If you think closing the sale is the end of the journey…think again. Your client experience is the real deal-breaker. One bad interaction, messy onboarding, or confusing process can completely destroy trust—even if your offer is amazing.

In this episode of Business & Brunch, I spill a personal story about a company I invested in that completely botched the client experience. Months of frustration, poor communication, and messy delivery slowly chipped away my trust—and now I don’t recommend them to anyone. Sound familiar? This is how sloppy client experiences silently hurt your revenue, referrals, and brand reputation.

Here’s what we cover in this episode:

* Why a seamless client journey is more important than fancy sales funnels

* How poor onboarding, confusing processes, and messy communication destroy trust

* Real-life strategies to streamline your client experience and wow your clients every step of the way

* The role of an Operations Manager, OBM, or VA in keeping your business smooth and professional

* How to gather client feedback, test systems, and continuously improve your service

If you’re a service-based business owner who thrives on taking action but is ready to clean up the mess, this episode will help you spot gaps in your client journey and turn messy systems into repeatable, confident sales and long-term client loyalty.

I also share how I help women in Soft Mom as CEO audit their business backend, optimize their client journey, and deliver a client experience so smooth that referrals and recurring clients just flow naturally.

And for moms building a business? Don’t forget to check out The Second Shift, my free community where real, raw, no-fluff support and connection happens every day.

Resources & Links:

* Join Soft Mom as CEO: https://wildlycreativestudio.com/soft-mama-ceo/?utm_source=substack&utm_medium=post

* DM me on Instagram: @aliciacroci

* Free Community for moms in business: The Second Shift: https://wildlycreativestudio.myflodesk.com/second-shift-opt-in