Podcasts about client experience

Are you just a number to your financial advisor—or do they actually know your story? This episode explores how personalized advice can differ from large firm experiences, especially as you approach retirement. Brandon Bowen shares a real client example to highlight how service, communication, fees, and tax considerations can impact financial decisions. The conversation focuses on the value of relationships, simplifying portfolios, and reviewing strategies as needs change over time. Like what you hear? Get a second opinion today: bowenwealth.com Follow us on social media: YouTube | Facebook | LinkedInSee omnystudio.com/listener for privacy information.

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Emily Couture:  ◦ https://www.emmycouturedesigns.com  ◦ https://www.instagram.com/emmycouturedesigns Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

When onboarding feels chaotic behind the scenes, clients feel it too. In this episode, Libby breaks down one of the simplest yet most powerful systems she ever implemented to reduce client anxiety, improve communication, and create a more professional onboarding experience: the weekly client update email, also known as the “Domino's Pizza Tracker” for your practice. Drawing from real-world lessons and a major onboarding mishap, she shares how proactive communication can completely transform how clients experience those critical first 30 days.You'll hear practical ways to keep clients informed without overwhelming them, how to create more accountability inside your team, and why consistency matters so much when building trust during large money movements and account transitions. If your onboarding process sometimes feels messy, reactive, or stressful, this episode will help you create a system that feels smoother for everyone involved.In this episode you'll learn:Why proactive weekly communication dramatically reduces client anxiety during onboardingHow to structure a simple “Domino's Pizza Tracker” email your clients will loveThe internal systems and workflows that keep onboarding organized and prevent things from falling through the cracksBest practices for timing, consistency, delegation, and setting expectations during the first 30 days of the client experienceThis episode is packed with simple but highly effective ideas that can immediately elevate your onboarding experience without adding a ton of extra work. If you want clients to feel informed, confident, and cared for from day one, this is an episode you won't want to miss.Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about T2MWorks HERE! Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

High end remodeling and high end landscaping have more in common than most people realize.Kyle sits down with Jeffrey Scott of Jeffrey Scott Consulting to unpack the similarities between successful design-build remodelers and top landscape companies. They talk about emotionally invested clients, protecting margins, managing high expectations, building trust, handling handoffs between sales and production, and why scaling an “artisanal” business is harder than most owners expect.There are a lot of practical takeaways in this one for remodelers looking to improve client experience, tighten systems, and grow without losing quality!The Summer Growth Summit in Detroit is a hands on growth experience for lawn and landscape business owners and their teams, featuring behind the scenes access to Great Lakes Landscape Design and Troy Clogg Landscape Associates.Tour two outstanding companies, meet their leadership teams, and learn practical strategies for marketing, sales, operations, AI, culture, and growth from the people driving success every day.Walk away with fresh ideas, proven systems, and practical tools to help take your company to the next level.To learn more and get event details, check it out here: https://jeffreyscott.biz/summer-growth-summit-26/If you're serious about improving your remodeling business, you should check out the Rise Conference from Remodelers On The Rise, happening August 11 and 12 in Ann Arbor, Michigan. This two day event is built specifically for remodeling business owners who want practical strategies they can actually implement, from improving your sales process and marketing to building a stronger team and running a more profitable business. You'll connect with remodelers from across the country, hear from experienced industry leaders, and walk away with ideas you can put into action right away. To learn more and grab your ticket, head over to remodelersontherise.com/rise.Explore the vast array of tools, training courses, a podcast, and a supportive community of over 2,000 remodelers. Visit Remodelersontherise.com today and take your remodeling business to new heights!Key TakeawaysHigh-end clients prioritize emotional fulfillment over rational factors.Exceptional detail management is crucial for high-end success.Branding and reputation serve as a psychological safety net for clients.Effective handoffs and communication routines are critical for scaling.Protecting margin requires active scope and scope change management.Building trust through consistent branding reduces perceived risk.An advisory role elevates professionalism beyond mere order-taking.Scaling success relies on systematizing processes and delegating roles.Chapters00:00 Introduction to Jeffrey Scott and His Background05:45 Transitioning from Family Business to Consulting10:32 Understanding Client Emotions in High-End Sales15:32 Managing High Expectations in Service Industries20:24 The Importance of Details and Quality Control26:24 Effective Communication and Client Relationships30:46 Building Trust Through Branding and Reputation35:32 Advisory Role in Client Relationships40:44 Scaling a Business Without Compromising Quality

Lack of systems can quietly drain your time, energy, and profits. Setting boundaries and creating simple processes can feel overwhelming, but today's guest shares how to get started in a way that actually gives you your life back.If you get a ton of value in this episode, I would love to invite you to subscribe because it costs nothing to subscribe.Molly Klipp is the founder of Carefree Beauty Permanent Makeup and the Profit Coach with Beauty Business Mastery. With over 40 years in the beauty industry, she helps beauty business owners simplify, systemize, and succeed through clear processes, stronger boundaries, and better client experiences. She brings a story-driven, practical approach rooted in real-life lessons.  Welcome, First Molly!Support the showCheck out Strategic Sales Queen for more great interviews, podcasts, and blogs to help you achieve more, faster!https://www.strategicsalesqueen.com/​

Most wedding vendors think the job starts and ends on the wedding day. Your clients disagree.In this episode, Sam and Katy walk through the full client journey, from the moment a couple signs a contract to long after the wedding is over. They cover what clients actually need at each stage, why so many vendors lose the plot between booking and the big day, and how small gestures at the right moments turn one-time clients into people who talk about you for years.You'll learn:Why the welcome experience right after booking is your biggest missed opportunityHow to anticipate client needs before they even think to askWhat separates a three-star client experience from a five-star oneHow the post-wedding touchpoint drives referrals more than almost anything else

