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Episode 115: Launch Management and Launch Planning Tips From Brooke Scott (The Systems & Workflow Magic Podcast)

Wordpress_Banner_Of_The_Systems_And_Workflow_Magic_Podcast_episode_115_featuring_Brooke_ScottIn this episode, I speak with Systems and Funnel Expert, Brooke Scott about launch management and planning considerations that you need to consider, especially if you have a digital product, course, or service that you want to launch tools, and strategies to go from scattered to streamlined with purpose because even muggles can become automated wizards with their launches!

Meet Brooke Scott

Brooke Scott, MBA is an Operations & Integration Specialist who focuses behind the scenes in operations, tech, workflows, systems, and funnels with the ultimate goal of helping businesses restore, optimize, and streamline their client delivery. In her daily operations, she manages her client’s internal and external operations in their businesses so that they can get back to operating in their zone of genius and get out of the overwhelm that is keeping them from doing what they love.

She serves various groups of entrepreneurs from advertising and funnel agencies to coaches, consultants, and service providers. Brooke’s mission is to help women in business create the swoon-worthy and efficient processes they have always wanted, intending to eliminate wasted time and money by using lean fundamentals and process improvement routines to keep things operating and streamlined.

🧩Interested in getting started with Systems & Workflows For Your Own Business?

🔗Links mentioned:  ⭐️The Systems & Workflow Magic Bundle (this comes out at least once a year, and even if you miss it, you should still get on the waitlist to be notified of the next bundle!) (click here or click on the banner below) banner_for_the_systems_and_workflow_magic_bundle_the_launching_edition ⭐️A private podcast about the 4 different launching phases (here or click on the banner below) the_four_phases_of_launching_a_digital_product_a_private_podcast➡️ Subscribe to my Youtube Channel: HERE

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🗒️Review the Show Notes

Connect With Brooke

Connect With Dolly

Want to listen to the other episodes in this series? Check them out here! Start with Episode 105 ⬇️

Episode 105: https://dollydelongphotography.com/2023/11/16/copywriting-tips-for-launching/

Episode 106: https://dollydelongphotography.com/2023/11/25/how-to-use-tiktok-for-launching/

Episode 107: https://dollydelongphotography.com/2023/12/03/easy-launches-during-busy-seasons/

Episode 108: https://dollydelongphotography.com/2023/12/10/how-to-host-a-webinar/

Episode 109: https://dollydelongphotography.com/2023/12/16/how-to-have-a-powerful-pre-launch/

Episode 110: https://dollydelongphotography.com/2023/12/19/how-to-create-a-marketing-workflow/

Episode 111: https://dollydelongphotography.com/2024/01/01/launch-metrics-to-track/

Episode 112: https://dollydelongphotography.com/2024/01/08/how-to-create-pre-launch-content-using-the-story-brand-guide/

Episode 113: https://dollydelongphotography.com/2024/01/15/how-to-be-more-visible-for-your-business/

Episode 114: https://dollydelongphotography.com/2024/01/22/getting-started-with-google-ads/

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Read The Shownotes + Transcript Here

Dolly DeLong:  Hello, and welcome back to the systems and workflow magic podcast. I am your systems and workflow BFF and guide Dolly DeLong. And on today’s episode, I have the amazing Brooke Scott we’re going to chat about all things launch management and planning considerations. Especially if you have an amazing product or a service that you want to get out to the world. this now will be a very meaty episode, meaning we’re going to cover a lot of terms and different facets of launching. So I hope you will consider taking notes and even re-listening to this episode in the next several weeks so you can digest it. Just a little bit about Brooke with this is like my little informal introduction. I met Brooke through a collaboration networking group online, and I’m so excited we crossed paths. Um, Brooke, I told her this, but I’m going to say it to everyone. She’s as smart as a whip when it comes to making sure the backend puzzle pieces of businesses come together when it comes to launch. launching strategies.

