[00:00:08] Jaiden Robinson: Hello everyone, and welcome back to The Rave Social Podcast. I’m your host Jaiden. And today we have Cassie. Cassie is an incredible OBM. I’ve worked with her for like. Almost a year now. I feel like we started working together like around January.

[00:00:24] Cassie Macfarlane: We did.

[00:00:25] Jaiden Robinson: And she’s amazing. I mean, before that, I just loved you. I loved your content. I knew we were going to vibe. So I’m really excited to have you on the podcast today. And we can talk a little bit about Black Friday and how to get your business set up for that. Why don’t you just tell us a little bit about you and what you do and who you like to work with all that good stuff.

[00:00:44] Cassie Macfarlane: Hi, I’m Cassie. I’m an online business manager slash OBM. I work with coaches, service providers and just like creative entrepreneurs. I help them manage the back end of their business and automate a lot of the back end of their business and build out different systems like courses, memberships, and all that good stuff.

So literally anything that has to do with, like the systems of your online business, I’m your girl.

[00:01:11] Jaiden Robinson: She really is your girl. And it’s crazy to see, like, the impact of an OBM is so crazy. Because when you did, like, my onboarding system, I was Completely shocked by like how fast it is, how like, I literally wasn’t stressed. I was just like, from the second someone inquired with me, it was just like the easiest process.

I send them a discovery call or I don’t, I get to vet them. Um, I send them the proposal. They sign it. Like the onboarding process went from like a week of stressful, like anxiety to like literally one day it’s completely done.

[00:01:46] Cassie Macfarlane: Yeah. It’s so nice. I know. I feel like Like systems and like what I do, it’s like not a very sexy investment for people to make, like, you know, there’s a lot of more fun investments to make like social media management or like brand photography or like getting your brand designed and all that stuff. Um, But like, that’s why it’s so important to like actually invest in systems.

Cause I can’t even tell you how many times like people come to me and they’re like, uh, like, Oh, my onboarding system is super clunky and disorganized. It feels like I’ve, it takes me like a month to onboard new clients. And I’m just like, you’re making that way harder on yourself because it literally, it, you should, it, you should not take.

Any more time than five minutes to onboard a new client. So like really, if like, you’re, it’s going to make it really difficult to like scale your business if you don’t make those investments, cause you’re, you’re eventually going to like cap yourself out and like, you’re not going to be able to take on new clients because you’ve got so much admin that’s like not.

I don’t know. That’s not working on your business. That’s working in your business. So that’s why systems is just really important.

[00:02:54] Jaiden Robinson: Yeah, and it saves so much time, which is so much money. Like, I know people say that all the time in their marketing, but it’s true. Like, you are saving people hours and hours and hours of time. And like, that literally is money. Because you could be doing something else with your time.

[00:03:11] Cassie Macfarlane: Yeah, no, I know. Totally. I know I using that marketing. It’s always, I always feel funny about it cause it’s so overused, but it really is like, it’s so true. You know what I mean? Like you have two forms of collateral and business, like you can. Spend time or you could spend money. And I mean, like I value my time more than I value money.

So like, I would rather just like pay somebody to like get that system set up so that I don’t have to like deal with it anymore. And because like, you’re able to focus on things that are going to like actually move the needle in your business versus like, I don’t know, the pesky, you know, upkeep tasks that you have to do.

Cause it has to be taken care of. You know what I mean?

[00:03:49] Jaiden Robinson: you have to do it. Yeah, for sure. Um, and you’re just amazing at it. And I feel like what would be really beneficial, like for the timing of this episode is just talking about like how to get your systems and your business ready and set up for black Friday. So, um, we can kind of talk about different ways that works, but my first question for you is like, how do your SIM, how do your systems affect how well your black Friday sales will go?

[00:04:16] Cassie Macfarlane: Yeah. Well, first of all, I want to start off by saying that like. I feel like Black Friday can have like a super icky negative connotation around it. And like, like I’ve had clients that are like, I’m not calling it black Friday and I respect that, but I feel like, like, you really don’t have to have like an icky thing about it.

If you’re actually coming from a place of where like, Hey, okay, this offer is actually going to be super beneficial and serve my community or my audience. But like, if you’re just going in, it’s like, make a quick buck. Like the majority of like the businesses. then yeah, it’s gonna feel gross. But like, if you’re coming from a place of like, Hey, I’m this, I know this offer is going to be really helpful and I’m giving it to them at like a really good price for a short amount of time, then that really takes the echo away.

So I just wanted to start with that. So like reframe your perspective on black Friday or cyber Monday, if you have that kind of icky ness to it. And, uh, yeah. And create like, create a really amazing offer. That’s going to help your audience and make some sales. Do you know what I

[00:05:19] Jaiden Robinson: Yeah.

[00:05:20] Cassie Macfarlane: Um,

[00:05:20] Jaiden Robinson: come from a place of, like, integrity with your, with your Black Friday sales. Like, it doesn’t have to be sleazy. It doesn’t have to be to make a quick buck. Like, you can do it to actually help your community.

[00:05:31] Cassie Macfarlane: period. And I think if you’re coming from like that mentality of like service and just like providing value, then there’s literally absolutely nothing wrong with it at all.

[00:05:43] Jaiden Robinson: Yeah, I agree.

[00:05:44] Cassie Macfarlane: Um, but yeah, so like for your systems, like black Friday or not black Friday, like it really can make or break like the smoothness of your business and like, of, of generating sales.

Because like, basically we want to just like make the, like the payment process. We want to make it as smooth and as seamless with that, like the least amount of friction for like your buyers as possible. And so like, Okay, so like really some really good like Black Friday ideas like, um, for like, if you want to do an offer, like doing like mini courses or doing, , like templates, like if you’re like a copywriter, like creating like templates, or if you’re like a social media manager, like creating like, I don’t know, caption templates, stuff like that.

