The quality of your clients’ experience can make or break your business.
#facts The question is, are you ready to take their experience to the next level *and* maintain a smooth & streamlined process? Well, today’s your lucky day!
I met with Charlene Izere, Systems Strategist & the founder of Soulful Systems, a business management agency, and she broke down:
⚡️ How a magical client experience can be your best marketing strategy
⚡️ The key components of a seamless client onboarding process
⚡️ How to figure out if you need a rebrand or just a brand refresh
⚡️ Recognizing & overcoming self-sabotage
⚡️ Setting & communicating boundaries with clients, with partners, & with family
🎧 Listen to this interview on Apple Podcasts: Coaches & Company Radio
DM us @coachesandcompany or leave a comment below with your thoughts, how you enjoyed the interview, & any follow up questions you have! We wanna hear from you!
You can learn more about Charlene below:
@charleneizere on Instagram
Watch the full interview below 👇🏽
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Read the transcript below:
Disclaimer: This transcript has been auto-generated – please excuse any typos or grammatical errors.
0:12
Hello, everyone, and welcome back to another episode of 21 days of business. If this is the first time you’re catching this video series, welcome, my name is this means they own Handa and the founder coaching company.com. We are your go to digital destination for all things legal in your entrepreneurial journey. And also in the month of November, we’re going to be sharing incredible interviews with guest experts each day answering your questions as it relates to your business. And today, we’re talking all about how we as service providers can enhance the experience of our clients. Starting with the client onboarding process, which I personally think can sometimes be rushed. Sometimes it’s overlooked or neglected, when it can actually be used as a tool to set the tone for the professional relationship and the foundation of the work that you’re about to do together as a client and a provider of services. And joining us today to discuss is Charlene is there, the founder of Business Management Agency soulful systems. Thank you for joining us, Char,
1:09
thank you so much for having me, I love talking about client experience. So I’m excited for this conversation.
1:16
Yes, I’m so excited for it as well. And our listeners are certainly in for a treat, because I know this is your jam, and creating a magical Client Onboarding, experience and experience overall. And really honing in on why the client experience is so important, because I think this is as much general business advice as there is out there, I don’t find it very common to be talking about how we can further enhance our clients experiences, and ultimately, create an experience that of course, achieves that that transformation or that kind of result that they’re looking for, but then also turns them into a raving fan of yours, because that’s my favorite kind of lead generation, if you want to call it lead generation like right word of mouth, a personal recommendation. And I think the stats show that that’s the best form of marketing for your business and customers, consumers really trust word of mouth marketing, as opposed to what they might see on your website or on your social media platform. So thank you again, for joining us. For those not familiar with you, would you mind providing us with an introduction?
2:28
Yes, so I surely is there. I am the founder of soulful systems, which is a luxury behind the scenes team keeping CEOs in their zone of genius. We use a very holistic approach to implement systems and processes that are not only sustainable, but are also scalable. So we essentially meet you where you’re at and provide support as we go navigate entrepreneurship together.
2:52
I love it. Yes, I’m here for every bit of that. So why do we need to have customer or client experience at the forefront of our minds?
3:02
Yeah, you know, you really hit it on the head when you said it’s easier to you know, focus on the clients that we currently have versus, you know, spending all of our money and our time into capturing more leads, you know, if we spent more time finessing and creating these luxury, incredible client experiences with the clients that we have, it would be so much easier to get more clients or to even, you know, have more revenue or whatever that whatever your end goal is, client experience has to be the forefront of your business. And that doesn’t matter if you’re a solopreneur, an emerging entrepreneur establish or even, you know, somebody who is thinking of selling your business, Client Experience is everything. Because how people view you what people say about you is more important than your intentions, right? Because we can have so many different intentions when it comes to creating a client experience. But what’s actually happening, and a lot of that information can provide from your actual clients and their feedback.
4:03
Yes, yeah, the feedback and the data. I know you’re a huge fan of data, and using that to support the decisions you make in the business and the systems that you put in place. And so maybe we can back up a little bit and talk about what are the key items that you’ve identified or that you suggest being included in every client onboarding process?
