Behind the scenes of a seamless client experience with a brand and website designer
Meet Alaina from Swell Studio, Swell is a design studio specializing in brand strategy, brand design, website design, website development, marketing design, and brand management, based out of Calgary, Alberta.
When Alaina reached out to us, she was at a pivotal moment in her business. Her focus was always on delivering the best possible experience to her clients. However, the growing demands of admin and repetitive tasks were pulling her away from what she loved most: connecting with her clients and providing top-tier service. She was feeling overwhelmed, and it was starting to impact her ability to show up fully in her zone of genius.
Alaina’s goals were clear:
Ensure her clients are getting the absolute best version of her.
Stop missing small but important tasks that were slipping through the cracks due to overwhelm.
Free up time and energy to focus on high-value, client-facing work.
“I wanted to make sure my clients were getting the absolute best side of me. I wanted to stop missing small tasks, just from simply being too overwhelmed with projects and tasks”.
The challenge
While Alaina always strived to deliver seamless support to her clients, time and resource constraints was making it difficult to build out detailed onboarding and offboarding processes.
The approach
To help Alaina achieve her goals, Vanessa (her assigned assistant) focused on three key areas:
Streamlined onboarding and offboarding process
Vanessa created workflows to organize tasks, onboarding/offboarding SOPs, and Google Drive folders for clients to add assets for projects.Admin task relief
By taking on repetitive administrative tasks, Vanessa freed up Alaina’s time and mental energy. This allowed her to shift her focus back to her clients and the strategic aspects of her business.Attention to detail
Vanessa paid close attention to the small but impactful details that often go unnoticed. From ensuring timely communication to refining processes, these details built trust and made a massive difference in the overall experience.
Having a dedicated assistant by her side allowed Alaina to focus on bigger client tasks while the smaller tasks were taken care of by Vanessa.
“Just simply having someone I can trust, that can relieve me of tasks so I can focus on branding and website design. The biggest win was one of my newer clients, was the first time I had felt the project went seamless, I provided them with everything I wanted to, and finished on time! That has been huge in making sure the client feels seen and has 100% trust with me. It's the smaller details that really add up and make a massive difference”.
The result
Overall, a better experience for her clients, more peace of mind for Alaina, and a foundation for growth. Here’s what Alaina experienced:
A seamless project: Everything was delivered on time and as planned, creating a stress-free experience.
Trust and support: Alaina’s clients felt more seen and supported, and had more trust in her.
More time for her clients: With the admin tasks off her plate, Alaina could focus on providing the best possible experience to her clients.
This experience with Alaina reinforced something we’ve always believed: small details add up to massive wins. By focusing on the areas that often get overlooked, we created a foundation for her business that not only supported her but also elevated the experience for her clients.
Are You Ready for a Seamless Experience?
If you’re feeling overwhelmed by the demands of your business and want to focus on what you do best, let’s chat. You don’t have to do it all alone. Let us take care of the smaller details, so you can focus on the big picture.
