areas
Develop your people. Keep the people you develop.
Serve Business Consulting runs two on-site programs: Background Leadership for the managers you've just promoted, and The SERVE Process for customer service that sticks across your whole team. Both are built on the same belief — training that ends when the session ends isn't training. It's a start.
Delivered on-site at your location · Led by Keith Hessel, Customer/Employee Retention Specialist
"Keith was very clear and used real, applicable examples to help bridge the gap from transactional client interaction to personal and empathetic understanding. I recommend investing in this training to empower them to SERVE!"
Two programs. One goal.
One builds the leaders. The other builds the customer experience. Most organizations eventually run both — but you can start wherever the pain is loudest. And when you want ongoing executive support — or support on its own — Fractional CXO services fit.
Program 1 · For managers
Background Leadership™
A leadership training plus six individual coaching sessions for newly promoted managers, managers in high-turnover positions, and owners preparing to hire their first people leader.
- • One initial training, then six coaching sessions
- • Personality-style assessment + personalized Leadership Action Plan
- • Weekly sessions, on-site, weeks-to-months timeline
- • Individual manager development from $2,450
Program 2 · For the whole team
The SERVE Process™
A 24-week customer experience development program: four progressive trainings with a six-week Habit Builder between each one, so the habits actually stick.
- • Four stages that build on each other
- • Six-week Habit Builder after every training
- • Team-wide, delivered on-site, adapts to your structure
- • Full process spread across six monthly payments
Ongoing · For leadership teams
Fractional CXO Services
Part-time executive leadership for your customer and employee experience. Advisory, partnership, or deeply embedded support — remote nationwide, on-site by package.
- • Three levels of support, from $1,500/month
- • Builds on the programs — or stands alone
- • Strategic guidance, coaching, and accountability
- • Your leaders keep day-to-day control
How the two connect
Background Leadership develops your managers. The SERVE Process takes that same leadership discipline and extends it across the whole customer experience. Many organizations start with one and graduate into the other — whichever fits your team's next step.
Program 1
Background Leadership™
Your best employees don't automatically become your best managers. A promotion changes more than someone's title — suddenly they have to support employees, address performance concerns, mediate disagreements, and decide when to step in or delegate.
Newly promoted managers
Make the transition from doing the work to leading the people who do it — with a clearer approach to feedback, trust, accountability, and employee growth.
Managers in high-turnover positions
Build better habits for difficult conversations, employee conflict, performance concerns, and day-to-day leadership.
Owners preparing to hire
Build your leadership approach before employee management becomes another problem competing for your time.
Leadership development that continues after the training
Step 1
Start with the foundation
An initial Background Leadership training establishes a shared understanding of leadership, employee support, communication, and accountability.
Step 2
Apply it through six coaching sessions
Work through actual management situations: employee communication, conflict resolution, performance concerns, emergency prioritization, and leadership planning.
Step 3
Put your plan into practice
Complete a personalized Leadership Action Plan that captures your leadership priorities and the practical steps you'll carry forward.
Step 4
Keep developing
After completing the program, participants can continue with management coaching — or the organization can move into The SERVE Process for the wider team.
Schedule & delivery: On-site at your location is preferred. Coaching sessions are generally weekly — never more than one month apart. The seven-session program can run over several weeks or extend across several months, depending on your schedule.
Investment: Individual manager development starts at $2,450. Multi-manager organizations get tailored pricing — one shared initial training, individual coaching per participant, billed in installments across the program.
"The Background Leadership 101 training is great. It highlights the importance of customer service and how to support the staff that is on the frontlines. Something that would be great for everyone who needs to improve soft skills!"
"Keith's guidance was timely, effective and professional."
Replacing an employee can cost up to 2.5X their salary. Developing the manager they report to costs a great deal less.
Ask about Background LeadershipProgram 2
The SERVE Process™
A 24-week customer experience development program: four progressive trainings with a six-week Habit Builder between each one. Your team doesn't just hear the training — they practice it, apply it, and keep it.
Training that becomes everyday habits
Most customer service training is a single event. Everyone leaves motivated — and a few weeks later, the difficult customer shows up and old habits return.
The SERVE Process is built differently. It moves your team through a deliberate progression: training, application, reinforcement, and advancement.
The goal is to move beyond a single training event and support consistent application in the workplace.
Four stages. Six-week Habit Builders between each.
Stage 1
It's a BLAST to SERVE
Build the foundation. Your team learns the basics of SERVE and the BLAST de-escalation method: Believe. Listen. Acknowledge. Solve. Thank.
Stage 2
SERVE-ing With Joy
Build consistency. Recover from negative interactions — without letting one difficult customer affect the next one.
Stage 3
SERVE-ing With Unity
Break down silos. Customers experience one organization, not separate departments. Every team sees its role in the full customer journey.