4:26
Yeah. So when you’re onboarding a client, or even a team member, you can use utilize any of the same faith formation for your team as well. But onboarding is essentially, you know, the touch point at which a transaction has already been processed. This interaction in this phase is really you’re focusing on rolling out the red carpet for your clients. And this is when they graduate from prospect to clients. So the experiences are original. Yeah, yes. You know, I’m a very visual person. So I’m like, listen, let’s let’s map this out very clearly. Let me actually have a client experience map that we have in our agency that we use for other clients or even for our clients coming on to our roster. So these experiences during the onboarding phase, they really set the stage for your overall journey. So how they feel right now at the very beginning will definitely affect how they go throughout the process of working with you, as well as at the end. So it can really change the game for you as an entrepreneur, whether if you have a one time customer, or a repeat customer, so that’s why I’ve got an onboarding experience is very important. And sorry, they asked me for the key items.
5:36
They say that was a context Actually, yes, yeah, that,
5:40
yeah, I wanted to create that picture. Because I think we here create an onboarding experience create a luxury onboarding experience. But what really is that and so I want to like map that out a little bit. But some of the key items that I suggest, including in your onboarding experience, or onboarding process itself, not only includes the contract, you know, your welcome packet, the questionnaire, all of that, essentially, the most important piece is making sure that everything is community communicated clearly to your clients, right. So they need to know when the deliverables are going to be are they that they’re going to receive them? What are they gonna receive those deliverables? When do you expect them to get information back to you, right? So you really want to use this onboarding process to create boundaries from the jump and also manage expectations? Right? So one way to do that is through a contract, right? Yeah, shout out.
6:36
Okay, that’s the I mean, that’s, that’s really one of the starting points, right. And it doesn’t get worse, having a contract doesn’t mean, it doesn’t guarantee that the client is going to understand your boundaries, it doesn’t guarantee that your client, your boundaries are going to be enforced. There are other parts to obviously a client relationship is somewhat complex, you know, it’s not just a one time interaction, and then right done. But the initial communication of many of your boundaries within a professional relationship, it starts in writing in that contract. So yes, writing that?
7:10
Mm hmm. Yeah. And I think at the beginning of entrepreneurship, and you know, that solo, print your lifestyle, and you may skip the contract, but don’t let because that definitely affects the way that your that you deliver your products, or that you deliver your experience, because they may not have clarity around the scope, or your process. So these are things that you want to communicate to them right after they pay the invoice, they should clearly know what the scope is, what the payment timeline is, and what the process and all that information can live in your contract ID or also, the cycle key item, which is your client welcome packet. So some way for them to access all the information that they need, very simply. And you can also utilize this moment to create like a branded and Lux moment, right, like using some sort of branded packet. I mean, I love aesthetic. So I think that’s very All right.
8:09
You’re welcome pack is just like, Oh, how’s world? Yes, yeah. So
8:14
and then in the welcome packet, things to keep in mind is you want to allow yourself one to be the expert, right? Be the expert and walk them through your process and how you deliver products to them, or the service to them and what you expect from them and what they can expect from you, as well as the timeline, the milestones, the deliverables, all of that should be in the client welcome packet, because it easy reference point, if anything should come up down the line. So for example, if they like, Oh, I thought you were going to schedule this out. And it’s like, well, actually, in our contractor in our welcome packet, it says, we only schedule this out. And if you like to do more we can this is what it would look like, right? So you really want to create some sort of welcome packet to clearly communicate to them what they can expect. And give them the opportunity to to, you know, reference that back.
9:08
Yes. Oh, so, so necessary. And for many reasons, one of them being making sure that you are, like you mentioned, managing those client expectations and making it easier for yourself to enforce what it is that you agree to, because, like you mentioned, Charles is early on in a lot of people’s entrepreneurial journey when they begin to sell a service, for example. And you know, leveraging your skills and leveraging the value that you can provide in a professional relationship in the form of a service can be very lucrative and can be a very easy way to start creating income for yourself and starting to render your service in your business. And so, a lot of people start out with no contract and what they find is that what the conversation that they had early on with that prospect who ultimately became a client and later They’re like, well, I thought X and you’re like, why don’t why? Well, I said, ABC, you know, he said XYZ. And it’s like, hold on. It’s the contract, except we can’t because we don’t have a contract, I don’t think we got it down to writing very clear, and black and white. And we agreed to it. And so I think having that language, those different the scope of the project, or the services ongoing, the way that you can communicate, what is the preferred method of communication? What are the different? What are your office hours? And what is your response time or turnaround time? What are the different milestones or checking dates or deadlines or whatever it is that you’ve agreed to, which you should have already discussed up until this point, having that in writing in your contract, and then re reiterating that in your welcome packet that can be more of a pleasurable, aesthetically pleasing experience when we branded to you and your company. And it can be a fun way to sort of have a bird’s eye view of what your professional relationship is going to look like maybe without all of like the the nitty gritty legal language, but sort of bright points that are going to be relevant throughout your work together. So yeah, I really appreciate you you addressing that. And I think it’s a welcome packet that is well done. Well designed, yes. And then also well structured, to communicate and maintain that communication and clarity around the terms of the relationship. Super important.
