Shea Petaja- Designing your client experience

Shea Petaja

"Client experience is empathy in action."

1:11-6:46 Shea’s story

6:46-11:51 Client experience is empathy in action

11:51-25:14 Tips for crafting your client experience

25:14-28:41 Shea’s free PDF resource and client experience audit

28:41-33:41 How to get in touch with Shea

Rob Hughes (00:03):

Get more referrals, retain clients in charge of premium by upgrading your client experience. Today, we interview special guest Shea Petaja on the Thrive Collective. Well entrepreneurs, small business owners and leaders. Welcome to the Thrive Collective. You know, this is your show designed to help you make more money, avoid costly mistakes, and fully integrate your faith into your life and leadership. I am Rob Hughes, your host. It’s great to be with you in serve in this capacity. Well, today we have a special guest. Shea Petaja is with us and she’s going to be teaching how to really maximize in design. The client experience kind of experience is inseparable from your brand. And I’ll tell you with Shea’s background, working in the financial services industry, helping to shape and design client experiences. She’s got years of a personal experience that really lends her to be an authoritative voice in this space.

Rob Hughes (01:11):

For all entrepreneurs and small business leaders, certainly. Shea is the co-host and producer of new Retirement Radio. But beyond that, she also hosts an event each year for small business owners, entrepreneurs, where they can really share their story about applying their passion to their work. The name of that event is Fulfillment. And then on top of it all, she is a certified life coach. So I’m telling you, she’s like an operating system that if you just want to upgrade any area of your life, she’s probably somebody you need to connect with. So with that, I’d love to welcome my good friend Shea to the show. Hi, Shea.

Shea Petaja (01:51):

Rob you’re so kind. Thank you. Yeah, I guess I do a lot of things. I don’t realize it until someone tells me.

Rob Hughes (01:59):

But you know what? You’re an elevator person, Shea, every interaction I’ve had with you and connection as our friendship has grown. I just leave those interactions feeling better than when we started. So let’s dive in today. I just, I would love to share the brilliance of Shea with the Thrive Collective family. So we’re talking about how small business owners and leaders can design their client experience to really elevate value today. And you know what, just give us a little bit of your background in this space, Shea. I mean, you’re a business coach. You’re an entrepreneur yourself, help the Thrive Collective family. Get to know you a little bit better. What’s your story?

Shea Petaja (02:37):

Yeah. Well, Hey, hi to the family. It sounds like a really cool group to be a part of. So thanks for having me, you know, where did it all start? That was one of your questions for me. My mom and my aunt are like the chief experience officers or the fun squad in life. So I grew up with, I mean, Christmas was over the top Valentine’s day was over the top St. Patrick’s day, a leprechaun would visit the house and leave gifts on St. Patrick’s day. Easter was over the top. If we had birthdays and you came to my birthday party, you got a gift. Kids always wanted to come to my birthday parties. Right? My mom is really good and my aunt are really great at creating experiences around everything. So I grew up expecting that. That’s how the rest of the world operated.

Shea Petaja (03:24):

I didn’t know how special that experience was. So that’s where it started. And where did it go from there? My dad was a builder and he joined the ministry when I was 12 years old. He and my mom sat me down. This was a very formative time in my life. I’m 12 years old, I’m in middle school. They sat me down and they said, your, your dad has joined the ministry, which means you are too. And I was like, wait, what? I hated youth group. I never wanted to go. And the girl who hated a youth group had to go, had to participate, had to find a way to make it fun. That was the moment in my life, a pivotable point where I had to decide, okay, I can be there every Wednesday and be miserable and Sunday and be miserable, or I can change this experience. So it means something to me. And this was a time when the true love waits movement was really big. I don’t know if you remember that. Remember that? Yup. Yup. So my dad said, well, we’re going to do a true love waits retreat. And I said, Oh dad, no, one’s going to come to a true love waits retreat. I said, I’m just going to call it a sex retreat and see how many people show up.

Shea Petaja (04:38):

So that’s what I did. I told the kids at school, it was the sex retreat and we packed the retreat. And so my marketing and client experience brain was already working because I was trying to figure out, you know, how can I get people to participate in something so that I also have more fun. And I was my dad’s wing woman all through junior high, high school. We had one of the largest youth groups here in traverse city, Michigan. I mean, we were taking a bus to get kids that were living 25 minutes out of town to bring them in. And I used my empathy skills to connect with people. So, you know, you’re kind of a narcissist in junior high and high school, right? You want everyone to come to you, everyone to see you, everyone to understand you, the world cannot understand you.

