Podcasts about client experience

What does it actually look like to build a fast-growing advisory firm without sacrificing the depth of your client relationships? In this episode, I'm sitting down with financial advisor Emily Rassam to take a behind-the-scenes look at the client experience, workflows, and team structure she's used to build a thriving practice serving approximately 270 families. We dig into how behavioral finance shapes everything from prospect conversations to financial plans, why every meeting in her firm has a defined purpose and process, and how her team delivers a highly personalized experience without relying on traditional client segmentation.In this episode you will learn:How to use behavioral finance questions to identify ideal clients and create deeper financial planning conversations.Why a structured onboarding process can differentiate your firm before a prospect ever becomes a client.How to build a flexible client service model that combines consistent processes with personalized planning.How strong workflows and delegation allow advisors to step away from prep and follow-up without sacrificing the client experience.If you've ever wondered how to create a more personalized client experience while still building a practice that can scale, this conversation gives you a look under the hood of a firm doing exactly that. You'll walk away with practical ideas for structuring your meetings, strengthening your workflows, using your team more effectively, and creating the kind of processes that give you more capacity to focus on the work you do best.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.

This episode features Tammy Armstrong, a longtime professional in the intellectual and developmental disabilities (IDD) field with nearly 50 years of experience. She discusses her career journey from direct support work and special education to case management, adult day services leadership, and her current role as Deputy Director of Client Experience at IntellectAbility. Tammy reflects on the evolution from a "care" model to a person-centered "support" model that emphasizes choice, independence, and self-determination for people with disabilities. She highlights the importance of communication access, staff training, technology, and health equity, sharing examples of how assistive communication tools can transform lives. Looking ahead, she hopes to volunteer in hospice care for people with IDD. Her key messages are to presume competence in people who do not communicate verbally, recognize that people with disabilities have the same interests, goals, and preferences as everyone else, and provide compassionate, trauma-informed support, especially during grief and end-of-life experiences.

There's one CEO skill that may be quietly capping your success—and it has nothing to do with how smart you are, how many credentials you have, or how good you are at financial planning. It's your ability to make decisions quickly. In this episode, we're talking about why advisors tend to overthink business decisions, how that slows your growth, and the simple framework I use to help advisors make decisions faster without being reckless.  In this episode you will learn:Why your financial advisor mindset might actually be slowing you down as a CEO.How faster decision-making creates momentum, better judgment, and more confidence over time.The Two-Question Rule for knowing when to make a decision quickly and when to slow down.How to use the 80% Rule to stop waiting for perfect information and finally make the call.You don't need to make perfect decisions—you need a framework that helps you make more good decisions, learn quickly, and keep moving. I'll also give you a simple seven-day decision sprint to help you put this into practice and start building your decision-making muscle immediately. Register for The Efficient Advisor x Quin: Workflow Show and Tell HERE! 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.

If you're already booking the number of clients you want to work with, but it feels like you're spending so much unnecessary time behind the scenes, your systems and automations might need an update. In this episode, I sit down with Holly Birch to talk about what happened after she completely overhauled her HoneyBook workflows using automated systems.What's especially interesting about this conversation is that Holly wasn't starting from scratch. She already had templates, proposals, email sequences, and workflows in place. But she knew her systems could be more efficient, more professional, and more scalable. A year after implementing new automations, we're looking back at what's actually changed in her business, from booking studio headshots automatically to creating a completely hands-off client experience for brand photography sessions.We also talk about why switching CRMs isn't a decision to make lightly, how automation creates consistency, and why the ultimate goal isn't simply saving time—it's deciding what you want to do with the time you get back.Find It Quickly00:23 - Meet Holly01:42 - Choosing a CRM02:56 - Why Switching CRMs Is Hard03:58 - Holly Before the Toolkit06:24 - Commercial Workflow Gaps08:25 - Brand Shoot Automation Flow10:18 - HoneyBook Smart File Workaround11:30 - Headshots Offer and Lead Forms13:54 - Schedulers and Calendar Control17:08 - Discovery Calls and Contact Paths20:19 - Headshot Clients and Repeat Companies22:39 - Prep Guides and Automation Savings23:58 - Time Saved Per Client24:27 - Updating Your Prep Guide25:27 - Automation Timing Fixes26:19 - Next Systems To Build27:31 - HoneyBook Galleries Debate30:23 - Pic-Time Integration Tips32:32 - Reducing Digital Clutter34:27 - Why Templates Help36:01 - Systems Create Consistency38:17 - Annual Systems Audit41:56 - Biggest Process Logjam43:00 - What To Do With TimeMentioned in this EpisodeThe Systems Behind the Scenes: How Automation Buys Me Back Time for MarketingHoneyBookFlodeskDubsadoPic-TimeRebrand by Maddie PeschongConnect with the GuestWebsite: hollybirchphotography.comInstagram: @hollybirchphoto

Eric Lien, Senior Vice President and Director of Treasury Management & Client Experience at Associated Bank, joins Steve Grzanich in today's Associated Bank Thought Leader conversation to explain how treasury teams are evolving into strategic advisors that help businesses manage cash flow, reduce risk, and plan for growth. Eric discusses the rising threat of fraud, the impact of interest rate uncertainty, how […]

What makes a reverse mortgage originator truly memorable? In this edition of Food For Thought, Jason Back of Broker Essentials explores why the next competitive advantage for mortgage professionals may have less to do with product or process — and more to do with creating a signature client experience. As customer expectations continue to rise, borrowers are no longer comparing their mortgage experience only with other lenders. They are comparing it with the best experiences they have across every part of their lives. Jason breaks down: Why your loan process can be copied, but your signature experience can't The evolution from product-led to advice-led — and now “signature” originators Four different originator archetypes and how they can help define your business Why educators and connectors are becoming increasingly valuable How to identify your own “signature sweet spot” across passion, personality and performance Why the experience clients remember can become one of your strongest drivers of advocacy and referrals For reverse mortgage professionals, it is a timely question: what are you known for, and what makes the experience of working with you unmistakably yours? Read the full article: https://hecmworld.com/2026/08/26/food-for-thought-how-to-build-a-signature-client-experience/ Watch or listen now for Jason Back's insights on how to stand out in an increasingly crowded mortgage market.

When your kid needs braces and you schedule a consultation, I think the bare minimum is to see the actual orthodontist, right?Turns out that is a bad assumption. Here's how it went ⤵️I took Chloe to three consultations this month and in this episode I'm walking you through all three to compare the client experience and how that affected my decision to choose one. Then I want you to go figure out if your own client experience is similar to one I reviewed. And if you're ready to give your systems a glow up, I've got 7 final Systems in Session spots for 2026. Come find me at coliejames.com/systems.

In this episode, Steven Jarvis, CPA, sits down with Jonathan Steele to discuss the evolving role of tax planning within financial advisory firms. Jonathan shares how his background in behavioral finance and hospitality has shaped his client experience, emphasizing that empathy, communication, and trust are just as important as technical expertise. They also explore why more independent firms are bringing tax preparation in-house, the challenges of creating a high-touch tax experience, and why integrating tax planning is becoming a competitive necessity rather than an optional service. The conversation highlights the importance of continuous learning, strong professional relationships, and delivering exceptional client service across every aspect of the financial planning process. https://zurl.co/SmPB3

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

I am excited to introduce Efficient Friday! Each week, in 10 minutes or less,  I want to share a super tactical tip, idea, process, hack, etc with you that you can implement in your business right away!In this episode, we dive into a common misstep advisors make—solving for the wrong problem. Are you actually demand-constrained or supply-constrained?