Send us Fan MailSomewhere along the way, parts of the salon industry stopped focusing on hair.Now it feels like everyone is chasing trends, distractions, aesthetics, side hustles, “luxury experiences,” influencer content, and anything else they can add to their business while ignoring the fundamentals that actually create loyal clients.In this episode, we break down why so many salons are trying to solve business problems with gimmicks rather than strengthening their services, systems, communication, and client experience.We talk about performative luxury, social media trends, weak retention, copycat marketing, hospitality vs service, client psychology, and why consistency matters far more than novelty.We also share real examples from our own salon, lessons from other industries, and the simple things that actually create long-term loyalty and trust with clients.Your business should serve you, so that you can serve others.And that starts with mastering the thing you're actually supposed to do.Key TakeawaysMany salons are focused on distractions instead of fundamentals. Clients care more about consistency than trends. Most salon marketing is aimed at other stylists, not clients. “Performative luxury” is not the same as great service. Hospitality should support the service, not replace it. Weak retention cannot be fixed with gimmicks. Copying trends is not innovation. Strong salons solve client problems directly. Relationships and communication drive long-term loyalty. Great businesses strengthen fundamentals before adding complexity.Time Stamps00:00 — Intro + restaurant experience opening take 06:00 — “The industry will do anything but hair” 07:00 — Salons becoming coffee shops and retail stores 08:00 — Marketing to other stylists instead of clients 10:00 — Performative luxury and trend culture 12:00 — Hospitality vs actual service 13:00 — What clients really want from salons 15:00 — Why most social media content misses the mark 16:00 — Consistency creates trust 17:00 — Trends vs true innovation 18:00 — Solving client problems vs copying trends 19:00 — Why salons keep adding distractions 21:00 — Retail, candles, food, and side quests 22:00 — Lessons from the fitness industry 24:00 — Weak fundamentals and underpricing 26:00 — Discounts and attracting the wrong clients 28:00 — Why gimmicks don't fix retention 29:00 — What actually creates long-term loyalty 31:00 — Relationships, professionalism, and communication 34:00 — Hospitality done correctly 36:00 — Consistency and predictable experiences 38:00 — Tier A salons focus on depth 40:00 — Questions salon owners should actually ask 41:00 — Weak businesses add complexity 42:00 — Final thoughts: stop avoiding the fundamentalsLinks and Stuff:Our Newsletter Mentoring InquiriesFind more of our things:InstagramHello Hair Pro Website

Customer retention doesn’t require grand gestures or complicated systems — it’s built through small, intentional actions done consistently. In this highlight episode, Stacey dives into simple but powerful ways to make customers feel valued, heard and excited to return. From confidently asking for feedback (even when things go wrong), to creating moments of surprise and delight outside the four walls of your business, Stacey shares practical strategies that strengthen loyalty and reduce the pressure of constant customer acquisition. This episode also explores how to spot “flight risks” early and proactively reconnect before customers quietly disappear. If you want more repeat customers, stronger relationships and a business that feels easier to run, this episode is packed with ideas you can implement straight away.See omnystudio.com/listener for privacy information.

The 25-Hour Salon Owner - Confident Communication, check out my FREE Workshop: https://thesalonmentors.com/events-2026 Your team can text faster than you can think. They can post. They can scroll. They can create content all day. But put them in front of a client, and suddenly, it gets awkward. In this episode, Lisa breaks down one of the biggest challenges facing salon owners right now: A generation that's confident behind a screen, but unsure how to communicate in person. Inside This Episode: • Why younger team members struggle with client communication • The impact of COVID and digital habits on confidence • Why fear of “getting it wrong” is holding your team back • How to teach communication step-by-step (not just expect it) • Simple ways to train compliments and connection • Why telling your team what to do doesn't work • The power of questions and the “epiphany bridge” • How to build confidence around rebooking and retail • Why communication = more appointments (not more clients)  The Big Shift You don't need more clients. You need better conversations. Because better communication leads to: More rebookings. More services. More retail. If this is hitting a nerve and you know your team could be stronger in how they communicate, join me for my upcoming workshop: The 25-Hour Salon Owner – Confident Communication Check out my FREE Workshop here: https://thesalonmentors.com/events-2026 #saloncommunication, #salonteam, #salonowner, #salontraining, #clientexperience

What if the life you have been imagining could actually begin somewhere else? At Move Abroad Con in San Diego, at the Hard Rock Hotel, Lori Adams-Brown stepped onto the conference floor to have three honest conversations with people living and breathing the conference about the expat life. Each one brought a different perspective. All three pointed to the same truth: the world is more open than most people think. Why people from all walks of life, and all stages of life, are reconsidering where they call home What Shasta Townsend has learned after nearly five years in Puerto Vallarta, and the one mistake she sees people make when they try to go it alone How Mischa Mannix-Opie reframes New Zealand's location from a limitation into a genuine advantage The surprising education opportunities opening up for people who believed that chapter of their life had closed How to approach the expat journey as an adventure, even when the process feels overwhelming Mischa Mannix-Opie is Director of Client Experience at Greener Pastures New Zealand, a full-service firm helping global citizens gain permanent residency through investment, lifestyle transition, and immigration support. Shasta Townsend is a real estate and relocation expert based in Puerto Vallarta, helping individuals and families make the leap to expat life in Mexico with confidence. Kelsey Morgan served as Events Coordinator for Move Abroad Con, helping bring together a remarkable community of explorers at every stage of the expat journey. Move Abroad Con is produced by Expatsi, founded by CEO Jen Barnett. Introduction Kelsey Morgan: What Move Abroad Con Revealed About Why People Move Shasta Townsend: The Truth About Moving to Mexico Mischa Mannix-Opie: Reframing New Zealand as a Global Hub Find Mischa Mannix-Opie at: https://www.linkedin.com/in/mischamannix-opie/ | Greener Pastures New Zealand: www.greenerpastures.nz Find Shasta Townsend at: https://www.instagram.com/shasta.townsend/ Learn more about Move Abroad Con and Expatsi at: https://expatsi.com/mac-tickets Subscribe, leave a review at https://www.aworldofdifferencepodcast.com/reviews/new/, and share this episode. Visit https://www.aworldofdifferencepodcast.com for more resources. Timestamps: Learn more about your ad choices. Visit megaphone.fm/adchoices

In part two of the customer retention series, Stacey dives into one of the most powerful — and often overlooked — ways to keep customers coming back: building genuine relationships. From remembering names to creating simple systems that help customers feel seen, heard and valued, this episode explores why retention is far more effective than constantly chasing new customers. Stacey shares practical examples from her own business, explains how small personal touches can dramatically increase loyalty, and challenges business owners to embed relationship-building into their daily processes. If you want stronger customer connections, better retention and more sustainable revenue, this episode delivers simple strategies you can start using immediately.See omnystudio.com/listener for privacy information.

