Soulpreneur Scaling Stories

92. How to Create Client Experiences That Make People Obsessed (Without Perfect Systems) with Faith Morris

• Andrea Elibero • Episode 92

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In this episode of Soulpreneur Scaling Stories, I sit down with Faith Morris, a remote operations partner who works with "organized psychopaths"—visionary entrepreneurs with small teams who are incredibly organized but overwhelmed by the infrastructure needs of their growing businesses. Faith shares her unconventional approach to client experience and why authentic human connection trumps perfect systems every time.

During our conversation, Faith reveals why most service providers are focusing on the wrong things when it comes to client experience. She breaks down the difference between client journey and client experience, shares specific examples of small touches that create client obsession, and explains why being authentically yourself is the most powerful part of your client experience strategy.

If you're a VA, OBM, or service provider who wants to move beyond being "just another contractor" to becoming someone clients genuinely obsess over, this episode offers actionable strategies for creating memorable experiences without breaking the bank.

Key Points Covered:

✨ Why client experience is about more than just systems and automations

✨ The difference between client journey and client experience (and why it matters)

✨ How to create personal touchpoints that can't be automated

✨ Why authenticity and being yourself is your biggest competitive advantage

✨ How to scale and hire your first team member with intention

✨ The importance of speed in client communication and business growth

Connect with Faith:

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[00:00:00] Introduction and Episode Overview

[00:00:00] Andrea Elibero: Andrea here, your host and passionate business coach and scaling strategist for soulful service providers and coaches. Welcome to another episode of Solepreneur Scaling Stories. Have you ever wanted to look behind the curtain of your fellow entrepreneur's business to see what actually went into scaling it?

[00:00:22] Well, you are in for a treat 'cause that's exactly what we are doing here. In each episode, we will be uncovering the truth of the lessons and the stories behind what it truly takes for sold entrepreneurs to scale their businesses intentionally. I'm hoping that their stories will help you to unlock the true potential of your business so you can create your own soulful, abundant, and aligned laptop lifestyle through intentional scaling.

[00:00:46] So whether you're just starting out on your scaling journey or you're a seasoned entrepreneur seeking inspiration, this episode has something incredible in store for you. Are you ready to rise, grow, and create a business that fully supports your dream life? Well, let's dive in. [00:01:00] Before we begin, make sure to hit that subscribe buttons.

[00:01:03] You never miss an empowering episode filled with real stories and soulful insights.

[00:01:10] I am

[00:01:11] really excited today to bring you two things. One is the screaming puppy in the background. If you can hear her. She is still learning how to, we've had her week at the time of this recording and she's still learning how to, um, be by herself. So my apologies ahead of time if you hear any of that.

[00:01:29] Meet Faith Morris: The Organized Psychopath

[00:01:29] Andrea Elibero: And more importantly, to introduce Faith Morris, who is a remote ops partner.

[00:01:35] Faith Morris: Hi. Thank you for having me.

[00:01:38] Andrea Elibero: Thank you for being here. I'm really excited, um, to chat with you. We're going to talk a lot about client journey today, and but before we do that, I would love for you to just introduce yourself, tell everybody what your business looks like today, what exactly it is that you do.

[00:01:53] Faith Morris: Yes, my name is, excuse me. My name is Faith Morris. I am an operation [00:02:00] strategist for organized psychopath, entrepreneurs with small. Teams and I, um, currently am supporting, you know, entrepreneurs in different stages of their businesses. Um, and I I, it's funny, uh, the, the word organized psychopath kind of came to be, uh, because, you know, some people were solopreneurs, some people were some small teams.

[00:02:22] But everybody that I loved working with at the beginning and started to work with were, were crazy and they were so organized, um, but they just didn't have enough hours in the day. Right. A lot of multi, you know, priority entrepreneurs and I really found my niche for understanding that, you know, organized psychopaths, right?

[00:02:45] They're so busy, uh, but they're so organized, but ultimately like the infrastructure of their business. Needs support. And that's really where I come in, um, co-creating. I don't create systems for anybody listening. I don't do systems. Uh, but I [00:03:00] co-create an infrastructure for people's businesses with them that allows them to be more efficient.

[00:03:07] Andrea Elibero: Okay, so two things. One is. Love the psychopath. Like love it. Because I feel like a lot of people would shy away from using a word like that, and I'm assuming that just makes you stand out even more to your ideal client. So I think that's amazing. And number two is, okay, explain the difference between systems and what you do.

[00:03:26] Faith Morris: Yeah, so you would see, especially in the online space, right? When you think of operations, the first thing that comes to people's minds is automations is systems. So we have the Sato builds, the click up, the asanas all super, super important. And what's really funny, right? I hate that stuff. Like I have a referral network for that kind of stuff.

[00:03:48] It's not my passion, it's not what I'm good at. I understand intrinsically. People need them, how they operate within a business, that's what system they've got. Operations system [00:04:00] strategists. But I think we all get, you know, grouped in there. I really come in on a consultation strategy, implementation part of operations. So I become this human container for people in their businesses. Right. I'm the one that is, okay, we're, we're problem solving and we're also implementing, and I'm this like human sounding board to give you momentum to actually move, you know, sounds corny, but like to move that needle, but to get you going.