So she is a wealth of knowledge and information. And so I’m excited about nerding out with her. And I’m also really excited to have her as a featured contributor for the systems and workflow magic bundle, the launch edition, which is coming up. Soon, by the way. So if you haven’t yet jumped on the wait list, please do so.

So you can be notified when the doors open. All right. So if you need any more of a reason to jump on the wait list, then Brooke is going to be your launching guide today. And she’s going to give you even more of a reason why you should check out the bundle because she is one of the many amazing contributors.

I said it before, but I’ll say it again, like. Brooke has a lot of knowledge that she’s going to share with you all. So Brooke and I are going to be talking about the launch management and planning considerations you should be considering as a topic. And before we go into that, Brooke, do you mind introducing yourself to the audience and letting them know who you are?

Brooke Scott: What you do, just all the things. Absolutely. So hello, my name is Brooke Scott. I’m a melting pot, if you want to say, of things that I can do and have accomplished throughout my time in my business. So I’ve managed from being a VA to being an OBM to working in strictly launch management to working in strictly funnel builds, integrations, all of the things. And then I’ve brought in my education. I have a. Master’s in business and I’ve also had some lean fundamental training background so I merged all the things to be more of an operations slash tech implementation strategist specialist, what have you done? So I’m You know, I’m on both sides of the spectrum and can be in the strategic seat.

The majority of the time I prefer to be in the implementation seat of things because I love to be doing, I love to accomplish all of these things I know sometimes that terminology gets difficult, and trying to understand and comprehend what needs to happen sometimes might not be your forte or what you care about but you do want it to happen so I’m kind of the person to just take it off of your hands and get that taken care of without, you having to worry about understanding. Of course, I will help you understand the why and the purpose, but you don’t have to get as nitty gritty to know all the mumbo jumbo that should or should not be happening. But definitely, I like to provide education for teams so that way they can manage and optimize moving forward. My strength is like my number one strength is restorative.

So I’m always looking for a new way to optimize, or do something. I know there’s a term if it ain’t broke, don’t fix it. But, you should audit it here and there. And if something needs to be touched on revamped. I’m all about just revisiting, trying to make things as lean as possible.

I don’t want to, anybody doesn’t want to be taking more steps than they have to be to do something. if I can lean up those steps, lean up those clicks, that’s really what, I’m there for. like I said, A melting pot depends on the focus of what, my clients or the people I’m working with are looking for.

But, I like to help in that umbrella term of all of the things.

Dolly DeLong: I love that! Can I ask you a question, Brooke, before we go into the topic? Do you have one now, is it just you, or do you have an agency working for you? How do you operate? 

Brooke Scott: So right now I have an internal team that is helping me at this moment. So I have more of a lead operations strategist who’s helping me expand in the sense of focusing on my business. Cause I haven’t done that in the past as far as like how we were talking about pre this interview of I could be doing this or I could be introducing this and, just dabbling and seeing what I could do in those aspects.

And I also have a virtual assistant and, social media manager. So both of those people are helping as well. So I’m, all of this is new, by the way. So I’m just now dipping my toes into what it’s like to have more of a team. I’ve, the majority of the three years I’ve been in business, it’s just been myself, being a service provider.

And that’s my goal and what I want to continue doing. That is my number one purpose. I love to be in those long-term relationships help, and focus my clients and having that, being there for the long-term change of things. but I also, have projects one-off. I want to be focusing on providing education to the community.

I love writing blogs. I love, that aspect of things. And to be successful, not That’s incorrect. Not to be successful, but to manage both ends of things in a way that I would like to, I just need a little bit more help getting myself together so that I can provide that education to the community.

Dolly DeLong: I love that! You are being successful for yourself. How about that? 

Brooke Scott: Yes. Yes. I guess so. I love that. 

Dolly DeLong: Well, thank you again, Brooke, for letting me ask you all these questions and for introducing yourself and it is such a pleasure having you on the show today. So thank you. 