11:28
Yeah, you know, and the goal of any client welcome packet is really, you want to anticipate your client’s needs and answer any questions they have before they even ask them, right. And you’re also taking the time to reinforce their decision to buy from you. So that’s why you want to create a welcome packet that truly outlines everything. So if you’re an entrepreneur who continue to see here is like, Oh, I thought that was included, Oh, I thought that, you know, obviously, there’s a gap there. But you can utilize that information to make sure that that is inside of your contract or in your welcome packets. So, you know, there’s always room to improve. And even as a luxury agency, onboarding clients, I mean, I mean, we’ve worked with so many different clients over the past three years. So we’ve had the time to be able to really finesse, like, what needs to be in the welcome packet, what needs to be, the next thing I want to mention is the client questionnaire. So that’s the next key item that you really want to make sure that you have nailed down as part of the onboarding experience, because this, that welcome packet gives them information, the client questionnaire gives you information information that you need to be able to ensure that they have a very successful time working with you, right. So this allows you to really know the inside and outside of their business, and who the main point of contact is or what their goals are, and really get clarity around what success really looks like to them. Because if you your idea of success for them might be different than what their idea of successes. So it’s important to get clear on what that looks like. That way you can make sure that you’re creating, you know, the environment for that to actually happen. So that you that way, you’re also taking the time, intentional time to address their success metrics, or what actually looks like success to them.
13:15
Yes. And getting clarity on what is top of mind for them are what their priorities are. Yeah. Because like you said, what you may have understood to be or what your opinion of what should be their top priorities, or what is of high value to them within the scope of your work together, your project that you’re working on with one another might be totally different. And that is a breeding ground for oh, yes, understandings and disputes. There was one other thing that you mentioned, Charlie, about your welcome packet. And yeah, you’ve been in business for three years now. And how you’ve identified over time, like okay, this should have, we could have avoided this dispute have we communicated this in the welcome packet. So let’s go ahead and revise it. So having periodically whether it’s on an at minimum annual basis, but maybe it’s a quarterly basis, maybe it’s a monthly basis, depending on how many interactions you’re having with different clients, revising that welcome packet, or reviewing that welcome packet, and adding in what needs to be added in clarifying what might need to be clarified and drawing from your experience and working with clients in order to inform those decisions and then moving forward enhanced future relationships with clients or client experiences overall.
14:27
Exactly. Exactly. And I think that client welcome packet really, just not only empowers you but empowers them to because they’re like, Okay, I just paid X amount to work with them. Now I have like this tangible thing that tells me what’s next right? Then that way they don’t feel forgotten because how many times have you purchase something or you know, buy a service or product or whatever, and you’re like Okay, so now what you know you want to avoid this. So now what you want to make sure that you address it. Absolutely. immediately after they purchase from you send them a welcome packet automated. And that’s one mistake I see a lot of people do is they’re so focused in the manual manual manual, when you can just really automate so much for not a lot of money either. And that also elevates your your experience and makes it Lux when things are a little bit more automated, because you can create more consistent experiences across the board, not only for you, but also for your team.
15:25
Yeah, so clean? Yes. No messy action, not a messy action zone. No. It shouldn’t be like you can Yeah, make this looks and customize, but still have a standard process. That yeah, all clients coming into your world are going to be experiencing? Yes. Oh, yeah. All right. So. So client questionnaire, you’re collecting information from them? Oh, I did want to say one more thing. When it comes to communicating all that in your welcome packet throughout the entire process. With a client, I love that you said don’t leave any room for like, what’s next, don’t let there be a disconnect with between your client and the process. Because I really believe that when it comes to clients, the clarity of what’s next is what breeds confidence in use the service provider, and confidence in their decision that they made to invest in you, you know, because that’s a that’s a real thing. You know, even after the sale is made, like that doesn’t mean you’re good, and you can start coasting. And you can start slacking like, No, this is where the work begins. That’s why they hired you because they want to work with with you and and engage in some collaborative efforts with you, right. And so having that maintaining that clarity and making sure that your client has that clarity, throughout the event, after the sales meeting, and after the contract design, and you’ve begun the onboarding process, that clarity can breed confidence in you as a partner in business. Right?