Today we have on guest, Korrine Johnson, talking about her path from high-end optical sales to travel advising, co-founding an agency, and later selling her half to focus on consulting, trainings, and cruise-only sales. Korrine explains building systems over 10+ years, launching Travel Biz Boss in 2018 and Cruise Business Blueprint in 2024, and how adopting TravelJoy plus a part-time VA helped double revenue by reducing repetitive tasks. She discusses niching into cruises after burnout from broader luxury/FIT work, using numbers and intuition to guide the shift, and marketing cruises by focused messaging and clear value beyond booking. Together we cover automating client communications, managing expectations, selective cruise-line booking, using AI/Gamma to create personalized port guides, VA outsourcing ideas and sources, and Korrine's routines and move to Mexico! Please share this episode with a friend who would love it! 00:00 Welcome and Guest Intro 00:22 Korrine's Travel Origin Story 01:50 From Agency Owner to Workflow Coach 03:39 Why Systems Matter 05:37 Choosing a Cruise Niche 08:23 Getting More Cruise Clients 10:14 Messaging and Value Hooks 11:37 Fees and Cruise Booking Value 13:25 What Cruises to Book or Avoid 15:42 Selling Cruises Without Cruising 17:29 Building Templates Over Time 19:15 Automation Tools and Revenue Boost 21:25 What a Cruise Workflow Automates 24:13 Automate Client Emails 24:56 Workflow Customization Ideas 25:33 Cruise Blueprint Workflows 26:41 Virgin Voyages Example 27:40 Workflow Updates Access 28:04 AI Port Guides With Gamma 31:00 Port Guide Time Savings 32:10 Canva Versus Gamma 33:33 Mighty Networks Community 36:03 Outsource Tasks To VAs 38:14 Finding The Right VA 40:23 Rapid Fire Wrap Up 42:20 Morning Routine And Mexico Connect with Lindsay: https://www.lindsaydollinger.com/quiz https://www.instagram.com/lindsaydollinger https://www.atlastiseetheworldtravel.com Connect with Korrine: Cruise Business Blueprint: https://lindsaydollinger--travelbizboss.thrivecart.com/cruise-business-blueprint/ (my affiliate link) Use code PIXIEDUST for $50 off! https://www.travelbizboss.com/ @travelbizboss

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Jordan Bastian:  ◦ https://www.instagram.com/iconpower ◦ https://www.youtube.com/@WattLab-by-Icon ◦ https://www.instagram.com/jbastian3 Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

Gary Williams sets the stage from Quail Hollow Club ahead of the Truist Championship, highlighting the evolution of this PGA TOUR stop into a premier Signature Series event. He reflects on the course's history, Rory McIlroy's dominance at the venue, and the broader storylines shaping the current PGA TOUR season—from competitive parity to the importance of elite fields and championship venues. The conversation also touches on course conditions, including drought challenges in the Southeast, and how Quail Hollow continues to test the best players in the world.Michael Kim, PGA TOUR winner, joins to discuss the current state of the TOUR, including player perspectives on competition, governance, and the evolving landscape of professional golf. He also reflects on his standout college career and shares insights into what it takes to compete at the highest level, offering fans a candid look at life on TOUR.Rex Hoggard, senior writer for @GolfChannel, breaks down the biggest storylines heading into the week, including the debate around Player of the Year and the depth of talent across the PGA TOUR. He and Gary discuss the balance between dominance and parity in today's game, and why this season feels as competitive as ever.Sherry Graziano, Head of Digital, Client Experience and Marketing at Truist, explains how the championship goes beyond golf, focusing on community impact, sustainability, and year-round engagement in Charlotte. She details how initiatives tied to the event aim to create lasting economic and philanthropic benefits, making the tournament more than just a four-day competition.Keith Wood, Director of Greens and Grounds at Quail Hollow Club, provides a behind-the-scenes look at course setup, detailing the challenges of maintaining championship conditions amid drought conditions. He explains how firmness, green speeds, and agronomy decisions shape the test players will face.Keith Stewart, founder of Read The Line, brings a betting and analytics perspective to the conversation, breaking down key storylines for the week and how course fit, recent form, and statistical trends factor into evaluating the field. He offers insight into players to watch at Quail Hollow and explains how fans can better understand the nuances behind performance data when following the PGA TOUR.Johnny Harris, President of Quail Hollow Club, and Johno Harris, chairman of the Truist Championship, share their vision for the event and the role it plays in Charlotte's sports culture. They discuss the importance of delivering a world-class fan experience while continuing to elevate the tournament as one of the PGA TOUR's marquee stops. 5 Clubs airs on Golf Channel and SiriusXM PGA TOUR Radio (Channel 92).

In this episode of How to Run a Successful Business and Still Have a Life, Stacey Morgan dives deep into customer retention and why it’s a game-changer for your business. She shares practical strategies to keep your customers coming back, from mapping the customer journey, creating milestones, and ensuring consistent touchpoints, to surprising and delighting your clients. Stacey explains how understanding your customer’s needs, communicating your vision, mission, and values, and making them feel part of your community turns first-time buyers into loyal, lifelong customers. This episode is packed with actionable insights for small business owners who want to focus on retention, build meaningful relationships, and reduce the cost of constantly acquiring new customers. See omnystudio.com/listener for privacy information.

How are you creating referrals in your business? Do you have a process or system for doing it? Our guest today is Stacey Brown Randall, who is a repeat guest from episode 147. Stacey shares with us how delivering a referable client experience creates a multiplier effect TODAY'S WIN-WIN:Small talk is not relationship building.LINKS FROM THE EPISODE:Schedule your free franchise consultation with Big Sky Franchise Team: https://bigskyfranchiseteam.com/. You can visit our guest's website at: https://staceybrownrandall.com/Get a copy of our guest's books: https://referableclientexperience.com/https://generatingbusinessreferrals.com/Attend our Franchise Sales Training Workshop:  https://bigskyfranchiseteam.com/franchisesalestraining/Connect with our guests on social:www.linkedin.com/in/staceybrandallhttps://www.instagram.com/staceybrownrandallhttps://www.facebook.com/StaceyBrownRandallhttps://www.youtube.com/@referralswithoutaskingABOUT OUR GUEST:Stacey Brown Randall is the author of the new book, The Referable Client Experience, and the multiple award-winning book, Generating Business Referrals Without Asking. She is also the host of the Roadmap to Referrals podcast. Stacey teaches business owners how to generate referrals naturally...without manipulating, incentivizing or even asking. She has been featured in national publications like Entrepreneur magazine, Investor Business Daily, Forbes, and more. She received her Master's in Organizational Communication and is married with three kids.This episode is powered by Big Sky Franchise Team. Big Sky Franchise Team is consistently recognized as one of the best franchise consulting firms in the United States, helping entrepreneurs franchise their businesses through a proven 3-Step franchise process rooted in ethical principles, hands-on guidance, and customized deliverables.  If you are ready to talk about franchising your business you can schedule your free, no-obligation, franchise consultation online at: https://bigskyfranchiseteam.com/. The information provided in this podcast is for informational and educational purposes only and should not be considered financial, legal, or professional advice. Always consult with a qualified professional before making any business decisions. The views and opinions expressed by guests are their own and do not necessarily reflect those of the host, Big Sky Franchise Team, or our affiliates. Additionally, this podcast may feature sponsors or advertisers, but any mention of products or services does not constitute an endorsement. Please do your own research before making any purchasing or business decisions.