Shea Petaja (05:26):

And I read a quote that said, in order to make a friend, you need to be a friend. And that clicked with me. And so I started walking into a room and instead of figuring out who was going to come talk to me, I would walk into a room and figure out who here needs a friend. And then I would go and talk to that person that is also a huge shift in my life. My mom said I was shy as a kid, but my dad going in the ministry really pushed me further into being an extrovert and figuring out how to connect with people so that I had a better experience. Maybe, maybe it was selfishly motivated, but it worked. And that’s a quote that I hung on to. And another thing my dad would always say to me, Shea, people do not care how much, you know, until they know how much you care. And we were never the ministry that pushed, honestly, that really pushed much of Jesus until we had taken care of people. And that was, that was something that was really important to us and our family. I think your community here would resonate with understanding that I can’t share that story necessarily with everybody, but the church groups and the, and the believers understand that, that you love people and you take care of them. And then what you have to offer beyond that is what’s next.

Rob Hughes (06:46):

There’s brilliance in that Shea, I just, as I hear from the early days in the background of you being the recipient of a wow experience to then really being the authenticator, that the creator, the designer of those starting as early in the youth group, but ultimately the undercurrent that I hear is empathy and really understanding what would be meaningful and resonant with the audience. The biggest challenge that businesses face is talking too much about themselves. They think all about their own story. If you will, they’re trying to tell their features and benefits and Ram jam them into an audience, but it starts with empathy. What truly is the most important thing to the audience you’re trying to reach? So I just think there’s a brilliant correlation to experiences that have been formative for you. The reason they were informative is because they resonated with empathy.

Shea Petaja (07:43):

You know, client experience is empathy in action. Every professional is tempted to overwhelm people with how smart they are, what they know. You know, they’re trying to build credibility with the person they want to build a relationship with, but the truth is no one cares until you take the risk to get to know them. You go first, you take that risk. You reach out, you discover, you ask the questions and there’s some people that does not, they care in their heart, but that does not come natural to them. And so I coach people a lot of times. And how do you get interested in curious about people when you’re not some people just don’t have a high level of curiosity that doesn’t make you a bad person. It just means you need to be taught on how to do that and how to let questions lead to more information so that you know how to better serve.

Rob Hughes (08:35):

In, in financial services. I work with a lot of financial advisors and Shea, I know this is your jam. This is kinda your playground where you help and lead financial advisors through designing their client experience. My limited view into that industry, it’s very analytical, very left brain, very data reporting. Does empathy come natural from your experience working with advisors or what are you seeing in that space?

Shea Petaja (09:04):

You know, I really believe that advisors in particular are very empathetic in a way that makes sense to them. So it makes sense to them to help people with the numbers. You know, they like the alchemy and the system of advising. They like structure predictability, you know, outside of market fluctuations. They like it. Being there for their clients and families in crisis, they like having a practical solution for emotional issues that rise. All those things are great. And I don’t want to throw advisors under the bus because they are empathetic, but they’re doing it in a way that provides practical solutions. Adding a client experience is a stretch for them. And I’ll tell you why advisors tend to be cheap. Their money, people, CPAs advisors, people in the money world are watching the dollars. And so when they think of client experience, they’re like, listen, if it ain’t broke, why fix it?

Shea Petaja (10:00):

If people aren’t leaving me, why would I go above and beyond and spend more money on client experience? Also, it feels a little risky because client experience means you’re connecting at a deeper emotional level and they don’t want to stir the emotional pot because in an advisor’s perspective, their job is to remain not line, but pretty close because money is emotional. And so their job is to remain level headed, clear thinking, solid, you know, their foundation people. And so wow, client experience feels like a little bit like Fu you know, I don’t from when I did my toes in that water, it could get a little mucky, but if you do not invest in them that way, they will feel like they’re seen just as a fee that you’re getting as an advisor. Bernay Brown says it. Perfect. We are emotional beings who on occasion, think not the other way around.

Shea Petaja (10:55):

We are emotional beings who on occasion think, and if you do not tap in and resonate with the emotional frequency that your clients are at, when hard times come, they will not trust you to take them farther than the spreadsheet. So that is why client experience is so important for longevity of your business, because you’re not only trying to retain your current clients. You want to retain their beneficiaries. From the time someone meets you in the financial advising world. From the time they meet you to the time they sign on, there is a three year decision process, three years talk about no instant gratification in that field. Now I know you’ve got other people in other businesses where it’s a much quicker turnover. They see the results faster, but if it takes that long and if that’s it’s that expensive to get a client, why wouldn’t you take the time to invest in their experience?