Stage 4
SERVE-ing With Integrity
Protect trust and policy. Support your team in knowing how to say "no" to a customer — serving well without overpromising.
Between each stage: the Habit Builder
Six weeks of check-ins with your employees or department managers after every training. They apply the techniques, talk through real situations, and keep the new habits consistent.
The goal is simple: don't just teach it. Make it stick.
The four trainings are stages of one process, not stand-alone sessions — and organizations that commit to the full 24 weeks can spread the investment across six monthly payments.
Ask about the SERVE ProcessOngoing support
Fractional CXO services
Executive-level customer experience leadership — without a full-time CXO. ServeBC helps your leadership team translate customer and employee feedback into stronger service standards, better management practices, and measurable retention priorities.
Available nationwide by remote, with on-site support based on your package and needs. It also works on its own — a previous program is not a prerequisite.
From $1,500/month · ~6–8 hrs
CXO Advisory
Focused strategic guidance for business leaders who need a clearer direction, practical recommendations, and regular accountability.
- • One scheduled strategic meeting per month
- • Review of agreed customer, employee, or operational KPIs
- • Prioritized recommendations and documented action items
- • Limited follow-up between scheduled meetings
- • Quarterly review of progress and priorities
Initial commitment: 3 months
From $3,000/month · ~12–16 hrs
CXO Partnership
Ongoing strategic and management support for organizations working to improve performance, strengthen leadership practices, and make customer and employee experience more consistent.
- • Two scheduled leadership or strategy meetings per month
- • Monthly KPI and performance review
- • Management coaching and leadership accountability
- • Review of selected customer journeys, handoffs, or processes
- • Monthly progress review and updated action priorities
Initial commitment: 6 months
From $5,000/month · ~20–28 hrs
Strategic Leadership Partnership
More involved executive-level collaboration for organizations managing multiple priorities, departments, or significant customer experience and operational improvements.
- • Weekly leadership collaboration
- • More extensive KPI and performance analysis
- • Strategic oversight of agreed improvement initiatives
- • Leadership accountability and cross-department coordination
- • Quarterly planning and review of organizational priorities
Initial commitment: 12 months
Published prices are starting rates, not guaranteed quotes — the final monthly fee depends on the agreed scope, complexity, and level of involvement. ServeBC provides guidance, coaching, and accountability; your leaders stay responsible for day-to-day operations, decisions, and implementation.
Ask about Fractional CXO supportNot ready to start a program?
That's a fair place to start. Two lower-commitment ways in.
Free Retention Calculators
Three quick calculators with a free report emailed to you: what employee turnover is costing you, what customer churn is costing you, and the Rave Report™ — how many of your customers are actually raving about you.
Try the free calculatorsThe eBooks
At Your SERVE-ice (the SERVE Method™ in book form) and the Background Leadership™ eBook — both on your own schedule.
Fair questions
Which program should we start with?
If the loudest pain is in your managers — new promotions, difficult conversations, turnover on a specific team — start with Background Leadership. If the pain is in the customer experience across your team, start with The SERVE Process. If you're not sure, that's exactly what the first conversation is for.
Can we run both programs?
Yes, and many organizations eventually do. Background Leadership develops your managers first, and The SERVE Process extends the same discipline across the wider team. They're sequenced so the tracks reinforce each other rather than compete for the same people's time.
Is everything delivered on-site?
On-site at your location is the default for both programs — Serve Business Consulting is built around in-person work in Colorado Springs and surrounding areas. Schedules flex: Background Leadership sessions are generally weekly and never more than a month apart, and the SERVE Process adapts to your size and structure, including running Habit Builders by department.
What does it cost?
Background Leadership starts at $2,450 for individual manager development, with tailored pricing for multi-manager organizations. The SERVE Process investment depends on the size and structure of your organization, mainly the Habit Builder portion, and can be spread across six monthly payments. The programs are built to fit the organization rather than forcing every business into the same package.
What happens after each program ends?
After Background Leadership, participants can continue with management coaching — or the organization can move into The SERVE Process. After the SERVE Process's 24 weeks, ServeBC can help leadership evaluate what changed and what needs attention, including ongoing Fractional CXO support if you want it.
Can we start with Fractional CXO support?
Yes. Fractional CXO services are available as a standalone service — a previous program is not a prerequisite. If you've completed Background Leadership or The SERVE Process, that work is accounted for when defining the scope. And the best starting point depends on what you need to accomplish: some organizations begin with a defined assessment or strategic project before deciding whether ongoing support makes sense.
Let's talk about your team.
I'll be upfront: this page exists because I'd like to start a conversation.
Tell me a little about your business and what you're trying to solve — whether that's a manager who's just been promoted, or a customer experience that needs to stick. I'll get back to you personally.
No pressure, and no need to decide anything now.
Keith Hessel · Serve Business Consulting LLC · 719-301-4852