Um, and then like even doing like a pre recorded masterclass, like. Doing things like that, that are all super helpful. Like you can have it to where that whole sales process is literally just on, it’s on autopilot. So like you set it, the system up once and you make it extremely easy for people to like give their money to you.

And then, like, but, like, you have, like, the, like, the delivery, whatever the product is, like, the, the delivery of it should be sent automatically, , the follow up emails should be, could be sent automatically, um, and just, like, like I said, just, like, making that process super seamless and easy and, you know, Because if you don’t have these things automated, like if somebody is going to buy a course from you or like some templates from you and you don’t have the delivery sequence, like set up like automatically, then like people are going to be like, Hey, where’s my, where’s my thingy that I purchased and just like, really?

I don’t know. I mean, they just bought something from you, so they want it. You know what I

[00:07:23] Jaiden Robinson: Yeah.

[00:07:23] Cassie Macfarlane: Like, like, we kind of all just want, like, instant gratification. So, like, having that, like, you’re just, you’re not going to have to deal with all of those questions and, like, having to send a million emails out.

Like, you just set it up once and then, like, whether you have, like, five sales or a thousand Those every single sale is going to be like delivered to your client or your customer rather like, like, uh, without you touching a button. So versus if it’s not automated, then like, okay, you’re going to have to like stand by your computer and wait for sales to come in and then, and like send that person an email.

Like, you know, that’s not fun. Who has time for that?

[00:08:00] Jaiden Robinson: nobody has time for that. Yeah. And I feel like, um, beyond your like Black Friday sale, like what you’re saying, you could do like templates. You could do a lower ticket thing and sell a lot of them. Right. And make a lot of money off of that. Uh, but then from there, like if you have like Cassie set up your systems, you can have that automatically go into funnels.

That like. You’ve already created, um, to get people into higher ticket offers, like later on the, in that year or maybe next year, you know, like you’re, it can go beyond the initial sale.

[00:08:32] Cassie Macfarlane: Yeah, I completely, and like low ticket offers are always really great. Like. Just because like, you’re a, everybody can work with you. Like, um, you know what I mean? So, and a lot of the times, like our, like past clients or past customers are like our warmest leads. And so like, maybe somebody, like if you’re a coach, like maybe somebody can’t like, like necessarily like afford to do like your high ticket one on one coaching right now.

But like, maybe they’re going to buy this mini course from you that displays your, your teaching style and your vibe. And they’re just going to be like. Oh my God, she’s really cool. I love her. I definitely want to work with her. And even if it’s like six months down the line or like even a year long, like that’s why I like having those like lower ticket offers are just super duper great on, um, like just creating warm leads pretty much because the likelihood of somebody buying from you again is really, really high.

So that’s why I like even like setting up tripwire funnels and stuff. Like I do that all the time because it’s basically all about like. Converting your, your customer base to a paying customer, like as soon as possible, not in like an icky way. Um, but as soon as possible. And then like, um, and then, you know, them, the likelihood of them buying from you again, is it’s like super duper high.

So like, once we just get over that first, like pay wall, then it’s kind of like, cool, they’re in my, they’re in my paying customer base.

[00:09:58] Jaiden Robinson: yeah, for sure. They are. And so I think like that first step to like getting ready for black Friday is for sure. Like making sure there’s like those automations and then like, I kind of feel like the second step is like, what’s your longterm. Strategy, like, yeah, you can get them in a Black Friday, but like, what systems are you going to set up or just tap into to get them like down the line next year or when you’re ready to launch a new offer?

[00:10:25] Cassie Macfarlane: yeah, for sure. I feel like so like when doing a Black Friday offer like first, like first thing you want to do is like You know, obviously figure out what your offer is, obviously. And well, I mean, you could, if you already have like a low ticket offer that you’re selling, you could just do that and just do like a super like saucy sale on it, you know what I mean?

Um, but if you’re wanting to do like something completely new, like I would just work on like, okay, build out your system first. Like what if it’s a template or if it’s a course, like get that all squared and set up. And then after that, like you can start to get like the sales process going. So like your checkout page, if you’re going to use a sales page, you’re going to have your sales page.

Um, and so you just want to like gather all of your deliverables. Like, okay, what do I need to take my client or my customer from point A to point B? So that they’re completely like taken care of after the purchase. Okay. Well, we need like, we need the checkout page. We need the sales page. We need the confirmation email.

Uh, we need the delivery email. We have to send them like a receipt for the invoice. So like gather all of these things. Like I would say, use a project management tool, but just like do a big brain dump of everything that they need and then just start putting those things together. And, um, and then at the end of it, like once you have everything, like once you have like your, your emails are in your, uh, checkout page, Copywritten, all that, then like that’s when you can start putting together like the automations.

Um, and like depending on like what your different tech platforms that you’re using, like there’s so many different tech platforms to use, but um, should I walk through some tech platforms?

[00:12:07] Jaiden Robinson: absolutely.

[00:12:08] Cassie Macfarlane: Okay, so like I am obsessed with Thrivecart, um, I would

[00:12:13] Jaiden Robinson: I love

[00:12:15] Cassie Macfarlane: I would, I would like, I would like super recommend anybody like to invest in Thrivecart because, um, you can like Thrivecart.

Thrivecart. It’s the best, like, financial, uh, point of sale system, for sure. Um, you can also host, like, courses in there as well. And the courses, you can create really beautiful ones, like, Better Than Kajabi and Karcha. Um, and you can also host, like, um, like, I have a, one of my clients is a copywriter, and we have copywriting templates that come with, like, little videos.