[00:04:32] And this happens to a lot of visionaries, right? Like you can get a ddo set up, you can get a notion set up, but that doesn't change the like 8 million ideas you constantly have. I'm coming in to help contain those 8 million ideas. Create strategy of like, okay, how do we bring this into your business? How does this fit in your life?

[00:04:52] And I think that's something that makes me really, really different is I am very big on taking what's happening in your personal life and [00:05:00] what's happening in your professional life and bringing them together because one does not live without the other. And operationally, your business cannot function you do not understand that your personal life affects the operations of your professional life.

[00:05:13] Andrea Elibero: Yeah, a thousand percent. And I'm curious, and I think that this is a really, it will be really helpful for my pupils for you to talk about. Now, I assume that, or maybe you don't, 'cause maybe your messaging is so clear that you don't, but I assume that you potentially get a lot of. Or maybe some pushback. We are like, no, wait, but I want somebody to set up the systems that are gonna support what we're doing.

[00:05:39] So I would love to hear how you handle that.

[00:05:41] Faith Morris: and this happens a lot. And you know anybody that's listening or has been following my journey, I am, it's fine. People are creating agencies, micro agencies, when people start to scale, right? I am creating an efficiency circle. I am creating an internal and external [00:06:00] network of people that I have vetted, I have trusted that I have, you know, contractual, like affiliate commission relationships with, 90% of people that come to me, I am at some point referring out to somebody else they need. You cannot find unicorns. Unicorns don't exist. Right. And most of the time when people are coming to me, I'm, uh, there's like quick wins and deep rooted issues. Right. Systems quick wins because it's something, and, and quick wins in terms of like, hey, this is, this will solve this like that, right? It might take a few months, but like that to set it up.

[00:06:36] But that's what solves that versus like the infrastructure of your business, how your team functions and you know, that's all very deep rooted and takes time. When people come to me and we get to a point where they're like, okay, no, but like I do need a dip. Sodo great. I'm gonna give you three people that are in my network to interview, to, um, you know, to, to interview, to, to think about hiring, right?

[00:06:57] Because I, first of all, not everybody's a [00:07:00] fit for everybody. I always have two or three people within those categories for people to go outsource. I love outsourcing, that kind of stuff. And ultimately, if that's an initial conversation, I'm very, very honest with people of like, oh, oh, you actually don't need this.

[00:07:13] You literally. need someone to set this up 90% of the time. No, it's cheaper than just, oh, I need some automations. I need to, you know, fix this system. It's like actually you have some other processes internally that are need looking at. Um, but ultimately I'm always sending people to my internal efficiency circle of people that I trust I have vetted because I'm crazy about client experience.

[00:07:38] I am very picky about the people that I partner with.

[00:07:44] Client Experience and Journey Insights

[00:07:44] Andrea Elibero: Okay, so since you created that segue, let's talk about client experience, client journey. And first of all, let's define it. So like how would you define client journey slash client experience?

[00:07:55] Faith Morris: Great.

[00:07:55] Andrea Elibero: It's a pop quiz. You can't make sure you get it right.

[00:07:57] Faith Morris: It, yeah. Right. So [00:08:00] client experience is more than just systems. I think we use the word client experience a lot. Sorry, client. Yeah. Client experience a lot versus a client Client experience has become this bubble of systems only, right? It this is like when you think, oh, and again, you see a lot of operations people, you know, selling and advertising, and it's all okay, right?

[00:08:24] Like, hey, this will fix your client experience or make your client experience seamless with a ddo and a clickup setup and these automations. My message is that your client journey is a lot more than systems. Systems does not make a good client experience. And it's funny, I just posted on threads, you know, yesterday about how one mistake, one missed automation or email, that is not a, a make or break of client experience, right.

[00:08:55] Is it something that could be better for sure. But the way that you make [00:09:00] people feel before they work with you. As they're inquiring to work with you during the process of onboarding client delivery, and after that feeling is what makes or breaks client experience. And there absolutely has to be an ecosystem to support that from an automation and like physical system standpoint. But it's not the B end end, all right. And I gave the example of right now I'm a I'm the only person on my team. I was going on vacation the day before I sold an offer, and there's certain automations that don't make sense for me right now as I'm creating my offer ecosystem, know, developing things.

[00:09:40] Anyway, I sent a broken link, okay. It was like the day before I went on vacation. It happened. wasn't the end of the world. It was fixed within like two minutes of her emailing me to say, Hey, sorry, this link is broken. Do I think that my client experience is awful and she hates me? No, because she's obsessed with me and she wants to work with [00:10:00] me. And like that, like I, it's a small detail, but it's not gonna make her break the rest of her client experience of the value she gets. The energy I put in and the follow up and the constant like that is. Part of the client journey. Communication. How quickly do you respond? How do you respond? Right. For me, it's conflict friendly.