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Katrina Barrett:  ◦ https://www.instagram.com/katrina.a.barrett Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

In this episode of Innovation and the Digital Enterprise, Patrick and Shelli welcome Jolie Fleming, Chief Product and Technology Officer at IHG Hotels & Resorts, to discuss leading tech teams across a global, franchised hospitality ecosystem spanning 21 brands and nearly 7,000 hotels in 100+ countries. Jolie discusses her career journey, specifically what tools she brought and what challenges she met when moving from financial services to hospitality. She explains IHG's combined tech team, which unifies product and dev to increase speed, predictability, and gives business context increased visibility. They discuss the ever-shifting role of AI in future planning. And Jolie shares three key strategic themes: helping hotels keep “heads in beds”, improving operational efficiency with new property management systems, and deepening guest engagement via a new CRM tied to IHG One Rewards.(00:00) Welcome Jolie Fleming, Chief Product and Technology Officer at IHG Hotels & Resorts(01:10) Jolie's Career Journey from Finance to Hospitality(02:39) Understanding IHG's Global Scale and Franchising(09:39) Jolie's One Team Culture(16:58) Discussing Strategic Themes and AI(23:45) IHG's Loyalty Rewards and CRM Personalization(27:17) How to Future Proofing for ChangeJolie Fleming's career spans more than 25 years of leading transformative growth through product management and technology initiatives across fintech, hospitality, and consulting sectors. Currently, she is the Chief Product & Technology Officer at IHG Hotels & Resorts. Previously she spent nearly nine years at E*TRADE, as Managing Director of Investing, Digital Channels, and Banking and then Head of Digital and Client Experience. She earned her bachelor's degree from Northwestern University.If you'd like to receive new episodes as they're published, please subscribe to Innovation and the Digital Enterprise in Apple Podcasts, Spotify, or wherever you get your podcasts. If you enjoyed this episode, please consider leaving a review in Apple Podcasts. It really helps others find the show.Podcast episode production by Dante32.

Colie James is a Disney-loving Systems Strategist and the host of the Business-First Creatives podcast. Based outside Boulder Colorado, she loves helping photographers & creative service providers automate their processes, reclaim their time, and get back to living! Colie believes every creative deserves to build a business that is sustainable and profitable, and no one should quit their 9 to 5 only to work 24/7 [in their business].Colie's Links: Private Podcast - Systems That SellPublic Podcast - Business-First Creatives--

This week, Jack Sharry talks with Bradley Kellum, Partner and Head of Wealth Management for North America at Oliver Wyman. Brad is a leader in wealth management technology focused on improving how advisors leverage systems to deliver better client outcomes. With deep experience across advisory platforms and digital transformation, Bradley brings a strategic perspective on how technology can unlock scale, efficiency, and more personalized client engagement. Jack and Bradley explore the challenges firms face with fragmented systems and how integration is becoming essential to delivering a unified client experience. They discuss the shift toward more holistic advice, the role of data in driving better decisions, and how firms can position themselves for the next wave of innovation in wealth management. In this episode: (00:00) - Intro (01:50) - Bradley's role at Oliver Wyman (03:08) - What convergence means in the financial services industry (05:53) - The target operating model: Data, technology architecture, and people (07:33) - A customer-first approach to executing goals-based wealth management (11:50) - Public and private investments: demand vs. operational reality (16:24) - The role of AI in empowering advisors (22:27) - How firms can navigate the convergence in financial services (24:47) - Bradley's interests outside of work Quotes "The right product at the right time is a solution." ~ Bradley Kellum "All things financial are expensive propositions to build and maintain. So, to feed that engine, you need primacy in a client's life." ~ Bradley Kellum "If you're everything to everybody, that's a recipe for mediocrity. The winners will really serve the clients that they've chosen to go after better than others." — Bradley Kellum Links  Bradley Kellum on LinkedIn Oliver Wyman Morgan Stanley Connect with our hosts LifeYield Jack Sharry on LinkedIn Jack Sharry on Twitter Subscribe and stay in touch Apple Podcasts Spotify LinkedIn Twitter Facebook

Sign up for the Client Experience Glow-Up Party here: https://www.hunterdonia.com/partyIn this episode of The Modern Hairstylist Podcast, host Hunter Donia and guest Jodie Brown break down what it actually takes to get high ticket clients talking about you without any incentive, discount, or referral program involved. If you already have higher prices and wonder why organic referrals are not coming in as consistently as you would like, this episode gives you a clear picture of what is missing and what you can start doing differently.Hunter and Jodie walk through the three core elements of a highly referable client experience for high ticket clients specifically: personalization that goes beyond generic amenities, a signature methodology that gives clients something to identify with and talk about, and a documented, consistent client journey that high paying clients can rely on every single visit.Key Takeaways:✨ Generic extras are forgettable, personalization is not: The fancy shampoo bowl and complimentary snacks have become the assumed standard at higher price points. Hunter shares 2026 survey data showing that 62% of clients who talked about a salon visit mentioned the experience, not the hair, and that 20% specifically called out personalization as what made the appointment feel worth it. If you want Susie talking about you at dinner, you need to give her something that felt built for her, not just any client.