And so we, like, we have like the actual product in Thrivecart that people like can access it. And then they click on the templates, like are in the Thrivecart product. They click out and then they’re taken to like the different templates. But that way, like we have everything provided for the, for the customer so they know everything.

So, so you could use it for templates is what I’m getting at. And you can use it for like, um, for masterclasses. So,

[00:13:13] Jaiden Robinson: Does it do communities and memberships and stuff like that as well?

[00:13:17] Cassie Macfarlane: no, it doesn’t. But honestly, like. Like Circle, Mighty Networks, those things, or those platforms are really, really great for, uh, community. Like, I honestly, like, I’m not a big fan of Kajabi’s community function. I don’t

[00:13:31] Jaiden Robinson: I’ve used it too.

[00:13:33] Cassie Macfarlane: yeah, it’s

[00:13:34] Jaiden Robinson: it’s fine, but it’s kind of clunky and what I don’t like is that you have to like get another app.

[00:13:41] Cassie Macfarlane: yeah, see, exactly. And so, like, I feel like that’s why it’s, I don’t know, it’s not that big of a deal to not, to have two separate, like, platforms. Platforms, you know what I mean? Like for your community, if you’re doing like a membership, but like, you can also, you could host your membership and find part two, which is really, really great.

I’m actually literally working on a project right now. I’m transferring somebody’s. Kajabi membership. We’re transferring it into Thrivecart. Um, so like, so yeah, like not only can you host course and like charge people through and Thrivecart, but you can also create like really amazing funnels, like sales funnels, like upsells and downsells.

Um, and it really, it’s. seamlessly integrates with a lot of different, uh, email marketing platforms too. So, um, yeah, I’m like just a super big advocate for Fiverr. They’re not even paying me to say this. This is just,

[00:14:33] Jaiden Robinson: We are gonna get your affiliate link. We’re putting it in the show notes.

[00:14:40] Cassie Macfarlane: I don’t even have one. I need to like call them and get it set up.

[00:14:43] Jaiden Robinson: because that was a great sales pitch. Um, so yeah, basically like you get your What you want to offer all in order. And then you can use like a platform like that to actually establish it. Uh, but you said something that I really feel like would be helpful for like our listeners and that is upsells and downsells and how can that play into their Black Friday, you know, sale?

[00:15:06] Cassie Macfarlane: totally. Well, if, okay. So like, let’s say if you have like already like a pretty established product suite and like you have, okay. For instance, let’s say you’re a brain and web designer and you have like a bunch of different templates you can do where like, okay, We’re selling this one template, the website template.

Okay, your client or the customer puts in all their information, they click the button to pay. And then the next page that we take them to instead of it being like your, um, the success page, like, thank you. Instead, it’s like, Hey, you know, it would go perfect with your website. Um, template, you’re a sales page template or a copywriting template.

This is a perfectly paired. Like product, do you want to buy this? Yes or no? Like you can get it for, um, if you purchase right now, you can get it for 30 percent off, you can’t get this deal anywhere else. So kind of like creates a little bit of urgency for them. And like, all they have to do is just like click the button.

To, to add that on, like to, so it’s super, like, like I said, like super, super easy for them to go through the process. And then you can even go as far as like, how, depending on how aggressive you want to be with your sales, like you could press the button again, after they add the upsell and to where it’ll be

[00:16:17] Jaiden Robinson: How about this?

[00:16:18] Cassie Macfarlane: Hey, you know that this would be really good too.

Like, you know, you can go off for a really long time, but I mean, obviously it depends on how like aggressive you want to be. Um, but still like, it’s a really amazing feature to just like help, you know, like people to, uh, to help sales generate sales, but also that you’re able to help like other people with your products.

You know what I mean? Cause like, yeah. So, um, so the upsells features are great. Yeah.

[00:16:46] Jaiden Robinson: to if you are buying a website template or whatever to then have your sales page like, yeah, and like, maybe you didn’t even think about that when you were going through their product suite or whatever you were just like, Oh, I need like my website, whatever, and you don’t, yeah, you just don’t even consider it.

So I think that’s really beneficial. And one way I’ve done. Like an upsell. I didn’t do it. We didn’t do it through Thrivecart, but, um, it was on stand store and we just did an upsell with like a discounted coaching call that went along with like a passive course, which was great too, because then it was like, if you need a little more support than just taking yourself through this self paced class, you can also get on a coaching call with me.

So I just feel like there’s so many ways you could incorporate that into your like Black Friday sale to just help your audience a little more and then also generate a little more revenue for your business.

[00:17:34] Cassie Macfarlane: Yeah, totally. And like, like, okay, so for you, like we had, it was the, it was a little, we had like a mini course, and then it was going to be like, like you said, like the additional 60 minute call, because like, that’s going to be super helpful for other people, like, so if you have like a little course, whatever, I don’t know, whatever it is about, but like, Even if it’s just like passive, you know what I mean?

Like you can still offer people like that 45 minute call or that 60 minute call to help them to like, go over like the contents of that course. And that it really is super helpful. And then just like when you’re doing your upsells, it’s like, I don’t know, like, let’s say like you’re, if you have like a one off call rate and it’s usually like 600 or 700, like I would just tailor that, um, the price point.

on the upsell to be like a little bit lower. So we want to give them like a discounted rate to where they’re like, Oh wow. Like usually, and you want to let them know on the upsell, like, Hey, my one on one calls are usually 700, but buy one right now. And you get it for 399. And it’s like, wow, that’s like a super sassy deal that I cannot decline.

[00:18:42] Jaiden Robinson: Can’t pass that up.

