Engineering Calmer Agencies & Consulting Firms: Calm is the New KPI

This episode is part 2 of a 2-part conversation with Joe Casabona, a systems architect for solopreneurs and a self-described automation geek. You can catch part 1 over on the Streamlined Solopreneur feed hereWhat if the difference between a chaotic, scope-creeping project and one delivered calmly, on time, and on budget wasn’t just better estimating - but a totally different approach? Joe shares how he used "vibe coding" - collaborating with AI as a coding partner - to rescue a complex nonprofit website project from spiraling out of control. You’ll hear how he navigated unexpected technical requirements, avoided burning weekends, and delivered a solution that protected both his business and his mental health.This isn’t about working faster. It’s about designing a system that supports calm, margin, and intentional business choices.What You’ll LearnHow "vibe coding" can help consultants keep projects on track without endless late nightsThe importance of deeply understanding client needs (and what happens when you don’t)Why AI is a better "rubber duck" than a magic wandHow to approach AI as a partner rather than a replacementPractical ways to use AI to reinforce your business values and protect your timeLearn More About JoeJoe Casabona’s websiteStreamlined Solopreneur podcastLearn More About SusanBeyond Margins websiteConnect on LinkedIn Grab the Calm Service Design + Delivery Swipe File here

What if the reason you're stuck isn't mindset—or even procrastination? What if you're just solving the wrong problem?In this episode, I’m talking with Cat Mulvihill, creator of the Momentum Framework—a diagnostic tool that helps you figure out exactly why you’re stalled out in your business and what to do about it. Whether the block is a skills gap, an energy mismatch, or a lurking fear, Cat’s approach helps you pinpoint the true cause so you can move forward without forcing it.We explore why momentum doesn’t need to be forced—and how understanding your method, mode, and mindset can make everything feel a whole lot easier.What You’ll Learn:The three core bottlenecks that block momentum—and how to diagnose themWhy systems that work with your brain create more sustainable progressThe surprising downside of perfectionism and "Cadillac" toolsHow fear masquerades as procrastination (and how to call it out)Practical examples for redesigning your systems to match your energy and contextLearn More About Cat: WebsiteFollow Cat on LinkedInThe Momentum FormulaMore from Susan:Follow Susan on LinkedIn 💌 Get weekly calm business insights at beyondmargins.com/newsletter 🛠 Explore services: beyondmargins.com Grab the Calm Service Design + Delivery Swipe File here

What if your brand voice didn’t live solely inside your head? What if it was a system—a tool that helped you write faster, delegate confidently, and create calm across your business?In this episode, I share how I took my brand voice from “just a vibe” to a repeatable, documented system with the help of voice strategist Justin Blackman. We dig into how building a voice guide changed the way I write, collaborate, and scale. If content creation feels like a bottleneck—especially when you're not the one doing the writing—this episode is for you.We’re not just talking about voice—we’re pulling two big levers from the CALMER framework:→ Efficiency, by turning intuition into reusable tools → Management Style, by empowering your team with clarity instead of correctionsThis is a behind-the-scenes look at the system that helped me put my voice on autopilot—and made content creation calmer, faster, and more fun.What You’ll Learn:Why “no one can write like me” is a sign you need a system, not more effortThe three components of a brand voice (and why most guides get it wrong)How defining the difference between you and your brand prevents burnoutWhy “authenticity” doesn’t have to mean writing everything yourselfLearn More About Justin BlackmanWebsite: justinblackman.comGrab Justin's Feelings WheelLinkedIn: Justin BlackmanLearn More About the Host – Susan BolesWebsite: beyondmargins.comLinkedIn: Susan BolesSubmit your Calm KPI or System: Send it here (00:00) - The Subjective Nature of Brand Voice (00:50) - The Challenge of Maintaining a Consistent Brand Voice (01:51) - Building a Scalable Voice System (04:41) - The Science Behind Brand Voice Guides (09:11) - Balancing Personal and Brand Identity (29:17) - Leveraging AI for Authentic Brand Voice Grab the Calm Service Design + Delivery Swipe File here