I gave three talks in three groups on three consecutive days this week, and in the last one I made an announcement I need to make here too: Systems in Session is no longer Dubsado-or-HoneyBook-pick-your-poison.I'll now build your client experience inside any of the five CRMs I actually recommend — Dubsado, HoneyBook, 17hats, Sprout Studio, or VSCO Workspace (formerly Táve). Because you were never paying me to teach you how to push buttons in a tool. You're paying me for reviews, referrals, and repeat clients.Also in this one: what's changed at all five CRMs recently, why I'll look at an all-in-one built on a real CRM but not at gallery software cosplaying as one, three weeks into my Systems Professor app build, and Knock Knock — the personal video tool I built this week because I got tired of the workarounds.Want to see Knock Knock in action? Go to https://coliejames.com/systems and click the bubble in the bottom right. Send me one while you're there — I have 10 seats left in Systems in Session for the rest of 2026.Best CRMs for PhotographersLatest episode with Kara

About the Guest: Kristin Andree, CFP® With 26 years of financial planning and advisory experience, Kristin Andree is a former Fortune 100 managing director who now serves as the founder of My FA Coach and creator of Advisor Edge. She has coached thousands of top advisors and firms across the industry, though she deliberately takes fewer than a dozen private clients and firms per year — typically those north of $1M in revenue. She's known for her signature philosophy: "know your people, find your people, love them hard." The Four Stages of an Advisor's Business Kristin frames every advisory practice as moving through four stages. Emerge covers the beginning, where advisors build momentum and habits. Elevate is where they start to scale and differentiate, pushing to the next level. Elite marks the shift from simply being an advisor to building real enterprise value, and Exit involves retiring, selling, or transitioning the practice to a successor. Along the way, predictable plateaus appear: the first typically hits around $250K–$350K of revenue, where advisors are working hard but not smart, and the next around $600K, where small tweaks are usually enough to get them past $1M. The Two Biggest Mistakes Advisors Make The first mistake is information overload — ideas are everywhere, but without help sorting through what actually fits your practice, market, and style, execution stalls. The second is trying to be all things to all people, failing to define a niche narrowly enough to stand out from the "sea of sameness." The fix, Kristin argues, isn't more information — it's accountability, implementation, and someone to help you eliminate everything below your minimum acceptable floor. Niche & Differentiation Most advisors can't clearly define who they serve, and "business owner" is far too broad to count. Narrow messaging is what makes an ideal client stumble onto you and think "that's me." The fear of narrowing is real, but when you go hard in your market, the other clients still show up through referrals. This matters more than ever because AI and search are changing discovery — prospects now search by their specific situation, so your messaging has to match to be found. AI in the Modern Practice Kristin uses AI daily for research and industry trend digests, and she built "Pocket Kristin," an AI coaching concierge trained on her frameworks, videos, and coaching, so Advisor Edge members can get answers between sessions. It's deliberately limited — handling practice management and languaging only, never planning, tax, or compliance topics. The real opportunity is time: AI note-takers alone can save advisors roughly 10 hours a week to redeploy toward clients. She sees a great divide in the industry, with some advisors embracing AI while others stay frozen — but as she puts it, it's a "when," not an "if." What AI Will Never Replace What technology can't touch is the human, relationship, and emotional side of advice, including the work of managing fear and greed that's hardwired into our biology. Kristin points to being present for clients in the moments that matter — recalling sitting with her aunt after a loss, where the paperwork took seconds but the human part was everything. AI can surface the strategy, but the advisor still owns implementation, accountability, and trust. The Race to Success Connection Coaching and practice management map directly to OIP's Business Throttle piston. The four growth levers — people, systems, marketing, and technology — all matter, but messaging comes before marketing. The biggest inflection is the seven-figure shift: moving from "best advisor" to business owner and CEO, building something that outlasts you. It all comes back to "slow down to speed up" — growth comes from doing the right, often hardest, things, not simply doing more.   **This is the Optimized Advisor Podcast, where we focus on optimizing the wellbeing and best practices of insurance and financial professionals. Our objective is to help you optimize your life, optimize your profession, and learn from other optimized advisors. If you have questions or would like to be a featured guest, email us at optimizedadvisor@optimizedins.com Optimized Insurance Planning

If you're building a business where actual humans pay you to work with them, there's a part of it almost nobody is talking about — and it's the part that determines whether people buy from you, stay with you, and tell other people about you. And it's not your marketing – it's the experience.In this episode I'm joined by my friend Natalie Madrigal, founder of Perfect Your CX, who spent more than a decade in customer success and community across tech — including Meta and Google for Education — before building a business helping expert-led businesses turn the customers and community they already have into their biggest source of growth, revenue and referrals. (She's also on the panel at Passionate & Prosperous LIVE! this October, and I could not wait to have this conversation with her!)In this juicy episode Natalie and I cover a lot of ground! We get into why the experience someone has with you starts long before they ever pay you a dime, and what it means to deliver on the promise your brand is making. We talk about the trust recession — where it came from, what the boom of the last few years did to people's willingness to invest, and how much of that comes down to people buying things and then being completely abandoned. And one of the things we are both obsessed with is how the customer experience has been flattened into "systems and automations" in the online space, and why that's backwards — because this is actually one of the best places in your whole business to let your personality and your judgment show. We break down the difference between being salesy and making someone feel special (which is something I coach on constantly!) And we geek out on retention as a revenue strategy, which almost nobody in this industry talks about.In this episode you'll hear:Where the customer experience actually begins — and why it's much earlier than most people thinkWhy "customer experience" is not the same thing as systems and automations, and what gets lost when you treat them as interchangeableWhat the trust recession is, where it came from, and what it means for anyone selling human-centered work right nowThe difference between being pushy and making someone feel seen — and why following up is not the same as being salesyWhy retention might be the most overlooked revenue strategy in this entire industryWhat to actually automate, what to keep your own eyes on, and how to tell the differenceThe small, unglamorous things you can start doing right now, whether you have three clients or three thousandNatalie is a sponsor and will be at Passionate & Prosperous LIVE! for both days this October, as well as on the panel — The Human Edge: Building Your Personal Brand in the Age of AI. Every single attendee is getting access to the suite of apps she's built, plus a personalized onboarding session with her.And if you want the free gift she mentions on the show — find her on Instagram, send her a "hey," tell her you came from my world, and she'll let you pick one.Find Natalie:Instagram: @perfectyourcxLinkedIn: https://www.linkedin.com/in/natalie-madrigal/Perfect Your CX: https://perfectyourcx.com/Passionate & Prosperous LIVE!: Your Genius Edge is happening October 16th & 17th in New York City. GET YOUR TICKET HERE!

In this episode, we're talking about something that might feel a little uncomfortable for advisors who love spreadsheets, checklists, and action plans—but it may be one of the most important conversations you'll have all year. Libby sits down with author, speaker, and former financial advisor Ellen Rogin to explore what abundance really looks like inside an advisory practice. From the way you think about money to the energy you bring into client meetings, Ellen shares how shifting from scarcity to service transformed her career and helped her build a thriving practice rooted in generosity, gratitude, and genuine connection.In this episode you'll learn: Why abundance isn't just a mindset buzzword—and how it directly impacts referrals, growth, client trust, and business successHow to identify scarcity thinking in your practice (even when you don't realize it's there) and replace it with more empowering beliefsThe role your own money story plays in how you advise clients, lead your team, and make decisions as a business ownerSimple daily habits that can help you create more space, clarity, generosity, and abundance in both your business and personal lifeIf you've ever found yourself chasing the next strategy, comparing yourself to other advisors, or feeling like success is always just out of reach, this episode is your invitation to pause and look inward. Because sometimes the biggest breakthrough isn't another tactic—it's learning how to operate from a place of abundance instead of scarcity. And as Ellen shares, when you focus on helping others win, amazing things tend to happen in return.Connect with Ellen HERE! 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.

