Building Custom Workflows for Custom Services in Dubsado with Xan Heller
What if the best systems in your business didn't make your client experience feel more automated, but actually made it feel more personal?
In this episode, I'm sitting down with Xan Heller, who has gone through both Systems in Session and The Experience Edit, to talk about what happened when she stopped trying to figure out her CRM on her own and finally built systems that supported the custom, high-touch experience she wanted every client to have.
What I think you'll find funny about Xan's experience is that she actually told me "no" more times than almost any client I've worked with. No to schedulers her clients wouldn't actually use and no to proposals as a core sales tool. Protecting her client experience mattered more than saving a few minutes—we'll get into those solutions too.
If you've ever felt like systems and high-touch, custom client experiences are at odds with each other, this episode is for you!
Find It Quickly:
00:25 - Meet Xan
01:43 - CRM Struggles & Mini Sessions
05:02 - One Hour Success
08:36 - Systems In Session
10:19 - Support Tickets And Coaching
13:41 - Knowing But Not Doing
16:46 - Offer Math And Profitability
23:35 - Automation Pushback Schedulers
31:11 - Email Design And Branding
34:30 - Proposals And Templates
38:43 - Why CRMs Matter
40:43 - Mapping Touchpoints
46:16 - Workflow Building Mindset
48:29 - Notifications and Scheduling Wins
52:03 - Done-With-You Philosophy
55:39 - New Dubsado Features
59:55 - Portal Problems and Alternatives
01:03:54 - Accountability and Focus
01:07:12 - Experience Edit
01:11:08 - Client Experience Takeaways
Mentioned in this Episode:
Connect with Xan:
Website: xanheller.com
Instagram: instagram.com/xan_heller