Rob Hughes (11:51):

Yeah, so, so this is words of wisdom. So Thrive Collective family. If you find yourself in financial services and that’s your profession hit the rewind button a few times and listen to that segment, the last four, four minutes or so a hundred times because it’s brilliant and gold. And for the rest of us, it still applies. Think about the last product or service that you bought that had such a powerful experience wrapped around it. There’s some products out there. Some manufacturers, some companies that do this so well, people tattoo their brand on them. Hello, Harley Davidson. You know, I mean, think about it. Are you creating an experience that people rave about that they feel listened to? They feel heard they refer business to you because you’re a topic of conversation. You know, this is brilliance. 

Commercial break: Hey, Thrive Collective family just want to pause from our episode to let you know of an upcoming web event Shea Petaja. And I will be teaming up to co-teach. How to scale your business while preserving your client experience. It’s going to be awesome. See, as you grow and build and scale your business, the last thing you want to do is compromise all the great reasons your clients have stuck with you. So we’re going to be teaching you the key principles to scale your business. Step one, and then to preserve your client experience. See the registration link in the show notes below. Hey, hope to see you there. Okay. Back to our episode.

Rob Hughes (13:22):

So Shea, okay. I’m bought in, we got to do this. We got to really elevate that client experience. But if it’s the first time you’ve really thought strategically about it, you might kind of find yourself like a deer in the headlights. Like, how do I actually go about doing this thing? So are there any practical tips that you would guide a small business owner or an advisor through to actually crafting or enhancing their experience?

Shea Petaja (13:46):

Yeah. Let me just put it this way. Let’s say you got a million dollars with an advisor and he’s making a 1% management fee from your account every year. And let’s say you meet with that advisor twice a year. From the client’s perception, they’re paying you five grand per meeting. They want to walk away with more than a branded pen or a notebook. You know, they want to be included in your family. So here’s how I like to pitch it to people. There’s a difference between sending someone a Christmas card and inviting them over for dinner, client experience is inviting them over for dinner. It’s sending the invitation in the mail. It’s calling them and it’s inviting them over for dinner. So a lot of times people are already offering some type of client experience. They might have nicer paper that they use and stationary than the other people in town.

Shea Petaja (14:41):

That’s a client experience. So they’re already doing that. They might get really nice pens, like not the cheap ones. They get the nice pens. They hand a leather binder over their new financial plan. So that it’s somewhere safe and noticeable for their families. Should the worst case scenario happen, people are already doing that. So what I like to tell people is look at what you’re already doing. And then how do you elevate that? How do you take that up a notch and start with what you’re already doing? Next act. You ask yourself, what are we doing? That’s not working. So I used to send out a newsletter and went out quarterly. It was mailed through a third-party company, a really great information, really nice marketing. I asked clients, Hey, do you ever read that piece? We send to you and they go, what piece? Well, we send it every quarter.

Shea Petaja (15:31):

And then I asked other clients, no, we throw it away. Or no, we really just depend on the advisors to know that stuff. We don’t want to learn it. So I quit sending it. No one complained. What I switched to is a weekly email blast, letting everybody know what we’re talking about on the radio with a little picture of Northern Michigan, an adventure I’d been on over the weekend or something exciting happening in the community with a link to that event. Now, if I don’t send that email blast out every Thursday, what do you think I get back Shea, did you sleep in that’s what clients will send back? Did you sleep in a where’s my email blast. So you all know because the things you stopped doing, if they complain, you got to listen to the complaints and find whether or not it’s worth doing it again, or just modifying it and changing your communication.

Rob Hughes (16:22):

So I think what I’m hearing in this Shea is just don’t make any assumptions that what you’re doing is scratching the itch, because you could have kept sending that paper newsletter out. You could have been shipping that thing out. And probably nobody would have said two things about it, but they also wouldn’t have read it. But you took the time to slow down and inspect and say, Hey, is this actually being effective? To accomplish that relationship, to really build that relationship,

Shea Petaja (16:46):

Right? And the next thing you want to look at and ask yourself is what would be fun for me. If you have always wanted to try a fine dining restaurant in your local area, rent the place out and have all your clients come. Because if you’re excited to be there, they’re going to be excited to be there. If you hate golfing and you take them golfing, they’re going to pick up on the fact that you’re not having any fun. So start making a list of all the fun things that you want to do, or maybe talk to your staff. They’re going to be there. So you want their input. What would be really fun or is there a new experience in town? Is there not just a restaurant, could we rent out the theater? Could we host a concert? Could we, you know, just start thinking like really big and don’t worry about the dollars.