[00:10:21] This is, this is literally more than automation, much more than an automation in a system,

[00:10:27] Andrea Elibero: what came to mind when you were speaking was that I think that a lot of people go towards the, oh, my client experience, client journey, make sure everything works, like whatever, because it's tangible.

[00:10:39] Faith Morris: Yes.

[00:10:40] Andrea Elibero: Right. It's easy to see and you don't have to think beyond that. You're like, okay, this works great. It functions amazing.

[00:10:46] Whereas what you're talking about actually goes deeper than that. And it's more like soft skills. It's more like Right. Like, and how you show up and, and when you're talking, I think about dating like also and the parallels that exist in there. So, [00:11:00] so I would love to hear some examples like, how do you make your clients obsessed with you?

[00:11:03] How do you make your clients like, yes, I freaking love this girl. Like before they even sign up to work with you.

[00:11:08] Faith Morris: so that's really, and it's really, I was literally having this conversation with somebody yesterday about, they were warning me about someone, I was thinking about hiring the smallest detail of the lack of follow-up or communication, right? You can't automate a check-in. I mean, I guess you can, but in terms of you're in like long engagements with people. That sort of thing. Like you can't automate, Hey, genuinely checking in. How did this thing go that you mentioned on our call last week? Those sort of things. So I think my first number one tip is keep it personal. touch points are a massive part of client experience. Remembering what somebody said on a call, checking in with, um, you know, something they mentioned they were doing last week that they didn't get to, right?

[00:11:54] That's like one, two is engagement. Client [00:12:00] experience doesn't just stop when you, before you start, like before you start working with someone or immediately after, right? There's a relationship that evolves when you work with somebody, and the online space is incredible for personal touchpoints of like, are you or liking comment, like, you know, liking or commenting or engaging or reposting.

[00:12:19] That costs $0 and that's marketing. Like that is marketing, that

[00:12:24] Andrea Elibero: Hmm. Yeah.

[00:12:26] Faith Morris: When you like something, comment and stuff like you are giving people access to, oh, she's in my world. She's in my orbit.

[00:12:34] Andrea Elibero: So I, I wanna share, oh, sorry. I'm gonna jump in here because I wanted to not forget what I was gonna say with the first piece, which is, this dog is very, she's very excited about what I'm about to say, which is, um, the, so when you're talking about, uh, following up with clients and doing personal check-ins and things like that, and.

[00:12:55] What comes to mind for me is that like, oh, I'm gonna forget, like right. How do I keep track of all of these things? [00:13:00] So, because I know I have a ben memory, and this is where systems do come into play, right? Like I put everything in my clickup and, and I have notes in there for people. And so that way, and I also like when I close it and I can come back as a task for three months from now to check back in with them, you know, just to stay connected, things like that.

[00:13:16] And then I have my notes to go back to. So having the systems to support. Support you so that way you don't have to spend so much time and brain space on it will also make all of this so much easier as well. So I wanted to throw that in there as well. So kind of like 

[00:13:27] Exploring Email Marketing Tools: Flo Desk vs. ConvertKit

[00:13:27] Andrea Elibero: a, yeah.

[00:13:28] Faith Morris: sometimes that people forget, like it takes time to, know, figure out like what your, what your checkpoints are, right? Depending where you're at in

[00:13:38] Andrea Elibero: Mm-hmm.

[00:13:39] Faith Morris: if you're just starting out, if you're a year or if you've changed things. I also think you can't automate caring. Right. You can't automate on Clickup to check in with her dog. Like you know, on a call that you had, maybe she mentioned like, oh, she had to take her dog to the vet for something, or she was overwhelmed with a client project. Like you can't, you can't [00:14:00] foresee those things happening. But when there's money that's like transactional, it's very easy to just become. Like what your checklist is or what versus like what are these personal touchpoint that are happening in my experience when I'm talking to somebody? Or what are the touchpoints I can include after I talk with somebody that actually are that little bit extra of, wow, she remembered that, or, oh wow, she followed up about something that wasn't maybe like on our original list or something.

[00:14:31] Right. To me, that little extra, like you can't. You can't automate caring, but sometimes when you're in this rinse and repeat of the same offers, the same things, it's very easy to become hardened the same process. And I talk about like this, about giving birth, right? Like and nurses see babies get born every single day, right?

[00:14:53] But for you, it's the very first time you're having a baby. It's a moment you can't get back. If I'm like [00:15:00] the eighth hundredth person worked with. The same check, like it's very easy to just go rinse and repeat, rinse and repeat. so I think checking in with like, okay, how am I actually making this? People feel like they wanna talk about me and talk about my experience with other people. Like I think that's, you need to be thinking about that. Branding is a huge part of that. There's so many small details in branding. are experiential. And I'll give you some examples of like experiences that I'm in.

[00:15:30] I'm like, oh, this is how you get people to be obsessed with you. And again, just for everyone listening, right, it's going to vary based on where you're at in business. If you were to look at my branding and my website right now, like do I feel like that matches who I am currently? No, but it is coming. It is coming at the end of the year, right?

