What if the best systems in your business didn't make your client experience feel more automated, but actually made it feel more personal?

In this episode, I'm sitting down with Xan Heller, who has gone through both Systems in Session and The Experience Edit, to talk about what happened when she stopped trying to figure out her CRM on her own and finally built systems that supported the custom, high-touch experience she wanted every client to have.

What I think you'll find funny about Xan's experience is that she actually told me "no" more times than almost any client I've worked with. No to schedulers her clients wouldn't actually use and no to proposals as a core sales tool. Protecting her client experience mattered more than saving a few minutes—we'll get into those solutions too.

If you've ever felt like systems and high-touch, custom client experiences are at odds with each other, this episode is for you!

Find It Quickly:

00:25 - Meet Xan

01:43 - CRM Struggles & Mini Sessions

05:02 - One Hour Success

08:36 - Systems In Session

10:19 - Support Tickets And Coaching

13:41 - Knowing But Not Doing

16:46 - Offer Math And Profitability

23:35 - Automation Pushback Schedulers

31:11 - Email Design And Branding

34:30 - Proposals And Templates

38:43 - Why CRMs Matter

40:43 - Mapping Touchpoints

46:16 - Workflow Building Mindset

48:29 - Notifications and Scheduling Wins

52:03 - Done-With-You Philosophy

55:39 - New Dubsado Features

59:55 - Portal Problems and Alternatives

01:03:54 - Accountability and Focus

01:07:12 - Experience Edit

01:11:08 - Client Experience Takeaways

Mentioned in this Episode:

The Experience Edit

Systems in Session

Connect with Xan:

Website: xanheller.com

Instagram: instagram.com/xan_heller