When you’re scaling a service-based business, client experience and operations must be many things: highly optimized, functional, streamlined, and processed. Client experience: because retention is everything. Operations: because you want nothing to fall through the cracks. On this episode of She’s Busy AF, Bella Hegarty joins Lauren to talk about the importance of both of these things. With her background in travel, hospitality, and operations consulting, Bella shares challenges brands face – such as maintaining quality while scaling, and the need for standardized processes. Lauren and Bella chat about the significance of client feedback, tracking metrics, and creating predictable scaling strategies. Tune in for a deep dive!

Find Bella online:

• https://bellahegartydigital.com 
• https://linkedin.com/in/bella-hegarty-digital 
• https://instagram.com/bellahegartydigital 

Find Lauren Loreto online:

• Follow us on Instagram: @brandgoodtime @shesbusyaf
• Connect with Lauren on LinkedIn: www.linkedin.com/in/laurenloreto 

Timestamps:

• Introduction to Client Experience and Operations (00:00:15)
• Common Challenges in Quality Delivery and Scaling (00:07:05)
• Standardized Processes for Service Delivery (00:08:55)
• Creating Predictability in Scaling Process (00:15:53)
• Smooth Onboarding of Clients and Team Members (00:17:56)
• Tools for Streamlining Operations (00:20:07)
• Time Tracking and Data Insights (00:21:42)
• Measuring Client Experience Success (00:26:32)
• Enhancing Customer Experience (00:31:16)
• Importance of Client Feedback (00:36:20)
• Strategic Partnerships and Exit Strategy (00:38:57)
• Long-Term Client Support (00:41:56)
• Understanding Client Expectations (00:42:08)
• Challenges in Service-Based Businesses (00:43:12)
• Closing Remarks (00:45:02)