Client Experience for Squirrel Brains with Fran from The Passions Collective

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Nov 27, 2025

In this engaging discussion, Fran from The Passions Collective, a client experience architect and Notion specialist, shares her insights on creating a supportive client experience. She emphasizes the importance of aligning systems with your unique brain and avoiding the trap of excessive automation. Fran advises testing platforms to find what truly works and reveals how too-polished welcome guides can complicate rather than clarify. Ultimately, she champions simplifying processes for a more enjoyable business experience that also benefits clients.

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INSIGHT

Client Experience Must Support You

Your client experience should support you as much as it supports your clients.
Design processes to protect your brain and business, not to impress others.

ADVICE

Test Platforms With Free Trials

Try free trials of multiple platforms to see which one fits your brain.
Choose tools you enjoy using so you actually maintain them.

ADVICE

Map Your Full Process First

Write out your entire process step-by-step, including every client touch and decision.
Mark which steps you do because they work versus because you feel you should.

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There's no award for "most automated workflows" or "prettiest welcome guide," but there IS a prize for actually enjoying your business. (The prize is enjoying your business!)

In this episode, I sit down with Fran from The Passions Collective — client experience architect, Notion queen, and the only person who can make me actually care about conditional logic.

Fran's here to tell you that your client experience should support YOU just as much as it supports your clients. We're talking about why doing MORE doesn't make your client experience better, how to figure out what platforms actually work for your brain, and why welcome guides might be the thing secretly sabotaging your process.

TOPICS & TANGENTS

— Availability vs. capacity: they're not the same thing

— Why 40-hour work weeks are bullshit and 15-20 hours might be your sweet spot

— The difference between automations that help and automations that stress you out

— Why you need to ask for feedback even when you think the project was a disaster

— Fran's tech stack breakdown

POINT OF THE STORY

There's no "should" in how you set things up, just what works for your brain, supports your business, and actually helps your clients. Permission granted to make it easier.

GIVEAWAY

Want a free one-on-one strategy session with me? Go to Spotify and comment on this podcast episode what you loved about the episode, and I’ll enter you to win!

Love you, mean it. 🖤

FRAN LINKS

— Follow Fran on Instagram and Threads

— Check out her website

— The Audit (step one to working with Fran)

— The Revamp (custom project to revamp your client experience)

— Client Experience Intensives (for the DIY-ers)

— Check out her Dubsado and Notion templates

— Fran’s walkout song

BTL LINKS

— Use code "MILLIONAIRE" for $100 off my website copywriting course, Site Series Sprint.

— Join the Point of the Story community on Slack.

— Leave feedback or episode requests in our Suggestions Box.

— To stay up to date with all things Point of the Story, follow on Instagram and Substack.

— Follow me on Instagram, Threads, and Substack.

— Subscribe to my newsletters Tuesday Table of Contents for one marketing tip, once a week and Millionaire Moment for the insider tea on how I plan to make $1 mil in sales by my 31st birthday.

— Check out my website betweenthelinescopy.com.

This episode was edited by Adrienne Cruz.

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