Brooke Scott: Thanks for having me. 

Dolly DeLong: Of course. Of course. So. As we mentioned before, Brooke has several points about launch management and planning considerations that you need to consider, especially if you have a digital product course or service that you want to launch. And so again, these are all Brooke described well, like different puzzle pieces and components to consider that a lot of creative business owners, may neglect or not know about or get overwhelmed with.

And so we’re just going to like, take a step back and look at it from a different angle and a different facet for you in this episode. also like I know with Brooke on the show, she’s going to be talking about, more technical perspectives to consider, like integrations and different apps to consider and so much more.

Brooke Scott: Definitely. 

Dolly DeLong: You’ll want to take notes in this episode. I’m excited about this. And, we may get a little technical, but that’s okay. that’s why I want to encourage you to re-listen, take notes, and take it one step at a time. Like you don’t have to have it all figured out after this episode.

But we just want to encourage you to look at launching any new perspective. So, Brooke, I’m going to 

Brooke Scott: let you take it away and where should we start 

Dolly DeLong: with the launch management and planning considerations? 

Brooke Scott: So I think where we should start, and as you said, I want to get technical a little bit, but I also want to keep things broad.

So that way, whoever’s listening, whatever niche they’re in, whatever. Whatever position they’re in, they get an understanding of what, I’m talking about just because we want to touch on the main points of what you want to be considering when it comes to having a launch, building a funnel, doing X, Y, Z.

One of the main things I would say that you should focus on before jumping into, a research phase is hashing out a high level of what you would want to happen. high-level being, I have, you know, I want to launch XYZ.

This is what I want it to happen. This is the result I want to happen. These are my good, better, best goals. All of those things. If you have a high level, then you can start reverse engineering, breaking it down and getting to the meat of what needs to technically happen in this, like as in like techie, not technically as in should, for, the completion of the launch management and planning. And of course, you don’t have to be the person doing that. That could be your service provider, or if you are a service provider, this is going to be an area where you should consider, like focusing on the reverse engineering base. Yeah. So again, starting high level. mapping out the must haves and then a great way that I like to reverse engineer is using a lean implementation method which is called the 5y method you just ask yourself why, in the sense of starting from into beginning to determine what is the cause for the action, the result. With that being said, for example, I want, the open cart period to end on this day.

Well, why? Well, because I want to host my workshop that day. Well, why? Well, because, yada, yada, yada. Then you’re going to get kind of. If you ask yourself that maybe five, six, however many times you need to until you get to a final answer where you are, you can’t ask yourself why anymore, you’re going to see more of a picture on, okay, now I need to know, now I can know how much time I need to implement for planning, how long the planning phase is going to take, how long it’s going to take to write copy, how long it’s going to take to create the asset that I’m launching, or maybe it’s a program, whatever it may be.

so that way the timeline in and of itself is covered. So you’re not rushing. All of the things. So that’s a big piece of where I always suggest to start as is the reverse engineering from the high level so you can hash out a timeline. 

Dolly DeLong: For those of you who are OG listeners, and you’ve been listening into these conversations leading up to, the launch bundle, you’ll note that. This is not the first time that reverse engineering has been mentioned. Like, I kid you not pretty much everyone, every contributor has brought up the fact to work backward. So you might have said it differently, like a reverse engineer, work backward, work from when does the cart open? Like There is you should take a large priority and stock in, considering the timeline of events that happen a domino events. And so I am so happy you mentioned that I know, that repetition is key. Like sometimes somebody needs to hear things a minimum of like, What?

Brooke Scott: Well, it used to be seven times. I was about to say, I think to buy something, it’s like seven times they have to see it. Yeah. 

Dolly DeLong: Yeah. And so now it’s I hope this is being ingrained in your brain. Like you can’t just push something out there tomorrow and expect people to buy it. You need to be intentional with your planning and that takes strategic planning. So sorry, that was just me getting on my high horse of being strategic. with planning. everybody hears it and they’re probably like, Dolly, we get it. We get it.