[00:18:44] Cassie Macfarlane: So like it, it makes people like, okay, I’m going to, I’m going to add it on. So it’s like, you’re helping them because you’re helping them save money. And you’re also helping them to like, um, I don’t know, you know, like discuss the contents of the course. So that’s, could be like a really good idea that you could do, um, for a black Friday sale.

And yeah,

[00:19:03] Jaiden Robinson: Yeah. Do you feel like there’s any other like things people should know? Relating to Black Friday specifically or mostly just general Yeah,

[00:19:16] Cassie Macfarlane: seamlessly integrates with email marketing platforms. And so if you are like running in a Black Friday sale and you’re really wanting to do like email marketing, one thing I will say is, uh, like. Start nurturing your, your email subscribers now. There’s nothing more annoying that when like people only pop up and do your inbox when they’re wanting a sale, you know what

[00:19:41] Jaiden Robinson: yeah

[00:19:43] Cassie Macfarlane: unsubscribe. So like, you know, so like if you are going to run a black Friday sale with your email marketing subscribers, I would definitely start like, you know, sending out at least like twice a month right now.

Um, well, actually though, because even like next month, Next month, it’s October. Geez. That’s so crazy, but I would just start, start sending out your emails, your newsletters to people and, you know, like make them fun and educational and valuable. You don’t need to like be pitching any sales, but that is one thing that I will say.

So, um, yeah,

[00:20:16] Jaiden Robinson: I love that. I think that’s a really Good thing to mention now is like prepare Early, and I I feel the same way about social media like if you are planning to do a black friday sale or a black friday launch like you need to be You need to be sharing value and like connecting with your community now so that you don’t one annoy them when you start asking for the sale, but to like Be that person that’s only ever asking for money because that’s just gonna Push your audience away from you.

[00:20:46] Cassie Macfarlane: yeah, for sure. It’s just kind of like annoying, you know what I mean? Like, Cause you, you know, you could get the vibe when people are just like, they’re just there for like the money. And for me, like, it’s such a turnoff. Like, it’s just so like, you know what I mean? Like, I don’t know. Treaty treat us like, don’t look at me like I’m a dollar sign.

Like, look at me like I’m like your fellow human, you know what I

[00:21:11] Jaiden Robinson: That is yes Yes, like I i’ve totally followed people too that like they only pop up when they’re like selling something and i’m just like I don’t respect that like I don’t and then i’m just like unfollow because like I don’t feel like you care about me at all and like That makes me not care about you like

[00:21:30] Cassie Macfarlane: totally.

[00:21:31] Jaiden Robinson: know, yeah, it’s just so mutual Um, okay.

Well awesome. There’s your black friday spill everyone Um, but I also feel like we could just talk about other business systems that you feel like are Really important and valuable to have like from the get go

[00:21:47] Cassie Macfarlane: Yeah. Let’s talk about it. I already know what I’m going to say.

[00:21:50] Jaiden Robinson: Spill it

[00:21:52] Cassie Macfarlane: your client experience definitely invest in making your client experience really, really amazing. So whether you’re a social media manager, a copywriter, a brand, a web designer, a coach. Does it matter? You need to have a really stellar client experience.

And not only will it be better for like you as the business owner, but it’s also going to be better for like the client as well, like making that, making that process as super easy as possible and just like seamless as possible too. So, um, and whether you want to use something like HoneyBook or Dubsado, like it, like either CRM is.

is amazing. Personally, I prefer Dubsado because I think it has a lot better like workflow features, but like, but I still love Honeybook too. Like there’s some things that I, I prefer Honeybook over Dubsado as well, but like they’re both really, really good ones and there’s a bunch of other ones, but those are like my two like main ones that I always go with.

Um, but like I would definitely, I would definitely make that investment because Like, I mean, like we were talking about earlier, like if you’re, if you’re onboarding process, like it feels like it takes like a month, like that’s just like so unsustainable. And I feel like another issue too, is like people get really excited when they sign a new client or like when, you know, they have a new lead come in, but they’re also like, Uh, because now their to do list is like

[00:23:21] Jaiden Robinson: guilty

[00:23:22] Cassie Macfarlane: You know what I mean? Like, and it sucks. Like it should be like a, it should be a celebratory time. It shouldn’t be like a, an anxious anxiety ridden time. So, um, that’s why, you know, like I said to like, it’s not the sexy investment to make, but it is going to be the most beneficial. Cause like your systems are like the foundations of your business and like.

If you want to build a house without a foundation, you know what I mean? So you, you really don’t want to build a, uh, like a business without a foundation, which you honestly really can’t because it really will like eventually cap you and, um, like limit you to what you can actually do because we only have so much time, you know what I mean?

And, and so much energy and like, like sending those annoying emails of like, Like, oh, hey, I like you. So like not having an automation where like, once somebody fills out your inquiry form and not having the, like an automatic email sent to them, that’s like, Hey, I received your email. Thank you so much.

I’ll get back to you in 20 to 24 hours, 48 hours, something like that. Like that. Just that alone, having that automation is so beneficial because like a lot of times people will like lose out on hot leads because they take too long to respond. Like people want instant recognition too. And so, uh, like those, that’s why like those certain automations really are so helpful.

Cause it’s like, it’s not like you’re going to have time to like sit at your inbox and wait for somebody to come through. So like set up the automations. And, you know, even like, like with scheduling, like you don’t need to be generating a zoom link like you can like, or going back and forth with the client about what time works best.

Like, you can just like, you can have that whole process set up and automated. And to where it like, it hard, it’s like, it happens with like a click of a button instead of like doing that back and forth. Cause like, those are energy leaks, you know what I mean? And like,

[00:25:16] Jaiden Robinson: percent. They are. Yeah You They’re,

[00:25:21] Cassie Macfarlane: Like it’s, you know what I mean? Like,

[00:25:23] Jaiden Robinson: and

[00:25:23] Cassie Macfarlane: we’re tired.