Send us Fan MailMost people mistakenly think opening a salon is about the exciting stuff.The logo. The branding. The social media. The aesthetic. The “grand opening” moment.But the truth is, the things that actually determine whether your salon succeeds are usually much less glamorous.In this episode, we break down what surprises people most about running a salon, what matters less than you think, what matters far more than expected, and why consistency, systems, leadership, and hard conversations are what truly build a business.We also talk about client fit, team culture, hiring, leadership standards, and why business growth is often slower and a lot more boring than most people imagine.Your business should serve you, so that you can serve others.And that starts with focusing on what actually matters.Key TakeawaysNot every client is the right client.  Surprise and delight create stronger loyalty than discounts ever will.  Logos and aesthetics matter less than owners think.  Social media is a tool, not the foundation of a business.  Consistency creates trust with both clients and staff.  Written systems reduce repeated problems and confusion.  Reliability matters more than perfection.  Leadership behavior sets the tone for the entire salon.  Culture is built slowly through repeated standards.  Growth usually comes from small decisions repeated over time.Time Stamps00:00 — Intro + opening takes 01:00 — Not every client is worth pursuing 04:00 — Surprise and delight moments with clients 06:00 — What surprises people about running a business 07:00 — Why logos and branding matter less than you think 08:00 — Social media obsession vs real growth 10:00 — Aesthetics clients barely notice 13:00 — Consistency matters more than perfection 14:00 — Communication + team interaction 15:00 — Systems and written expectations 16:00 — Reliability over perfection 17:00 — Leadership matters more than you realize 19:00 — Standards are easy to set, hard to hold 21:00 — Your team is everything 22:00 — Everything takes longer than expected 23:00 — Hiring and building culture takes years 26:00 — Developing people and individual growth plans 28:00 — Building systems takes time 29:00 — Why business growth feels boring 31:00 — Small decisions repeated over time 32:00 — Taking emotion out of leadership 34:00 — Final thoughtsLinks and Stuff:Our Newsletter Mentoring InquiriesFind more of our things:InstagramHello Hair Pro Website

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Jaimee Rose:  ◦ https://www.jaimeerose.com  ◦ https://www.instagram.com/jaimeeroseinteriors  Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

 We are celebrating 7 years of this podcast and 400 episodes this month, and I am bringing back some of the most loved episodes to mark the occasion — and this one is SO good. In this episode, I'm sharing 8 subtle but powerful ways to elevate your client experience as a photographer. These aren't big, expensive overhauls — they're the small, intentional touches that make your clients feel like they made the absolute best decision hiring you. From what I send the moment someone books me, to what I keep in my camera bag, to how I stay in touch long after the gallery is delivered — I'm walking you through exactly what I do in my own business to create an experience people can't stop talking about. Join the Fully Booked Method this month for the lowest price!  Grab what you need!

If you think sending fewer emails creates a better client experience, today's episode is going to challenge your mindset. I sit down with Alison Bell, a Hawaii-based family photographer who has built a six-figure business serving vacationing clients—with zero room for error and practically no opportunity for reshoots.We dive into what it really takes to create a seamless, high-touch client experience when your clients are traveling, time-constrained, and trusting you to deliver once-in-a-lifetime memories. Alison shares exactly how she uses automation, communication, and clear boundaries (hello, sunrise-only sessions) to create an experience that builds trust, eliminates confusion, and increases sales.Find It Quickly:00:24 - Meet Alison Bell01:24 - CRM Talk02:31 - Fast Response Wins05:18 - Sunrise Sessions Policy06:40 - Repeat Key Details09:36 - After Payment Onboarding12:11 - Prep Emails15:07 - Timing Automations17:06 - Gallery Reveal Process19:00 - Weather Boundaries22:04 - Inquiry Video Touchpoint23:12 - Product Videos Idea26:32 - Email Touchpoints27:42 - Inbox Overload Reality29:16 -Texting Before Sessions32:05 - Client Ghosting Horror Stories36:19 - Next Steps Email Framework44:53 - Video Alternatives To Calls46:58 - Pricing Prep Video StrategyMentioned in this Episode:Episode 211: Marketing Mondays Will Transform Your Business Strategy with Melissa Arlena and Alison BellTave/VSCO: vsco.co/workspaceConnect with Alison:Website: alisonbellphotographer.comPodcast: Get Booked: A Photography Marketing PodcastInstagram: instagram.com/alisonbellphotog

Designer Gabriela Eisenhart of Silo Studio Design shares her expertise on leading and listening to clients though the challenging phases of a design project. Photo credit: Marc Mauldin

What truly sets one bank apart from another? In this episode, leaders and associates from Story Financial Partners share how relationships, trust, and accessibility define the client experience. From meeting clients wherever they are—even in unexpected moments—to offering honest guidance as trusted advisors, this conversation highlights the value of putting people first. You'll hear how strong internal teamwork, personal connections, and a commitment to service continue to drive growth while keeping community at the center of everything they do.

There's a phrase that shows up in a lot of advisory firms that seems harmless on the surface, but quietly creates friction in both the team dynamic and the client experience. In this episode, we unpack why the term “junior advisor” might be doing more damage than you realize and how small language shifts can have a big impact on trust, confidence, and the way your clients perceive your team. How the label “junior advisor” subtly undermines authority and creates doubt before a meeting even begins  Why the language you use internally becomes the experience your clients have externally  A simple but powerful reframe that helps build trust and elevate every advisor on your team  How small word choices, like “staff” versus “team,” can completely change the feel of your business At the end of the day, this is about being intentional with the words you use and recognizing the weight they carry. When you remove labels that create hierarchy or hesitation, you make it easier for your team to step into their role and for clients to trust them more quickly. Sometimes the smallest changes create the biggest shifts.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Daale Carter is a powerhouse creative executive and the first-ever Global Chief Client Experience Officer at BBDO Worldwide. Appointed in early 2026, her role signals a major evolution for the agency network, shifting the focus from traditional "account management" toward a holistic, experience-driven partnership model. Professional Background Agency Pedigree: Before stepping into her global role, Daale served as EVP and Managing Director at Energy BBDO, where she was known for bridging the gap between high-level strategy and experiential marketing. Eclectic Roots: Her career began in entertainment law before she moved into music event production and media strategy. This diverse background—combining legal rigor, event logistics, and brand empathy—allows her to view the client-agency relationship through a unique lens.

In this short but impactful episode, Libby shares two simple yet powerful phrases that can completely change the way you communicate with clients, guide conversations, and ultimately drive better outcomes. Inspired by real coaching conversations and even insights from psychology, these small language shifts can help you set boundaries, reduce resistance, and lead clients more effectively. She also opens with an important reminder for advisors who feel behind in their business—growth requires evolution, and it is okay to build systems as you go.  How to use the phrase “I hope you can appreciate” to set boundaries with clients while maintaining trust and rapport  Why replacing the word “but” with “and” can reduce defensiveness and keep conversations collaborative  Practical ways to guide client conversations without creating resistance or tension  A mindset shift for advisors who feel behind and how to reframe growth as a natural part of scaling a business These two phrases may seem simple, but when used consistently, they can dramatically improve how clients respond, how conversations flow, and how confidently you lead. Start incorporating them into both your client interactions and everyday conversations, and notice how quickly the dynamic begins to shift.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Fernando Duque:  ◦ https://www.getparallex.com/brad Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