This episode is a little different. Instead of another tactical strategy or productivity hack, Libby shares three hard truths that may be the very things holding talented financial advisors back from building the business they truly want. Drawing from more than 25 years in the industry, her own experience investing in high-level coaching, and years of working with hundreds of advisors, she challenges listeners to stop searching for more information and start becoming the kind of leaders who consistently execute. If you're ready for an honest conversation about what's really standing in your way, this episode is for you.In this episode, you'll learn:Why your biggest challenge probably isn't a lack of information, but a lack of consistent implementation—and how to finally bridge that gap.The difference between buying information and investing in accountability, proximity, and environments that create lasting transformation.Why many advisors unknowingly try to solve million-dollar business problems with transactional solutions, and what it takes to break that cycle.How shifting your identity from someone who starts to someone who finishes can completely change your business, your leadership, and your results.If you've been feeling stuck despite reading the books, attending the conferences, and buying the courses, this episode offers a refreshing perspective on what actually creates lasting change. Sometimes the next breakthrough isn't found in learning something new—it's found in finally implementing what you already know.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.

Thanks to Our Tique Talks Sponsors:Travel Collection - Connect and learn more about TC's DMCsSmeuse Studio - Receive 15% off your first purchase in the shop with code TIQUEA great client experience shouldn't require a travel advisor to be available 24/7. In the final episode of their summer series on boundaries, Robin and Jennifer break down the systems that allow travel advisors to deliver exceptional service without making themselves the center of every client interaction. From guides and forms to email templates, terms and conditions, and CRM automation, they share the systems they've implemented in their own businesses to create a more consistent client experience, reduce reactive communication, and protect their time. Because clients aren't hiring a travel advisor for unlimited access. They're hiring them for their expertise and a seamless travel experience.Today we will cover:(03:30) Why a structured client experience creates stronger boundaries(09:25) How forms can reduce back-and-forth communication and better organize important client information(18:20) Why travel advisors should have templated client emails(23:50) The role terms and conditions play in protecting a travel business(30:35) Why a CRM should serve as the central hub for client communication and documentation(35:00) Why clear processes can help filter out clients who aren't aligned with the way a business operatesResources Mentioned In This Episode:Scaling With Systems – Learn the systems Jennifer and Robin use to create boundaries, streamline operations, and scale a travel business without sacrificing client experience.How We Work & Investment Guide – Set clear expectations before discovery calls and help qualified leads understand your process before they book.What To Do When Guide – Give clients a single resource that explains what to do before, during, and while traveling to reduce unnecessary emails.Client Onboarding Guide – Create a seamless onboarding experience and answer common questions before they arise.Client Experience Templates – Ready-to-use email templates, forms, workflows, and client touchpoints designed to create a consistent, scalable client experience.5 Free Email Templates – 5 plug-and-play email templates that are totally customizable to your travel businessTravel Advisor Contract from The Legal PaigeDon't miss the Travel Business Intensive, happening August 24-26. Learn more and grab your ticket here → RESERVE MY SPOT!FOLLOW ALONG ON INSTAGRAM @TiqueHQ

One of the hardest conversations many financial advisors avoid isn't about investments or markets—it's about their own fees. If you've ever looked at your client list and realized your fee schedule has evolved over the years into something inconsistent, you're not alone. In this very candid conversation, Libby sits down with advisor Todd Lester to discuss how he tackled a firm-wide fee increase after more than 30 years in the business. Todd shares the mindset shifts, compliance considerations, communication strategies, and surprising results that came from finally aligning his fees with the value his firm provides.In this episode, you'll learn:Why inconsistent fee schedules create both compliance concerns and fairness issues across your client base, and how to recognize when it's time to make a change.How Todd delegated fee increase conversations to a trusted team member, why that approach worked so well, and what advisors can learn from using a third-party communicator.The biggest fears advisors have around raising fees, why those fears are often exaggerated, and how clients actually responded when presented with the changes.The remarkable outcome of Todd's fee increase project, including the recurring revenue added to his practice, the clients he retained, and the lessons he'll carry into future pricing decisions.If you've been putting off reviewing your fee schedule because the conversation feels uncomfortable, this episode will give you both the confidence and the practical ideas to move forward. You'll walk away with a fresh perspective on pricing, value, and why charging appropriately isn't just good for your business—it's also part of serving clients fairly and sustainably.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Most health coaches believe clients stay because of the protocol they provide.   But in reality, what clients remember most is how they feel throughout the entire journey—from their very first interaction to the moment they achieve their goals.   In this episode, we break down the simple systems that create an exceptional client experience and keep clients engaged long after the initial excitement wears off. You'll learn why small details often make the biggest difference and how creating a memorable experience can naturally lead to better retention and more referrals.   We'll also explore the key touchpoints that separate good coaches from great ones, along with a simple framework you can use to elevate every stage of the client journey. If you want to build a practice that grows through happy, loyal clients, this episode is for you.   On today's Integrative #HealthCoachSuccess episode 450, we're going to break down how to create an exceptional client experience that keeps clients engaged, achieving results, and referring others – Enjoy the show!   - - -   Listen or Watch At:  IHP.Coach/450   - - - Dr. Cabral's Book, The Rain Barrel Effect: https://amzn.to/2H0W7Ge - - - Become an Integrative Health Practitioner: https://integrativehealthpractitioner.org  

I changed my mind on a very common piece of business advice. It's one of the most common messages we hear as entrepreneurs: build a business that runs without you. But what if we've been chasing the wrong goal? In this episode, Libby shares a mindset shift that completely changed the way she thinks about systems, delegation, and business ownership. Drawing on a recent personal experience and an unexpected epiphany, she explores why freedom and absence are not the same thing—and why building a business that allows you to spend more time doing the work you love is a much healthier and more sustainable goal.In this episode, you'll learn:Why "build a business that runs without you" may not be the right goal for most financial advisors—and what to strive for instead.The difference between freedom and absence, and how shifting your perspective can reduce burnout and increase fulfillment.A simple "Freedom Audit" exercise to identify which responsibilities energize you and which ones are holding you back.How to use systems and delegation to protect your energy, operate in your zone of genius, and create a business that supports the life you want.If you've ever felt like your business still depends too much on you, this episode offers a refreshing perspective. Rather than trying to remove yourself from your business entirely, you'll learn how to intentionally design your role so you can spend more time doing the work that only you can do—and that you genuinely enjoy. It's a practical mindset shift that can help you build a business that serves you, instead of one that simply demands more from you.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

“The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie FlandersThank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together.My guest on today's show is Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology.Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow.As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders!Connect with Laurie:Laurie Flanders, SVP of Client Experience & Growth at Strum Platformstrumplatform.com Laurie: LinkedInStrum Platform: LinkedInShow notes from this episode:Shout-out: Lee AllenShout-out: Laurie's grandmotherPlace mentioned: Scottsdale, AZShout-out: MAC 2026 ConferenceBook mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim CollinsShout-out: Laurie's childrenIn this episode:[1:02] - We learn that Laurie originally wanted to be a middle school English teacher.[2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data.[5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance.[8:11] - Data creates value only when connected, understood, and turned into meaningful action.[11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships.[14:29] - Integrated systems improve personalized member service by keeping everyone on the same page.[16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them.[18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive.[21:00] - Laurie cites her grandmother as a perfect example of an effective leader.[24:25] - Learn why Laurie recommends the book Good to Great.[25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance.[26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.

What does it take to build a business that customers love and employees want to be part of?In this episode of the Insurance Producers Podcast, Cyrus Jaffery sits down with Billy Wagner to discuss the importance of creating exceptional client experiences, building a strong company culture, and making the transition from top producer to effective leader.Billy shares practical strategies for simplifying business challenges, building a high-performing team, and why every business owner should experience their office through the eyes of a client. If you're looking to grow your agency while creating a business people remember, this episode is full of actionable insights you won't want to miss.