Shea Petaja (17:32):

I know that’s hard for advisors to hear. Don’t worry about the dollars. Just start thinking big, because then what you’re gonna do next is modify it so that it works for you. And then whatever you choose, make it routine either by the time of the year that you do it or by the, the theme. So if your theme is, we always take the single ladies in our office, out for dinner, every Valentines, then you do that theme every year. Or we always offer the men a cigar night at the lounge. Every spring you, you make that routine, you make it a routine or you make it a theme. And then when people start to catch on that, this is what you’re doing. Now. I’ve got clients who are like, Hey, Shea, we didn’t get an invite yet for the summer event. Are you doing that? What’s the plan now that it’s COVID are you going to do anything? I mean, they will bug me before I’ve come up with an idea. Cause they’re so excited to participate.

Rob Hughes (18:28):

Okay, Shea, this is like brilliant. I’m like loving this idea even for ourselves, for our business. And if you’re a client listening to this, you know, I’m just going to brainstorm a minute. What about those virtual companies? They don’t, they’re not necessarily geographically located, but they serve the distance. I’m thinking, could you hire a, like a standup comedian to do a zoom comedy night and shift pizzas to everybody’s house.

Shea Petaja (18:52):

Now you’re talking now you’re talking, come on. Now,

Rob Hughes (18:56):

Give me my preaching towel, have some ideas. Can I get

Shea Petaja (19:01):

Now you’re talking because that was one of my suggestions when quarantine was officially lifted, I said to my boss, Hey, I think people are really lonely. I think they’re stir crazy. It’s spring. I would like to do a flower drop. He’s like, what are you talking about? I go, I literally want the staff to hand deliver a plant or a flower to all of our clients. And he’s like, Oh, okay. My idea is terrify him 90% of the time. So I got in touch with the local flower shop. I said, here’s my budget. She said, I’ve got the perfect plant for you. She potted all these plants. I had my designer create a card that went stuck in the little plant holder. You know, we divvied up all the houses in that tier. You obviously can’t afford this to do for every client. So you do need to figure out their investment with you also equals the investment in client experience that you give back.

Shea Petaja (20:03):

So not every single client, but those top tiers and we hand delivered them. And I knocked on the door, handed a flower and tears just came down people’s phases because they were so lonely and they were so scared of COVID and everything that was happening. And now we get emails with pictures of the plant. I kept the plan alive all summer. I’m so proud of myself. Thanks for the plant. It just gives me hope. It makes me happy. And the response we got from that was just great. That was a situation where we could safely do something unique. Listen, I’ve got an amazing contact. If anybody wants this guy’s contact, he’s a magician. And he does online magic zoom, and it is a riot and he is the real deal. He’s one of my good friends here in Travers. He’s a real magician is what I’m trying to say.

Shea Petaja (20:58):

And so he does online magic. You know, you can create experiences like that. Or if you know somebody that’s an expert in some type of field that you think would be interesting hosts the night where you send out a recipe to everybody with some of the ingredients and you all cook together one night with them, chef start thinking of these things in ways that you can connect. So start going through that and get really creative about who you know, and what they know and what they have to offer. And that’s my second point. You need to think about your clients. What does Susan like to do? Does she garden? Does she hang out with the grandkids? Does Bob like concerts start mapping out what they like to do and think of ways to surprise and delight them like today, what I’m doing later this afternoon, one of our clients, she’s just been dying to show me her farm. And so I’m putting my bogs on and we’re going to go hike the farm property today outside. So we can social distance there’s things that they like to do that are individual to them. But there’s things that you can do for everyone that they would like, people like to eat. They like to go sailing. They like concerts. I mean, you can find things.

Rob Hughes (22:11):

It starts with empathy, full circle. It’s what is important to them. What’s a day in the life for them. What are they looking for? What would be meaningful to that individual? Shea, this is, this is gold. Truly it, any other advice that you might share with us as our Thrive Collective family is listening in.