Brooke Scott: No, I mean, even when I was learning that, I was telling myself that I get it. You’re saying reverse engineer, but like whenever I got into the roles of like, how are we going to make this successful? How are we going to make this profitable? It did all come down to working from, a high level, breaking it down, reverse engineering, because Especially if you have a team, like you should be doing if you have a team because you need to consider everyone’s roles, who’s contributing what’s their, turnaround that you have. So that way, if a realistic launch for you is going to be three months, then okay, great. We have a plan for that. And if a realistic launch for you and you’re like a smaller business, maybe it’s just for example, if it was me, I might. Crank it out a little bit quicker just because this is like my area of expertise and you know what I mean, I would probably do it myself since I am just now dabbling into having a team, but it all depends but it still has the same concept and importance of starting high-level ABC high points of what you want to happen. What are we going to do to accomplish that? And I think that’s a great way to get started. 

Dolly DeLong: That’s awesome. And I love that you brought up, if you have a team, utilize your team. If it’s just you, then I even wrote a note. If you’re a solo business owner, you can reverse engineer and assign, days of the week to work on certain. High-level things to make it manageable for you, chewable for you. And then you can still work on one with your clients. 

Brooke Scott: With that being said, the templates that I’ve created and used for my clients for planning a launch, I have used for myself when it comes to project planning, because it, I have those nitty-gritty steps in there because I still need to consider it. Even though it might not be applicable because I have a smaller reach. I have a smaller, whatever, but those are still things that need to be considered. So I think it’s still important. if, you can grab your hands onto something like that. I can also, provide something as well. just let me know, but, you still need to. Look at those things to consider whether you are a large team, whether you are a person, because. You can get there. You just have to tailor it to yourself and reverse engineer it. I love that. 

Dolly DeLong: So I’m so glad you started with that, Brooke. Thank you so much. So yeah, the 0. 1 starts let’s look at high-level reverse engineering. Okay. What would you advise? Part two to this. 

Brooke Scott: So this is going to be where we get a little bit more technical. Okay. So if you’re not technical, do not run away. 

Dolly DeLong: Please don’t run away. Please don’t run away. 

Brooke Scott: Listen in. Yes. Yes. So the importance that I’m going to say here is platform research. So depending on your high level of what you want to happen.You need to have complimentary platforms that can accomplish that for you in a way that preferably is native to the platform, meaning you don’t need a third party to accomplish x, y, z to happen. I do recommend third parties here and there. Like I love Zapier because we can like beef things up, but I think to keep it lean whenever you’re getting started or whenever you’re trying to. Figure out what’s going to be best for you. The importance is, facilitating the launch, deliberating whatever, delivering whatever asset that may be. And probably considering the top platforms that would come into play with that. So how are you doing project planning? If it’s just you, are you writing on paper?  Cool. Whatever. That’s fine. If you have ClickUp, great. Let’s get a little bit more detailed. Do you have a large team? Let’s have more of a project plan. Let’s have a final map. let’s break it down a little bit more there. I’m not going to say that there is a go-to that is the solution for anything.

Because as someone who does integrations and builds and setups, like. People can come to me with whatever platform, and I will do what I can with whatever platform. I’m going to educate you on, the things that I know that it can’t do, so that way you’re aware of the limitations. But at the end of the day, that’s your platform, you’re paying for it. I’m not going to say, I’m not going to work with you if you don’t have XYZ platform. with that said, please keep in mind that just because someone has a Thrive cart or someone has shown it or someone has whatever you don’t have to to be successful. I think they are nice to have. So I think there are ways that things can be easier, of course, but the intention is to accomplish the goal of your launch.