[00:25:25] Jaiden Robinson: no, for real. And then it also just like those types of things that like can be automated and can be systemized and stuff are just like taking time out of your day where like, for one, you could be doing nothing like there that is productive to sometimes do nothing and let ideas flow and let your business just grow.

Do its thing. Or if you’re feeling really excited about a new offer or something like that’s time, you can spend developing a new offer and getting it out into the world instead of like going back and forth with people. In your emails when you just don’t need to. And also like, I feel like it, it really impacts your client and their experience when you’re onboarding them, especially is going to be a preview into how your working relationship is.

And if it’s really difficult for them to get ahold of you, pay their bill, like do anything like that, they’re going to be like, Oh, I have a bad vibe about this from the very start, which can hurt your long term relationship.

[00:26:27] Cassie Macfarlane: yeah, completely. A hundred percent. That’s like, well, period, just period. So, you know, like that’s why it’s so like your client experience is like, you’re kind of like your first impression for your, For your customers and your clients. And like, we just want to have like the process to be so easy. Like, like if people, if you’re sending contracts and people are having to like, log in to DocuSign or like create a DocuSign account to, to sign your contract, that’s.

That’s so annoying. Like, sorry, I don’t mean to be rude, but it’s, it’s, like, it’s annoying. Like, that is, that’s very, um, it’s just not easy. Like, that recently happened to me and I was just like, I was just like, I don’t, like, I had to create, like, the DocuSign account and I had to, and then one of them I had to, like, Put my credit card in to like start the free trial.

You know what I mean? That was like, Oh, so you know what I mean? And like it, so you just, you don’t want that to happen. You want it to be so easy to where they can just like sign it and just to pay, like to pay you really quickly as well too. So.

[00:27:33] Jaiden Robinson: the friction. Like, it makes it easier for you. Yeah, but like, better than that, it makes it easier for your clients. Like, how beautiful to offer them an experience of working with you where like, they are not stressed about this. They’re, they’re just flowing through the process.

[00:27:48] Cassie Macfarlane: Yeah. Like good vibes. Like, okay, I had made the right choice. I’m working with the right person. Like you can send them like a beautiful proposal. Like if you’re using proposals, like you can send them like a beautiful proposal and that it’s, you know, has like the contract and the invoice attached. So like, that’s like, boom, boom, boom.

You know what I mean? Like, it’s, it’s a really, it’s a way to impress. Your clients. And so it’s, it’s just such a great opportunity to impress people. And just to, um, I don’t know, just show them what you got.

[00:28:17] Jaiden Robinson: One of the best things I feel like about my workflow, my onboarding workflow that you helped me with is that process of like, I send the proposal and the invoice and the contract is just, it’s all together. So like, that’s normally a part of your business that like you’re going back and forth. Like you’re sending the proposal, they accept the proposal.

Then you’re going to send them the contract. They’re going to sign the contract. Then you’re going to send them the invoice. And it’s like, Oh my God, like that literally, That would take me all day because, like, I get distracted.

[00:28:46] Cassie Macfarlane: Seriously

[00:28:48] Jaiden Robinson: I would be like, oh, blah, blah, blah, blah, blah. And they’re like, what am I doing? I need it to just happen so that I don’t have to think about it.

[00:28:54] Cassie Macfarlane: Exactly. Yeah. And it’s cool too. Cause like, even for yours, like, um, like people think that like having an automated client experience is going to like make your stuff sound robotic or like lose the personal touch. And that’s. So untrue and the like, cause what we do is like, we basically like create all of the emails and the copies so that it is your brand voice with the emails that we’re sending.

And, um, there’s also this like super snazzy feature where it’s like smart links. So like it, it pulls all the information. So like, so like, you don’t have to, you don’t have to send a contract and like, Okay, type in the invoice, the payment of everything that they’re getting, like the project date, all of that.

You don’t have to type that in because of smart links, because it’s automatically going to pull all of that information in. So it’s all about working smarter, not harder.

[00:29:46] Jaiden Robinson: wow, literally cheers to that

[00:29:50] Cassie Macfarlane: Cheers.

[00:29:51] Jaiden Robinson: because I don’t want to work harder and I don’t think anyone does. I don’t think anyone does. I think we’re all like, what can we take off of our plates?

[00:30:00] Cassie Macfarlane: exactly. Well, that’s one thing that you could take off your plate for sure. So invest in the automated client experience. You will not be disappointed. You’ll be very happy.

[00:30:11] Jaiden Robinson: Like, as far as the client experience goes, that first part’s over, we know that’s a major part. But then how do you use automations and systems in the meantime, like before? the relationship potentially ends.

[00:30:23] Cassie Macfarlane: So like what different automations

[00:30:25] Jaiden Robinson: Yeah, like, are you, like, what else would you recommend? Like, having testimonials go out, having regular check ins, what is kind of, what are some of those things that could elevate that client experience through the entire relationship, not just at the beginning?

[00:30:39] Cassie Macfarlane: Yeah, for sure. Okay. So like a lot of times people are afraid to get feedback and which, um, ask for feedback, ask for feedback. Like it’s feedback is so valuable for your business. Like it’s really, it’s going to help you evolve and grow and make tweaks where you need to. Um, I feel like so many people are scared of it, which I, I was too.

Like I re I was. Right into send off my first feedback bomb because I was like, God, they’re going to tell me I was so bad. They’re going to tell me that they hate me. Like, they’re going to, you know, like, and I’m like, I can’t handle it. I don’t even want to hear it. And, uh, that wasn’t the case, you know what I mean?