Most advice about scaling a service business means giving up the work you love or cranking your rates until clients walk away. But what if you could grow your revenue with your clients—without adding more to your plate? In this episode, Susan revisits a standout 2019 interview with business coach Lacey Sites, who doubled her revenue without taking on a single new client.Lacey did it by shifting to a revenue-sharing compensation model—one that ties her income directly to her clients’ success. In this re-edited version, we dive into how that shift happened, what she tested first, how she vets clients to make the model work, and why it changed everything about how she runs her business.What You’ll Learn:Why default pricing models for service businesses often lead to misaligned incentivesHow Lacey experimented with and validated her revenue-sharing structure before going all inWhat criteria she uses to select high-commitment, high-potential clientsWhy adding a base rate created a healthy balance between risk and rewardHow this model enabled Lacey to scale with her clients—and why it feels more equitable for everyone involvedLearn More About Lacey Sites:A Lit Up LifeWant to design your own calm-aligned pricing model? 📁 Grab the Calmer Service Design Swipe File with 60+ examples 💬 Or check out Susan’s 1:1 support options (00:00) - Introduction: The Problem with Traditional Pricing Models (01:01) - A New Approach: Revenue Sharing Model (01:30) - Case Study: Lacey Sites' Success Story (02:51) - Lacey's Journey to Revenue Sharing (05:30) - Implementing the Revenue Sharing Model (08:03) - Client Selection and Vetting Process (14:45) - Balancing Risk and Reward (21:31) - Scaling and Future Plans (29:05) - Conclusion: Designing a Calmer Business Grab the Calm Service Design + Delivery Swipe File here

Tired of hitting a wall with your client-based business? You don’t have to build a course or start a membership to scale. In this episode of Calm is the New KPI, host Susan Boles talks with Janet Alexandersson—an international licensing lawyer and founder of Piggy Bank Legal—about how licensing can become a powerful, margin-creating revenue stream for service-based business owners.If you've ever wondered how to productize your existing client work without burning out or shifting your entire business model, this episode is your permission slip. Janet walks us through the practical, strategic, and protective aspects of licensing, and shares how this often-overlooked business lever can change how you earn, design, and rest.What You’ll LearnWhat licensing actually is—and why it's not just for tech or big corporationsThe step-by-step process to start licensing your existing IPCommon pitfalls to avoid in licensing deals (and how to protect yourself)Why pricing should reflect their value, not yoursHow licensing can support a hybrid model with clients and passive incomeLearn More About JanetPiggy Bank LegalLinkedInLearn More About SusanBeyond MarginsLinkedIn (00:00) - Introduction: The Struggles of High-Touch Client Work (01:21) - Exploring a New Revenue Stream: Licensing (02:16) - Understanding Licensing with Janet Alexander (05:35) - The Licensing Process: Step-by-Step (10:18) - Protecting Your Intellectual Property (19:58) - Real-World Licensing Examples (38:49) - Final Thoughts on Licensing and Business Design Grab the Calm Service Design + Delivery Swipe File here

You’ve duct-taped your service business together with tools and automations. But now things are breaking, you’re chasing Zapier errors, and client delivery is starting to feel like a drag. What if the next step wasn’t hiring a team or flattening your services—but turning your system into the service?In this episode, we're geeking out with Dylan Kinder, founder and CEO of DataCose, about how service-based businesses can scale by transforming parts of their delivery into software. We explore how to spot the signs that you’re ready to make that shift, where to start, and why automation and AI don’t have to mean less human work—just less draining work.Whether you’re dreaming of fewer tabs, smoother client onboarding, or a more proactive delivery experience, Dylan brings a thoughtful, non-spammy approach to scaling with tech. We’re diving deep into internal vs. client-facing tools, the role of AI in small business, and how to avoid building a digital Frankenstein.What You’ll Learn:The two biggest signals it’s time to turn part of your service into softwareWhy internal automation is the best starting pointHow to think like an engineer (even if you're not one)The role of client portals in scaling calm service deliveryWhy AI should be used with human oversight—not instead of itConnect with Dylan:LinkedIn DataCoseConnect with Susan: LinkedInBlueSkyWork With Susan: Explore how we can build calm systems together → https://beyondmargins.com/services (00:00) - Introduction: The Struggles of Scaling a Service Business (00:43) - Reimagining Service Delivery with Smart Systems (02:12) - Exploring Automation and AI with Dylan Kinder (03:06) - The Two Paths to Scaling a Service Business (10:28) - Real-World Examples of Successful Automation (24:33) - The Role of AI in Modern Service Businesses (34:35) - Conclusion: Building Margin and Calm with Technology Grab the Calm Service Design + Delivery Swipe File here

Becky Pierson Davidson, Founder of Affinity Collective, specializes in product strategy for community-driven businesses. In this discussion, she reveals how she revolutionized the sales process by eliminating calls entirely. Instead, she employs asynchronous communication with creative tools like Loom videos and warm DMs, resulting in efficient client engagement and impressive conversions. Becky highlights the importance of relationship building, productizing services, and personal well-being, transforming traditional sales into a more human and effective approach.