And let’s say you are launching a specific digital product, and you’re having a kind of a mini-workshop ahead of time. That’s how you’re delivering that. facilitated on Zoom. Everyone probably has Zoom. That can be free. your project planning can be as minimal as a Google Doc, which is also free. then when it comes to delivery, how are you going to do that? Probably the one or two things that you’re going to need to consider when it comes to probably the minimum is going to be, how are they purchasing. And how is it being delivered? So you’re probably talking your if you have a thrive cart, if you don’t, I would suggest it only because it’s a one-time payment, you have it for life.

And honestly, it integrates beautifully with everything. So I recommend that one, but, you don’t have to have that for someone to purchase something from you with that being said, the other thing is your email marketing platform. Can be anything from MailChimp to ActiveCampaign to FloatUs to ConvertKit, doesn’t matter. All that needs to happen, the two are connected somehow, whether that is natively or third party, and it is delivering the asset. And that is what is important. going back to the focus of what I just went through is making sure that the platform suite that you have is one lean, you don’t have 17 things that could do the same thing. let’s keep it lean. you’re not wasting money here. and it’s accomplishing what needs to be accomplished for said launch. What 

Dolly DeLong: Brooke is referring to for those of you who are listening in is this is what we call a, or I call this a tech stack. assess your tech stack, assess, and see, I love that you are encouraging listeners especially if this is your first time. Doing a launch or you want to get serious about launching strategically, like really assess your tech stack and see what can be working together. And are these like tools that all of these. seven, eight, nine, ten-figure business owners are recommending to you to use like, can you use something else or like to fit your budget?

Brooke Scott: Hey, also I’m going to recommend if you want it, go for it. that’s on you. I support that as well. So if you can afford XYZ things, if you want to try XYZ things, dabble in it, but I think you should have, the strategic mindset of, I need to be auditing this, I need to be making sure it’s making an impact in my business. All the things, you should be at least auditing, are your software attack. Your software stack, your tech stack, either three to six months. it just depends on the business that you have. I probably would do it more often than myself because, being someone that helps and makes templates and all the things, probably have a little bit more of a larger tech stack, here and there. So sometimes things are applicable and sometimes things are not. The best part about that is we could cancel and always make a new account. It’s okay. Um, so, but then, If you’re someone who, isn’t someone who’s in tech like I am, I would at least do it every six months just to make sure that you’re saving money.

As for an example, I did my own personal, software tech stack audit last month. I canceled, I don’t even know, like maybe six things. And for my yearly expenses, I’ve cut down like 1, 500. Wow. I, if I wouldn’t have done that, I wouldn’t have saved and I would have spent it either not knowing or, oh, I just need it just in case or whatever. it’s always something that you should be doing as well, just to, look at those expenses too. this is your business. Focus on what’s coming in, what’s coming out, what’s benefiting what you’re doing now. Are you not launching right now? Okay, great. Do you need this right now? No.

Do you plan to launch in the next three to six months? Okay, maybe we keep it. So there are a lot of things that you can ask yourself in that process as well, but be intentional about the stack that you do have. So that way. Things could come to fruition in the way that you want it to.

 Dolly DeLong: Just to repeat, ’cause I like being repetitive. We talked about doing a high-level research phase, and then you got a little bit technical, Assess your, tech stack and look at your different platforms to see, not necessarily how lean you can get, but what is necessary for this launch to happen-automation. Okay. anything else you want to share about the tech stack before we go 

Brooke Scott: into point three? Let’s go ahead and jump into point three because I feel like it could be complementary to the next, the past two. 

Dolly DeLong: Okay. Awesome. let’s do it. 

Brooke Scott: Okay. So point three is going to be focused on automation. So with that being said. No, you don’t need all the fancy things. Yes, it’s nice to have automation. I think what’s going to be important, like we said in the last point, is making sure whatever you have, whether, it’s an automation that you have inside of ClickUp. It’s an automation you have inside Zapier. So when I’m saying that, your project management platform and a third-party integration platform. Again, we can get technical in different aspects. There are a lot of platforms that do offer some sort of. automated something to happen when something else happens. The importance is making sure that is doing what you want it to.