See what the team at The Successful Bookkeeper has on right now → Customer experience expert Shep Hyken is back, and this conversation cuts straight to one of the most stubborn problems in the bookkeeping profession: the race to the bottom on price. Shep lays out why competing as a commodity is a choice — and a dangerous one — and gives bookkeepers a practical framework for building client relationships that make price almost irrelevant. Chapters [00:00] Welcome and what has changed [02:35] AI, automation, and human jobs [06:30] The commodity trap explained [10:00] Competing on experience not price [13:00] Panera and moving humans to high-impact roles [16:00] Making routine interactions memorable [19:00] The six-step I'll Be Back framework [25:00] Journey mapping your client touchpoints [28:00] Consistency is what amazing looks like [30:00] Free resources from Shep Hyken The Commodity Trap Is a Choice You Make When a client sees you as a commodity, they're looking at your price, not the value of the experience you deliver. Shep argues that most bookkeepers already have the expertise to serve virtually any client well — so expertise alone no longer differentiates you. "Somebody that views you as a commodity is looking at your price, not just the experience that you have to offer." The solution isn't to slash rates; it's to make the relationship so strong that price becomes a secondary consideration. Competitive pricing and lowest pricing are not the same thing. AI Amplifies Who You Already Are Shep is clear that AI and automation aren't going away, but the firms quietly losing ground are the ones that have over-automated and stripped out the human element. He describes his own CPA firm eliminating his year-end review meeting in favor of a digital questionnaire — and how that single change made him start shopping around. "By going automated and not having that meeting, they just threw themselves into a commodity." The better move is to use automation to absorb the repetitive, low-touch tasks so you have more capacity for meaningful client conversations — not fewer. The Six Questions That Build an "I'll Be Back" Experience Shep walks through his six-step framework for understanding why clients choose you, why they might choose a competitor instead, and how to borrow ideas from outside your industry to raise your own standard. The exercise ends by asking: after everything you've learned, does your answer to "why me?" change? He also points to Amazon's order-confirmation model as an example bookkeepers can adapt — proactive, personal communication that keeps clients informed and feeling looked after. Journey Mapping: Find the Pain Before Your Client Does One of the most practical ideas in this episode is journey mapping every touchpoint a client has with your firm — from how the phone is answered to how the monthly invoice lands. Shep uses the example of restaurateur Will Guidara, who turned paying the bill at a high-end restaurant into a moment guests couldn't wait to tell their friends about. The same thinking applies to bookkeeping: "Find where those memorable opportunities are." There are moments in every client relationship — onboarding, monthly reporting, the annual review — that feel routine to you but could be genuinely memorable for them. Consistency Is What "Amazing" Actually Looks Like Shep closes with a reframe that is easy to miss: you don't need to be dramatically better than the competition. You need to be consistently and predictably better than average. "When that word always creeps in there — they always get back to me quickly, they always have the answers — you are operating above average." Trust is built through repetition, not grand gestures. Clients who can rely on you without having to think about it are clients who never seriously consider leaving. Links Mentioned Hyken.com — Free annual customer experience research report and the Customer Confidence Score PDF (no email required) "Unreasonable Hospitality" by Will Guidara — Referenced for journey mapping and memorable experience design Pure Bookkeeping — Episode sponsor: purebookkeeping.com The Successful Bookkeeper — Show home and episode resources: thesuccessfulbookkeeper.com About the Guest Shep Hyken is the Chief Amazement Officer at Shepard Presentations and a hall-of-fame keynote speaker and New York Times bestselling author specializing in customer service and experience. He has advised organizations across industries on building loyalty, reducing churn, and creating cultures where clients feel genuinely cared for. Shep is a returning guest on The Successful Bookkeeper and brings research-backed, immediately actionable thinking every time he joins the show. About the hostMichael PalmerMichael Palmer is the host of The Successful Bookkeeper podcast and co-founder of Pure Bookkeeping and The Successful Bookkeeper. He started this work because of his father — a brilliant electrical contractor who worked twice as hard as he should have had to, because nobody on the financial side was in his corner. That gap is what The Successful Bookkeeper exists to close. His view: bookkeepers are the most undervalued force in small business — and every bookkeeper who builds a real business changes two families: theirs, and their clients'.

319: Lead Management and Client Experience Systems that Boost Profitability Joining me today is Porsche Williams, Founder and CEO of The Prototype, a business operations and client experience firm exclusively for designers. Porsche is passionate about helping design businesses streamline growth by refining their processes and elevating the client journey.   In today's episode, we're diving into client experience and lead qualification—two critical areas that can make or break your profitability. Porsche shares where the hidden profit leaks happen before projects even begin and how you can tighten your systems to create a more efficient, profitable business. Topics Mentioned: Communication Efficiency Business Operations Key Thoughts:  Three key patterns in lost leads: lack of follow-up, inconsistent communication, and avoidable mishaps during project execution. Consistent communication with clients builds satisfaction and trust in the design process. If you don't have follow up sequences for leads, focus on this before going after more leads. Focus on quality over quantity with leads. Contact Michele: Email: Team@ScarletThreadConsulting.com Facebook: Scarlet Thread Consulting Instagram: @ScarletThreadATL Website: scarletthreadconsulting.com LinkedIn: Michele-Williams Contact Porsche: Email: porsche@theprototype.net Website: https://www.theprototype.net/ Instagram: https://www.instagram.com/theprototypelifestyle/  https://www.linkedin.com/in/porsche-williams/     References and Resources: Work with Me The Designers' Inner Circle - Become a Member Today    CFO2Go Metrique Solutions

You built the process... so why aren't you (or your team) following it? This episode is all about the difference between creating great processes and actually getting your team to follow them. While most advisors spend time documenting workflows, the real challenge is building habits that stick when business gets busy. Libby shares practical strategies for turning systems into your firm's default way of operating, helping advisors reduce mistakes, create consistency, and build a business that can truly scale without relying on constant oversight.In this episode, you'll learn:Why implementation is a completely different skill than process design, and why even great systems fail without consistent execution.Simple ways to help your team build new habits, including creating "pause points," making SOPs easy to access, and eliminating exceptions.How to create a culture that rewards following the process instead of celebrating lucky shortcuts that eventually create more work.Practical leadership strategies for auditing your systems, encouraging team feedback, and building lasting process adoption through repetition and accountability.If you've ever built a process only to watch your team slowly drift back to the old way of doing things, this episode will give you a practical framework for making change stick. Small, consistent improvements—paired with intentional implementation—can transform the way your business operates, creating a smoother experience for both your team and your clients while helping your firm scale with confidence.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