[00:15:49] Like it's, it's, that stuff takes time. I'm currently in dream, is a, an offer strategy program with seals lockley. If you stalk seals and you [00:16:00] see, you know, her branding, if you're in any of her programs, the Slack channel, the the, um, you know, we're on butter. Like small details of like, you get on these calls and you feel like you're in this world. Those are the smallest details that make the most massive difference. Oh, I can have a Zoom call that's like branded, has this waiting room with music that has nothing to do with automations. how do I feel

[00:16:26] Andrea Elibero: Yeah.

[00:16:27] Faith Morris: when I'm sitting, waiting to get on these weekly calls, A few colors and a different piece of tech.

[00:16:33] Right. Being very intentional about how your brand is showcased across your social presence. Massive and

[00:16:42] Andrea Elibero: okay. And then so, oh, sorry. Sorry. No, finish. Finish your thought. Finish your thought. So four, if we wanna take that from a coaching experience to a done for you experience.

[00:16:52] Faith Morris: Yeah.

[00:16:52] Andrea Elibero: What would you say? Like maybe some things that you've implemented or some things you can have somebody who's like a VA OBM service provider be like, oh, you can like sprinkle in some of [00:17:00] these things.

[00:17:00] That would be really cool. And your clients would be like, oh my God, like I love you. This is amazing.

[00:17:04] Faith Morris: Okay. So there's a few things, and again, these are like such small things that like genuinely anybody could do. So one, I mean, majority of service providers use Slack, right? Brand, your Slack channel. Brand, your Slack channel like that is such a small, there's, um,

[00:17:21] Andrea Elibero: Okay. Wait.

[00:17:22] Faith Morris: yeah,

[00:17:22] Andrea Elibero: I have so much fun. Like that's my favorite part of creating a Slack channel is like change, like changing the colors and doing cool things like that.

[00:17:28] Faith Morris: the amount of purple slacks that I'm in is a great, or like even just naming your slack,

[00:17:34] Andrea Elibero: Mm-hmm.

[00:17:34] Faith Morris: like my, my Slack workspace is called the organized Psychopaths Lounge. Like, that's literally what it's called. I bought Hailey, um, uh, she's an OBM. She has an article called slash Tastic. It's $12.

[00:17:48] I bought it. It completely changed my life. Like I literally was like, oh, this is just a small detail that the minute somebody I onboard and they're in it, they feel like they're in my world and they have a welcome message.

[00:17:58] Andrea Elibero: what is it? What is it?[00:18:00] 

[00:18:00] Faith Morris: It's a $12 digital product. I'll like send it to you so you can link in the show

[00:18:03] Andrea Elibero: I love you're shouting out all these people. That's so fun to have.

[00:18:06] Faith Morris: because this is what I

[00:18:07] Andrea Elibero: Love it. Yeah.

[00:18:08] Faith Morris: and I am

[00:18:09] Andrea Elibero: Yeah.

[00:18:09] Faith Morris: because of the circle I'm creating for myself that is supportive of other

[00:18:13] Andrea Elibero: Yeah.

[00:18:13] Faith Morris: so crazy. I am crazy. So I'm so picky. About who I, you know, because the people that I'm referring out have to have a client experience that I'm proud to say, Hey, they're worth the money.

[00:18:26] And also I'm getting a financial kickback from majority of them, right? Like,

[00:18:30] Andrea Elibero: Yeah. Right.

[00:18:31] Faith Morris: doing it because of money, but I'm doing it because I have really strong partnerships. Whether, and, and I only partner with people to be clear, right? That have bought from me or that have been through my program, or I've been through theirs, or they are an aligned, um, creative colleague. a business

[00:18:47] Andrea Elibero: Mm-hmm. Mm-hmm.

[00:18:49] Faith Morris: those kind of partnerships. I'm very intentional because I think there's a lot of people like affiliates and come like without, how can you refer

[00:18:54] Andrea Elibero: Yeah.

[00:18:55] Faith Morris: if you haven't used their stuff, if you don't know their values? Like this

[00:18:59] Andrea Elibero: Yeah.

[00:18:59] Faith Morris: I'm [00:19:00] friends with that was telling me about somebody she was warning me about, haven't used her before, but I love her.

[00:19:05] I love her personality. I vibe, but you also don't know till you're in it. Right? And that's always gonna happen. But if I can take the workout for other people of the risk, because we've all been burned. Money is valuable. Like I'm so happy to do that with people that I know are good service providers. So Slack tactic is a digital product that literally it's $12 that like teaches you what makes a really good slack workspace, how to brand it, whatever. That was such a small detail. And literally I just onboarded somebody last week and she was the first person I onboarded since I've done it. And she was like, oh my God, this is so cute. Like I love this and like that's all I needed.

[00:19:42] Andrea Elibero: I love that. Yeah, yeah, yeah.