And what does that mean? what does that mean for, the delivery of your product? What does that mean for, capturing, clients and purchasers on your CRM? Are you, making a spreadsheet of purchasers? Are you using that for metrics tracking? Are you, getting intentional with your onboarding process to where now I have an automation where someone purchases, and then a Google Drive folder is automatically created?

And then I have their folder already created and click up on what I need to do. And I have their client roster already set up and all of the things. So, I mean, there are so many things to consider when it comes to automation, but I just want to stress the importance of if you’re able to use them, I would recommend using them for your launch period, your launch management period, especially when it comes to notifying the team of registrations, notifying the team of purchases, and making sure that the delivery and the client experience are the number one focus. So you should first start there, then start, And then touch on, what’s important to the team as far as data collection.

But the whole idea is to make things simpler, streamlined, and efficient on both ends. More important on the client delivery aspect, which again, like I said, 12 million, trillion, billion different things you could do with that. but then also focusing on how you want things to be organized on the back end for your business as well.

If automation is something you can use, or want to use, I would suggest dabbling in it a little bit, and, whether that’s setting things up, playing with it here and there, or maybe just this launch period, I’m going to try out one and see how that works and see how much time I save myself to do X, Y, Z.

Dolly DeLong: I love that so much. And Brooke, I love that you brought up that client delivery should be that or client experience should be the number one focus. 

Brooke Scott: Can I speak to this quickly? Yes. A really good example of a great client experience is the process that you have for this podcast. Oh my gosh. The sign-up for the bundle itself, all of the forms you have in Dubsado, the reminder emails, the confirmation emails, I felt so touched.

Not in a sense that was ever overwhelming. I felt touched. I felt reminded. I felt cared about. I felt important. And that’s what you want for whatever you’re doing in your business. And not only that, but you want that to carry out through whatever offers you have. It needs to be consistent. So that way, once they onboard with you or they purchase XYZ from you, they know what to expect, I know that whenever I work with Dolly.

Things are going to be awesome, and things are going to be, I’m going to feel touched, I’m going to get all the information I need, I’m going to feel reminded, things are going to, it’s already that expectation, and it’s, it takes things to the next level, as far as professionalism. On, all spectrums. So I think you’re a great example of that. 

Dolly DeLong: Thank you so much. I did not pay Brooke to say that, but I’m going to send her payment now LOL! 

Brooke Scott: No, not at all. Not at all. No, no, no. I’m just, I’m like, I’m being for real because like I’m trying to clean up all of my Dubsado stuff because I may, I set that up for other people but of course, you know when you’re the one setting it up. For yourself. Yeah. Whenever, I saw your bundle and we started connecting and we did the podcast, like, all of it was just like, Oh my God, I love this. This is awesome. 

Dolly DeLong: Well, kind of like going, you mentioned, like, when you set it up for somebody else, of course, you want to go like all out for someone, but it’s I know this is a really bad example, but I just thought it’s like parenting like you take such good care of your kids, but then you forget about yourself in the process and you’re like, Oh yeah, I need a shower. I need to brush my teeth. I need to like, I need to eat something. And it’s been weeks. I’m like, that’s dramatic. I know. 

Brooke Scott: No, for sure. Yeah. Yeah, no, for sure. I think we all need a reminder here and there that we have to spruce up our stuff regardless of what industry we’re in, but the importance, no matter what you have, even if it is bare bones, is that you don’t have to have all the fancy things. As long as you’re doing that communication, you’re emailing them, you’re being aware, you’re keeping up with them. that high touch is going to be what keeps people. Oh, 

Dolly DeLong: I love these reminders. so much. Okay. before I know you you have been sharing so many gold nuggets with the listeners. And, I like, let’s just wrap it up because I know that people are going to be learning, they’re going to have to listen, relisten to this podcast episode, to be honest, and retake notes and like assess like everything that you’ve shared and cause you’ve shared. So many gold nuggets. yeah, definitely.