If you only had 20 minutes to diagnose why your advisory firm feels chaotic, where would you look first? In this episode, Libby walks you through the same rapid-fire audit she uses to identify the biggest operational bottlenecks inside an advisory practice. Instead of focusing on working harder or becoming more disciplined, you'll learn how to quickly pinpoint the systems that are creating unnecessary stress, consuming your time, and keeping you stuck as the bottleneck in your business. By the end of this episode, you'll have a simple framework you can use to perform your own 20-minute operational audit and identify exactly where to focus next.In this episode, you'll learn:The four core systems Libby evaluates first to quickly identify operational bottlenecks inside an advisory practice.How to perform your own 20-minute business audit to uncover where your firm is losing the most time and creating unnecessary stress.The common warning signs that your onboarding, service model, service requests, or internal projects need attention.How to identify the one process improvement that will create the biggest impact instead of trying to fix everything at once.Building a more efficient business doesn't require reinventing your entire practice overnight. It starts with identifying the one system that's creating the biggest drag on your time, energy, and client experience. Take 20 minutes, complete the audit, and commit to improving just one process this quarter. Small, intentional improvements compound into a business that gives you more capacity, more consistency, and ultimately more freedom.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Great client experiences don't happen by accident. They're built through dozens of intentional decisions before, during, and after every project.This week, Kyle sits down with Darin Kuns of DK Construction to share how his team has intentionally designed an experience that stands out. From customer confidence checkups and post-project interviews to thoughtful job site standards and small gestures that make clients feel valued, Darin explains how the little details create lasting trust.If you're looking for practical ideas on building a company people can't wait to recommend, this episode is packed with ideas you can start using right away.Want to keep in touch with past clients and prospects without the hassle of writing content yourself? That's exactly what Remodelers AutoPilot does — each month you get a done-for-you email newsletter and social media posts, ready to send.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 TakeawaysFix pre-construction bottlenecksImprove planning before productionDelegate to increase capacityTrack client confidenceCreate memorable client experiencesGather post-project feedbackSet clear job-site standardsRecognize and support employeesChapters00:00 Introduction and Episode Context00:33 Celebrating 400 Episodes and Guest Suggestions01:02 Highlighting Todd DeWalt and Construction Leading Edge01:48 DK Construction's Market and Business Focus02:11 Identifying Business Heartburns and Bottlenecks03:07 Addressing Capacity and Process Challenges04:22 Strategies for Smoother Project Handoffs05:15 Handling Change Orders and Project Variances06:04 Time Management and Capacity Planning07:11 Setting Small Wins in Project Selection07:53 Focusing on Capacity and Focused Work08:56 Company History and Market Overview11:01 Developing Client Relationships and Expectations12:06 The Three Uniques of DK Construction14:48 Employee Recruitment and Incentives20:08 Client Experience and Customer Confidence24:58 Enhancing Client Delight and Little Things30:12 Implementing Client Feedback and Post-Project Surveys34:50 Company Culture and Employee Recognition39:58 Team Communication and Meeting Optimization44:52 Signage and Job Site Respect50:03 Letting Go of Control and Delegation51:52 Building a High-Performance Team55:00 Final Thoughts on Customer Service and Business Growth

Send us Fan MailYou paid for a brand shoot, you love the photos, and they're sitting in a folder on your computer not booking a single client. Here's the truth: the photos that fill your calendar are not about how you look. They're about what your future client needs to see to feel ready to hire you. That's a completely different brief.In this episode, I'm giving you the 5 questions to answer before your next brand shoot so every photo pulls its weight in your marketing.In this episode, I cover:Why brands using original photos see a 35% increase in customer trustThe most overlooked shot in every brand session (not one photographer I've worked with planned for it)What to wear when you don't have a uniform, and the 4 colors that work with any brand paletteHow your client's before-and-after emotions become a visual brief for your expressionsVaried looks: how one shoot can fuel a year of scroll-stopping contentWhy your tools, your workspace, and even your pets belong in your photosHow these photos become Pinterest pins, reel covers, and thumbnails that stop the scrollGrab the free Brand Shoot Prep Checklist inside my Visibility Vault at learn.jenvazquez.com/resources, and if you're ready for a shoot planned around your marketing, book a free discovery call at jenvazquez.com/discovery.  Or, read right here. https://jenvazquez.com/brand-photo-shoot-prep-5-questions-that-book-clients/Support the showWanna learn Pinterest with an expert there to help for only $37?  Pinterest Visibility Sprint is a 2 hour Sprint to optimize your Pinterest and create a marketing workflow Pinterest Visibility Sprint Here are some free things I've got coming up:Want your account audited? FREE Pinterest Audits LIVE on YouTube. Free Pinterest Masterclass

If you've ever wondered whether Systems to Scale Group Coaching is the right next step for your business, this episode is for you. Libby pulls back the curtain on exactly who the program is designed for, who should wait, and why so many successful advisors eventually realize they don't have a revenue problem—they have a capacity problem. You'll hear the philosophy behind the program, what transformation advisors can expect over the 10-month coaching experience, and answers to many of the most frequently asked questions about how the program works, what the commitment looks like, and what you can expect if you decide to join.In this episode, you'll learn:Why the biggest bottleneck in a growing advisory firm is often the advisor themselves, and how documented systems create more capacity without sacrificing client experience.The three core beliefs that shape the Systems to Scale coaching program and why incremental process improvements outperform trying to overhaul your business all at once.What actually happens during the 10-month group coaching program, including how the live coaching, small accountability pods, templates, office hours, and implementation support work together to help you build lasting systems.Who the program is the best fit for, who should wait before joining, and how to determine whether now is the right time to focus on building the operational foundation for your business.If you've built a successful practice but still feel like everything depends on you, this episode will help you determine whether it's time to stop being the bottleneck and start building a business that can consistently deliver an exceptional client experience without relying on your memory. Whether you decide to join the program now or sometime in the future, you'll walk away with a clearer understanding of what it takes to transition from busy advisor to true CEO.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Every coach dreams of having more freedom in their business, but most are buried in repetitive tasks that quietly steal hours every week. The problem isn't that you need to work harder. It's that your business needs better systems.In this episode, Kendra sits down with automation expert Nicole Harlow to unpack the behind-the-scenes systems that help business owners reclaim their time without sacrificing the client experience. They discuss where AI actually belongs in your business, the biggest automation mistakes coaches make, and why creating intentional client journeys can improve both efficiency and connection.Whether you're still doing everything manually or you're ready to streamline your operations, this conversation will help you identify the bottlenecks that are keeping you stuck and show you how simple systems can create more freedom, consistency, and room to grow.In This Episode:The "red Ferrari with no engine" mistake almost every coach makes when they build their businessHow to tell if your plateau is a marketing problem or a backend problem (most people guess wrong)The one simple automation sitting in your CRM that could be quietly making you thousandsWhy hiring a VA before you do THIS just transfers your chaos to someone elseWhat 7 AI employees actually do in Nicole's business right now

In Episode 190 of the Best Coach Ever podcast, we're breaking down what actually separates coaching businesses that consistently generate $50K-$100K months from those that stay stuck at the same revenue ceiling. Lynette shares the six core components every scalable coaching business needs—and why simply posting more content or working harder isn't the answer.From creating true demand for your offers to building predictable lead generation and sales systems, this episode dives into the infrastructure behind sustainable business growth. Lynette also explains why positioning matters more than qualifications, why tracking your numbers is non-negotiable, and how successful CEOs make decisions based on data instead of emotions.If you're ready to stop relying on luck, viral content, or inconsistent launches and start building a coaching business that scales predictably, this episode gives you the roadmap to think and operate like a true CEO.If you love this episode, don't forget to leave a 5-star rating and a quick review. It's the best way to support the podcast and help us keep bringing you practical business strategies every week.In this episode, we cover:1) Why Scaling Requires a Different Business Model [0:00 - 6:20] -Scaling isn't about working harder—it's about building a different infrastructure. -The mindset shifts required to move from $10K months to $50K+ months.2) Creating Demand for Your Coaching [6:21 - 12:15] -What true demand looks like beyond followers and engagement. -How marketing, client results, and FOMO make people eager to buy.3) Building Predictable Lead Generation [12:16 - 18:30] -Why relying on viral content creates inconsistent income. -The importance of multiple lead sources and a full sales pipeline.4) Positioning & Sales Systems That Scale [18:31 - 26:00] -Why premium positioning matters more than competing on price. -How repeatable sales processes consistently turn leads into clients.5) Client Experience & CEO-Level Business Management [26:01 - 33:15] -Why retaining clients and generating referrals fuels long-term growth. -How great client experiences protect your reputation and revenue.6) Using Data Instead of Emotion to Make Decisions [33:16 - 35:40] -Why tracking business metrics eliminates reactive decision-making. -How identifying bottlenecks helps you solve the right problems faster.7) Final Takeaways: Build Systems, Not More Work [35:41 - End] -Why doubling down on proven offers beats constantly creating new ones. -The six pillars every sustainable six- and seven-figure coaching business is built on.Connect with Lynette:Instagram: https://www.instagram.com/lynettemariehFitness Coaching Business Accelerator: https://fcbaprogram.comThe Wellness CEO Mastermind: https://wcmprogram.com