[00:19:44] Faith Morris: brand

[00:19:45] Andrea Elibero: just like little tiny little touches to make people feel special because now you stand out and it doesn't have to be some big like circus of like, you know, throwing balloons and whatnot of having a parade for somebody. Yeah.

[00:19:57] Faith Morris: My second piece of advice is to [00:20:00] write down imp like first step of it. There's two, two steps is to write down what do you want people. feel they talk, when they, when they're in your offers. Right. When I started writing mine down, it was like, I want people to feel excited that they're in this like exclusive club, that they have this access to me that nobody else has. Um, I want them to feel like I'm their number one cheerleader. So when I was writing all this stuff down, triggered me, okay, I need to look at my tech stack my, my, um. The branding, like the layout of my tech stack and even my automations, the wording I was using. Right? now I'm on Zoom. is fine, but my Zoom renewal in January, I'm probably gonna be moving over to butter.

[00:20:54] Why?

[00:20:56] Andrea Elibero: My butter is so cute. It's so cute.

[00:20:58] Faith Morris: I'm

[00:20:58] Andrea Elibero: Yeah.

[00:20:59] Faith Morris: [00:21:00] it has literally, in a one-on-one offer with butter. I've been in the A group program with butter. And the way I feel when I'm on butter in these programs, I'm like, that is how I want. And I have yet again to see a different like tech stack that like, like butter that operates like that. That makes, and again,

[00:21:18] Andrea Elibero: Yeah,

[00:21:18] Faith Morris: a

[00:21:19] Andrea Elibero: yeah,

[00:21:20] Faith Morris: That's all

[00:21:21] Andrea Elibero: yeah.

[00:21:21] Faith Morris: a massive

[00:21:22] Andrea Elibero: how I feel about Flo Desk a little bit. I'm like, I love Flo Desk. Like it's so pretty and it makes me happy and like it warms my heart. Yeah.

[00:21:29] Faith Morris: ConvertKit, right. But again, I'm not, I am, um, like people are like die for flow desk over the like. Aesthetic, which I think if

[00:21:36] Andrea Elibero: Okay, listen, it's not the most, like, you know, it doesn't have all the things, but like, I bought it in beta, so like, whatever, I'll keep it forever, you know, like it, it has what I need, you know, and like I'm very happy and it makes me happy to be on there. So, yeah. And like hopefully people are happy to see my emails, right?

[00:21:51] Yeah.

[00:21:52] Faith Morris: important to you, right?

[00:21:53] Andrea Elibero: Yeah.

[00:21:53] Faith Morris: really funny. 'cause that's a,

[00:21:54] Andrea Elibero: Hmm.

[00:21:54] Faith Morris: really great example. Here's right me. And if you follow, like, I hate design. Design gives me [00:22:00] anxiety, like I'm on convert kit. You, you got an email from me today, like it's probably not formatted because honestly that isn't important to me and I don't think to my, to my clients, like they know that about me.

[00:22:10] Right. But if you're somebody whose brand is like embedded in a certain way and aesthetic, yeah, that flow desk stuff is going to be key for people feeling, oh, this is that email coming through. This is an like, do you know what I mean? And, but you don't know that

[00:22:25] Andrea Elibero: Yeah. Yeah.

[00:22:26] Faith Morris: write down what's important to you.

[00:22:28] Design is not

[00:22:29] Andrea Elibero: Mm-hmm.

[00:22:29] Faith Morris: on my list. Right now, like

[00:22:31] Andrea Elibero: Yeah.

[00:22:32] Faith Morris: working with me, I could sell something in a Google Doc and I would be like, okay, that's fine. For now. For other people, it's like a make or break.

[00:22:39] Andrea Elibero: Mm-hmm. 

[00:22:40] The Importance of Authenticity in Business

[00:22:40] Andrea Elibero: And I think it's interesting too, because what you're talking about really is being authentic to who you are and having that shine through and really amplify that. As opposed to, I think, right? Like I think a lot of people feel like, oh, this is how it's done and I need to look professional, or I need to look whatever way, and so I need to follow these steps, 1, 2, 3, and do this.

[00:22:57] Whereas you're like, no, like go all in on the things [00:23:00] that you care about and like screw the rest of it because you don't care about that. So the clients you attract, you also like, you know, like you wanna be friends with 'em, so they would appreciate the same things. Right,

[00:23:11] Faith Morris: Like I, you're

[00:23:12] Andrea Elibero: right, right.

[00:23:14] Faith Morris: like if

[00:23:14] Andrea Elibero: Yeah.

[00:23:15] Faith Morris: the same mistake over and over or you've missed something, like, let me tell you something. The online space is very small. People talk. If I cannot tell you the amount of conversations I've had of like well-known service providers, And I'm getting told by people who find all their, their client experience sucks or like they're not getting back to me as per the con. Like, there's so many things, right? That like just getting back to people. Success, like speed within the 24 hours. If you're in something that's like ongoing support, those expectations, like is a make or break. But like, here's an example. Somebody that I hired, there was all these tech issues in my onboarding, and guess what? I'm like, it is okay. Like it's better that that happened with me, right? That [00:24:00] like, it, it, I like, I have so much grace for it, but now you just know how to make it better and make it for the next time.