Dolly DeLong: in working with other clients from your experience, can you give a tangible example of what your, some of your favorite automation have been for your clients so that maybe listeners can then be like, okay, maybe I’ll test this out for my X, Y, 

Brooke Scott: launch. Yeah, okay. let’s chat about someone coming in from a launch, and speaking to the launch itself, let’s give the example of, having a workshop, and people coming into a group program. two automation I would have. One is going to be an exte-facing client experience. One is go12-month, the technical organization of things. So let’s chat about the external, meaning the client experience. So when someone is on board, they make that purchase in your payment processor. they make the purchase. What happens then we’re sending them over to our email. platform. And guess what? We’re dropping them into a sequence. , let’s say this group program is a 12-month experience.

We’re going to set up a welcome and onboarding and nurture all in one shebang for making sure that these clients, outside of what I’m already providing them, whether that is whatever they get inside of this program, whether we have calls every week or monthly basis, whatever assets they get, the course they get, all of the things that they get outside of that.

For the first six months, let’s say When they purchase, they get the welcome, here’s what to expect, yada yada, all the good details, how you get started. Now we’re going to have a check-in email at three months, where it’s hey, it’s been three months, it’s been a quarter, how has this been beneficial to you?

Has this not been beneficial to you? I want to hear about your experience, I want to get some informal feedback because I want this experience to be, What it should show for you. Right. So we do that. We’re going to do it again in six months. We’re going to do it again at nine months since this is a 12-month, container at that point, that’s whenever you start in this sequence, since we’re talking about the automation perspective, all of these people have come in from the purchase.

We haven’t had to do anything. It’s already set up. They’ve gotten there. Welcome. They’ve gotten there. What to expect? They’ve got the three months at six months, the nine months. Now we’re in the last. A quarter of this period going to be sent, maybe one in six weeks. That’s Hey, here’s what you can expect to wrap up.

Here are some options for 12 months. Here’s an actual option for formal feedback to receive a testimonial. And you do that, I would say at six months, I would do it at four weeks. I would do it in two weeks until you close. Just so that way six-month reminder weeks periods coming to an end. Also, let me backtrack the three, six, nine months is meant for, Hey, nudge, we’re in this 12-month container. If you’ve been, not if you’ve been slacking, but if you need a nudge, here’s another reminder. So you have that on the back end of all the other things you’re doing with them. Going back to the six-month check in the six weeks. To close the four weeks to close the two weeks to close here is where we’re having conversations on.

Is there a continuation option? Do we want there to be a continuation option? How is this beneficial? How can I tailor this program better? What can I do, moving forward? And then at that point, either they step into. The next option is they decide to stay in this long term if it’s an evergreen program, or they fall out and if they fall out that’s okay they came for the purpose they, submitted their feedback they got what they needed the importance is the transformation and the touch points.

So at that point. Then, afterward, if they haven’t already continued, I’d probably wait 30, 60, or 90 days and ask for actual, formal feedback, or testimonial, based on their experience. over that entire period, you have not only not done anything and had to touch anything because it’s already automated done for you when you set it up, but outside of the experience they’re already paying for, they are getting these touch points knowing that you care, knowing you’re checking in with them, you’re getting periods of whether that is positive or negative feedback, and you’re able to adjust so that way the importance of whatever container they’re in is Hello important and it is focused on and it is you’re showing that you care about that.

So that’s speaking to the client experience side of things. Hopping over into the same perspective of what would happen in the same period for the internal team as automation. What I would do, Is whenever, and of course, this is going to come with specific tech stacks and all of these things, but what I would do is based on the purchase, I would then make them a Google folder automatically because you can do that.