In this episode, we're flipping the script on how financial advisors approach growth and process-building. Instead of chasing perfection or trying to build everything at once, you'll hear why thinking smaller is actually the fastest way to make meaningful progress. If you've ever felt stuck, overwhelmed, or unsure where to start, this conversation will give you a practical and refreshing way forward.In this episode you will learn:Why trying to go from zero to 100 is the biggest mistake advisors make when improving processesHow focusing on small, manageable steps leads to faster and more sustainable progressA simple framework to identify quick wins you can implement in under an hourHow imperfect action consistently beats overplanning and inactionAt the end of the day, building an efficient advisory business doesn't come from doing everything at once. It comes from doing a few things well, consistently, and improving them over time. Start small, stay consistent, and trust the process.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Jay and Seth dive into the "victimization" of the customer experience, using Jay's recent medical procedure as a cautionary tale for law firms that over-promise and under-communicate. Seth breaks down why Jeff Bezos and One Medical are the future of service standards, while Jay reveals his latest breakthrough: AI Training Avatars. This new tool allows intake trainees to practice on 100 unique AI-generated cases before ever touching a live client call. Is your front desk "guessing" their way through client questions? #LawFirmBlueprint #ClientExperience #LegalAI #IntakeTraining #LawFirmManagement #OneMedical #LegalTech #GoodToGreat

What makes a banking experience truly stand out? In this episode, leaders and associates from Story Financial Partners share how a commitment to personal service, trust, and genuine care has shaped their client relationships for decades. From calling clients by name to going beyond the transaction in moments that matter most, this conversation highlights how meaningful connections create lasting loyalty. You'll hear real stories that show why putting people first continues to be the foundation of long-term success.

Special Guest: Sheila Howell Welcome to Podcast Profits Unleashed, the show that helps coaches, consultants, and service-based professionals grow their business through smarter strategy, stronger positioning, and systems that create consistent results. I'm your host, Karen Roberts, and in this episode, we're diving into something that truly separates thriving businesses from struggling ones: Client experience. Because here's the truth… People don't choose you because you're the best. They choose you because they trust the experience you create. Joining me is Sheila Howell, a Central Ohio realtor who specializes in pricing strategy, marketing, and delivering a concierge-style client experience that leads to consistent 5-star results and referrals. And don't worry—this isn't just for realtors. This conversation applies to any business that wants to stand out, build trust, and grow through referrals instead of constant chasing.  

There are two types of advisors heading into Q2: those stuck in reactive mode, feeling busy but behind, and those who intentionally step back to lead their business forward. In this episode, Libby walks through what it actually looks like to shift into CEO mode by conducting a quarterly business review. Drawing from her own recent CEO retreat, she breaks down simple but powerful ways advisors can step out of the day-to-day, recalibrate their priorities, and make smarter decisions about where to focus next. This is about getting out of the weeds long enough to design a business that actually works for you, not the other way around.In this episode you will learn:How to shift from operator mode into CEO mode and why that shift is the key to scaling your businessA simple framework for conducting a Q1 business review, including how to evaluate goals, identify gaps, and recalibrate for Q2How to use data instead of gut instinct to assess your offers, conversion rates, and overall business performanceHow to identify capacity constraints, reduce operational load, and create more time through delegation, automation, and process improvementsIf you've been feeling busy but not necessarily clear or productive, this episode is your invitation to step back and get intentional. Even a few hours spent thinking like a CEO can dramatically change the trajectory of your next quarter.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Brandon Barnum:  ◦ https://brandonbarnum.com  ◦ https://www.linkedin.com/company/thefamproject Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

If you've ever wondered why some advisors seem to keep leveling up no matter how successful they already are, this episode is a powerful reminder that it's not about knowing more—it's about staying open. After speaking to a room full of elite, top-performing advisors, I walked away noticing a shared trait: they're relentlessly coachable, curious, and willing to tweak even what's already working.In this episode you will learn: How to identify if your reaction to new ideas is quietly capping your growth  A simple mindset shift to move from “I already know that” to actual execution  Why top advisors focus on small refinements instead of massive overhauls  How to apply the “marginal gains” approach to continuously improve your business The best advisors aren't waiting until something breaks to improve it—they're actively looking for ways to get just a little bit better every day. This episode will challenge you to take a closer look at how you respond to new ideas and where you might be leaving growth on the table.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

In this episode, I break down how to improve your client experience and how that supports smarter decisions and sustainable small business growth.We all want our business systems and customer journeys to run smoother, but most of us don't stop to map out what's really going on. I'm walking you through why it matters to see the gaps between what you think should happen and what your clients are actually experiencing. Those small friction points aren't just annoying, they can quietly cost you time and erode trust with your clients and customers. You'll get simple steps for mapping out your real customer journey and identifying exactly where things break down. I'll share how I've streamlined my own processes, plus the low-hanging fruit you can automate today using website strategy and smart tools. And because I don't believe in massive overhauls or random changes, I'll help you decide what to fix first for the biggest impact with the least effort. If you want a client experience that builds trust (and maybe frees you from those repetitive emails), this episode is for you.01:34 - Why you need to map out your real client journey (not the idealized version)03:54 - Three common gaps eroding client trust and how to spot them05:53 -  Real-life example: Catching and fixing communication breakdowns09:52 - Simple automation wins for smoother customer experiences11:53 - How to prioritize what to fix first in your client processLinks & Resources:KitThrive CartContent SnareMakeWatch this episode on YouTube.Follow me on Instagram @kristendoyle.co Let's talk about your website and systems: Book a Website Gameplan Call Explore your options for working together: Web Design Services Rate & review Small Business Savvy on Apple PodcastsShow Notes: https://kristendoyle.co/episode182 Send us a text! (If you'd like a reply, please share your # in the message)Need a new website fast or a quick update? We make it happen in a single day! Head to kristendoyle.co/vip for all the details. Book your FREE Website Gameplan Call: https://kristendoyle.co/gameplanLearn more about my WordPress CarePlan: https://kristendoyle.co/wordpress-care-plan/

