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If your client experience starts strong but fizzles the second someone signs the contract, THIS IS AN INTERVENTION. I sat down with Fran, client experience strategist and systems pro, to talk about why your back end matters just as much as your branding — and how the way you work behind the scenes shapes how your clients feel (and talk) about your business. We’re unpacking why “fancy” doesn’t equal functional, how to find the platforms that actually work for your brain, and the one thing your inquiry process is telling people before you ever do.

// I DON’T KNOW WHO NEEDS TO HEAR THIS, BUT

Your client experience doesn’t start after someone pays you — it starts the second they find you.

In this episode, we yap about:

– What “client experience” actually means (and why it’s more than pretty emails)

– How your inquiry process sets the tone for everything that follows

– Why consistency between your website, brand, and systems matters

– The 82% stat that proves your inquiry process directly affects sales

– How your client experience shapes your experience as a business owner

– Why “should” systems don’t work — and how to build your own

– Finding the platforms that match your energy (not someone else’s algorithm)

– When to DIY, buy templates, or hire help for your systems

– The power of a client experience audit (and what it actually uncovers)

– How to make your clients feel cared for and make your life easier

// TIMESTAMPS

00:00 Intro — defining “client experience” (and why it’s not just systems)

01:38 The two parts of every client experience: internal + external

03:08 When your client experience actually starts

04:13 82% of clients say your inquiry process influences their decision

05:09 How your systems impact your experience of your business

07:11 The ClickUp debate and why “should” systems don’t work

08:44 Why other people’s favorite tools might not be right for you

09:47 How to test and choose the platforms that fit you

11:57 The case for Notion (and why it’s both freeing and overwhelming)

13:18 Why mistakes are part of finding what works

14:22 How to know when it’s time to get help with your systems

16:57 The best time to invest in client experience improvements

18:09 Why your visuals and systems need to feel aligned

19:13 How consistency prevents “client catfish” moments

20:30 What Fran’s client experience audit includes (and why it works)

22:19 Where to find Fran online

// WHERE TO FIND FRAN

– Visit Fran’s website

– Follow Fran on Instagram

***EXCLUSIVE DISCOUNT: use code IDKPOD for $50 off Fran’s Dubsado form templates!

// MORE FROM HELLO & CO

— Visit my website at hellococreative.com

— Follow @idkwhoneedsthispod on Instagram

— Find me on Instagram

— Follow me on Threads (you’re welcome in advance)

— Subscribe to The Rough Draft newsletter (your Thursday morning shot of brain espresso)

— Have a request or idea for a future episode? Let me know