If you've ever looked around your business and thought, "I know I need better systems, but I have no idea where to start," this episode is for you. In today's conversation, Libby shares one of the most impactful exercises from a recent CEO Day with her alumni community—an exercise that gives advisors immediate clarity on where to focus next. Instead of chasing every new idea, you'll learn how to identify the one or two processes that will create the biggest impact in your business over the next 90 days.In this episode, you'll learn:How to assess the eight core processes every advisory firm needs to build a scalable business.A simple five-level framework to evaluate the maturity of each process, from "winging it" to delivering an exceptional client experience.Why incremental improvements consistently outperform trying to overhaul your entire business at once.How to use the Process Assessment Wheel to prioritize the next system or workflow that will create the greatest momentum in your firm.Building a business that runs more efficiently doesn't happen by tackling everything at once. It happens by making intentional improvements one process at a time. This exercise will help you gain clarity, focus your energy where it matters most, and create meaningful progress without feeling overwhelmed. Be sure to download the accompanying worksheet and use it during your next CEO Day to measure your progress and plan your next steps.DOWNLOAD THE ASSESSMENT HERE! Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Listen to The Modern Hairstylist PodcastConnect with Hunter on Instagram at @hairbyhuntyClients expect a personalized experience today, and most hairstylists assume that means more manual work, more back and forth, more time spent trying to make every client feel special one by one. In this episode, Hunter Donia breaks down how he builds automations and systems that make the client experience feel deeply personal without having to manually create that experience every single time. We talk about what a trigger is and why it's the foundation of any personalized system, why a digital consultation form gives you more real personalization than almost anything else in your business, and why so many stylists confuse control with personalization when the two aren't actually connected.→ Why personalization requires a trigger, and what that actually means in practice→ How a digital consultation form collects the exact information you need to personalize the client experience→ Why checkout information alone can never give you a truly personalized result→ How to build a system where a client's own input shapes what happens next for them→ Why online booking doesn't take away the personal touch, and how to keep it while still setting boundaries→ How giving clients a booking link for their specific service creates a more personalized, more convenient experience→ Why learning new tech feels uncomfortable at first, the same way learning a new technique behind the chair does→ How AI is opening up new ways to personalize the backend of your business right now→ Why the digital consultation form is the single best place to start if you want to personalize your client experience in 2026Mentioned in this episode:Escape To Elevate RetreatsLearn more and apply for Escape To Elevate - www.escapetoelevate.com

One of the biggest mistakes I see growing advisory firms make is waiting too long to define roles and responsibilities. When your team is small, it's easy for everyone to pitch in wherever needed. But as your firm grows, those blurry lines quickly turn into confusion, duplicated work, bottlenecks, and frustration.In this episode, I share one of the exercises we teach inside our Systems to Scale Group Coaching Program that helps advisors create clear job roles before they become a problem. You'll learn why well-defined roles aren't about creating bureaucracy—they're about giving your team clarity, creating better accountability, making delegation easier, and building a business that's ready to scale. Whether you have one employee or ten, this framework will help you stop building jobs around people and start building a business that can grow intentionally.In this episode, you'll learn:Why every advisory firm needs clearly defined roles and job descriptions long before you think you do.How to identify the core functions of your business and organize responsibilities so everyone knows exactly what they own.The difference between building a role around a person versus hiring the right person for a well-defined role—and why that distinction changes everything as you scale.How creating an organizational chart and role structure today makes delegation, hiring, annual reviews, and future growth dramatically easier.The strongest businesses aren't built by adding more people—they're built by creating clarity. When every person understands their role, how they contribute to the firm's vision, and where opportunities for growth exist, your business becomes easier to lead, easier to scale, and far less dependent on you being involved in everything. It's one of the simplest CEO exercises you can do today that will continue paying dividends as your firm grows.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

I had so much fun talking with Javon Longieliere. From the moment we started, it felt like I was chatting with an old friend. We laughed, shared stories from our careers, and explored something I'm passionate about—creating photography experiences that are just as meaningful as the finished portraits. Javon reminded me that our greatest gift as photographers isn't just taking beautiful pictures; it's helping people feel seen, comfortable, and connected. Those are the moments that become family legacies. We also talked about how building genuine relationships with our clients not only changes their experience but also creates a more rewarding and profitable business. In This EpisodeCreating unforgettable client experiencesBuilding trust through connectionCapturing genuine emotionWhy in-person reveals matterCreating photographs that become family legacies About My GuestJavon Longieliere is an award-winning portrait photographer from Valdosta, Georgia, and a Master Photographer, Master Wedding Photographer, Photographic Craftsman, and Certified Professional Photographer (CPP). He is known for creating meaningful client experiences that result in authentic, story-filled portraits and lasting relationships.Connect with JavonWebsite: https://www.longieliere.comFree Gift: Getting Started with the Santa Experiencehttps://www.longieliere.com/luciConnect with Photography Business Coach Luci Dumas: Website Email: luci@lucidumas.comInstagram FacebookYouTubeNew episodes drop every week — make sure to subscribe so you never miss an inspiring guest or a powerful solo episode designed to help you grow your photography business.

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

Start Dreaming Up YOUR Barndominium: https://www.thebarndominiumco.com/contactThis week Nick Menz (Director of Construction) talks with Alishia Fields (Director of Client Experience) about the intersection of their areas of work. They talk about the expansion of the Client Experience area of Barndo Co, how that looks for YOU, and why it's important to the Construction Process!______________________________________________________________________The Barndo Co builds custom Barndos all around the Southeast US. If you are considering building a barndominium, schedule a call with us today - https://thebarndominiumco.com/contact/Connect with us at:https://www.facebook.com/thebarndominiumco/https://www.instagram.com/barndoco/https://soundcloud.com/thebarndocohttps://www.crunchbase.com/organization/barndo-cohttps://maps.apple.com/place?auid=15697825905394762793https://www.inc.com/profile/the-barndo-cohttps://www.pinterest.com/barndoco/https://www.linkedin.com/company/barndominium/#barndominiums #barndo #podcast