Business is personal—so why do we so often separate relationships from our work? In this episode, Tara Robertson, leadership coach and DEI consultant, shares why she set a KPI around the number of new friends she makes this year. We explore how measuring relationships impacts not only joy but also business sustainability.Tara realized that working alone was draining her energy, so she made a bold decision: she would never go into an organization alone again. Instead, she’d co-lead, collaborate, and focus on working with values-aligned people who light her up. Now, she’s tracking new friendships as a key measure of success.Together, we dig into:Why business and friendship aren’t at odds (despite what the corporate world tells us)How Tara defines friendship vs. business collaborationThe impact of connection on work quality, creativity, and sustainabilityHow setting a friendship-based KPI brings more joy and alignment to business decisionsDifferent ways to track and measure relationships in your own workWhether you're an extrovert looking for more collaboration or an introvert like me, figuring out how to intentionally create relationships in business can be a game-changer.Connect with Tara: WebsiteLinkedInConnect with Susan: Beyond MarginsLinkedInBlueskyResources & Related EpisodesKaren Sargent on Client Report Cards (00:00) - EDIT 2 / Final E114 Tara Robertson (00:49) - The Importance of Friendships in Business (01:28) - Setting KPIs for Friendships (03:59) - Defining Friendships vs. Collaborations (06:23) - Tracking and Measuring Friendships (10:24) - Incorporating Friendships into Business (15:01) - Balancing Professionalism and Authenticity (25:40) - Conclusion: The Power of Connection Grab the Calm Service Design + Delivery Swipe File here

We all want our work to resonate—but how do we know if it actually does? In this episode, I sit down with storytelling and speaking expert Jay Acunzo to explore the concept of resonance over reach and how we can track something that feels inherently unmeasurable. Jay shares his Unsolicited Response Rate (URR) framework, a KPI designed to measure whether your ideas truly connect with your audience. If you're tired of vanity metrics and want to focus on making an impact, this conversation is for you.What You’ll Learn in This Episode:What a KPI actually is—and why anything (even calm or resonance) can be oneHow to measure audience engagement beyond likes and followsJay’s URR (Unsolicited Response Rate) framework for tracking meaningful interactionsThe importance of putting in the reps before expecting resultsConnect with Jay: jayacunzo.comHow Stories HappenLinkedInBlueskyConnect with Susan: Beyond MarginsLinkedInBluesky (00:00) - Introduction to KPIs and Calm as a KPI (01:07) - Understanding Resonance with Jay Acunzo (04:18) - Measuring Resonance: The URR System (08:18) - Applying the URR System in Practice (26:45) - Becoming Your Own Data Repository (29:53) - Developing Resonance in Business (34:13) - Embracing the Creative Process Grab the Calm Service Design + Delivery Swipe File here

Managing client relationships is one of the biggest challenges of running a service-based business. Expectations, boundaries, and communication all play a role in whether an engagement runs smoothly or goes off the rails. So, how do you actually know if you're doing a good job?Karen Sergeant has a solution: a Client Report Card. This system helps her measure and manage client relationships proactively, identifying potential issues before they become problems. As a fractional COO, Karen has spent years refining this process to keep her work feeling calm—even when working inside chaotic businesses. In this episode, we break down her weekly client evaluation system—what metrics she tracks, how she uses the data, and how you can implement a similar approach in your own business. If you’ve ever struggled with scope creep, unclear expectations, or misaligned client relationships, this conversation is packed with insights that will help you create a calmer, more intentional business.What You’ll Learn in This Episode:Why Karen created her Client Report Card—and how it helps her businessThe 10 criteria she evaluates weekly to measure client relationshipsHow tracking qualitative vibe-based data helps prevent burnoutHow you can build your own Client Report Card to keep your business running smoothlyLearn more about Karen Sergeant: Karen's WebsiteConnect on LinkedinConnect on BlueSkyLearn more about Susan Boles:Beyond MarginsConnect on LinkedInConnect on BlueSky We value your thoughts and feedback. Feel free to share them with Susan here. Your input is not just valuable, it's crucial in shaping future episodes. (00:00) - (00:36) - Managing Client Relationships (02:06) - The Importance of Boundaries and Scope (08:31) - Karen's Report Card Criteria (14:35) - Applying the Report Card in Business Grab the Calm Service Design + Delivery Swipe File here