16:51
Exactly. This is your moment to shine, essentially. So it’s not like they pay you and then this is when you really, really shine and you take some intentional time to just again, obviously be clear and make create that that confidence that they will need to carry out throughout the entire experience working with you because that makes repeat customers like clarity. That allows your your customer to be somebody who’s not just a raving fan, but somebody who just casually talks about you and your experience in their day to day with their husband being like, oh my goodness, I’m so happy I hired this person because they’re helping me. Right,
17:27
exactly. That’s
17:28
the goal.
17:28
Exactly. Yes. I love that. He said, This is your time to shine. Because I think for a lot of people, they get it backwards and their time to shine is when they’re hoarding the prospect, right they’re getting and if that’s where you’re shining is just in your marketing. We need to talk about something.
17:47
Yeah, there’s a problem with double.
17:51
It’s not it’s not sustainable. And if you’re, if you find yourself hustling, having the hustle even harder and even harder and even harder in your marketing to even bring in clients. question why? And the answer might be you might find that it’s because you’re really focusing and allocating all of your energy in the marketing phase. And your client experience is lackluster. 100%. And and that’s what’s resulting in people are not referring your service, because the service has not been the client experience has not been one that is just above and beyond. And I know you’re a huge proponent of under promising and over delivering, if you would like to elaborate a little on that.
18:30
Yeah, so Okay, so I am a type two, I am a Virgo, and I am is somebody who loves to help help and give, give, give, give, give. So I haven’t notorious for just like, over promising and I in the past, like that’s something that I just know that I have. I’ve had a problem with that. And then it gets to crunch time. And I’m like, Okay, I will do everything. But then how do I over deliver it now at this point? Now that I’ve already told them like everything? Or I’ve given them everything? How do I get even more. So I find that it’s so important that when you’re first starting out your relationship with them, new clients, or your team member, whatever, under promise and over deliver. And what that really looks like is that doesn’t mean you’re telling them that they’re only going to get, you know, part of the package, they will still get the entire package. But how can you create other touch points that are more Luxe, more intentional, without it feeling like you are working at a deficit of self, right? So you’ve already you don’t want to give up everything you want to give up your whole soul to these people. Right? You want to make sure, yeah, you want to make sure that you are over delivering in a way that doesn’t give all of you right. So I’ll give you some examples of like how we do that and maybe how you can also apply that if you are somebody who’s thinking okay, yeah, I get it in theory, but like what do I do? Yeah. Yeah, yeah. So one thing that our agency that we love to do is when we’re onboarding a new client, how many times you have to share passwords with people like so again? Get passwords and login and all that. So we use LastPass. And not everyone is familiar with how to use LastPass. So we create a tutorial on how to share passwords via LastPass. As part of that onboarding experience, they have a client dashboard that has a section that says, Hey, by the way, this is how you share passwords with us. So again, you’re leaving no stone unturned, you’re answering all the questions before they even get there. Because part of our questionnaires like, please share with us your passwords. And if they’re, they don’t know how to do that, they just start emailing you passwords, it’s like, no, that’s not the way to do that. You want to make sure that you you know, establish some sort of way for them. And providing them tutorial is one way to just help them right that way, you don’t have to Google it on how to do that. Another experience or another way to really look up level is recording a little video on giving them a tour of their client dashboard. Right? That’s something actually I didn’t mention yet. But client dashboard is huge when it comes to eliminating any confusion and creating clarity because they know where they need to go for any and all information. Maybe that’s where they go for resources or quick links or an overview of projects or the tasks that are currently I can or that are going to be coming up. So another suggestion or idea is if you’re let’s say you’re a web designer, or photographer or whatever you want to maybe you want to create a guide that shows them how to take nude photos for their their new website, right or for their new brand, right and best practices and dimensions that they’re going to need really equipping folks with the resources that they need, and creating content around those little pieces, right? So one way you do that is thinking around your clients pain points are questions you see consistently popping up, create content around that. And that’s just an easy, simple way to uplevel the client experience creating content around their pain points. Like that’s a no brainer. That’s something we hear a lot right when we start our businesses like in your marketing, but you can also take that and apply that to your client onboarding experience by creating content and that provides solutions around their pain points or questions that you consistently hear, like, how so I have a brand I have a photoshoot. What photos do I need? Or what poses should I do for you know this upcoming launch? Or what do I What else do I need for x y&z and filling in those gaps before they even ask them? You know,
22:29