Brandon Dawson, founding attorney of the Thumbs Up Guys injury attorneys in South Carolina, shares his experience in building and scaling multi-million dollar personal injury firms. From starting out with a small plaintiff shop to growing into a successful practice, Brandon discusses the challenges, strategies, and key decisions that led to their firm’s growth. Key Timestamps: 00:00 – Introduction 01:30 – Finding Purpose in Impactful Legal Work 04:15 – Taking a Leap of Faith in Starting a New Firm 06:45 – Learning Business Operations and Legal Practice 09:20 – Focusing on Client Experience and Firm Culture 11:45 – Aligning Partnerships for Growth 14:30 – Investing Heavily in Marketing Strategies 17:00 – Adapting Marketing Approaches During COVID-19 19:30 – Exploring New Marketing Channels like Radio and OTT 22:00 – Embracing AI for Operational Efficiency 24:45 – Navigating Private Equity Opportunities 27:10 – Scaling Firm Operations and Client-Centric Focus 30:00 – Cultivating a Strong Organizational Culture 32:45 – Balancing Growth with Client Experience See all episodes or subscribe to the Personal Injury Marketing Minute here: https://optimizemyfirm.com/podcasts/. Why is it important to have a clear vision and growth plan for a law firm? Having a clear vision and growth plan for a law firm is crucial for long-term success. It helps in setting specific goals, identifying milestones, and mapping out strategies to achieve them. By knowing where the firm wants to be in the future, it becomes easier to align decisions, investments, and hiring practices to support that vision. What role does culture play in creating a successful law firm? Culture is the foundation of a successful law firm. Creating a positive and supportive culture fosters teamwork, collaboration, and a client-centric approach. Hiring individuals who align with the firm’s culture ensures consistent delivery of high-quality services and a great client experience. Culture also influences employee satisfaction, retention, and overall success. How do you balance growth and maintaining a client-centric approach as a law firm expands? Maintaining a client-centric approach while growing involves hiring the right people who embody the firm’s values and prioritize client satisfaction. By focusing on culture, hiring individuals who align with the vision, and providing ongoing training and support, the firm can ensure that the client experience remains a top priority even as the firm expands. Consistently reinforcing the importance of client satisfaction and setting clear expectations for all employees helps in balancing growth with maintaining a client-centric approach. What are the key factors in ensuring operational efficiency as a law firm scales? Operational efficiency is critical for a law firm’s success as it grows. Implementing efficient processes, utilizing technology such as AI for tasks like mail scanning and call monitoring, and investing in training and development for staff are key factors. Having clear roles and responsibilities, promoting a strong work ethic, and continuously evaluating and improving operational processes contribute to maintaining efficiency as the firm scales. How can law firms navigate challenges related to hiring, training, and retaining personnel while expanding? Navigating challenges related to hiring, training, and retaining personnel during expansion involves focusing on culture fit, investing in training programs, and offering opportunities for growth within the firm. Prioritizing employee satisfaction, providing a supportive work environment, and offering competitive compensation are essential for attracting and retaining top talent. Additionally, fostering a culture of continuous learning and development helps in building a strong team that can support the firm’s growth objectives.

Imagine your inbox is multiplying like rabbits, your calendar looks like a jigsaw puzzle, and every client seems to need you yesterday. Overwhelm is real, especially for financial advisors juggling tax season, client requests, and life outside the office. In this episode, Libby Greiwe walks you through practical strategies to regain clarity, take control of your time, and move from feeling paralyzed to feeling empowered and productive.In this episode, you'll learn:How to prepare in advance for high-demand seasons and build buffer days that actually save your sanity.The power of clearing your physical and mental space to gain clarity and prioritize effectively.Techniques to distinguish between must-do tasks and nice-to-dos, and how to schedule them in your calendar strategically.Ways to delegate, outsource, and reflect to prevent overwhelm from repeating in future seasons.By the end of this episode, you'll have actionable steps to regain control of your calendar, prioritize like a pro, and approach high-pressure seasons with confidence. You'll walk away knowing that overwhelm doesn't have to derail your productivity or your peace of mind.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Most law firms are designed for lawyers, not clients. And clients feel it. In episode 609 of the Lawyerist Podcast, Stephanie Everett sits down with Laura Hartnett to explore how design thinking can transform the way legal services are delivered.  Laura breaks down why clients often feel confused, anxious, or left in the dark, even when lawyers are doing excellent work. She shares how small changes, like rethinking communication, mapping the client journey, and understanding what happens after you deliver advice, can dramatically improve both client satisfaction and firm efficiency.  Together, they share practical ways to rethink your processes, clarify your communication, and deliver work clients can actually understand and use. If you want to build a law firm that feels clearer, more human, and easier to work with, this episode offers a smarter approach to designing your practice.  Listen to our previous episodes on Client Experience & Designing Better Legal Services.  #606: Breaking the Copycat Cycle: Building a Law Firm with Personality, with Patrick Patino Apple | Spotify | LTN  #600: Designing a Law Firm You Actually Want to Run, with Stephanie Everett Apple | Spotify | LTN  #597: What Lawyers Get Wrong About Teaching Clients and Teams, with Danielle Hall Apple | Spotify | LTN  #462: Designing an Empathetic Client Experience, with Kirk Simoneau Apple | Spotify | LTN    Links from the episode:  https://laurahartnett.com/  https://lawyerist.com/turn-ai-into-your-small-firms-advantage/    Have thoughts about today's episode? Join the conversation on LinkedIn, Facebook, Instagram, and X!  If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Looking for help beyond the book? See if our coaching community is right for you.   Access more resources from Lawyerist at lawyerist.com.    Chapters / Timestamps:  00:00 – Introduction  04:20 – Meet Laura Hartnett  05:00 – What “Design Thinking” Actually Means  06:05 – Why Client Experience Starts with Emotion  07:45 – Stop Inheriting Your Law Firm  08:40 – Where to Start: Understanding Your Client  10:20 – Mapping the Client Journey  12:15 – The Hidden Friction in Law Firm Processes  14:30 – Why Clients Don't Understand Your Work  16:25 – Designing Deliverables Clients Can Use  18:20 – Lessons from Other Industries  19:05 – AI, Client Expectations & New Behaviors  21:40 – Teaching Clients When to Call You  23:00 – Redesigning Legal Services for the Future  25:00 – Staying Curious About AI & Change  27:00 – Closing Thoughts 

In this episode, I sit down with Rob and Scott, the founders of Kestra, to explore how the industry has evolved over time and what independence looks like now. From their early days at broker dealers to leadership roles at major wirehouses, they share the pivotal moments that led them to build a business centered around the advisor-client relationship. We talk through the challenges advisors face within traditional firm structures and what it really takes to transition into a more supported, independent model.In this episode you'll learn: The key differences between corporate-driven advisory models and advisor-first independence The four core pillars every advisor should consider when transitioning to independenceWhat advisors often underestimate about running their own businessAnd, how to properly prepare for a smooth and successful transition, including client retention strategiesThis episode is all about helping you think more intentionally about your business model and what's possible if it truly aligned with your values and goals.Learn more about the Group Coaching & Mastermind HERE!Check out The First 100 Days Course: The Advisor's Blueprint for a Remarkable Client Experience HERE!Learn more about Asset-Map financial planning software HERE! Learn more about our sponsor Beemo Automation HERE!   Check out the Efficient Advisor YouTube Channel HERE!Connect with Libby on LinkedIn HERE!Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.

