Client Management

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. When I was thinking about doing an episode about project management vs client management, she was the first person I thought of.

Karyn Kelbaugh is a squishy data specialist. She helps small business owners learn what their clients think by capturing their stories. Owners get feedback, insights into their clients' dreams and frustrations, and their exact words describing it all. In other words: research you can use. Key takeaways: - How Karyn collects all that squishy data goodness and gets it into a useable form that's easy to keep up to date - How frequently you should be looking at the data, what should they be looking for, and how should you use that data to drive decisions - How actively collecting your clients’ perspectives helps paint a more accurate picture of what's really going on with your business and how to integrate that perspective in a meaningful way - How one of the biggest mistakes you can make is collecting data you don't have a purpose for

Today, we’re going to pull all those ideas together and look at the downstream impacts of making that switch from hourly pricing to value-based pricing. We’ll look at how it affects your sales process, your proposal process, your profit, your cash flow and, yep, even the other software you might choose to use in your business. To illustrate my point, we’re going to look at how these decisions have played out in a real business. My guest today is Rita Barry, the founder of Rita Barry & Co, a relationship-driven company, focused on metrics. Key Takeaways: - Why tying your work to an hourly rate can really start to hurt as you gain efficiency and experience - Why she uses results as the basis for her pricing structure and why pattern recognition has become one of her most valuable skills - How value-based pricing allowed her to scale her agency without having to step away from doing what she loved - Why making the switch to value-based pricing helped her find more joy in what she does!