Human-Centered Client Systems
Build the operational backbone that keeps customers cared for in this growth phase… without requiring you to be everything everywhere all at once.
From the outside, it looks like you’re thriving. But in reality, your business can’t function without you making a hundred daily decisions.
And that is a HEAVY burden to carry! As a fellow business owner and service provider, trust me, I know.
That client can’t sign on until you’ve sunk hours into customizing their proposal. The relationship with that lead can’t grow stronger because you forgot they existed after joining your email list. It feels impossible to hit “publish” on an automation because that means 5 other things need to be built in a giant, messy, stressful dependency loop. Or, you’ve overbuilt your tech to the point it’s convoluted and impossible to delegate.
Either way, you’re stuck. And yet somehow, it feels easier to hold onto that cognitive load and put out fires day after day than to fix the problem.
Which is 100% understandable! You’re a therapist or a creative or a coach or an activist… you’re focused on the people you serve. You might even relate to an Executive Coach who recently hired me because she (and I quote!) “simply hates this shit.”
As an expert in systems strategy and online business operations for service-based businesses, I’d LOVE to be your nerdy and enthusiastic guide! I’ve designed Human-Centered Client Systems to help you troubleshoot exactly what is standing between you and a premium client experience that is easy to maintain, delegate, and rake in those glowing customer reviews.
Break free from the bottleneck with a streamlined structure that is easy on everyone’s nervous systems (including YOURS!).
Why Human-Centered Client Systems Works
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Ground
I finally ask you the right questions in a human-to-human approach that pinpoints exactly what’s breaking down with YOUR specific client management and lead generation processes.
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Build
We co-create exactly what your business actually needs, not apply a generic template. So you have repeatable systems that hold your clients with care even when you’re not at your desk.
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Steward
Systems are useless if you don’t know how to update and iterate on your own. Which is why I create robust training materials and follow-up support so your new structure can flex as you grow and change.
“She is compassionate, firm and wildly knowledgeable.”
“Sabrina was able to identify gaps in my business structure that I had not even considered, create solutions and work with me and my team to create systems that allowed for everyone’s needs to be heard, honored and met.
She not only created systems for us, she also provided valuable customized educational tools for reference that we can access as we need. Sabrina took the time to individually connect with each of my team members, noting what was working and what current challenges were and presented them back to me in a compassionate and affirming manner that created a solid foundation for needed change.”
– Dr. Sahar Martinez, Founder & CEO of The Process Wellness Collective
Two Tiers of Support Available: Understory and Emergent
The Understory Package
For streamlining ONE system, Client Management OR Lead Generation—whichever is the bigger bottleneck holding back your business at this transitional stage.
How do we decide?
↳ You might benefit from focusing on Client Management if onboarding relies on free moments in your schedule, action items are slipping through the cracks, you feel like you’re not showing up as “professionally” as you’d like, or you’re reinventing from scratch for each client project.
↳ You might benefit from focusing on Lead Generation if you feel exhausted by the “feast or famine” cycle, you’re missing opportunities because you forget to follow up, relationship-tracking only exists inside your head, or you have no process of nurturing folks from “found you” to “hired you.”
If you’re unsure, do not fret! The Understory Audit will provide clarity on which system needs attention first.
What do both options include?
Before we build anything, we break through the overwhelm of “where do I even start?!” with an audit of your current structure. After your expert-guided questionnaire and info-gathering interview(s), I put together a Gap Analysis and Action Plan that dives deep into solving the gaps of your biggest Client Systems headache: Client Management OR Lead Generation.
Then, we’re off! Both paths include strategy calls to sync up on customized operational solutions, a build phase where I’m filling your accounts with templates and (non-creepy) automations, and personalized training materials so you can maintain your new system long after I’m out of the picture.
Whatever we choose, The Understory Package takes about 6 weeks (plus a 30-day day window of email support) and starts at $2,775.
Where do the two paths diverge?