Shea Petaja (22:28):

Yeah. Another tip for you. And something I like to think of is think of it like a carwash. You’re like Shea, we have 900 families that we’re serving. I can’t afford to take all of them sailing or golfing or, you know, you’re, you’re thinking like that’s just crazy. Well, you’re right. That you probably can’t. So think of it like a carwash, everyone in the family gets the base package. So whatever that is for you is that a, a notebook and a nice pen. And based on how they are invested with you and their level of loyalty they get more. And so that’s part of the incentive. If you’re thinking in terms of a financial advisor, a lot of advisors want their clients to have everything with them. They don’t like having multiple advisors in the kitchen, so to speak, you know, and that’s one way also to incentivize them to bring more over to you as, Hey, look, this is how the client experience elevates as you invest more with us.

Shea Petaja (23:28):

And they really, they really like that idea because they’re looking for more of an experience. I do have a stat on that. I love Shea stats. As part of a radio show segment, consumers will pay 16% price premium for a great customer. And that’s from PWC. They will actually pay more if they get a better experience. And you’ve got to think of this in the long-term you can’t think of it in the short term, you can’t think of like, just like your marketing. It’s not any different than marketing. You know, that investing in marketing today doesn’t mean immediate returns tomorrow. You know that you have to be consistent with people. Your message has to be consistent. And it has to be clear. And the same goes with client experience. So think like a carwash, create a budget, tear your clients, investigate your clients, investigate your contacts. And I’m going to tell you one thing everyone wants to skimp on and I will preach this till the cows come home. You need an excellent designer. Your words, your invitations are only as good as how it’s designed. We all know what cheap mail looks like, what it feels like cheap offers. That’s not what you’re offering. So you need to find a designer that you really have great chemistry with and stick with them and be consistent with your brand and your presentation. And you cannot skimp on that.

Rob Hughes (24:52):

Yeah. What a shame it’d be to have all of the ideas and all of the event pulled together and then you’re sending it on office printer, paper designed in Microsoft word,

Shea Petaja (25:04):

Nothing, listen, nothing sends more rage through my body. Then when I’d see that I’m like, Oh gosh, what if they put all this work into it? And then this is how it’s presented.

Rob Hughes (25:14):

Listen, if you’re an advisor listening in Microsoft, Excel does not work for, we’re not talking about spreadsheets here. We’re talking about design applications. And anyhow, I say that a little tongue in cheek. I know there’s probably some very gifted designer and also advisors, but you’d be a unicorn. You’d be quite rare if that’s the case. So Shea, this is just brilliance. I’m just so incredibly thankful for the generosity of your ideas and thoughts. Now you’ve got a PDF that you’re gonna be sharing with our Thrive Collective family. I mean, she’s been so generous y’all to, to assemble some ideas. You wanna tell us a little bit about what that is?

Shea Petaja (25:54):

Yeah. So I just created the power of client experience because I know that it seems like a soft skill. That is not important, but I’m going to tell you right now, empathy and emotional intelligence is the way of the future and all of business. And what’s, they’re saying like 81% of marketing is going to be focused on client experience alone, because what will be the differentiator in any business is how people experience it digitally in person, all of the above, because people have options all over. Now. All I have to do is go on Google and I’m going to stick with who I have the best experience with. It is not just a soft skill anymore. It’s real dollars. And so I came up with a PDF, some great stats. I found with these tips that I gave you here today. I have two more pages of information to share with you, Rob. But if anyone wants to meet with me and do a client experience audit, I’m happy to do that with you. It’s what I call it. A client experience, audit, just see where you’ve been, what you’ve done, ask some questions and then coach you on how to move forward and make your ideas better. You have good ideas. Most people have actually really good ideas. They just, they need to be better. They can work, but there’s that empathy piece missing. There’s a connection missing.

Rob Hughes (27:18):

If you’re listening to this, you own your business. Chances are, you could be so close to it that you just can’t see the clear pathway to creating the client experience. When you’re looking so close, it’s like, you’re so focused on the brick. You cannot see the pathway

Shea Petaja (27:36):

And that’s their job. That’s your job is to focus on the brick. When the advisors come to me and they go through their meeting notes for the day, they’re talking about investments. But what I hear is, Oh, they haven’t been in in a year. Oh, their son died of COVID. Oh, they are going to have to move because of blank, blank and blank. Like immediately that triggers a million ideas in my head is to how we can connect with them and let them know that they’re part of our family. And we’re looking out for them beyond the financial advising. Now people are listening right now and they’re in the service industry. Maybe they’re doing insurance, maybe they’re doing, maybe they’re in sales. There are so many ways for you to listen better and then invite people on your team to help you listen, because we all need that outside perspective because we have our expertise and our focus that’s AOK, you don’t need to feel bad about that. It’s just invite other people into your process.

