When I’m not personally responding, my systems are.

I use Sprout Studio to guide clients every step of the way—so they always know what’s next. From booking to contracts, reminders, and galleries, everything is clear and organized in one place.

My website, built on PhotoBiz, sets expectations before they ever reach out. Clients already understand the experience, the process, and the level of care they’re stepping into.

So if I’m unavailable for a moment, they’re never left wondering. Communication stays consistent and very much in my voice.

That way the experience feels seamless from start to finish—even when I’m not in the room.

The light stays on, and the path stays clear.

In an ideal scenario, I have provided an estimate followed by a statement of work along with access to our customer portal where all information regarding the account can be viewed. 

By keeping all information in a common system, it is possible to provide information to my customers even if I have not worked on the project myself by reviewing the notes of the work performed.

As work is performed, my customers get an email with details of what was done and all of this information is also included in the final invoice.

Another added benefit is seeing trends in real time. By the time a Microsoft update has caused an issue at a third customer location, we are typically taking actions to prevent the same problem from hitting other customers or proactively reaching out to customers to warn them of outages that will affect them.

We _invested_ in software (we call it Harlan) for just this purpose.

There are thousands of moving parts and options within every PowerCore system - let's play with a Visitor.

1. They, or the Member inviting them, (or me!) can go to Find a Team   https://powercore.net/find-a-team-to-visit
   and select the days that work for them (maybe they have a weekly appointment on Tuesday - don't show them any Tuesday Teams)
   enter their classification (since each Member's seat is protected, don't show them Teams where they can't join)
   and zip codes for a traffic path (Harlan won't show Teams in Buford to someone who lives in Hiram.)
   
   
2. They'll see two choices close to work, two close to home, and two other options - 
   and select two Teams to visit. 
   Then they'll enter the date for each visit, their contact info, give credit to the person who invited them, and
   wham - confetti.
   
   
3. The Visitor will get an email with an introduction to the VisitorCoOrdinator, and their phone number.
   The VCO 2nd, TCO, and TCO 2nd will be copied in case the VCO is on vacation <grin>
   
   
4. The person who invited them will get a thank you email, so they know which Teams their Visitor is checking out.
   
   
5. The Visitor's name and contact info will show up for all Team Members on the dashboard card for that week's meeting.  
   This makes it easy for all Members to follow through - they have the contact info.
   
   
6. The Visitor's name and contact info is added to the VisitorCoOrdinator's report, so the VCO doesn't have to type anything -- they just press the check mark, saying the Visitor attended,
7. and the Team's records are updated,
8. and a secure application is created for this Visitor,
9. and the Visitor gets an email with information about joining a link to their personal application.

These things happen when I'm in the office, and when I'm not in the office. They aren't tasks on my list, they are a process that makes checking out a Team comfortable.

Of course there are things that have to change - I just got asked to change the way a name was spelled - easy.  Sometimes they need to change the date of the visit - easy. Sometimes the classification they used could be more effetive - I can change that.

10. is when the application is submitted - and that starts a new process waterfall.

When the process is the same for everyone Members can tell Visitors what to expect. That makes them comfortable.

Harlan was an investment, and every day he's worth it.

I design and produce workbooks to create experiences for my clients.

Every page is built to protect them. Commitments are written, not assumed. Promises are explicit. Expectations are named before work begins. Clients can see what happens next without needing to ask.

If I’m unavailable, the work doesn’t pause. The agreements are already documented. The next conversations are already designed. When something breaks down, there’s a clear way to restore it quickly and cleanly.

This is the system my clients live inside. It’s how their experience stays consistent. And it’s how they know they’re taken care of even when I’m not the one responding in the moment.

As part of the resources I have available to my clients, I have a 15-Minute Spending Plan, which allows them to create and track their spending throughout the month.  Also, I have over 80 learning modules that reinforce the discussion we have in our sessions.

Both these tools allow my clients to work on assignments between sessions.

If they get stuck, they can always contact me for quick questions by text, phone or email

In elder care, uncertainty creates anxiety, so I’m very intentional about having systems in place that protect my clients—even when I’m not immediately available.

From the very first consultation, clients know what to expect next, how I’ll follow up, and when they’ll hear from me again. After every conversation, they receive a written ElderCare Summary that documents decisions, care criteria, and next steps.

If I’m in the field with another family, that summary becomes their point of reference. It reassures them that nothing is being missed and that there’s a clear plan in motion.

That consistency is what protects my clients. They don’t feel dependent on reaching me in the moment—they feel supported by a process that is steady, transparent, and reliable, regardless of who is responding at the time.

Streetlights keep roads safe by staying on, even when no one is watching. I protect my clients the same way through clear systems, not just being available.

My clients always know what to expect because every job follows the same process: confirmation, service details, and follow-up. When I’m unavailable, automatic messages and voicemail let them know they’ve been heard and what the next steps are.

I use written estimates, checklists, and follow-ups to keep the experience consistent every time. If an issue comes up, clients know how it will be handled and when they’ll hear back.

That’s how my business light stays on clear communication, consistency, and reliability.

For my clients, the “streetlight” is access and transparency.

They have 24/7 access to My Account View, their secure online portal and mobile app. At any time of day, they can see their total invested, track growth, review rates of return, and adjust timeframes to understand how their portfolio is performing over different periods.