So, um, but like, I also like the way that you can format your, your feedback questions too, is like, you can make it to where like. Okay. How can I be better? Like, what can I do to like make tweaks or like, what was the transformation? What was the overall transformation that I provided for this specific client?

And so like, you can make tweaks to your business based off of their answers. And you can also create really great content about it because like. I don’t know, like you’re a testimonial is cool, but like, people don’t care about a testimonial. Like, they want to, they care about the transformation. So, like, if you’re, if you’re structuring your feedback questions, like, like, how did you feel before working with me?

How did you feel after working with me? Then you’re able to see that bridge and you can use that bridge of like, your marketing and stuff. Um, but like, so, like, people, um, Like having like an off boarding and automated off boarding process is so good because obviously like it’s kind of, it’s just annoying to have to like send a feedback form.

So if you have it just all set up and like you build out the workflow once you have the feedback form created once. And then just like once a project is finished, it’s like the automation is set up where it’s. Um, if you don’t even have to like worry about like, it’s like, it’s just like a thought in the back of your mind, like it’s no, you don’t have to lift a finger to do it, but that, you know what I mean?

Because that information is so valuable.

[00:32:35] Jaiden Robinson: And do you feel like part of that off boarding, like client experience, Because like some projects Like, right, so, me people like me, It’s ongoing for like It could be years that we’re working together. Um, and then other people have like, I did your website, the project’s over feedback form. So for like, for somebody who has an ongoing relationship with this person, maybe it’s retainer clients or something.

You could send those feedback forms like periodically in your, in your relationship to get feedback and improve. But what kind of automations or systems would you recommend for someone who needs an offboarding process for like. Not it’s not a set project like we didn’t do a website. We’re just kind of ending our relationship together What would that look like?

[00:33:17] Cassie Macfarlane: Yeah, well, I feel like, well, that just really depends on like, what was the climate of you guys parting ways, you know what I mean? Like if you’re, if you’re. If you’re parting ways on good terms, then you could just have like your, a standard offboarding, um, offboarding process. Like it, these things don’t have to be like crazy fancy, like an offboarding process for me is like, we send, we send like the feedback form and then email.

And, um, and then like, we also send like four month check in emails because like our, like our past clients. People who have like bought from us before, like those are some of our warmest leads. So like, even if it’s a retainer, like you were just saying that you worked for together for a long time and you parted ways.

Well, that doesn’t mean that they’re never going to come back. Like, you know what, you know what I mean? Like they could totally be coming back to you. So like sending, having like a four month check in email sent so that it just sends automatically. Like that’s like the client offboarding process that I have is like, Okay.

We send like the feedback form and this is going to, the timing of it all is super dependent upon like your, um, just like, like your business. And like, if it’s a project or a retainer, you know what I mean? But like, you can, you can send the feedback form, like, immediately after you’ve offboarded them and like you give them all of their like all their information for their offboarding you could even send it like a week or two later after the offboarding like after you guys already finished you know what I mean like that so the timing is kind of like up to you and then but in that same offboarding

[00:34:55] Jaiden Robinson: yeah

[00:34:57] Cassie Macfarlane: have like an email set uh That’s in the workflow that sends them a, like a four month check in because it’s like, you’re not going to be like, you’re not going to, Oh, I should send Jaiden a check in email.

Like, no, you don’t, you’re thinking about other things, you know? Yeah. So, but like, if you have the set up, like you should just write out the email. That’s like, Hey, long time no talk or, you know, it’s, it’s been a while. I hope everything’s really well. I’d love to hear what’s going on, how things are going on in your business.

So like, you’re just like buzzing in their ear, you’re reaching out in their inbox. And it comes off as like a very personal email too. Um, and then you can just be like, you know, Oh, by the way, if you need me for anything, like, remember I’m here for social media, anything that you need, or you know what I mean?

But that’s, it’s like, That’s why, um, you know, just like sending that check in and like you’re, you’re not even thinking about it and then it’s going to make them like, Oh, Jaiden’s in my inbox. Like I actually could use her help or no, I don’t need her help right now. You know what I mean? But like, still like you’re there.

[00:35:57] Jaiden Robinson: yeah, it’s like a way to maintain that relationship. Just automate like you don’t even have to think about it in between. Yeah, that’s so important. Are there any other elements of the client experience that you feel like people kind of miss or? 

[00:36:11] Cassie Macfarlane: I feel like, Like having a really nice client portal is also super helpful. Like if you have all of your onboarding documents and like a Google doc, like your intake form or stuff like that, um, I would definitely recommend changing that and like using, um, Like I’ve made some really beautiful client portals from Notion.

Um, that, yeah. And I also ClickUp, like I’m a super ClickUp girly. Um, love ClickUp, but like, it just like depends on like who the client is, but like having like a really beautiful, like client portal in Notion that you could send to them, that you could just build out, that’s very easy on the eyes. And also just like it has everything there for them.

So it’s like, okay, here’s my contact information. Here is, um, uh, here’s your onboarding form. I need you to upload these documents please. Before like

[00:37:06] Jaiden Robinson: Yeah, like a checklist, like everything that they could need. That’s like really making me think I should improve mine because I’m like, wait, there’s some stuff on mine that I should have in there that I just don’t. But yeah, that is like, that’s such a good idea. I mean, just make it easy for them.

[00:37:23] Cassie Macfarlane: Yeah. Just like anything, just think about all of the things that your client needs to be successfully onboarded and to successfully start working together. Do you like a big brain dump and then figure out like how you can create like a client portal and maybe it’s a notion or maybe it would be better off and click up, but just getting that to where like you’re literally providing everything that your client needs.

It’s like, there’s like, they don’t, they don’t need to ask you one question because You’ve already answered it. Like, that’s what we want.

