Your business shouldn't need you in it to run properly. Moonshot Ops builds the operating systems that let wellness retailers grow, hand off and eventually sell, without the owner holding the whole thing together.
For retailers in hot tubs, swim spas, saunas, cold plunge, massage chairs and outdoor leisure, across showroom, service, installation and e-commerce.
Revenue hides a lot. Most wellness retailers I meet are growing and still losing money in places nobody is watching, because the business outgrew the way it's run.
Most of it leaks at the handoffs: between marketing and sales, sales and operations, operations and service.
Underneath every handoff: technology. When systems don't share information, every handoff depends on someone remembering to pass it along.
Nobody can tell you what a service call actually costs once you count drive time, the second visit and the part that wasn't on the van. So service gets priced on what feels fair, warranty work absorbs technicians who should be earning, and the department is treated as the price of selling hardware.
Your strongest closer has a method nobody has written down. Your best technician knows which customers need handling. When either one leaves, the knowledge leaves with them, and performance swings by person and by location.
Leads arrive on a schedule that has nothing to do with whether the showroom can work them or service can deliver the install. Spend can't be traced to revenue, so every budget decision is a guess.
Customer details live in one place, quotes in another, service history in a third and online orders in a fourth. Every handoff means someone retyping information, and nobody can see the full picture of a customer, a lead or a location.
Most owners recognize two or three of those. The assessment tells you which ones apply to you and how far behind each area is. About three minutes, and no email needed to see your score.
Operations
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Apollo wasn't won by the rocket. It was won by the room full of people who knew what every reading meant and what to do when one drifted. Every engagement follows the same three phases, whether we're fixing one department or all three.
Find the real numbers.
What a service call actually costs, how fast leads get a response, where margin leaks between departments. Most owners have never seen these figures side by side.
You getA written diagnostic and a twelve-month roadmap.
Install the systems, one lever at a time.
Pricing that reflects true cost, a sales playbook every location runs, dispatch that respects drive time, a marketing calendar tied to what the business can deliver.
You getDocumented processes your team actually uses.
Make it run without you.
Managers trained to make the calls you used to make, KPIs reviewed on a weekly rhythm, and drift caught in days instead of quarters.
You getA business that holds its shape when you step back.
Take service. A call that looks profitable on the invoice rarely is once drive time, a return visit, parts and admin are counted. The same pattern shows up in sales follow-up, marketing spend and every other area the diagnosis covers: the business is busy, and the real numbers are somewhere nobody is looking.
Illustrative, not your numbers. Working out your real figure is usually the first thing we do together, and it is usually the moment the pricing conversation changes.
Most consultants fix one area and let the other two undo the work. Marketing floods a sales team that can't follow up. Sales books installs service can't deliver. The Flight Plan covers all three, and the technology underneath them, because I've owned all of it.
What changes: a known cost per hour, a price book that reflects it, and a weekly review where drift shows up early.
What changes: new hires reach competence on a schedule, and follow-up happens because the system runs it.
What changes: you can say which channel produced which sale, and cut or double accordingly.
Systems should carry the process so your people don't have to. I implement Salesforce and AI tools for wellness retailers, configured around showrooms, deliveries and service calls rather than a generic sales pipeline.
AI agents that respond to new leads, answer product and delivery questions, book service appointments and qualify buyers around the clock, then hand the conversation to your team with the full history.
Salesforce's native contact centre brings phone, messaging, customer history and AI agents into one system, so whoever picks up already knows who's calling and why.
Leads, showroom visits, quotes and follow-up in one CRM, with cadences that run whether or not your best salesperson is working that day.
Service requests, scheduling, technician mobile, parts and warranty claims in one flow, so every call is tracked, costed and closed properly.
New leads, delivery changes and escalations land in the right channel the moment they happen, connected to the CRM, so nothing waits for someone to check an inbox.
Online orders, customers and inventory flow into the same system as your showroom and service, so an online buyer gets the same follow-up as a walk-in.
Not on Salesforce yet? Part of the diagnostic is working out what you actually need, and the answer isn't always the biggest platform.
Most owners think of systems as an efficiency project. It isn't. It's the single thing that decides whether you own a business or a very demanding job, and what the business is worth the day you want out of it.
I didn't just oversee operations. I built and led the sales organization, designed the training for multi-location teams, and directed the marketing behind omnichannel growth. That's the view I bring to every engagement. Mike Kitchen, founder and principal
Mike spent fifteen years at a leading North American wellness retailer, starting on the sales floor and finishing as Chief Operating Officer. He ran showroom retail, field service and installation, e-commerce and marketing across multiple locations, and carried the number at the end of every quarter.
He led an enterprise Salesforce transformation across sales, service, marketing and field service, and brought AI agents into customer-facing and internal workflows.
Today Moonshot Ops works with hot tub, spa and pool retailers across Canada and the United States on operations, sales, marketing, and Salesforce and AI implementation.
Named by SpaRetailer, the hot tub industry's trade magazine, as one of the next generation of leaders in the pool and spa industry.
During Mike's years at Jacuzzi Ontario / Wellness Shop, the business earned more than 40 industry awards, including the Director's Award for the largest sales volume of any Jacuzzi dealer in the world, seven Platinum Elite rankings among the top 5% of dealers worldwide, and eleven Customer Service Excellence awards.
Read the SpaRetailer profileThere's a low-commitment way in, and every step up is your decision, made after you've seen the work.
Half-day or full-day intensives on operations, sales or marketing, delivered in person or remotely.
A fast capability lift for your team
A diagnostic across all three areas, ending in a written report with quick wins and a twelve-month roadmap.
Clarity before committing to more
Defined scope against a known problem: a service turnaround, a Salesforce implementation, a sales training build-out.
One specific problem, solved properly
Embedded as your COO, VP of sales or CMO, or across all three. Senior capability without the full-time hire.
Ready to scale, and to let go
On scale and budget. A workshop is the smallest way to work together and a fractional leadership engagement is the largest. Most project work lands in the low five figures, and fractional arrangements run monthly with a minimum term. I'll give you a real number on the first call rather than after a discovery process you paid for.
Anything not covered here, ask me directly at [email protected].
A free thirty-minute conversation about where you are and what's actually possible. You'll leave with something useful whether or not we work together.