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Client Management
❀ Customer journey maps and repeatable project checklists for all 3 offers
❀ Up to 12 customer-facing email templates (3 onboarding, 6 mid-service delivery, 3 offboarding) across 3 offers
❀ Up to 4 client-facing templates (think: a welcome packet, client portal, proposals, questionnaires, info-collecting docs, feedback/testimonial forms)
❀ Up to 3 Zapier (multi-step) automations OR up to 5 in-platform CRM/course platform automations
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Lead Generation
❀ Email marketing platform setup optimization (settings, contacts, domain connection, up to 3 branded email templates, and up to 7 lists/segments)
❀ Lead magnet landing page + 3-email delivery sequence set-up OR newsletter welcome sequence (with no lead magnet) set-up
❀ Up to 3 opt-in forms (pop-up, inline, link-in-bio) for your website
❀ A customized Lead Tracker within your preferred platform for more intentional relationship-building
The Emergent Package
For a full overhaul of your Client Systems, including both Client Management AND Lead Generation.
Ground: The Emergent Audit
Whereas the audit in the Understory Package narrows in on one system, this is a full diagnostic of your client experience: How potential leads are nurtured, how clients are served, and where growth might be getting stalled at the seam when someone transitions from “prospect” to “purchaser.” We map how Client Management and Lead Generation work together, so we can co-create an integrated experience from the first touchpoint to final offboarding.
Build: Implementation Across the Board
You get all of the deliverables listed above for both Client Management AND Lead Generation. Client journey maps, email optimization, automations with a human touch, rinse-and-repeat templates, oh my! Then you wake up one day and your client systems are moving without you hovering over the laptop.
Steward: Comprehensive Client Systems Documentation + Training
Systems inevitably require iteration and adaptation. I want you to leave this experience understanding the strategy and the tech that holds it in place! That’s why I provide a robust set of resources, customized video walkthroughs, and a live training call to set you up for success.
All in all, The Emergent Package takes about 12 weeks (plus 60 days of email follow-up support) and starts at $5,175.
Kind Words from Past Clients
The chaos you’re weathering isn’t a character flaw, but a systems gap.
Give yourself a pat on the back for even making it this far on coffee and willpower! That’s no easy feat. And most people don’t even try.
What you’re experiencing is not a personal failing. Truth is, there comes a time in every small business’ journey where you are kicking so much ass that the digital duct tape can’t keep up: people start falling through the cracks, deadlines keep getting pushed back, and the quality of your work becomes difficult to maintain as you spend hours reinventing the wheel each week.
And, there is a HUGE cognitive load to making deep, long-term improvements to your business infrastructure.
You don’t have time to adapt another template. You could hire someone to onboard you to a CRM, but you’re not even sure which platform (if any) is the best fit for your business model. You don’t have the money nor the bandwidth to play the guessing game.
That’s what makes Human-Centered Client Systems special—it starts with you, the human.
I guide you through a supportive, human-to-human process to share the information that truly matters. And we don’t explore any solutions until we’ve unearthed exactly what is breaking down in YOUR specific client systems.
Get in buddy, we’re not doing quick fixes!! I’m here to help you repair the foundation so you can expand and evolve without constant hyper-vigilance.
Not sure you want to commit to a full systems upgrade? Demystify the breakdown in your client experience with The Understory Audit.
We’ll complete the same focused audit you would receive with the Understory Package, no strings attached.
In 2 weeks, you’ll get a clear diagnosis of exactly where your client management or lead generation is going off the rails. So you know exactly how to stop babysitting your business—without analysis paralysis, constant tool-switching, or selling your personal touch to AI + big tech.
If you then decide you’d like my support implementing solutions, you can roll the cost into a Human-Centered Client Systems package!
Frequently-Asked Questions
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The Understory Package starts at $2,775 with a standard timeline of 6 weeks. If you’d like your team to be actively involved, interviewed, and trained for this new system, it’s additional $150 per person. But that is 100% optional!
The Emergent Package starts at $5,575 with a standard timeline of 12 weeks. For this more comprehensive audit and training process, I would highly encourage team member interviews to inform the process, which costs an additional $150 per person.
Payments are typically split into three or four installments, paid over the duration of the project. But if you need a more flexible payment option, please don’t hesitate to ask!