yeah, I love that. And I love that you ended on that, because that was the thing that I kept thinking to myself, as you were talking is like, anticipate your client’s needs and answer the questions before they even ask that question. So that they never even have to ask that question, right. And then also providing a home base for sure. As far as the client dashboard. And there was one more thing I was going to share and it is escaped my brain, but maybe it will come back. It’ll come back, it’ll come back. But yes, I’m, I’m definitely a fan of it answering questions before they arise. Because I think that there are going to be there are always going to be questions, you’re always going to have to, you know, communicate with the client. So don’t expect that that will be the case. But if you are able to the client will appreciate that. Like, she thought of everything didn’t cheat
23:21
100 Like that’s what I want your
23:23
person to say that you were like, wow, she really thought this not her first rodeo, you know, and even if it is your first rodeo, that’s okay. Like, don’t feel like you have to pretend like it’s not your first rodeo. But like exactly, to delight your client in that way where they’re like, Wow, I really, and she really thought about this, she’s got this, you know, I’m so right, I decided you want them to be thinking throughout their time working with you like I’m so glad I decided to work with her. And then Oh, one thing I was also gonna mention is because I know you mentioned having deliverables when you have your clients. So if you provide a service, and I know a lot of our community members are they have a done for you service. And they also provide one on one coaching services, or maybe they do company trainings, or they host workshops and things like that. And so even then being clear are hosting a group program, for example. And so this applies to that as well like whether you have a physical deliverable or like a tangible deliverable that by the end of your time working together, or maybe it is your services, our sessions, one on one sessions or group sessions or group calls or whatever it might be being clear in your contract and in your welcome kit, what they can expect throughout and if they do have a client portal, being clear there. And I think in your client portal, your welcome kit can live there too. You know, so you can easily go to one place and reference all of that.
24:38
Yep, yep. And I think client dashboards are something that we’re seeing a lot more in our industry as of the last a couple years or so. And taking the time to really intentionally build out a home for your new client is so important that we are obsessed with doing that we just got off of a system setup for with one of our clients. And we created a client dashboard template for her to reuse for her agency. And her clients are obsessed with it, because now they don’t have to go to your emails for things, everything is easily linked inside of this new home. And that’s how you want to treat it, the client dashboard is their home, you want to invite them into a space where they feel supported. And you also want to make sure that it’s super streamlined. So I supported in streamlined moment, like Yeah, looking
25:26
for that, I love it. Yes. Okay, so what are the Alright, so is that, in your opinion, is that where the quote unquote client onboarding process, and so as far as like, getting them set up with the with their dashboard, they have a home base, that’s where they go. And then the real work begins.
25:44
Yeah. So that’s just that’s a small part of area. But my experience is just like that onboarding is just a small part of that. The next piece, of course, is actually delivering. So you know, it starts off with the onboarding piece. And then you go into your delivery phase and that delivery phase and go You should also be you know, top of mind streamline, they should feel supported. They there shouldn’t be systems and you can utilize templates and, and automated processes and workflows to really ensure that the delivery of this product or service is top notch. And you can also take a moment to identify the touchpoints. Right, so the delivery phase is just as important as the onboarding phase, the onboarding just happens to be first and then you get into your delivery, which is so difficulty you had a great onboarding moment does not mean that you can slop once you get to don’t wait. No, no. So
26:37
yeah, you’re still shining says. Exactly. And, of course, things happen, life gets in the way. You know, sometimes balls will drop, especially during busy seasons. But creating an environment where there’s communication between you and your clients, they know where to go, if something happens. And this is their backup, you know, touch point, or this is a backup person that they can talk to, you know, just having those setup in place. And part of that delivery piece that’s important. It’s also just making sure things are a little bit more automated, just in case things happen. And you’re not able to, let’s say, every week, you want to make sure you do like a touch point, or you want to send out a report to your clients and you happen to be really sick that week, there should be an automated process and workflow in your business that allows you to still send off that information without you having to be thinking about it while you’re sick trying to recover from a cold, right? And that way nobody suffers here. Your clients don’t suffer your team isn’t like scrambling trying to figure out okay, what information do they need? They should know, everybody should know what is going down when it comes to the entire client experience. So I think the stakeholders when it comes to client experience, it’s not just the client itself and you but it’s also your team. And the systems are the software’s that you’re utilizing to create and deliver that incredible client experience.