[00:24:05] If I'm paying. Thousands of dollars for something. Oh, absolutely. I expect a certain level of like intentionality and detail. Right? But the amount of people that are in these like support, you know, programs in their offers that aren't responding to, to, to client's messages within 24 hours. I'm like, that is horrific. Like

[00:24:23] Andrea Elibero: Yeah,

[00:24:23] Faith Morris: how

[00:24:23] Andrea Elibero: right. Yeah, yeah, yeah. So, okay, so I love this and I love the, I think the biggest, biggest takeaway is one, its intentionality and so many things come down to intentionality. Right. And not just, like, it can be really difficult too as a service writer 'cause you're doing, doing, doing, and doing so many things to not pause for a second and take a step back and look at it from their point of view.

[00:24:46] And on the flip side of that. To give yourself grace that these things take time. Like you were saying, your website does not reflect who you are, right? So like, okay, you know what's coming and like, but you're doing the small things that are easy and quick, but make the biggest [00:25:00] difference. And you're doing it with heart, right?

[00:25:02] And I think that that's a big piece of it as well. Do it with heart. Be intentional, and give yourself grace that you can't do it all like at once.

[00:25:08] Faith Morris: think people forget, the most powerful part of your client experience literally being yourself. Like I can't tell you the amount of.

[00:25:19] Andrea Elibero: Oh girl.

[00:25:19] Faith Morris: like

[00:25:20] Andrea Elibero: Yeah.

[00:25:20] Faith Morris: of time that I sat on the organized psychopath messaging where I was like, oh, it feels a little bit aggressive, but I was like, wait, I'm aggressive. Like I am aggressive and ultimately like I can't work with the unorganized type B people, so why am I so scared? Because it seems like, oh, I shouldn't be saying that, or, and I was honestly. The, the comparison bubble that happens online is so toxic, and let me tell you, I, it's so much easier said than done, but my life change, my business has changed because I stopped giving, uh, f what anybody else thought. I remember my sister asking me like, what is this? Like, you know, like, what is your brand coming [00:26:00] across? Like aggressive? And I was like, I guess like, yeah, but that's who I am. And if you want somebody that is gonna safely challenge you, be like, you know, authoritative. Like if you build, help, you build authority while, you know, challenging you and like being very straight up about the re like make sure you're rooted in reality.

[00:26:18] Yeah. You're gonna hire me if you aren't into that, you're not, you're never gonna hire me. I'm not everybody's cup of

[00:26:23] Andrea Elibero: And,

[00:26:23] Faith Morris: Like I know that.

[00:26:24] Andrea Elibero: and I think that the important thing about this is like you always hear like you can't, you know, don't sell to everybody 'cause then you sell to nobody type of a thing. And. What you're saying is along those lines, but more about not just like, I think people, people think about it in terms of like niche, right?

[00:26:44] And not necessarily like personality or like who you want to work with and and whatnot, like things like that. So I like who you are. Are you from New York? Where are you from? I feel like I get in New York.

[00:26:54] Faith Morris: I'm born

[00:26:54] Andrea Elibero: Yes. Okay. I'm from Boston originally. I know you.

[00:26:58] Faith Morris: I'm born and raised New York, but I [00:27:00] currently live in

[00:27:01] Andrea Elibero: Yeah.

[00:27:01] Faith Morris: But you're right,

[00:27:02] Andrea Elibero: Okay.

[00:27:03] Faith Morris: what is it about

[00:27:04] Andrea Elibero: Yeah.

[00:27:04] Faith Morris: right? My client

[00:27:06] Andrea Elibero: Hmm.

[00:27:07] Faith Morris: is so good because. I'm obsessed with my offers, my service, who I'm supporting.

[00:27:14] Like that's why my client

[00:27:15] Andrea Elibero: Yep.

[00:27:16] Faith Morris: is that I, I, I'm

[00:27:17] Andrea Elibero: Yes.

[00:27:18] Faith Morris: I want to be magnetic, right? You should

[00:27:21] Andrea Elibero: Okay. Wait, we have to pause. We have to pause because what you're saying is what I help people do. So we're gonna promote myself for a minute and then bring it back to me,

[00:27:29] Faith Morris: go. Let's go.

[00:27:31] Andrea Elibero: right? Because if you are. Like if you love what you do, you can't help but be yourself and be excited about it. Right? Like if you are like, no, like you freaking need this, like I'm going to change your world and you are authentic about it, and you're like, no, like I love it.

[00:27:47] And like people that is magnetic and people love it and people want to work with you. And a lot of. Service providers kind of fall into these traps and I fell into it too myself and this like instead of working in their zone of genius [00:28:00] and like their unique magic, what I is, what I call it, they work in like their zone of explicit.

[00:28:03] I can do it, it's fine, but they're not like obsessed with it and they don't realize that this changes everything.