Send us Fan MailSalon owners spend a lot of time thinking about details.Logos, branding, decor, certifications, events…the list goes on.But what if many of those things aren't actually what clients care about?In this episode, we break down the disconnect between what salon owners focus on and what clients actually notice when they walk through the door.We talk about the small details that truly shape the client experience, like energy, cleanliness, timing, and communication, and the things that don't matter nearly as much as people think.We also share real examples from our own experience, including mistakes we've made and what we've learned along the way.Your business should serve you, so that you can serve others.And that starts with focusing on what actually matters.Key TakeawaysClients notice energy, not just aesthetics.Cleanliness goes far beyond visible hair on the floor.Chaos and rushing create anxiety for clients.Confidence builds trust more than over-explaining.Listening matters more than talking during consultations.Consistency is more important than perfection.Greeting clients quickly shapes their entire experience.Running late will eventually cost you clients.Social media should match the real salon experience.Logos, decor, and snacks matter far less than owners think.Time Stamps00:00 — Intro and episode overview 01:00 — Opening take: forcing team events vs creating buy-in 05:00 — Why hair shows often don't deliver real value 07:30 — Cleanliness and what clients actually notice 10:00 — Certifications vs real client experience 13:30 — Energy and team dynamics in the salon 16:00 — Chaos vs calm: how pace affects clients 18:30 — Social media vs real-life salon experience 21:00 — Confidence vs over-explaining 24:00 — Listening vs talking during consultations 26:30 — The importance of small details (greeting, flow, timing) 30:00 — Why running late costs you clients 32:30 — Things clients don't care about (logos, snacks, decor) 36:00 — What clients actually value most 38:00 — Final thoughtsLinks and Stuff:Our Newsletter Mentoring InquiriesFind more of our things:InstagramHello Hair Pro Website

Sponsors: ◦ Visit Buildertrend to schedule a demo ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Kirsten Holmstedt: ◦ https://treasureinthedetail.com  ◦ https://www.instagram.com/treasureinthedetail Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

Sponsors: ◦ Visit Buildertrend to get a 60-day money-back guarantee on your Buildertrend account ◦ Marvin Windows and Doors ◦ Sub-Zero Wolf Cove Showroom Phoenix Connect with Rob & Nate:  ◦ https://curated.build Connect with Brad Leavitt: Website | Instagram | Facebook | Houzz | Pinterest | YouTube

We're taking you back into the room at our 2025 ALT Experience for a special replay from the stage. In this conversation, I sit down with founders and CEOs Meg Fox, Sara Trammell, and Allie Edwards to talk about what it really means to create a white glove patient experience inside a growing practice. Not the kind that feels forced or fancy for the sake of appearance, but the kind rooted in intention, standards, and leadership. We unpack how each of them defines white glove service in a way that fits their brand, and how they ensure it's felt consistently, from the first click online to checkout. We talk about greeting protocols, respecting time, managing late arrivals, rebooking systems, retail integration, and how small environmental details, from scent to lighting to language, reinforce trust. You'll hear how consistency across locations protects brand equity, why digital presence must match the in-person experience, and how to measure excellence through rebooking rates, reviews, call monitoring, and team accountability. This episode is honest and tactical. It's about setting standards, documenting expectations, training your team to deliver excellence without constant supervision, and balancing generosity with strong boundaries. If elevating your patient journey is part of your growth strategy this year, this panel will push you to think beyond personality and into process. And if you want to be in rooms where these conversations happen live, we have just a handful of tickets left for ALT Experience 2026. Secure your seat at klcconsultants.com/alt and join us in raising the standard. Resources → Snag your ticket for the ALT Experience → Register for SPARK: A 5-day strategic reset for aesthetic and wellness practice owners and practice managers navigating growth, change, and what's next. → Join the Fierce Factor Society → Follow Kaeli on Instagram: @kaeli.lindholm Additional Ways to Connect: Book a Discovery Call: Ready to scale with intention? Let's map out your next strategic move. Let's step into the conversation. KLC Consulting Website Kaeli on LinkedIn

Consumers aren't lacking for choice. Instead, they're usually drowning in a sea of options, and it's up to brands to find ways to go beyond simply removing friction and bring back the joy in shopping. Adding AI, and agentic AI into the mix can unlock new opportunities, but also brings with it new challenges. We're going to talk a little about all of it.We are recording here at eTail Palm Springs, and hearing from leading brands and the platforms and companies they rely on to innovate in retail. To help me discuss these topics, I'd like to welcome back to the show Noah Zamansky, VP Product, Tech, & Design, Client Experience at Stitch Fix About Noah Zamansky Noah Zamansky serves as the Vice President of Product and Client Experience at Stitch Fix, where he leads cross-functional teams spanning Product, Design, Engineering, Algorithms, and Platform Development. A seasoned leader, Noah has a proven track record of shaping product vision and strategy, designing exceptional user experiences, and spearheading the launch of new business ventures. Before joining Stitch Fix, Noah held the role of Senior Director of Product Management at eBay, overseeing Fashion and Vertical Experiences. Noah Zamansky on LinkedIn: https://www.linkedin.com/in/nzamansky/ Resources Stitch Fix: https://www.stitchfix.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Consumers aren't lacking for choice. Instead, they're usually drowning in a sea of options, and it's up to brands to find ways to go beyond simply removing friction and bring back the joy in shopping. Adding AI, and agentic AI into the mix can unlock new opportunities, but also brings with it new challenges. We're going to talk a little about all of it.We are recording here at eTail Palm Springs, and hearing from leading brands and the platforms and companies they rely on to innovate in retail. To help me discuss these topics, I'd like to welcome back to the show Noah Zamansky, VP Product, Tech, & Design, Client Experience at Stitch Fix About Noah Zamansky Noah Zamansky serves as the Vice President of Product and Client Experience at Stitch Fix, where he leads cross-functional teams spanning Product, Design, Engineering, Algorithms, and Platform Development. A seasoned leader, Noah has a proven track record of shaping product vision and strategy, designing exceptional user experiences, and spearheading the launch of new business ventures. Before joining Stitch Fix, Noah held the role of Senior Director of Product Management at eBay, overseeing Fashion and Vertical Experiences. Noah Zamansky on LinkedIn: https://www.linkedin.com/in/nzamansky/ Resources Stitch Fix: https://www.stitchfix.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company