I would ask them if they need to have a ClickUp folder for all of their tasks, or if they need a Trello folder or a board for all of the things, like, how are we sharing that? How are we communicating with that? Do they need to be added to a Slack group? Do I need to send them a personal welcome email?

Of that would be in that per another additional touch would also add them to an internal list. So I know all of my people who are in this program, I’m going to add in their automatic start date. I’m going to add in their end date. So that way, whenever I’m managing on a day-to-day basis, I can see who’s coming in, who came in, when they came in, when they’re leaving, and what can I expect.

How can I also do another additional touch? points, what, maybe there was a form that they filled out that I can automatically throw in those answers as well. So everything is just in this one area so that you can focus on, the management for your sake of things. And then also your clients are touched on regardless of what platform you have, what experience you have, what community you have, whatever that looks like, on both ends.

So it’s the importance of. The journey is the experience you can do and maintain from both perspectives, internal and external.

Dolly DeLoa Mic drop. That was amazing, Brooke. I hope that people will seriously take notes and listen, especially to the point you made several times about the importance of the client experience. That is incredible. Thank you so much for this. I was taking 

Brooke Scott: notes. It’s hard. it’s hard to explain sometimes whenever things can get nitty gritty or explain the high level without letting the other person or the other person get higher-end if you’re lost, definitely ask Dolly or me questions. But, sometimes it’s hard having these conversations to explain that, but if you can just remember and focus on the client experience, you’re golden. That’s all that matters. That is all that matters. 

Dolly DeLong: Yes. How do you want the, like, how do you want to feel when you make a high touch or a higher-end purchase for yourself?

Brooke Scott: Like literally go through it like how you would want to in that reverse engineering phase, what would you want? Do you want reminders? Do you want someone to check in with you? Or do you just want to be You should want to purchase a course and have it to look at whenever you have time and no one ever says anything about it because I’ve been in those situations before and it’s just then I just forget about it and I’ve just wasted money because I forgot to go through it.

You know what I mean? think about it that way too. Yeah. 

Dolly DeLong: I love that so much. Okay. Brooke, you shared so much on the podcast and I want to thank you again for taking your time and sharing this do you mind, Sharing with the listener, why they should consider investing in the systems and workflow magic bundle: The launch edition. 

Brooke Scott: Honestly, I think you’re going to get so much value from it, I’m not going to like my own home. I feel like I’m going to provide some value, maybe, but the amount of people that are going to be a part of this is going to be crazy and the amount of goodness and value that you’re going to get from people who like the conversation that we had today, you’re going to get that times a trillion.

You’re going to be set up to have so many different scenarios that you could easily learn, implement, use, ask questions, and revamp. if you take the time and, use the assets of the bundle. you could take things to the next level.

It’s just being intentional and focusing on it. Cause I think that everything that is to come, you’re going to be mind blown. So I gotta say, well, 

Dolly DeLong: thank you so much again. And as a reminder to everyone, can you let them know how they can connect with you? Work with you? Find you? 

Brooke Scott: Sure. I’m on, I believe all socials, but I’m typically, I show up the most on Instagram. So my handle is at ops dot analyst. So you can find me there, slide in my DMs, you can send me an email, or whatever works best for you. right now I’m just focusing on some intensives and, some audits. So what that means for you is that gives you a done-for-you experience with an audit where take it off your hands and I get it done for you or an intensive session where we walk through the logistics together, really hash it out. You get the education and you walk away with what You know, came looking for. those are the two areas that I’m focusing on right now. 

Dolly DeLong: That is amazing. And for those of you who are listing workflow-related reminders, everything that Brooke and I have spoken about will be in the show notes today. So that way you can connect with her and you can. get to know her and love her because I just love Brooke so much already. And I’m so excited that she’s a part of this bundle. So until next time, everyone, I will talk to you all next week for another systems and workflow-related podcast.

And until then, I hope you stay streamlined and automated with your life and with systems. You amazing muggle. I will talk to you all next week again. Bye.

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