[00:28:09] Faith Morris: yes. And I will say to like partner with like very, you know, that this goes really, that's a great segue to like explain, you know, some of what I do is diagnosing that. So when you work alone or when you start your business, you start out in that zone of genius, right? You didn't start just so whatever, right? As time goes on and you start doing the job of like six people without help, or then maybe you hire help and your role changes and you have a diagnose it. Like my OP agnostic, and this is like something I've just gone through now with a few people of like sitting down with a founder of a business to be like, actually what?

[00:28:44] Forget like even the fancy words of like, what is your zone? Like what do you love to do in your business? And how much of your day to day, week, like day to day and your week are you actually doing it? And what needs to happen in the

[00:28:57] Andrea Elibero: Yes. Yeah.

[00:28:57] Faith Morris: of your business to allow [00:29:00] you to be back in that zone of genius?

[00:29:02] Like the amount of people that hire, have teams that have not, um, like I call it like, it's an audit, right? Like you need to tune up. Like you need to tune up and to check in with yourself of like, holy shit, very quickly. I've moved outta my zone of genius because I grew. I got more clients. I'm now doing three roles.

[00:29:19] I'm now managing people. Yeah. No shit. You're not like doing what you love because you, you, you, too fast or you haven't hired the right people to take over the things that allow you to go back and do what you love. think that is

[00:29:35] Andrea Elibero: Yeah. Or you listen to, yeah. A lot of people get like really generic advice in terms of how to grow their business, and then that actually strips them of their love for it, because now again, they're, yeah, like you said, they're not doing what they love to do. They're doing like the things they have to do to grow their business, and then they don't like it anymore, and then their business starts failing and they wonder why.

[00:29:54] Right? Because they're doing all the right things. Yeah.

[00:29:57] Faith Morris: of people I talk to, it's not even like they hate for me, like the ones I [00:30:00] talk to. It's not like, oh, I hate my business. It's like they're just going through the motions. So they're like, okay, I gotta

[00:30:05] Andrea Elibero: Yeah.

[00:30:05] Faith Morris: I gotta sell this money to make this much money to like, they're just in this hamster wheel where I'm like, entrepreneurship is literally too stressful to just be like in a hamster wheel.

[00:30:14] Like why? You know what I mean? Like you're constantly thinking about your business, living, breathing. You have no, like, cannot do anything short of like being obsessed with what I'm doing because then it's not worth

[00:30:26] Andrea Elibero: Yeah.

[00:30:27] Faith Morris: to me, you know? But I'm

[00:30:28] Andrea Elibero: Right. Well 'cause then you might as well just have a job and where you can like shut your brain off or you come home. Yeah. Yeah.

[00:30:33] Faith Morris: happens. I think we underestimate how quickly we fall into that pattern and because the online space, like the opportunities are endless, that it's so easy to get shiny.

[00:30:45] Object syndrome. Like I could do that. Even last night I was talking to someone, I was like, oh my God, I have this idea for this like little digital product and I was like, oh my god, faith, what are you doing? Like, stop. You don't need this right now, nor do you have time. I'm like launching an offer next month.

[00:30:57] I'm like. it's shiny object, and then [00:31:00] that's where client experience starts to get missed out. The intentionality, you lose it because you're so wrapped up in a million half baked projects that you forget what actually needs to happen for people to continually like be obsessed with you and what you put out.

[00:31:17] Scaling Your Business with Intentionality

[00:31:17] Andrea Elibero: Do you think that this is the most important point, like piece to you, that client experience, client journey, and client intentionality? What is it that, that, about it that made you so passionate about it?

[00:31:30] Faith Morris: So I have spent, I spent years, I mean, traveling the world, working in hospitality over the world. If I had it my way, every single person in the universe would have to have a, a waitressing or waiter job before anything else. That, that, like, that experience alone, that created, and again, also being American, let's be very clear, Americans have a very different, uh, customer support, customer experience, like, [00:32:00] know, reputation than other

[00:32:01] Andrea Elibero: Girl.

[00:32:02] Faith Morris: like.

[00:32:03] Andrea Elibero: I live in Spain. I live in Spain. I won't even like it. There's no

[00:32:07] Faith Morris: there's

[00:32:07] Andrea Elibero: service.

[00:32:08] Faith Morris: I lived in Australia for eight years. I just came back from Greece, like whatever, to me. It. It has to be the most important part because that is what differentiates you from other service. It's the one thing listen, anybody can be an operation strategist. There's a million copywriters out there.

[00:32:32] There's a million designers. What makes them different is their operational client experience working with you. And I don't know if you know that my husband and I own a masonry business in Monmouth County, right. A subcontracting business. We have surpassed businesses in New Jersey I'm psychotic and I created a client experience of just calling people back. like texting back [00:33:00] within 24 hours. Success likes speed. And I was listening to this podcast the other day about the people that have been the most successful this woman was sharing. Is that it's, it's not that they came up with the idea first, or it's that they literally didn't wait. didn't wait for it to be perfect, they just did it. Success likes speed. You wanna go and make things perfect. Whatever. Great. No, no, no, no, no. You need to get shit done. need to be quick about it, right? I need to be intentional about it. And so when I created our like inquiry to how we email, to how my husband doesn't do estimates, we are more expensive than people around us.

