039. On-Brand Client Experience: Where Creativity Meets Systems, with Harriet Evans

Are you a creative person?

Whether your answer was an instinctive “yes” (or a suspiciously quick “no”), then I invite you to tune into this conversation.

‘Cause somewhere along the line, we were sold that creativity is messy and chaotic and that systems look like boring, rigid, soul-sucking spreadsheets…

And Harriet and I are here to flip that right-brain vs. left-brain script!

In this episode, we’re pulling creativity and systems out of their opposite corners of the ring and letting them work together: since that’s when brands & client experiences become spotlight-worthy.

We talk about how systems can be playful, how data fuels better creative decisions, and why the best client experiences don’t come from doing more, but from designing smarter, clearer & more human processes.

From onboarding emails that don’t suck the joy out of your brand, to automations that hype YOU up as much as your clients, if you’ve ever felt like you had to choose between being organised or creative, this one’s for you.

SPOTLIGHT MOMENTS

✦ The myth of “I’m just not creative” (and how it hurts your business)

✦ How to design onboarding that builds trust & **excitement

✦ Why one-email-one-task prevents overwhelming your clients

✦ Adding your personality & tone of voice to automations

✦ Why automations aren’t just about saving you time

——

Mentioned in this episode:

✦ THE SECRET SET: The free monthly event for service pros, by Ceels Lockley

✦ WELCOME PACK TEMPLATE: Get your clients onboarded in style.

✦ FREE DUBSADO EMAIL TEMPLATES: Set yourself up for success with smart fields ready to use in Dubsado.

✦ OVERHAUL YOUR ONBOARDING CHALLENGE: Look like you’ve got your sh*t together.

✦ THE COLOUR CIRCLE: Bring the Canva design you’ve been (over)fiddling with for hours

Follow & Connect with Harriet:

✦ Follow her Instagram

✦ Check out her Website

Follow & Connect with Eva:

✦ Say hey on Instagram

✦ Check out my Website

✦ Get my Uncaged emails

——

TIMESTAMPS

00:00 Welcome to The Freak Show

01:28 Harriet’s Freak Show Audition

10:34 The Common Ground Between Design & Systems

12:54 Creativity’s a Muscle & Requires Practice

16:00 Overthinking Tools, Systems & Shiny-Object Syndrome

18:52 What Great Client Onboarding Actually Requires

23:55 Injecting Personality Into Confirmations & Default System Emails

28:35 Why People Remember How Working With You Felt

36:52 Systems Aren’t About Time, They’re About Headspace

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