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Running a business while juggling motherhood isn’t for the faint of heart … but systems?
They’re the secret weapon that helps you work smart, not just hard.
In this insightful episode, I sat down with Mariana from Pink Ocean Virtual Solutions to chat all things client journey, emotional connection, and the kind of back-end business structure that actually makes life easier … not more overwhelming.
We’re breaking down what a powerful client journey really looks like, the emotional thread that ties it together, and the systems and SOPs that keep everything humming (even when you’re working during nap time).
What is a Client Journey (And Why It Matters)?
If your client journey was a holiday, would it feel like a luxury cruise … or a raft floating aimlessly with no paddles?
A client journey is the full experience someone has from the moment they hear about you to when they wrap up working with you.
This isn’t just about making things “look” polished … it’s about creating clarity, confidence and connection every step of the way. Inconsistent communication, unclear expectations or clunky onboarding can turn a dreamy experience into a stressful one real fast.
Clients need to feel held. Valued. Respected. And yes … even delighted.
If they don’t, it plants seeds of doubt, even if your actual service is incredible.
Systems That Serve You (and Your Client)
Systems are the structure of your business … the conveyor belt that helps move people from stranger to superfan.
Your systems need to serve your schedule AND your energy.
Whether you’re squeezing in admin between nap time or batching tasks after bedtime, your back-end needs to support your life, not the other way around.
Here are some key systems Mariana recommends every service provider have:
- Lead tracking: Whether you use Moxie, Notion, or a good old spreadsheet
- Onboarding: Proposals (Canva!), contracts, welcome emails, info collection
- Project delivery: Communication plans, feedback loops, status updates
- Offboarding: Testimonial requests, handover files, referral incentives
The Emotion Your Brand Leaves Behind
How your clients feel at every stage of their journey is what will stick with them long after the project wraps. From your first Instagram interaction to your final invoice, your energy, tone, and care are shaping their perception of your brand.
Your client journey should:
- Reflect your personality with warmth and confidence
- Be grounded in kindness and clarity, not shame or fear
- Create a space where clients feel safe, valued and empowered
Emotion isn’t a nice-to-have, it’s what makes your brand unforgettable.
Old School Mapping
Feeling like your client experience is a bit… scattered? Mariana suggests going old-school.
Whip out a Canva Whiteboard (or some literal butcher’s paper), and map it all out from start to finish:
- What happens when?
- What does the client need to know/do?
- What emotions do you want to evoke?
- Which steps are manual vs automated?
- Bonus points for colour coding by platform (Dubsado, Gmail, Typeform, etc) or by energy level required
SOPs for Freedom & Flow
If your entire process is stuck in your brain, you’re setting yourself up for burnout.
SOPs (standard operating procedures) aren’t just for big biz. They’re for you, the high-achieving, heart-led solopreneur who wants consistency and freedom.
You might start with:
- Lead intake process
- Proposal + contract workflows
- Onboarding and client portals
- Invoicing and communication timelines
- Testimonial + offboarding steps
- Emergency procedures (because life happens!)
If your client journey feels more like organised chaos than an intentional experience…start where you are.
Map what you do know.
Tidy one step, and then another.
ABOUT MARIANA:
Mariana is the founder of Pink Ocean Virtual Solutions, a digital operations service for service-based business owners who are ready to clean up the backend, stop duct-taping their systems together, and get back to doing what they’re great at. They specialise in CRM setups (especially Moxie), digital declutters, SOP creation, and ongoing tech VA support.
CONNECT WITH MARIANA
Instagram: https://www.instagram.com/pinkoceanvs/
Website: https://pinkoceanvs.com.au/
“The Break” Newsletter: https://pinkoceanvs.myflodesk.com/podcast
Moxie fortnightly newsletter: https://pinkoceanvs.myflodesk.com
WORK WITH JACQUI:
// DIY Design My Biz: The best course for business owners DIYing their own brand and graphics in Canva. Learn more: https://whitedeer.com.au/diy-dmb
// The Co+Creation Design Club: Design WITH the help of a professional designer in this high-touch coaching space: https://whitedeer.com.au/designclub
// Design Studio: If you’re after fully done-for-you design services my studio team can help! https://whitedeer.com.au/designstudio