Rob Hughes (28:41):

So at some point in small business, we need a guide to give us a clear plan in Shea. You are that today. So if you’re looking to draft and design your client experience, and what I really hear is that you can actually grow your business. You get more referrals when people begin talking about those wonderful experiences that you have, you’ll retain clients so much longer because the relationship will be that much deeper. And according to the stats, you’ll actually be able to charge a premium for your product or service just by doing a few small tweaks and creating those experiential moments. Then if you need a guide, Shea, is it so Shea, how would people reach out to you? If they do want to have a conversation?

Shea Petaja (29:24):

You know what? Just call me emails, get lost. And so I just want people to call me. I know that’s a brave, bold move there, but too many emails go to junk mail. So just call me directly. There is a little child that is my friend’s kid who does my, because he says, Shea, Petaja, he never says, I want to go see Shea. He says, I want to go see Shea Petaja. So when you call it’s him on the phone saying you’ve reached Shea, Petaja, you will leave a message. I liked his direct approach and I left it. So yeah, call me and we can set up and see if there’s a way for me to help you. If you don’t mind that I have a few more tips. Do we have time for a few?

Rob Hughes (30:08):

Yeah. Bonus round. Let’s do it. Hit us hard. Shea. Let’s go.

Shea Petaja (30:12):

All right. I want to remind you that you are in an emotional business because you are working with people who think on occasion. So it’s best to acknowledge that instead of deny it. So yes, you remain level headed and clear when they’re in crisis and they have difficult decisions to make, and they’re relying on you. But outside of that, you need to be a human and you need to connect with them in a way that is genuine and authentic. Otherwise they will leave if they start to feel like just a number. Okay, second, I want you to remember that. Not all clients desire, this level of service. They find it superfluous. It will annoy them. They will usually tell you that, or they will leave. In which case I want you to keep in mind that by offering these experience, you are as sharing your values.

Shea Petaja (30:58):

What are we all trying to do? We’re trying to find ideal clients and customers that align with our values because it just makes life better for both parties. So perhaps when you share these experiences and it offends them, what they think you spent, or, you know, the activity offends them and they leave. Well, it’s just revealing a value that you don’t share. And that’s okay. Even if it’s painful. Okay. So expect a little kickback from some people also do not get offended. If people don’t show, you should only expect a one-third turnout for events. So you get into the routine of doing the same thing at the same time every year or by the theme, folks will catch on new it. I promise when they see that you start doing this and you’re consistent just like your branding and your marketing, you have to be consistent.

Shea Petaja (31:56):

So keep inviting people, even if they don’t show some of my favorite clients have never come to one of my events ever in 14 years. And I’m just so bummed and I’ll say, Oh, why didn’t you come to the event we missed you? And they’re like, well, you know, honestly, Sherry, I just have a lot of social anxiety, but I really appreciate that you invite me. Everyone wants to be invited. So keep including them. Even if they don’t show, I’ve only had one client request to be taken off the invite list. They’ve stayed clients. They just have no desire to be included in anything social. So those are my final tips because I don’t want people to think it’s all unicorns. Once you start doing this and showing the extra everyone’s going to be jumping for joy that’s usually not the case. It usually takes a few years to catch on, but once you start doing it and you start liking it, they are going to start to respond to it and then be asking you for it.

Rob Hughes (32:55):

Yeah, that’s real. That’s from the streets wisdom from experiencing it yourself. So Shea I’m just so blessed, Thrive Collective family. Join me in thanking Shea for her investment in all of us. And you know, this show, we are dedicated to bringing on subject matter experts like Shea here, talking about how to design your client experience that can truly elevate the value and ultimately help your business thrive for years to come.

Shea Petaja (33:24):

And I want you to thrive. I want you to have fun. I want you to feel alive when you feel alive. People sense that, and that is so intoxicating. Everyone wants to be around that kind of energy. And so, you know, you’re also doing this for yourself.

Rob Hughes (33:41):

Amen. Shea Petaja. Look her up on LinkedIn. Look her up on social media and we’ll put a link in some contact information of how you can get in touch with her in the show notes, Thrive Collective. This is your show dedicated to helping you make more money, avoid costly mistakes, and fully integrate your faith into your life and leadership. Shea, thank you for your investment today. Sowing seeds of wisdom and ideas to help us Shea our client experience. Thank you. Everybody, Thrive Collective. We’ll see you at the next episode, take care.

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