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Business success is dependent on a solid financial foundation & success looks different to everyone & there is a lack of equity of access to resources and information for small business owners and independent contractors & there is a societal narrative making us believe “balance” is our ultimate goal & … There are so many “&”s that impact being your own boss. Let’s have some frank discussions on the basics of business with a holistic focus on everything that helps business owners define and find success.
Molly Beyer: [00:00:08] Welcome to The Ambiguous &: Business Basics and Beyond, the podcast where we have frank discussions on the basics of business with a holistic focus on everything that helps business owners define and find success. Each episode is a reminder that success isn't one thing, it's a whole lot of ambiguous ands. Like subscribe or follow and let's explore these ambiguous ands.
Hello and welcome to The Ambiguous &: Business Basics and Beyond! I'm your host, Molly Beyer, and I'm here to lead you through frank and holistic conversations on the basics of business. Today we're diving into something I think more business owners, and especially service providers, should be thinking about when it comes to designing how they work. That is the difference between client lead and client centric business models. Now, before your eyes glaze over thinking, it's just semantics, it's actually not. The distinction is meaningful. And if you can understand the nuance between these two approaches, you'll be able to build more effective systems, avoid burnout, and deliver an experience that truly resonates with your clients. So let's break it down. What is the difference? Client lead means your client is doing the driving. They're in the front seat telling you where they want to go and how fast. You're the navigator. You're the support crew. You're the facilitator. You don't steer. You follow. Client centric means you've designed the vehicle entirely with them in mind.The seat adjusts to their preferences. The radio plays their favorite music. You've stocked the glove box with snacks they didn't even know they wanted. You were anticipating what they'll need even before they ask for it. Both put the client at the center, but the how is different. So let's talk about client led. Client led is deeply collaborative. It's great for situations where every client is bringing something unique to the table. This is that 'no one size fits all solution' will work. We use this a lot when we're working with folks who already know where they want to go, but maybe not how to get there. Our job becomes about listening, reflecting, and guiding only when asked. So an example is for us, when a client is transitioning from solopreneurship to building a small team, they generally don't want a full operating manual or someone to come in and totally restructure their entire system. They want help making decisions as they go. They're leading the pace, the topics and the tools. We bring support, accountability, and strategy, but only when it makes sense for them. That's client led. It shows up for us in the software choices that we use. Our firm is software agnostic because we want to meet people where they are. Not every client is going to use QuickBooks or Xero or Zoho or Wave.
Molly Beyer: [00:03:05] Sometimes it's an Excel or it's a Google Drive folder. And while that's not always the most efficient, if that's what they trust, we honor that in a client led relationship. This model works really well when the client knows themselves, when they know what they need, and when they're just needing a thinking partner. And then we have client centric. Client centric is a little more baked in. This is where you design your systems around the client, but not necessarily with them in the moment. It's more proactive. It's strategic. It's a part of your business where you've done the thinking ahead of time and your services, offers and communications are built to serve someone really well, even if they're not telling you directly what they need. A great example in our business is how we design our onboarding. We've anticipated that most of our clients are juggling too many balls. So we've created a short onboarding flow that walks them through exactly what to expect. We're asking specific questions. We're using scheduling tools. We're offering different options for communications. And these are things they didn't ask for. But they're things that we know they would really appreciate. This is also part of our software agnosticism. Instead of forcing clients onto one platform, we learn what their business model is and recommend software stacks that match that, while still being efficient for us on the backend.
Molly Beyer: [00:04:28] So basically, even if they didn't say, please make this easier, our commitment to being client centric meant that we built it that way anyway. So how do you choose which to use? Here's the thing: we don't choose and you don't have to choose. We do both. And I really believe that's the sweet spot. So we've built a client centric foundation where we've created systems, processes, and offers that are designed to work smoothly for the type of clients that we serve best. We've really thought ahead. We've integrated tools, we've simplified things, but we're also deeply client led in how we work inside those systems. If a client says, hey, I need to do this differently, we're flexible. If a client wants to bring in a new team member or restructure the way they share their financials, we shift with them. Our baseline is client centric structure, client led delivery. For us, this means we can anticipate needs, but we also respond in real time when things change because let's be honest, they will change. So here's a quick analogy. Think about a dinner party. A client centric approach would be you planning the menu, choosing a layout, knowing that most of your guests are gluten free or don't drink alcohol so you plan accordingly. You've thought ahead. You've considered their experience.
Molly Beyer: [00:05:54] A client led approach would be handing someone the wine list or asking if they'd rather sit outside. You're still the host, but they're guiding the moment. Both lead to a better experience. Together, they build trust. So here are some ways to use a combination of these in other industries. For healthcare, especially for private practice or like concierge medicine, a client centric focus could be doctor designed patient portals, wellness plans, appointment systems that are easy to navigate and anticipate patient needs like prescription refills or follow ups. They build their practice around convenience, access, and proactive care. Client led in this space would be patients guide the actual interaction. They're choosing treatment paths, discussing symptoms, asking for second opinions. A functional medicine practice might let the patient set the agenda for their care, while still providing a structure that supports long term health outcomes. For interior design or architecture, client centric means firms with a clear process. They have intake, moodboards, CAD renderings, contractor coordination. They've really built this around their typical client. The needs of their client, project timing, budget, communication. Client led would be when the client sets the vision and priorities. So maybe one client cares about sustainability, another about esthetics, and another about aging in place. The firm adapts their design, materials and flows based on those individual inputs. In retail, especially for high end or boutique retail, your client centric, you want to think of like Apple or Nordstrom. They've designed their stores, websites and packaging around a luxury, seamless experience. The environment, inventory and customer service are built truly to impress. Client led, this is where we're thinking personal shoppers or concierge services that let the client set the pace. They're choosing the items and even influence what gets stocked based on feedback or request. For something like legal services, client centric, as firms that offer flat rate packages for common legal needs like estate planning or business formation, built on what most clients need. With client led, they will adjust those services based on client specific case details, offering strategy sessions or custom contracts depending on the client's goals and risk tolerance. And finally, for coaching and consulting, client centric could be coaches building frameworks and resources that address common needs like goal setting, mindset, accountability, etc. Client led would be each session or engagement follows up on the client's priorities. A coach may adjust direction, depth, or frequency depending on how the client is showing up. So where do businesses get stuck? Some businesses lead too far one way. So if you are too client led, you're constantly reacting. There's really no consistency. You're exhausted. Every client needs something different and you feel like you're starting from scratch each time. But if you're too client centric, you might be delivering exactly what you planned.
Molly Beyer: [00:09:08] But it doesn't land because the client wanted something else. You end up being too rigid, even if it's unintentional. That's why the magic is somewhere in the middle, and it's not something you nail once and walk away from. It is something that evolves. Being client led and client centric means knowing your clients deeply and caring enough to prepare and adapt. It's also about building a business that can hold both systems and flexibility. A system that listens and leads, that integrates and evolves. And most importantly, it's about creating a working relationship that feels good on both sides. So if you're building out a client experience or reworking your processes, ask yourself, where do I need to plan better? Where do I need to listen more? And how can I stay grounded enough to do both? Thanks so much for hanging out with us today. We'd love to hear your feedback on today's episode, as well as any requests for future content. Drop a comment or suggestion and join us next time for more frank and holistic conversations on the basics of business. Please also like, subscribe or follow so you never miss an episode. And until next time, I'm Molly Beyer and this has been The Ambiguous &: Business Basics and Beyond. Have a wonderful day!