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b'The Nitty-Gritty:\\n\\n\\n\\n* How Ashley Gartland works with her business coaching clients to help them streamline their own work and reduce their sense of overwhelm* What goes in her welcome email to keep new clients from feeling overwhelmed as they\\u2019re getting started with coaching* How a customized Trello board helps her (and her clients) manage the engagement efficiently* Why she reduced her business model to just 2 packages and how that\\u2019s helping her create better client experiences\\n\\n\\n\\n\\n\\nAll told, I spent about 12 years of my life in retail and customer service.\\n\\n\\n\\nI was a pharmacy technician dealing with sick, scared, and overwhelmed pharmacy customers at the ripe old age of 16.\\n\\n\\n\\nI was cashier at Kohl\\u2019s, often stepping in for the cashier supervisor and hawking credit card applications without understanding the damage those credit cards were going to do to the people applying.\\n\\n\\n\\nI worked in a tiny jewelry shop in the upscale Hotel Hershey.\\n\\n\\n\\nAnd I worked my way up for barista to manager at a Borders Books & Music in Reading, PA.\\n\\n\\n\\n#restinpeace\\n\\n\\n\\nCustomer service is in my blood.\\n\\n\\n\\nI\\u2019ve probably dealt with every conceivable customer service experience you can think of\\u2014some fun, others quite uncomfortable, and still others that left me questioning my own ability to form rational thoughts.\\n\\n\\n\\nAnd while customer service wasn\\u2019t always the most enjoyable part of my job, it was something I took pride in.\\n\\n\\n\\nThen, I become a business owner.\\n\\n\\n\\nI thought I was leaving customer service behind.\\n\\n\\n\\nNow, of course, I know how silly that seems.\\n\\n\\n\\nDespite being \\u201cfounder & CEO,\\u201d customer service is woven into everything I do. Every decision I make directly impacts the experience we\\u2019re creating for the people who pay good money to do business with us.\\n\\n\\n\\nWhat\\u2019s more, any misstep I make with customer service or experience feels like a judgement on me and my greatest work. It threatens to derail my schedule and ruins my day.\\n\\n\\n\\nWhat I have learned as a business owner, though, is that customer service is as much\\u2014if not more\\u2014what happens far in advance of actually talking to a customer or putting a product in their hands. It\\u2019s the planning, the communication, the policies, the expectation-setting, and the procedures.\\n\\n\\n\\nThis month, we\\u2019ll be exploring how small businesses create exceptional customer and client experiences\\u2026\\n\\n\\n\\n\\u2026through the way they plan, communicate, create procedures, and set expectations & policies.\\n\\n\\n\\nYou\\u2019ll hear from Viktor Nagornyy who has grown his website support & hosting company by prioritizing exceptional customer service\\u2014something unheard of in his industry. You\\u2019ll also hear from Jacynda Smith, who has developed a system for providing one-on-one help to everyone who buys the hair tool she invented.\\n\\n\\n\\nYou\\u2019ll hear why Linda Lopeke developed her rigorous client on-boarding process and how Allie LeFevere incorporates humor into her client experiences. And in our next episode, you\\u2019ll hear what\\u2019s working to create firm client boundaries while you prioritize exceptional experiences with Nicole Lewis-Keeber.\\n\\n\\n\\nBut first, I want to share my conversation with Ashley Gartland with you.\\n\\n\\n\\n\\n\\n\\n\\nAshley is a business coach who specializes in helping overwhelmed,'