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

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

Kendall Cherry, founder of The Candid Collective, delves into her unique approach to content creation with 'Fresh Content Inked,' advocating for just six new pieces each month. She highlights how a well-curated content library can ease marketing efforts and enhance client connections. By embracing strategic repurposing and asynchronous sales, Kendall promotes efficiency and calm in business. She also shares personal practices that keep her creatively balanced, challenging the notion that more content equals better results.

In this episode of Beyond Margins, Susan dives into the heart of goal-setting, breaking free from default metrics and focusing on what truly matters to your business and life. She shares her own approach to prioritizing calm as a core business metric and gives a behind-the-scenes look at how she set and tracked a single impactful goal in 2024—taking 12 weeks off to rest (spoiler: she surpassed it).Susan explores:Why default metrics like revenue targets may not align with your values.How to set meaningful goals rooted in your priorities.A practical framework for choosing Calm KPIs that guide your decisions.Why setting fewer goals—or none at all—can work for demand-avoidant or overcapacity business owners.Stay tuned for the rest of the series, where Susan will share insights from other business owners about their Calm KPIs, including an upcoming live workshop to develop a custom KPI for one business.What You’ll Learn in This Episode:The pitfalls of measuring default metrics that don't serve your goals.How Susan structures her business to prioritize rest and calm.Tips for evaluating and tracking your progress towards intentional goals.Real-world examples of unconventional metrics driving success in calmer businesses.Support the Show:Love Beyond Margins? Support the podcast by leaving a rating and review wherever you listen. Your feedback helps others discover the show and empowers us to continue sharing valuable insights. Grab the Calm Service Design + Delivery Swipe File here

How do you reduce urgency in a world where urgency is so deeply embedded? How do you market yourself and your work in a way that is anti-oppressive? We're continuing in our mini-series on my calmer framework for a calmer business. This week, we're focused on reudcing urgency and techniques for anti-oppressive marketing. We're joined by Natalia Sanyal, an anti-oppressive copywriter and brand messaging strategist. She’s worked with billion-dollar businesses like Apple and Lululemon, New York Times bestselling authors like Layla Saad & Deepak Chopra, and award-winning marketing agencies. Now, she teaches high-integrity personal brands to use marketing as a force for good so they can sell better and harm less.On this episode, we learn some techniques to reduce urgency in our work, align actions with values to foster a calmer atmosphere for you, your team, and your business. Listen to the Full Episode to Hear:How can you move away from the default urgency-driven model?How can you reduce client emergencies and create more flexibility?What are the real-world applications of aligning business actions with values?How does embracing vulnerability play into the human aspects of entrepreneurship?Learn more about Natalia SanyalCheck out Natalia's newsletterConnect on LinkedinLearn more about me, Susan Boles:Beyond MarginsConnect on LinkedInConnect on Threads 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) - Introduction to Human-Centered Entrepreneurship (00:55) - The Elements of a Calm Business (01:40) - Reducing Urgency in Business (03:03) - Anti-Oppressive Marketing with Natalia Sanal (24:51) - Embracing Anti-Oppressive Marketing (26:20) - Taking the Leap: Transitioning to Value-Aligned Clients (31:19) - Deconstructing Urgency in Business (37:47) - Building a Calmer, Sustainable Business Grab the Calm Service Design + Delivery Swipe File here

We live in a society obsessed with productivity and working more, so how can we lean into rest? What are the benefits of building rest into our businesses? And how can we begin to do that? We're continuing in our mini-series on my calmer framework for a calmer business. This week, we're focused on rest. Rest is often a challenge for us go-getters, solopreneurs, and entrepreneurs. But, it's essential to stop burnout, stay creative, and have a truly calm and sustainable business. We're joined by Jordan Maney, a Radical Joy Coach™ and creator of the Radical Joy Collab who shares how we can build a rest ethic alongside our work ethic. She coaches others to learn the radical practice of rest so they can bring their visions to life. She’s been featured in New York Magazine, Yahoo, Attn, Oprah Magazine, and Martha Stewart Living.On this episode, we learn how to design our work systems to include rest in a way that works for each of us, how to push back on scoetal pressure to not rest, and how our work lives and personal lives can be transformed with the power of rest. Listen to the Full Episode to Hear:How can rest be intentionally designed and built into a business to make it calmer and more sustainable?Why is rest a critical element of productivity and how does it contribute to better creative work?What does a rest ethic look like and how can it be developed alongside a work ethic?Learn more about Jordan Maney:Check out Jordan's WebsiteConnect on InstagramConnect on LinkedinLearn more about me, Susan Boles:Beyond MarginsConnect on LinkedInConnect on Threads 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) - Introduction to Rest Ethic (00:51) - Exploring the Importance of Rest (01:44) - Challenges and Personal Experiences with Rest (05:42) - Developing a Rest Ethic (22:21) - Understanding Your Needs and Accommodations (25:36) - Challenges of Implementing Rest in Work (29:44) - The Importance of Rest and Its Impact (37:58) - Practical Steps to Incorporate Rest Grab the Calm Service Design + Delivery Swipe File here