28:07
Yes. Let’s talk about software some of your favorite tools. Do you have any that Yeah,
28:12
yeah. So I love Deb Sato and honey book these are both CRMs that are easy. Well, I easy for me, I understand that I was a systems person or something. They’re
28:23
pretty user friendly. Yeah, I haven’t used honey book but I used up Sato.
28:27
Yeah, they’re pretty they’re pretty similar. I personally like the flow of dubsado a little bit better but honey book is used by a lot of a lot of you know photographers and people in like the wedding industry and whatnot. So yeah, so it is a static I love honey book for it’s a static moment but a CRM a simple CRM, the honey book and or honey book or dubsado a vibe and the next tool or software that I think is important it’s something you know around your communication right how you communicate with people so whether you’re using boxer or Marco Polo I like both of them for different reason boxer is great obviously for audio Marco Polo rate for video. So depending on like if you’re an audio or visual person, and then slack, right Slack has a cord, we all know what slack slack is super easy, simple to use. You can also use communication tools that are built in to your overall project management systems or software’s like clique up so clique up is something that we like to use as an agency. However, clickup isn’t for everyone don’t get like sucked into the hype that you have to have click up there are other project management tools out there that are just as incredible like Asana or monday.com. Those are all vibes. So I think when you’re thinking about the types of tools and you can also share this and yeah, for me and I have a blog post that I wrote out where I essentially line I line item out with the systems and software’s for every stage of entrepreneurship. So when
29:58
the in the description Yeah, video for
30:01
shockingly, I’m happy to link that because it really depends on where you’re at in entrepreneurship, before you invest any software, any tool, you want to think about where are you at currently in entrepreneurship, and then from there, you can make more like better decisions. And you’re able to like, completely block up the noise and the hype around all these different tools and software’s they get real with the resources that you have, the time that you have, and where you’re currently at and where you want to go.
30:27
Yes, I’m all about the seasons, the seasons of entrepreneurship, the seasons of life like it, like there’s no cookie cutter, one size fits all, in anything in life, or business that specifically, and you mentioned it perfectly is like when it comes to tools or resources, like just because you hear somebody using this tool or the software doesn’t mean it’s guaranteed to be a great fit for you. So doing your research, doing your due diligence. And that sounds like an amazing resource that we’re gonna be linking to. So be sure to check that out. It’ll be in the description of this video, for sure.
31:00
Yes
31:01
thank you. Yeah, you’re gonna love that. I love that. And I’d love to talk about I know that and you mentioned like you love an aesthetic moment you love you love a good, a good, aesthetically pleasing vibe. And I am also here for that. And we’ve talked in the past about how like, your environment, your personal environment, your work environment, your home environment, all of that impacts your ability to show up in your business to tap into your creativity. I’d love to hear from you on that. Yeah. So
31:31
you mentioned earlier that I am a data driven person. I love data. I love analytics. And I know for a while I’m just like thinking about why I love esthetics. I love an aesthetic moment like But is does it really make sense to put all my resources and time and energy into making my space aesthetic? And why am I doing this and I saw a girl definitely looked into it and did some research. And there is not a whole lot of research. But there’s some research that really that says that your workplace aesthetics and your workplace vibe really does affect your outcomes, right, so negative or positive, right? So your mood is definitely affected by you know, the amount of tabs you currently have open the status of your Google Drive or your desktop or your office in general, right. All of that does affect the way that you work, how you work and the way that you show up. So for me, it’s so important to I love looking at different Chrome extensions or different you know, physical products around you that I can really helps organize and streamline and just help make a space more feel more vibey from a digital standpoint, as well as from a physical standpoint. So my digital home is just as important as like my physical space. So esthetics is just something that I think it’s not just like, oh, let’s do it for Instagram, it’s more so about me and my mind and like how I work and how I move and how I operate. I’m my best self when I have an aesthetic moment. And those are just facts. Like, that’s who I am. You also
33:00
say and you know yourself better than anybody else like that is you have to make that decision and having an aesthetic space differs for everyone also, yes, baby is a word in case anybody was wondering, oh, yes,
33:12
that’s part of my vocabulary. What? I do have a degree and I know that that is also included somewhere in the dictionary. So the
