Welcome back to Small Business School! In this episode of Business Builders, we're diving into a super important (and often overlooked) part of your business: the client journey. Whether you're booking dream clients or still figuring out how to turn one-time buyers into loyal fans, this conversation is here to help. I walk you through how to audit the full client experience—from first click to final goodbye—and find the gaps that might be costing you repeat business, referrals, and growth.

It's not about doing more, it’s about doing what matters—and doing it better.

Key topics covered:

• Why your client journey matters more than ever in 2025
   (Hint: it's not just about retention—it's your brand, your growth, your legacy.)
• The 5 key stages of the client journey
   Awareness → Sales Process → Onboarding → Delivery → Offboarding
• How to look at your business with fresh eyes
• What happens when promises don’t match delivery
• Simple steps to start auditing and improving right now 

Challenge

Pick one stage of the client journey this week, walk through it like a customer, and note anything that feels clunky, unclear, or inconsistent. Then—take one action to fix it. That’s how we grow, friend—step by step.

Mentioned in this episode: If you are running a business in Canada and you need help with all the things accounting related, but more importantly understanding the numbers I invite you to check out https://thriveaccounting.co/

Staci's Links:
Instagram. Website.

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Head over to my website https://www.stacimillard.com/ to grab your FREE copy of my Profit Playbook and receive 30 innovative ways you can add more profit to your business AND the first step towards implementing these ideas in your business!