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Hailey Thomas is the master at delighting her customers. You might remember Hailey from Episode 12, when she came on the show to talk about her Worktreat Intensives. Hailey is a business coach for online entrepreneurs and one of my very favorite friends to nerd out about project management with.
Hailey comes to each of her clients with a deep appreciation for who they are as individuals. With Hailey, client experience is built into every touchpoint. So, when I was thinking about doing an episode about project management versus client management, she was absolutely the first person I thought of.
Key Takeaways:
- Building a personalized, white-glove client experience
- Looking at the end-to-end experience
- The different phases of a project are and how to approach managing sperate projects in different phases of the process
- How Hailey’s Worktreat Intensives have been going – how the process has changed and evolved
Show Notes
For a service business, every single task and touchpoint – from the initial contact to the final payment – should be considered as part of the project that needs to be managed.
And you've got a lot of projects on your plate. Projects for clients, projects for your own business – there's always more stuff to do. That's the nature of running a business.
When we talk about 'project management', we're usually talking about managing an individual project. But in a service business, project management isn't just project management – it's really client management.
Outside of the scope of an individual project or service, there are a bunch of interactions and tasks that need to be handled. Like sending a contract before you start working together, on-boarding new clients and introducing them to the way you do business, or following up for a testimonial after your project is complete.
All this month on the podcast, we'll be nerding out on project management – the tools, the team members, and, today, the scope.
When it comes to managing projects in a client-focused business, you really need to think about the whole client process – beginning-to-end. If you ONLY think about the specifics of how you deliver the service, you're missing opportunities to improve upon your system and really delight your customers.
My guest today, Hailey Thomas, is the master at delighting her customers. You might remember Hailey from Episode 12, when she came on the show to talk about her Worktreat Intensives. Hailey is a business coach for online entrepreneurs and one of my very favorite friends to nerd out about project management with.
Hailey comes to each of her clients with a deep appreciation for who they are as individuals. With Hailey, client experience is built into every touchpoint. So, when I was thinking about doing an episode about project management versus client management, she was absolutely the first person I thought of.
And you've got a lot of projects on your plate. Projects for clients, projects for your own business – there's always more stuff to do. That's the nature of running a business.
When we talk about 'project management', we're usually talking about managing an individual project. But in a service business, project management isn't just project management – it's really client management.
Outside of the scope of an individual project or service, there are a bunch of interactions and tasks that need to be handled. Like sending a contract before you start working together, on-boarding new clients and introducing them to the way you do business, or following up for a testimonial after your project is complete.
All this month on the podcast, we'll be nerding out on project management – the tools, the team members, and, today, the scope.
When it comes to managing projects in a client-focused business, you really need to think about the whole client process – beginning-to-end. If you ONLY think about the specifics of how you deliver the service, you're missing opportunities to improve upon your system and really delight your customers.
My guest today, Hailey Thomas, is the master at delighting her customers. You might remember Hailey from Episode 12, when she came on the show to talk about her Worktreat Intensives. Hailey is a business coach for online entrepreneurs and one of my very favorite friends to nerd out about project management with.
Hailey comes to each of her clients with a deep appreciation for who they are as individuals. With Hailey, client experience is built into every touchpoint. So, when I was thinking about doing an episode about project management versus client management, she was absolutely the first person I thought of.
Listen to the full episode to hear:
- How Hailey is building a personalized, white-glove client experience
- How in client-based businesses, you have to look at the end-to-end experience
- What the different phases of a project are and how to approach managing sperate projects in different phases of the process
- And how Hailey’s Worktreat Intensives have been going – how the process has changed and evolved
Hailey’s Links:
- Hailey on Linkedin
- The BrainSpace Optimized Podcast
Susan’s Links:
- Scalespark Dollars + Decisions Roundtable
- Twitter @ScaleSpark
- LinkedIn @thesusanboles
Grab the Calm Service Design + Delivery Swipe File here
Creators and Guests
What is Engineering Calmer Agencies & Consulting Firms: Calm is the New KPI?
Can you build a business based on… “calm?” Host Susan Boles looks beyond the usual metrics of success to help you build a business where calm is the new KPI. With over 15 years of experience as an entrepreneur, CFO, and COO, Susan shares the business strategies that lead to a business with comfortable margins—financial, emotional, energetic, and scheduling margins. Join her and her guests as they counter the prevailing “wisdom” about business growth, productivity, and success to provide a framework for making choices that align with your values and true goals. Episode by episode, you’ll get a look at the team management, operations, financials, product development, and marketing of a calmer business.