33:21
word that word because we’ve done so yeah, yes. And so I’m, I’m totally on board with that. And that has been my exact experience, like my environment significantly impacts me as a person, my energy, my ability to focus my ability to produce my ability to tap into my creativity. And so I think you’ve really nailed it. As far as the importance of that, and that it looks different for everybody, you know, everybody has their and and I think there’s another conversation to be had as in as far as getting clear on what your style is, you know, getting clear on what it is that you truly appreciate. You know, maybe you are a maybe you thrive when there’s greenery around you, and plans and that’s something that like, excites you and energizes you. Maybe you’re really about, you know, I don’t know what else maybe you’re a minimalist in terms of design. Yeah, really, like a clean, minimalistic look and vibe, whatever it might be like figuring that out and getting clarity on what that is for you. And then doing what you can and doesn’t have to cost a lot you know, but doing what you can to have that reflected in your environment where it is that you’re spending the most of your time. And where it is that you’re getting your work done, because we know we are business women and so we’re doing business and we’re engaging in business activity and that requires dedicated space and time. And it’s important to make sure that where we are doing that where we’re conducting those those activities, energize us and make us feel good and support us and showing up as our best selves. So yeah, I really appreciate you sharing Your thoughts on that sharing your experiences in that. And so I would love to hear from you on what your big messages leave us with.
35:07
Yeah, you know, I think you asked me to start before we start recording. And I was like thinking, what is it something that I want make sure that I leave people with, then I empower you. And I implore you to utilize systems to create more space in your business, right, because the more space and freedom that you have in your business, the more space and freedom you have outside of your business. And I know that people say, like, you know, make your business work for you, not the other way around. But let’s be real with each other. I know, so many of us are spending their day to days like trying to close tab to tab to tab to tab, right. That’s how we spend our days a lot of a lot of the time, especially during busier season. So for me, I think what’s super important is to utilize systems that create consistent experiences, not just for my clients or my team. But also for me, I want to make sure that I can consistently turn off my laptop on Wednesdays and create content and know that my clients are being supported that my team has what they need. So by creating systems that do that, that allows me to have more space. So if you’re somebody just trying to figure out where to start onboarding, your Client Onboarding, I promise you, that’s probably what’s taking up so much of your time and a lot of your manual time. So begin there, you’ll start to see that there’s a lot more freedom that you had inside of your business. And that also will reflect outside of business, right? The less that you’re spending time here thinking about business, the more that you can present and actually enjoy things outside of entrepreneurship. Because when we think about it, we started entrepreneurship so we can have freedom. We started our businesses so we can create the life that we want. And is the length that we want to be like living from tab to tab? No, not me. Definitely not me. And probably not No, it’s a no, it’s a no, it’s a no for me. So systems, create consistent experiences. Please, please, please take some time. And just outline just a couple of systems and processes that need to be finessed right now. You’re right now so then you can figure out what you need to do for the future.
37:12
Thank you so much, Charlie, for joining and for your message for audience and for me, because I needed to hear that too. I honestly, it’s like, there are it’s certainly seasons, but you know, to be the one and I remember in the early days of my business like I was carrying my business on my shoulders, and it’s like if I set it down for a second, it didn’t move. And it’s because I didn’t have any systems in place. I didn’t have any automations in place to support me to support my business to support my clients. And that’s the real game changer. There is one so I appreciate you. Thank you for joining us thank you for sharing and if you are wanting to access that tool resource that Charlene mentioned it’s going to be in the description of this video. If you are the light is like change like the sun is moving so I feel like my room it’s just been dim. This means I appreciate our apologize for that. But we are going to have all of Charlene links and where you can connect with her where you can learn more about her work in the description and in the caption Be sure to check her out. And if you have any questions you can leave them in the comments of this video. Thank you again Char
38:23
been a pleasure. Thank you. Thank you. Thank
38:25
you like guys talk soon.
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