This week, I had the pleasure of sitting down with Fran Rescigno, the founder of The Passions Collective, for an honest and inspiring conversation about client experience—what it is, why it matters, and how we can build systems that support not just our clients, but ourselves too.

Fran is a Client Experience Architect who helps business owners create backend systems that make working with clients feel seamless and supportive—for everyone involved. If you’re a service provider who’s ever felt burned out or frazzled by your systems (or lack thereof), this one is for you.

How Fran Got Started

Fran began her business in 2020, during her last semester of college and in the middle of the pandemic. Like many others at the time, she started out as a virtual assistant—but quickly realized the traditional VA model didn’t work well for her ADHD brain. Constant task-switching, lack of boundaries, and open-ended retainers led to quick burnout.

So, she pivoted. She restructured her business to offer project-based services with clear start and end dates, giving her more flexibility and reducing the mental load. Now, Fran helps other business owners do the same by designing strategic, thoughtful client experiences that benefit both the client and the business owner.

What Is Client Experience?

Client experience isn’t just about sending a cute gift at the end of a project (though that can be a nice touch). According to Fran, it’s the entire journey a client goes through—from their first interaction with your brand all the way through offboarding.

It includes:

• How you communicate (and how often)
• What platforms you use (and how you use them)
• Your onboarding and offboarding process
• Your timelines, automations, and systems
• Even your website, brand visuals, and social media

And most importantly—it should reflect your values.

One of the biggest misconceptions about client experience is that it’s just about being “efficient” or “high-end.” But at its core, it’s about clarity, trust, and communication.

“Client experience is really about making sure everyone is on the same page—and creating a process that benefits both you and your client.” – Fran Rescigno

Why a Disconnected Client Experience Can Hurt Your Brand

Fran shared something that really stuck with me: if your branding and client experience aren’t aligned, it can create confusion or mistrust. If someone’s first impression of your business is polished and professional, but their experience with you is clunky and chaotic, it creates a disconnect.

On the flip side, if your backend systems and client experience are incredible, but your online presence doesn’t reflect that, you’re working way harder than you need to just to get clients in the door.

The ideal? A cohesive brand presence and an amazing client experience.

Gathering Feedback to Improve Your Client Experience

If you’re not regularly asking your clients for feedback, you’re missing out on gold. Fran emphasized the difference between testimonials (great for marketing) and feedback (great for improvement).

She even created a free resource to help you gather actionable client feedback—complete with 70+ sample questions. (We’ve linked it in the show notes!)

With honest feedback, you can stop guessing what your clients need and start making strategic improvements that actually serve them better.

How Your Client Experience Impacts You

This was one of my favorite parts of our conversation: client experience doesn’t just affect your clients—it has a massive impact on you as the business owner.

When your systems are disorganized or overly manual, you’re constantly juggling tasks, sending links, writing emails, and wondering what fell through the cracks. It’s exhausting—and totally avoidable.

Fran’s solution? Build systems that take the mental load off your brain.

That includes:

• Automating onboarding workflows
• Creating templates for communication
• Setting realistic timelines that work with your energy levels
• Structuring your services for your version of sustainability

By designing her client experience around what works for her brain and lifestyle, Fran has been able to reduce burnout and run a business that feels good.

“It’s not just about what you can do—it’s about what you want to do.” – Christi Johnson

The Ripple Effect: Sustainability, Referrals, and Reputation

Here’s the thing: when your client experience is strong, your clients notice. And they talk.

Fran shared that in a survey she ran with 200+ participants, 82% said they would not refer a service provider if the client experience felt disjointed—even if the end result was great.

That’s huge.

On the flip side, a strong client experience leads to more referrals, repeat clients, and less time spent on marketing. That’s sustainability.

Aligning Your Client Experience With Your Values

Finally, Fran reminded us that your client experience is an opportunity to communicate your values. Whether that’s flexibility, transparency, attention to detail, or accessibility—your systems, communication style, and workflows can reflect what matters to you.

And that kind of alignment? That’s what dream businesses are built on.

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Connect with Fran

If you loved this conversation, you can connect with Fran at @thepassionscollective on Instagram and Threads, or visit her website at thepassionscollective.com.

✨ And don’t forget to grab her free resource: How to Build an Effective Client Feedback Form – packed with helpful tips and 70+ sample questions!

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Your Action Step

Take 10 minutes today and audit your client experience:

• Are your systems helping or stressing you out?
• Are you communicating your values clearly?
• Are your clients getting what they expected (or better)?

Small tweaks can lead to big results—both for your clients and your peace of mind.

Let’s build businesses that support us while we support others. 💛

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