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If, through the course of our work together, you decide you need more than what is in the standard package, these additional improvements will be billed at $65/hour.
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Client management: HoneyBook (but am currently expanding my knowledge to learn the ins and outs of Dubsado and Moxie)
Email marketing: Flodesk, Kit (formerly ConvertKit), MailerLite, Klaviyo, MailChimp
Website: Squarespace, Wix
Project management: Notion, Asana, ClickUp
Sales: ThriveCart, Squarespace
Course + community hosting: Teachable, MightyNetworks, Circle, Squarespace
Automations: Zapier
That being said, I’m always curious to learn more and I don’t believe in one-size-fits-all solutions. We’ll discuss your tech stack during our Discovery Call. If I’m not the right systems girlie for you, I have some service provider recommendations to share!
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Deliverables for Client Management improvements include external documents like proposals, questionnaires, client portals, and welcome packets. Deliverables for Lead Generation improvements include lead magnets, a landing page, and email templates.
I want to be transparent that I am an expert in systems, not necessarily graphic design, web design, or copywriting. That being said, I have spent 4+ years doing marketing work as various clients’ Virtual Assistant and Online Business Manager, so I do have some better-than-basic skills. A client of mine recently Slacked me saying, “ma'am??? are you sure you're not a designer? this shit is INCREDIBLE ?????????? you're legit so hired?” Plus I designed this web page and wrote all the copy, and I don’t think it’s half bad!
My rule of thumb within the constraints of this offer is generally “you provide the content, I’ll provide the container.”
You provide the copy for a landing page, I’ll build it on your website. You send over the info for your welcome packet, I’ll create a .PDF design according to your brand guidelines. You write a captivating email (though I do have some structural templates to help you get started), I’ll make sure it reaches the right people at the right time. I can provide minor edits and feedback as requested, but I’ll rely on you to bring your unique voice and approach to these materials!
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Alas, offer design is not a part of Human-Centered Client Systems. To be a good fit, you’ll need at least one clear offer with repeated processes rather than services with scopes that are customized each time. A business coach would be my recommended first step to productize your offer, before we build systems around it!
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I am what one might consider an AI skeptic. While I can incorporate some in-platform AI features into your workflow upon request, it’s not my go-to instinct or preference within my scope practice.
In general, I don’t set up any automations that I feel violate a person’s right to privacy. For any workflows involving generative AI analysis of transcripts or personal information, I require written documentation proving that all parties involved (think: your clients or team members) have consented to (1) their words being captured by an AI notetaker or platform, and (2) their data being run through an LLM.
I will never use generative AI tools to help with visual design, webpage creation, or copy editing during a Human-Centered Client Systems project.
I do not help create AI Agents at this time because I value the human touch that sets small businesses apart from big corporations and big tech. I helped many people systematize before AI was widely available and feel confident we can continue to find a balance between time-saving automation and irreplaceable human connection.
I particularly do not trust OpenAI (the folks behind ChatGPT) and Anthropic (the folks behind Claude) with access to your browser, intellectual property, or tech accounts. So I shan’t be setting those systems up for you as my client whom I care about. <3
My full AI policy is coming soon! If you have any concerns, I’m more than happy to talk through the nuances of this issue. My opinions might grow and change and adapt, but this is where I’m at right now.
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I am so glad you asked!! Click here to fill out an inquiry form. I’ll review it and if it feels like a fit, we’ll schedule a free 30-minute Discovery Call to explore what Human-Centered Client Systems looks like for you.
“Sabrina is a literal gift for business owners.”
“I cannot adequately state the level of trust I have in her when it comes to handling things. She's singlehandedly helped me book more clients because I'm not dropping balls, she's made the offboarding experience smoother, and all-in-all my projects are now getting the help and the justice that they need.
She sees between the lines in your business so you start seeing things done that you didn't realize needed to be done. We've implemented new systems because of her that take so much pressure off of me. In fact, I quite literally have no idea what I did before her.”
– Olivia August, Owner + Lead Designer of Bold August Design Studio