Law firms deal with serious issues, but that does not mean every client interaction has to feel heavy. In episode 626 of the Lawyerist Podcast, Stephanie Everett talks with Jennifer Cargo about humor as an underrated communication skill for lawyers and law firm teams.  Jennifer shares how her experience with comedy training and amateur standup shaped the way she connects with clients, leads a team, and lightens stressful moments inside a law firm. From breaking the ice during client signings to helping team members feel more comfortable bringing challenges to her, she explains why humor is not about being silly or unprofessional. It is about paying attention, reading the room, and making people feel at ease.  Together, they explore how small moments of levity can build trust, improve client experience, and create a more approachable workplace culture. Jennifer also shares what comedy teaches about timing, observation, confidence, and finding the absurdity in everyday life.  A more human law firm does not always start with a new process or platform. Sometimes, it starts with the way you make people feel when they walk through the door.  Listen to our previous episodes on Law Firm Communication & Client Trust.   #609: Improve Client Satisfaction Without More Work: Designing Smarter Legal Services, with Laura Hartnett Apple | Spotify | LTN  #606: Breaking the Copycat Cycle: Building a Law Firm with Personality, with Patrick Patino Apple | Spotify | LTN  #592: Client Care, Culture and Character: A Framework for Great Leaders, with William O'Neal Apple | Spotify | LTN  #462: Designing an Empathetic Client Experience, with Kirk Simoneau Apple | Spotify | LTN  #338: Reframing Your Client Experience, with Spencer Keys Apple | Spotify | LTN    Have thoughts about today's episode? Join the conversation on LinkedIn, Facebook, and Instagram!  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  00:20 – Humor as a Serious Communication Skill  00:45 – What Makes LabCon Different  02:05 – Working on the Business, Not Just in It  04:03 – Meet Jennifer Cargo  05:17 – How Comedy School Changed Jennifer's Perspective  06:29 – Practicing Confidence Before the Stage  07:22 – Standup, Improv, and Learning to Be Funny  08:42 – Observing the Absurdity Around You  09:05 – Turning Office Friction into Client Connection  10:44 – Humor and the Client Experience  12:06 – Finding Levity Without Dismissing Stress  14:43 – Why Smiling Changes the Interaction  15:29 – Timing, Pauses, and the Structure of a Joke  18:56 – What Law Firms Can Learn from Comedy  20:27 – Building Trust Through Approachable Leadership  22:45 – AI, Comedy Writing, and Creative Prompts  24:51 – Using AI as a Thought Partner  25:17 – The Value of Trying Something New 

Is your idea of a luxury experience one where you're the one showing up for every part of it? This episode is for the concierge-level service providers out there — the ones who don't want automation replacing the calls, the in-person consultations, or the hands-on parts of the process. I'm walking through why you still need systems (just not the kind I usually talk about), how to stay consistent without burning yourself out, and why a scheduler still matters even when you're the one booking the date live on a call.I'm also giving you a heads up on next episode, where I'm sitting down with my client Xan Heller to talk about how this played out in her real business — including the systems she swore she'd never use.If this is you, I'm currently booking Q3 spots for Systems in Session, and if you join by July 10th, you'll get next week's Experience Edit live sprint completely free. Details at coliejames.com/systems.

In this episode of The Session with Londa and David, we kick things off with a fresh studio, a nostalgic Fourth of July recap, and then dive straight into how to intentionally win the second half of the year in real estate and lending. From focusing on the parts of the process you can control, to elevating client communication, to protecting your own energy so you can be a true “step-down transformer” for emotional clients—this conversation is packed with practical mindset and business shifts you can use right now. 3 Business Takeaways: 1) Control the controllables, forget the rest You can't control interest rates or the broader market—but you can control your processes, your speed to close, your communication, and the experience you create for clients and partners. 2) Sell your process, not the market Instead of “selling rates,” sell your predictable, dialed-in system (like a 12.5-day average from submission to clear-to-close) and position yourself as the safest, smoothest choice in any market. 3) Protect your energy to serve at a higher level Putting on your own “oxygen mask” first—sleep, movement, nutrition, downtime, and doing one thing at a time—turns you into that “step-down transformer” who can absorb clients' high-voltage emotions and respond with calm, clarity, and leadership. #RealEstateBusiness #MortgagePros #EntrepreneurMindset #ClientExperience #SecondHalfStrategy

What makes a photography experience unforgettable? It's not just beautiful images. It's how your clients feel from the very first inquiry to the final gallery delivery.In this episode, I sit down with photographer Maegan Grendall to talk about the client workflow that has helped her create a seamless, personalized experience while building a business fueled by referrals and repeat clients.We dive into the systems, communication, and intentional touch points that make clients feel cared for every step of the way, while also creating a workflow that's sustainable for photographers.Whether you're just starting out or refining your client experience, you'll walk away with practical ideas you can implement right away.In This Episode:Why your client experience starts long before the session.The workflow steps that help clients feel confident and cared for.Simple ways to stand out in a competitive photography market.How clear communication creates happier clients and fewer headaches.The small details that lead to more referrals and repeat bookings.Creating systems that save time without sacrificing a personal touch.Why she feels contracts are one of the most important parts of the workflow (Here are the ones I use CODE: RACHELTR10 for 10% off) If you're ready to elevate your client experience and build a photography business that feels both professional and personal, this episode is for you.About the guest:Maegan Grendell is a portrait and wedding photographer based in northern Utah, serving clients wherever their stories take her. After studying art and design at Utah Valley University, she followed her passion for photography full time, turning a lifelong love of creativity into a career.With a camera in her hands since the age of three, Maegan is passionate about creating an experience that goes far beyond beautiful photos. She believes photography is about helping people feel confident, seen, and genuinely cared for from the first inquiry to the final gallery. Her thoughtful client workflow and intentional approach have helped her build a business rooted in connection, storytelling, and unforgettable experiences.When she's not behind the camera, you'll find her traveling, spending time with family and friends, listening to music, working out, searching for the perfect drink, or attempting to learn guitar.Connect with Rachel:

If you've ever wondered what it actually takes to build a successful advisory firm while working fewer hours, this episode pulls back the curtain. After receiving more than 80 questions from advisors, I'm sharing the honest story behind my three-day workweek. From the systems and team structure that made it possible to the mistakes, trade-offs, and mindset shifts along the way, this is the first of a two-part series that dives into exactly how I redesigned my business to support the life I wanted instead of the other way around.In this episode, you'll learn:Why reducing your workweek isn't about working less—it's about intentionally designing a business that doesn't require you to be constantly available.How I gradually reduced my schedule from 70-80 hour weeks to a sustainable three-day workweek through systems, delegation, and intentional calendar design.The practical strategies we used to set client expectations, protect boundaries, and deliver exceptional service without sacrificing responsiveness.How building documented processes, hiring the right team members, and creating a structured model week dramatically increased my productivity and revenue per hour.If you've been dreaming about creating more freedom in your business but aren't sure where to start, this episode will challenge the way you think about time, productivity, and what it really means to build a business that serves your life. Next week, I'll dive even deeper into the numbers, team structure, client service model, and the step-by-step roadmap you can use to begin creating your own version of a more intentional workweek.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Are your customers loyal to you, or just doing business with you until something cheaper comes along?  In this episode of The Dickie and Donny Show, business coaches Dickie and Donny break down the difference between creating clients and creating fans, using lessons from the wildly popular Savannah Bananas and their fan first approach to business. They dig into two types of friction that quietly damage client experience: micro frictions, the small unnoticed issues that pile up over time, and macro frictions, the obvious problems everyone sees but few businesses fix. From a pothole in a parking lot to a 10 second gap in music, small details shape how customers feel about your brand. Dickie and Donny also explore why your product is not really your product. Your process is your product. Two competing businesses can sell the exact same thing, but the experience around it is what creates true fans. They share real client stories about building fan loyalty before someone even signs a contract, the power of a simple video text, and why a polarizing vision might be the key to attracting the right customers and repelling the wrong ones. If you are a business owner who wants loyal customers, referrals, and a business that runs without chaos, this episode will change how you think about every touchpoint in your client journey. Learn how to build a business that creates raving fans and gives you back your time. Take the free 7 minute business assessment at businessonpurpose.com/healthy

If there's one thing every financial advisor says they value, it's time. But when it comes to running our own businesses, many of us make decisions that protect our bank account while quietly sacrificing months or even years of our lives. In this episode, I challenge that mindset and explore why buying speed, guidance, and systems is often one of the smartest investments you can make. I'll walk through a simple way to evaluate the true cost of waiting and share a practical exercise to help you stop trading time for unnecessary trial and error.In this episode, you'll learn:Why advisors consistently say time is more valuable than money, but often make business decisions that suggest otherwiseHow to think about the real value of investing in systems, templates, coaching, and support based on the speed of the outcomeA simple exercise to identify the projects that have been quietly costing you time, revenue, and peace of mindHow adopting a CEO mindset can help you optimize for saving years instead of simply saving dollarsThe best investment you can make isn't always the one that costs the least. Sometimes it's the one that helps you reclaim your time, reduce unnecessary stress, and accelerate the business and life you're trying to build. If you've been putting off an important project because you're trying to do it all yourself, I hope this episode gives you permission to stop waiting and start buying back your time.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

In this episode, join John Ball, VP of Supply Chain at Torrid, and Ryan Dupuis, Director of Onboarding and Client Experience at DHL Supply Chain, as they discuss Torrid's returns transformation, customer loyalty and the partnership that enabled seamless omnichannel growth. Discover how they navigate change and what's next for returns in modern retail. 

