Today with Kimberly Horton

Welcome! Today we’re talking about how to turn client frustrations into actionable change. Kimberly shares the simple but powerful tool she uses — the Frustration Tracker — to capture issues in real time, identify patterns, and make smart adjustments to her processes. From tightening contracts to setting clearer boundaries, Kimberly shows how documenting frustrations can lead to stronger systems, better client experiences, and a more profitable business. Plus, she’s sharing her Frustration Tracker template so you can start using it in your own firm. 

Ah-Ha moments

“If you're feeling that frustration, nine out of ten times, your client is feeling it too.” - Kimberly Horton

“You’ve got to treat your process like a living document that evolves with every lesson you learn.” - Kimberly Horton

“It’s not about complaining for the sake of complaining. It’s about learning from the complaint, analyzing it, and turning it into actionable change.” - LuAnn Nigara

“We always say: work on your business, not just in it. And this is a living, breathing example of that.” - LuAnn Nigara

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https://www.luannnigara.com/cob

Audiobook: The Making of A Well – Designed Business: Turn Inspiration into Action

Book 2: A Well-Designed Business – The Power Talk Friday Experts

Book 3: A Well-Designed Business – The Power Talk Friday Experts Volume 2

LuAnn’s Blog

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Other Shows Mentioned:

AWDB 858: Veronica Solomon: Cultivating Self-Awareness as a Superpower

AWDB 892: Sharon L. Sherman: Decoding Personality Types for Successful Client Outcomes

AWDB 1050: Power Talk Friday: Amy Posner: How Interior Designers Can Be the Expert, Not the Order Taker