5 Things I’ll Never Do As A Client Experience and Systems Expert
Believe it or not, a majority of the clients that I’ve worked with have had a previous systems investment that didn’t go well. From deliverables not being what they needed all the way to straight up not getting any deliverables, I’ve heard a lot of horror stories. Which is not only frustrating for them because they wasted (probably a sizable amount of) money but also because now it’s going to be even harder for them to reach out and get help again.
It’s kind of like if you’ve ever had a bad experience with a doctor or health professional, oftentimes what happens is you then avoid getting help in that area of your life because you’re afraid of having another bad experience. Until eventually, something happens that you can’t really ignore and you have to get help.
So if you’ve had a bad experience before with a systems investment and that’s how you’re feeling now—I get it and you’re in the right place.
If I had to guess, something like this happened…You invested money into a systems expert and for one reason or another, it didn’t work out:
Maybe, like one of my past clients, you invested in a 4-month systems overhaul only to end the 4 months with….literally nothing.
Or maybe like another one of my past clients, you invested in an automation setup where all the other expert didn’t consider your personal preferences, and automated everything and now you don’t use the automations at all because you don’t feel comfortable with them.
Or maybe you invested in a systems set up and the person you worked with made you change parts of your process that you didn’t want to change, just for the sake of automating.
Or maybe there were parts of your automations that weren’t 100% finalized even when the project was over and someone inquired with you and got an email that said “Hey [Name]”, and now you’re afraid of using automations again.
Whatever your scenario was, there’s a good chance I’ve worked with someone who went through the same, or similar, experience.
And that makes me really freaking upset for you, because you deserve to work with someone who sees you, values your point of view, and collaborates with you, instead of taking over and tossing your opinion in the backseat. (Also, why is this so common in the systems industry?! That’s a rant for another day)
So if you’re thinking you might want to work together, but there’s a little voice in your head that’s saying “what if what happens last time just happens again?”, here’s what I can promise you will happen if we work together:
I will see you, the human behind the business, and build systems that:
support the way you like to work (& the way your brain naturally works)
allow you to feel fully in control of anything you want control over
help you continue providing a great experience, without it costing you time, energy, or your own wellbeing
And here’s what I can promise I won’t do:
1. Force you to do things “my way”
Will I share my perspective, expertise, and recommendations for how things can be done? Absolutely. But at the end of the day, the best way for something to be set up is whatever way feels best/makes the most sense to YOU.
This doesn’t mean you’ll be in charge of creating the strategy for our project, but instead that the strategy is something we’ll create together and I’ll ask for your opinion on.
(Plus, if you’re like me and have demand avoidance, forcing you to do something a certain way is just going to ensure that you never use the automations I’m setting up for you.)
2. Automate something without your permission
Not only is this just not how I roll, but I know that all this is going to do is make you not feel comfortable using what I set up for you. And not only is that a waste of time for both of us (+ money for you), it’s also not benefitting anyone: not me, not you, and not your clients.
3. Automate for the sake of automating
Are there certain parts of your process that could be automated in a really intense, complicated way? Yeah.
But if something requires 6 separate automations just to achieve something that can be done manually in less than a minute—I’m gonna opt for the one that is more straightforward and won’t leave you feeling like you’re trying to learn a new language just to understand it.
When it comes to automations, I don’t just consider “can it be automated?” I also consider how much work it will be on your end to maintain / update it in the future.
4. Make things “live” before testing
This might seem like common sense, but as I mentioned earlier, I’ve heard some horror stories! So not only do I go in and test your automations before handing them off to you, we also have 30 days of Implementation where I act as a test client and go through your process so you can SEE how everything works before a real client even gets added to an automation.
5. Leave you hanging without support. (Like literally ever.)
Between 30 days of Implementation, 90 days of Support, and me being just an email away if something comes up in the future, you never have to worry about running into a situation where you don’t have someone to turn to if you need help!
I also understand that, most often, questions or things that aren’t quite the way you want them to be don’t come up until you actually start using the thing. That’s why my Support period is built to accommodate additional tweaks to the setup, because I want you to to end our time together feeling like everything is fully optimized to fit the way you work!
At the end of the day, I treat our project as a collaboration
I’ll bring my expertise and come up with a plan of action that I know will support you and your clients because I’ve prioritized valuing your input and preferences.
When you work with me, you’ll always get to have the final say on what your processes look like and what things are automated and what things are done manually. I’m not here to force you to do things a certain way—I’m here to make it easier for you to do things the way you like to do them.
If you still need a liiiitle extra piece of mind about trusting that I’ve got you, here’s what my client Nicole said about working together:
“As a squirrely, squiggly, ADHD-brained creative, my overwhelm with systems was pre-existing... but after past investments that weren't what I thought they'd be? My overwhelm turned straight up avoidant and negligent. Until I found TPC.
But Fran and her team did more than set up my backend systems - they opened my eyes to what an impactful client experience actually looks and feels like. Not just my own, but TPC's. Her process, communication, our project - everything was so much more than I could've ever hoped for.
When you work with Fran, you understand what it feels like to truly be seen, heard, valued, and supported. And it not only gave me a CX that finally worked for me, but inspired me to embody that same experience when I work with my clients. I really can't and won't shut up about all the ways Fran has impacted me as human, and as business owner, so plz help me shut my yapper by just INVESTING IN HER!!!!!!!!!!!”
And yes, Nicole was one of those examples that I shared at the beginning of this post who had a previous poor experience with a systems investment. So let her project be proof that you can have a good outcome with a systems / client experience investment when you work with the right person 🙂
If you’re ready to take the next step, here’s how to get in touch!