[00:37:53] Jaiden Robinson: we were talking about the friction of like working together, like, or like getting a client basically, you know, making it easy to make the purchase, but like making it easy to work with you. Like, how can you do it during the entire relationship so that they’re not like having to email you and be like, I don’t know where like this is or that is like, that’s annoying for them.

And like, it’s annoying for you too. So if you can. Mitigate that by having the good client experience, having the dashboard, whatever, like that’s going to help improve the relationship too.

[00:38:23] Cassie Macfarlane: Totally. Totally. Um, it really does. And it’s like, you impress your clients too. Like, they’re like, okay, like she’s, this girl’s got her shit together.

[00:38:32] Jaiden Robinson: I mean, I’ve totally been impressed by people like that I’ve worked with and I’m like, your onboarding process is so like, I’m just like, yes, this is going to be so juicy and then there’s other people I’ve worked with where I’m like, okay, like, I don’t know if we’re going to vibe together because this is a little bit crazy.

[00:38:49] Cassie Macfarlane: totally. No, like you could, you can feel like your client can feel the disorganization if you’re like a little bit all over the place, which is why it’s like, bring it in. You know what I

[00:38:57] Jaiden Robinson: Yeah, yeah. You don’t even like have to be an organized person if, especially if you hire someone like Cassie, which I was going to say is like your, um, black, what we were talking about Black Friday and I feel like your VIP offer, like your one day you can kind of get stuff set up like that. Right. For Black Friday.

[00:39:15] Cassie Macfarlane: Yeah. So I, um, I’m an OBM. So like I have my retainer clients and then I also just have like one off projects to where, um, like maybe you don’t need like a full OBM, like support, but like you’re, you want to build like a tripwire funnel or like. Um, a funnel for your course or you want to build out your course or you have a membership like That you only just need somebody to come in and like build it out for you and then kind of like show you how To do it.

So that’s like with my vrp intensives that I do so it’s like super one off And yeah, it’s fun.

[00:39:49] Jaiden Robinson: Yeah, so you could totally use Cassie for that. Like if you’re like, I just have this one project. She’s done a couple for me. She’s done my onboarding, um, process. She’s done a course for me, like a, a course funnel, uh, freebie into a funnel. She’s done a couple of different things like that for me. And they’ve all been just like literal chef’s kiss.

She makes it so easy and then so easy for my clients. And like, I just get emails. That’s like somebody Booked like a coaching call somebody did this somebody did this and it’s like I didn’t even do anything I’m, just like existing and this is happening because of the systems that you helped me set up

[00:40:25] Cassie Macfarlane: Yeah. It’s so fun. I know. I love seeing passive income come in on my clients. Like, like passive income is really, really fun because even though you worked, like you, you work to set the system up, you know what I mean? And like you, all that brainpower to figure out the offer and everything, like you get the system set up once, right?

Figure what, what it is to offer, but then like, like you just keep getting paid, like, like it’s, it’s so fun to get payment notifications. Of like people like buying, like

[00:40:56] Jaiden Robinson: Yes

[00:40:56] Cassie Macfarlane: a, having like a 2, 000 a day because like three or four people bought your course and it’s like, Oh, it’s like, it feels like free money.

[00:41:04] Jaiden Robinson: No, you it literally feels like it’s so girl math because it’s just like Free money, like, I’ve woken up, like, on a Sunday morning and, like, I’m addicted to checking my email, so Some people are addicted to Instagram. I’m always on that Gmail app. Always. And I’ll get in there and it’ll be like, somebody, like, either upsold something, or my email funnel worked, or my freebie got downloaded, and I’m just like I’m cool.

Like, I just feel so like I’m awesome.

[00:41:35] Cassie Macfarlane: You are awesome. You really are. But

[00:41:38] Jaiden Robinson: if it’s you,

[00:41:39] Cassie Macfarlane: so is passive income, though passive income really is it’s like it’s just so fun. Like, I don’t know, is there a really a better email to get than like the stripe notifications that

[00:41:49] Jaiden Robinson: I don’t think

[00:41:50] Cassie Macfarlane: ching, you know what I mean? Like, it’s so fun. So it really is. It’s so fun.

So like when you, um, like, you know, So like if you wanted to get something set up like that, like we, if you have an idea, like that’s something that we could get set up to where the sales process is on, like completely autopilot. And then you can make sales in your sleep while you’re on vacation, while you’re actually working.

But it’s just so fun to like get those, like, Payment notifications automatically. It’s so

[00:42:18] Jaiden Robinson: It is. It’s the best. Um, so yeah, definitely. If you are like, maybe this is for me, like at least talk with Cassie because she’ll help you like figure out if it’s for you or not. Um, And

[00:42:31] Cassie Macfarlane: Even if you, even if you just have questions, um, but my DMS are always open. I’m, you can ask me, I’m like more than happy to help. I’m not going to like, end up like pitching you or anything. I just like, I really just, I love helping people like figure these things out. So just, you know, if you have a question on which tech platform would be best for you, send me a DM.

I’d love to hear from you.

[00:42:52] Jaiden Robinson: Yeah, absolutely. And this conversation has been so, so, so fun, but I do have one more question for you.

[00:42:58] Cassie Macfarlane: What

[00:42:59] Jaiden Robinson: And it is, if you could go back and give your younger self one piece of advice, what would it be? Yeah.

[00:43:12] Cassie Macfarlane: I would tell her to let her freak flag fly and to just really like, just to be herself. You know what I mean? Like just be you and fuck them if they don’t like it. You know what I mean? Like that’s the mentality to have. And I think that that’s, yeah, that’s exactly what I would tell her because I, even like for my online business, like I used to really like.