[00:33:35] I don't care because you're paying for me. You are paying for a journey that makes you feel seen. Intentional. And that gets you talking to other people of like, oh my God, their communication. They're this, they're that. Not just, he built me a beautiful wall. When people talk about you a person than the automation. Then, you know, you have it.

[00:33:57] Andrea Elibero: [00:34:00] Mm-hmm. Mm-hmm.

[00:34:15] Faith Morris: that's a massive investment. So right now there's some manual parts of my process. think I have an awesome client experience, but it's not anywhere where I want it to be yet. But I know that people talk about me in a sense of how I make them feel and how they see I make other people feel.

[00:34:33] Andrea Elibero: Okay. I think, I think there is nothing more that you could possibly say that we'll talk that. So unless there, okay. The question that I like to end on, and I feel like is gonna be related to what we are talking about now, but if there's something you wanna add, please do, is the biggest scaling tip that you have.

[00:34:53] So maybe from your own journey or from what you see with your clients that can serve our VAs and OPMs and service providers here.

[00:34:59] Faith Morris: So [00:35:00] you mean them them like you scaling yourself.

[00:35:02] Andrea Elibero: Yeah, correct.

[00:35:05] Faith Morris: That's a very good segue into my new offer, Andrea, do.

[00:35:10] Andrea Elibero: Oh my God. Faith, please talk about it.

[00:35:13] Faith Morris: Okay. Do my number one tip for scaling. Is do not scale until you know who you need and you don't always just need a va. Okay? Scaling or wanting to grow doesn't mean you're first hire is a va. So in August, so I am launching before you bring them on. it is an operational diagnostic for solopreneurs that are getting ready to make their first hire, that need help, that want to grow. The amount of people that think they know what they need or, or what needs to happen when they scale. [00:36:00] I can't even tell you. The minute you hire, your role changes, do you know how your role changes? Do you know the expectations of what your role is gonna be and their role is gonna be when you bring 'em on? Because it's more than just delegating, right? do you create a team or start to bring on a team with intention? And my job is to help you create that. To make sure you are scaling and hiring correctly for what your vision and values are for your business. But do not scale without being very clear about what your needs and auditing the needs. What do you want to be doing in your business? What do you not wanna be doing? What do you wanna delegate? What do you wanna hold onto? So many people just think, oh my God, I'm overwhelmed. I need so much help. Hire a, you talk to your friend, they're like, oh my God, hire this va. Like what you haven't even diagnosed, what you freaking wanna be [00:37:00] doing in your business once they come out. So it actually may not be a va, maybe it's an OBM, maybe it's a marketing, maybe it's a funnels expert, you need expertise to help process that. And that is worth every penny, in my opinion, to make sure, because the amount of people that hire fire like it's a mess. It's a mess. that's what I would say.

[00:37:23] Andrea Elibero: We didn't even plan that. That was very organic. I love that. Thank you so much for sharing all of your wisdom, all of your tips, and all of your passion. And I know that you brought like. Like, you have inspired me to go on and like, I don't know, improve something. So I'm like, oh, I can improve something.

[00:37:41] Like, let me do, right. Like, let me do it. So, um, how can we stay in touch with you? Uh, how, where can we find you?

[00:37:49] Faith Morris: yes.

[00:37:50] Andrea Elibero: we hear all about all of your chaotic, psychotic, whatever

[00:37:53] Faith Morris: all the things.

[00:37:54] Andrea Elibero: your things are ing.

[00:37:54] Faith Morris: So if you're not on my email list, feel free to join my email list, which is on my website, [00:38:00] but I primarily, I'm on LinkedIn. I'm on thread and I send a weekly newsletter, um, every Tuesday. Um, and I have a podcast that is genuinely just a monthly updates of my journey. and if you're interested in that, that's on Spotify, the non-traditional resume. But if you're, feel free to go into my Inst. I'm not on I, I'm on Instagram for thread, but I just use it for stories. But feel free, I'm always down for a voice memo chat in the dms. Um, and I'd love to meet you.

[00:38:30] Andrea Elibero: Awesome. Thank you Faith so much. This was amazing

[00:38:32] Faith Morris: Thank you.

[00:38:33] Andrea Elibero: all of the things will be linked and yeah, thanks so.

[00:38:36] Faith Morris: Thanks, Andrea. 

[00:38:37] Speaker 2: Thank you so much for joining us today. I really hope you found inspiration and insights from today's episode. You know, scaling your business intentionally and from the inside out is a transformational process, but I'm here to support you every step of the way. Head on over to dancing leaf [00:39:00] solutions.com/resources for free tools to help you do just that.

[00:39:03] And thank you again for being a part of the Solepreneur Scaling Stories community. Your presence and dedication to growth inspiring me every day.

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Andrea Elibero

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