Beyond performance, the portal allows clients to handle real-life needs without waiting on me — they can update beneficiaries, retrieve statements or tax documents, and initiate money transfers securely and efficiently.

That access creates confidence. Even if I’m in meetings or out of the office, clients aren’t in the dark. They know where they stand and have tools at their fingertips.

Behind the scenes, that same system supports consistent follow-through and documentation, so when I do step in, the conversation starts with clarity — not catch-up.

That’s how the light stays on: informed clients, clear systems, and consistent care.

I have 20 years of servsafe manager training to make sure I am surving food safely and how to handle situations like allergies. Also my customers have my business e-mail and phone number that goes directly to my cell that is on at all times so i am always available if i do not answer then i will text r e-mail within that day.

The system that protects my clients

I run everything through a client relationship system (Keap) that tracks where each person is in their journey—from first contact to program completion. Clients are tagged by program, status, and needs, so no one falls through the cracks. Communication isn’t dependent on memory or mood—it’s built into the system.

How clients know what to expect, even when I’m unavailable

Every program, class, and workshop has a defined flow:

• clear onboarding emails

• written expectations about support

• scheduled touchpoints

• automated follow-ups and reminders

Clients always know what comes next, how to get support, and when they’ll hear back.

What ensures clients feel taken care of when I’m not responding

We use a shared business texting and calling system (Grasshopper).

Clients never text my personal cell—and they don’t need to know who’s physically responding.

My assistant, my husband (who works full-time with me), and I all see the same messages in real time.

During business hours, my Customer Support Specialist responds.

Outside those hours, I can step in when needed.

Nothing gets lost. Everyone sees the full conversation.

Graduates of my programs also receive scheduled support calls, so support isn’t only reactive—it’s built in.

At Proforma Flynn Marketing, we believe clients shouldn’t have to wonder what’s happening — they should always know what to expect. So every project starts with a clear roadmap, timelines, and next steps, so even if I’m unavailable for a moment… the process keeps moving and our clients stay confident.

And when someone else from our team jumps in? It’s never a cold handoff — it’s a warm, fully-briefed handoff. The client knows who’s responding, what stage we’re in, and that their project is still getting top-level attention.

We’ve built a consistent client journey — onboarding checklist, milestone touchpoints, proofing workflow, and post-project wrap-up — so the experience is not just creative… it’s dependable.

That’s how our business light stays on.

Through communication, systems, and teamwork — so our clients always feel supported, taken care of, and excited about what we’re building together.

As a travel agent, my goal is to provide a personlized experience for my clients that they remember fondly.  Part of curating that experience is setting expectations and executing on them.

The key to ensuring they feel protected, especially when they are in a different time zone, is discussing my availability, how to reach me, and defining what needs to be addressed immediately vs. what can be handled non-urgently.  It is imperitive for me to communicate things they can do themselves, when I need to be engaged, tools available to support, and expected processes /SLAs where necessary.  People tend to become anxious when they don't understand what is happening or what should happen, so ensuring clients are informed lays a foundation for effective problem solving.

1) What system do you have to protect your clients?

We use a Client Experience & Project Control System built on three things:

• Defined phases + milestones (Discovery → Design → Proposal → Pre-Con → Build → Closeout) so the client always knows where they are in the process.

• Written standards (SOPs + checklists) for every handoff and major step: site measure, design review, procurement, scheduling, install day, punch list, final walkthrough.

• Single source of truth: a shared project hub (proposal + plan set + selections + schedule targets + change orders + photo updates), so nothing lives in someone’s head or inbox.

That system prevents surprises, protects budget/scope, and keeps communication consistent.

2) How do you make sure clients know what to expect, even when you’re unavailable?

We set expectations before the project starts, and we reinforce them throughout:

• “What to Expect” onboarding: a short, clear overview that covers timeline ranges, site readiness, weather impacts, work hours, access, pets/kids, noise, material staging, and how decisions get made.

• Weekly touchpoints (even if work isn’t happening that week): status, next steps, decisions needed, and what’s coming on site.

• Decision deadlines for selections (plants/materials/lighting) so the schedule doesn’t drift.

• Change Order rules: if it changes scope, it changes price/time—documented and approved in writing.

Clients feel calm when they can predict the next step.

Two layers:

Our clients immediately receive a confident coverage message so they know the situation is being handled and what to do if it’s urgent. The message sets expectations and removes uncertainty.    

Clients are never dependent on a single person. Every account has defined roles so information flows and action continues regardless of meetings, job sites, or travel.

We assign:

• Primary Contact (day-to-day communication)

• Backup Contact (always assigned & informed)

• Production Lead (field execution & scheduling)

• Design Lead (design intent & selections)

So if the Primary is unavailable, the Backup can answer confidently, and Production or Design can step in with technical clarity. Clients feel supported by a system—not just a person.

4) What is your pre-set plan to keep the client experience consistent?

We run a “same outcome every time” plan:

• Client Experience Playbook: tone, response times, update cadence, and “how we communicate” standards.

• Internal pre-construction checklist: utilities marked, access confirmed, materials verified, crew briefed, design intent reviewed, protection plan for lawns/driveways/foundation, and staging plan.

• Daily field documentation: progress photos + notes logged to the project hub.

• Quality gates: install inspection + punch list + final walkthrough with clear closeout steps.

• Post-project follow-up: care instructions, warranty notes, and a 30-day check-in for living materials.