I struggled with how I was supposed to show up. Like how, like, how are you supposed to show up on Instagram? Like, what am I like, what’s the, what’s like the protocol? You know what I mean? And like, and you, it’s so exhausting to like, figure out like who, like how you should show up and how you should be.

And you know, like when I finally was just like, cause I, I kind of, I always felt like I was A weird or a different person and like, just like an outsider. I don’t know. I felt like that’s just how I felt. And so like, before I would show up on Instagram, like, it was like, I didn’t want people to find out that I was weird.

And then finally I was just like, this is so exhausting. Like, I like, I’m just gonna like, let’s just be myself. And then like, That’s when like your business really like blows up. Like, because you actually, it’s so true. Like, cause you actually find out that, okay, you’re not weird. There’s a lot of people that are like your flavor of weird.

So like, it takes away that, like that feeling of like, Oh, I feel alone. You don’t, I mean, it takes it away and it just feels like really good to just like show up and be your authentic self. Cause it’s like. Um, I don’t know, just like showing up online, it can be so tricky. Like, how are you supposed to do it?

And then, you know, finally, when it’s just like, I’m, I’m just going to be me, I’m just going to show up and have fun. And like, you know, just like, just to be there with my friends online and like, provide like value for my community. And it’s just like, you know, have like fun back and forth, like playfulness, you know what I mean?

And like, it’s just, you know, And just authenticity, like being authentic and like being yourself and that it’s just, I feel like it’s just the most important thing that you could do for your life and your business.

[00:45:13] Jaiden Robinson: For your entire life, I completely agree. And it’s like, something I’ve been coaching another client of mine on is like, it’s okay to show up and be like, Being yourself and then get confused and then show up a different way. Like it’s okay to be seen trying. It’s okay to be seen moving forward. Like truly nobody’s going to remember.

Any, those things that you are judging yourself for and so concerned about, like truthfully, no one is going to remember that, like they just really aren’t. And like I, who I am has like changed and evolved even in the last 18 months. Like how I show up is so different and that’s okay. Like it’s okay to just go through those phases of life and just be yourself.

You can’t be afraid to like be seen trying to do it.

[00:46:03] Cassie Macfarlane: Yeah, exactly. And I feel like too, like when you find, when you see somebody online, that’s like posting, that’s just like being themselves. I think that it really gives the, not that you need a permission slip. You don’t, you don’t, but like, I feel like it gives other people permission to do the same. Cause it’s like, okay, well, she’s doing it.

Then I can do it too. You know, like you don’t need the permission slip, but it’s still, it’s like, it’s cool to see. Somebody else doing it because it’s like, they’re just in there, they’re just in their truth and it’s like, you know, it, like, it doesn’t matter if like you’re rejected, like you, cause it’s going to happen.

Like some people are, you’re just not going to be some people’s flavor and that’s okay, but like, you should still show up as you and who you are. And like, because then you are going to find like, that’s how you really find like dream clients and

[00:46:52] Jaiden Robinson: really is Because they’re gonna like you and like respect you for those like very niche weird things about yourself that Honestly, you might not even know like you might not even know that’s why they’re booking with you But you just vibe really hard together like even you and I like We just like each other.

Like, I don’t know. You know,

[00:47:13] Cassie Macfarlane: It’s that earth energy.

[00:47:15] Jaiden Robinson: Yeah

[00:47:15] Cassie Macfarlane: Capricorn Taurus. That’s

[00:47:17] Jaiden Robinson: Yes, Earth signs, baby, but really like you just you will attract the people that Genuinely like you and imagine like imagine showing up as some version of yourself. That’s not really you like imagine showing up as Some diluted version of you or some weird version of you.

You’re going to attract like those clients and then you’re really not gonna like them

[00:47:38] Cassie Macfarlane: Yeah. No, exactly. Like it’s so true. Like, cause if you’re showing up inauthentically, then like, you’re going to, like you just said, you’re going to attract people that like are attracted to that. And then you’re just going to end up clashing with them. And it just. It sucks. So like, like just show up and be yourself and like, like talk about your weird quirks and like, like that, like any, like the majority of my sales that I’ve had in my business have all like majority of that have them have come from like me, like posting like a book that I’m reading or like a song or like a funny joke.

And they’re like, Oh my God, I love this so much. By the way, I’d love to work with you. You know what I mean? Like

[00:48:16] Jaiden Robinson: It’s so funny

[00:48:18] Cassie Macfarlane: It always works like that, you know what I

[00:48:20] Jaiden Robinson: like my intricately curated sales message did nothing but like me posting about like the music I listen to

[00:48:28] Cassie Macfarlane: Yeah

[00:48:29] Jaiden Robinson: That’s what got you

[00:48:31] Cassie Macfarlane: Yeah, exactly, but it’s true like it’s how it works and then like that’s how you find like your dream clients to where it’s like okay, like like you’re just together for a really really long time and like that’s the That’s the kind of clientele that you want to build anyways, you know Like that’s like it makes you feel like secure and like stable and so yeah

[00:48:51] Jaiden Robinson: Yeah, so with you, that was a beautiful piece of advice. Thank you for sharing it with me and all of us. Um, and yeah, I’ll make sure to link all of Cassie’s juicy stuff in the show notes so you guys can reach her. Uh, but thank you so much for being on today.

[00:49:05] Cassie Macfarlane: Thank you for having me. 

[00:49:07] Jaiden Robinson: First, I want to say thank you so much for being here and listening to my podcast. It means the world to me. And I just appreciate this community more than you could ever know. If you love this episode or a previous episode that you’ve listened to, go ahead and head to the leave a review link in the show notes and leave us a review. We would really appreciate it and we’re so glad that you’re here. Thank you.