One of the hardest conversations advisors have is about changing expectations with long-time clients. If you've created (or maybe inherited) a service model that's packed with quarterly meetings simply because "that's how it's always been," this episode will help you rethink what truly delivers value. I'll share a simple client script you can use to confidently transition appropriate clients to fewer meetings while strengthening—not weakening—the relationship.In this episode you will learn: Why meeting less often can actually improve your client experience instead of diminishing itA simple script you can use to confidently transition clients from quarterly meetings to a more appropriate cadenceHow to reposition your value so clients understand that your expertise happens between meetings—not just during themThe mindset shift every advisor needs to make when designing a client service model that is fair, scalable, and profitableYour meeting schedule should reflect the value you deliver today—not the promises you made years ago when you first opened an account. By intentionally setting expectations, communicating the work happening behind the scenes, and building a client service model around impact instead of meeting frequency, you can create a better experience for your clients while building a more efficient business for yourself.Join the Systems to Scale Group Coaching Program HERE! Register for the Asset+Map Do It Together Webinar HERE! 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.

Hey Friend, Welcome to the Start That Business Podcast, where Christians with a 9-to-5 get the clarity, strategy, and faith-first guidance they need to step boldly into their calling to start a service-based business without leaving their job yet. In this episode, I sit down with Marc Haine, Customer and Employee Experience Strategist, bestselling author of Lights! Camera! Action!, and founder of Elite Headline Speakers, to talk about why extraordinary client experiences are never an accident; they are designed. By the end of this episode, you will know how to create a client experience so intentional that your very first client remembers you, refers you, and comes back. We get into the small, nearly free moments that make a new client feel deeply cared for, and how taking care of the people around you is what ultimately takes care of your customers. I pray this blesses you. . Today's Episode Spotlight Join the Arise and Shine Prayer Call @ 5 am CST | 6 am EST Join the Arise and Shine 365 Challenge . Ready to Start Your God-Given Business Without Leaving Your Job Yet? Take my free workshop and stop waiting for the conditions to be right. This workshop is for Christians with a 9-to-5 who feel called to start a service-based business. Sixty minutes. Four 15-minute blocks. The biblical, steady, faith-grounded framework for starting your God-given business without leaving your job yet. Join the Free Workshop: How to Launch Your First Service-Based Business Without Quitting Your Job Yet

Every business decision is doing one of two things. It's either building authority or destroying it.  In this episode, Jake breaks down five business decisions that are silently ruining personal brand authority. From the way you position your pricing and package your offers to the way prospects experience your sales process, onboarding, and client journey, these hidden decisions shape whether people trust you, value your expertise, and see you as the obvious choice.  Because personal branding is about far more than logos, colors, and social media presence. True authority is built throughout the entire customer journey. Every touchpoint either reinforces confidence or creates doubt.   Whether you're a coach, consultant, service provider, or entrepreneur building something meaningful, this conversation will challenge the way you think about personal branding. Because authority isn't something you claim. It's something people experience. And when every part of your business is aligned to reinforce trust, growth becomes a whole lot easier.  What You'll Learn: The five business decisions that quietly destroy personal brand authority How to strategically design premium offers that elevate perceived value and strengthen credibility The hidden mistakes that attract the wrong clients and repel the right ones The overlooked touchpoints that either reinforce or erode trust throughout the customer journey Practical ways to strengthen authority at every stage of your business Timestamps: (00:43) - Why Personal Branding Is More Than Logos, Content, and Social Media (05:08) - Pricing & Positioning Mistakes That Destroy Authority (06:22) - Why Premium Offers Build More Trust Than Hourly Services (12:26) - Too Many Offers = Less Authority (14:26) - The Signature Offer Framework That Builds Trust Faster (24:15) - Sales & Conversion Mistakes That Cost You Clients (33:39) - Brand Positioning and the Danger of Being a Generalist (40:59) - Operations, Onboarding, and Client Experience (41:34) - The Hidden Trust Leaks Creating Buyer's Remorse (48:58) - Final Challenge: Which Business Decision Is Costing You Authority? Are You Seen as a True Crowned Authority™ With Your Personal Brand? Take the Crowned Authority™Assessment | https://www.fordivine.com/assessment/  Connect with Jake: Instagram | https://www.instagram.com/jakehavron     YouTube | https://www.youtube.com/channel/UCxG3bKqLK_M_HZpOgiVrtng  More from Emily & FORDIVINE: Website |  https://meetemilyford.com   Instagram | https://www.instagram.com/itsemily         Facebook | https://www.facebook.com/itsemilymethod    YouTube | https://www.youtube.com/c/ITSEMILYFORD  Called & Crowned Podcast | https://www.instagram.com/calledandcrowned/  FORDIVINE | https://www.fordivine.com/discover   

As advisors, we spend a lot of time working in the business—but not nearly enough time working on the business. In this episode, Libby pulls back the curtain on the exact quarterly CEO Day framework she recently led for her Systems to Scale alumni community. With Q2 coming to a close, she shares how to create the space for strategic thinking, avoid turning your CEO time into a glorified catch-up day, and walk away with a clear plan for the next 90 days. Whether you're a solo advisor or leading a growing team, this episode will help you become more intentional, proactive, and focused as you head into the next quarter.In this episode, you'll learn:How to structure a quarterly CEO Day that actually leads to action instead of becoming another day spent answering emails and putting out fires.The five key business categories every advisor should review each quarter, including people, finances, processes, client experience, and technology.Why brain dumps and structured reflection exercises help uncover opportunities, bottlenecks, and priorities that are easy to miss during day-to-day operations.A practical framework for identifying your next three quarterly goals and turning them into actionable plans that actually get completed.Libby shares the same process she used in her own advisory firm and now teaches inside her coaching programs. If you've ever wondered what it really means to "work on the business," this episode gives you a step-by-step roadmap for creating the time, clarity, and focus needed to move your firm forward. As you wrap up the quarter, consider blocking time on your calendar for your own CEO Day—you may be surprised by how much progress can come from simply creating the space to think strategically.Join the Systems to Scale Group Coaching Program HERE! 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.

Most photographers think they have a client experience because they have a few key milestones in place: an inquiry form, a proposal, a questionnaire, and a gallery delivery email.But milestones aren't the same thing as a client experience.In this episode, I'm breaking down the difference between milestones and touchpoints, why your workflows might feel broken even when they're technically working, and the process I use with every Systems in Session client before we build a single automation.In this episode, you'll learn:• The difference between milestones and touchpoints in your client journey• Why copying someone else's workflow rarely works in your business• The three-step process for designing a client experience before building automations• How communication gaps create unnecessary client questions and frustration• Why touchpoints are the key to more reviews, referrals, and repeat clients• The first step to creating a client experience that feels intentional from inquiry to deliveryResources Mentioned:Mind the Gap Client Journey Planner (grab it for FREE)https://coliejames.com/gapSystems in Session (Q3 seats are now OPEN)https://coliejames.com/systemsGrab your seat for Systems in Session before July 10th and get July's Experience Edit for FREE.

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