One of the first things you should note as an OBM is that she is embarrassed by how this is currently set up. This is not the time for “oh my goodness, how has your business survived??” or anything like that. OBMs that have lasting relationships with their clients and generally succeed are just as well-versed in their soft skills as they are in their hard skills. This is a time where practicing empathy will go a long way. Things like “with just a few tweaks, we can get this feeling much smoother for you” or “when someone is really good at what they do, that’s where their focus is + that’s okay.” 

So looking at the actual processes - there are two different sections we’re going to focus on: leads + onboarding. 

Leads:

She does not have a system for tracking her leads, so one of the first things to focus on (especially since she is wanting to get more coaching clients) is to set up some type of tracker. We want to make sure it is not something too complex, because she likely won’t use it. But a simple Google sheet or Excel document should be more than enough to track who has expressed interest, what they are interested in, when she last talked with them, and what the next steps are. 

For her referrals that come in, you could suggest she have a form she sends to all her current + past clients that they can then send to the person they think would be a good fit. The form would only be for referrals, it would include a spot to say who referred them, and it would be added to the lead tracker (or a CRM, which we’ll talk about in a second). 

For scheduling calls with her leads, while some people do get a better response and prefer to send only a couple of times for someone to choose from, you could suggest having a scheduler instead so she doesn’t have to go back and forth finding a time. Plus with a scheduler it automatically creates a calendar invite and reminders so that is one more thing off of her plate.

A platform that you can recommend would be a CRM (client relationship manager). This would help with organizing leads that are coming in as well as automate the onboarding process (which we’ll talk about in a second). There are different platforms out there, but as the OBM you should make the suggestion based on what you work well in and what would serve her business well. Here are a couple of suggestions:

• Dubsado
• Key Features:
  • Client management, project tracking, and task management
  • Scheduling tools with automated appointment booking
  • Customizable forms, contracts, and proposals
  • Automated workflows (emails, forms, invoices)
  • Invoicing and payment processing (including Square)
  • Client portals
  • Time tracking for projects

• Pros:
  • Highly customizable: Offers deep customization for workflows, forms, and automations, catering to specific business processes.
  • Project management tools: Includes robust features like task management, client portals, and invoicing, making it an all-in-one solution for creatives and service-based businesses.
  • Automation capabilities: Automates client onboarding, scheduling, emails, and invoicing with ease.
  • Client portals: Clients have their own portals where they can view invoices, forms, and contracts, making the process more streamlined.
  • Flat pricing: Offers unlimited clients and projects for a flat monthly or annual fee, regardless of team size.
• Cons:
  • Steeper learning curve: Due to its vast customization options, there’s a learning curve to getting the most out of Dubsado.
  • Not ideal for large teams: Better suited for small businesses and solopreneurs due to its user experience and scalability limitations.

• Honeybook
• Key Features:
• Project and client management tools
• Contracts and e-signatures
• Proposal and invoice templates
• Workflow automation for emails, proposals, and follow-ups
• Time tracking and scheduling tools
• Payment processing with integrations like Stripe and PayPal
• Pros:
• User-friendly: Known for its sleek, intuitive design, making it easy for beginners to set up and use quickly.
• All-in-one platform: Combines CRM with project management, invoicing, contracts, and scheduling, providing a holistic solution for service-based businesses.
• Templates and automations: Includes pre-built templates for proposals, contracts, and emails, along with automation tools for repetitive tasks like follow-ups and invoices.
• Client communication tracking: Centralizes communication with clients (emails, files, etc.) in one place.
• Mobile-friendly: Offers a robust mobile app that allows users to manage their business on the go.
• Cons:
• Less customizable than Dubsado: While user-friendly, it doesn’t offer as much in-depth customization for forms, workflows, or client processes.
• No free tier: Offers a free trial, but no permanent free plan like some other CRMs.
• Limited scalability: It’s well-suited for small businesses and freelancers, but may not have the advanced features needed for larger enterprises.
• Hubspot
• Key Features:
• Contact management and pipeline tracking
• Email marketing with automation and tracking
• Sales funnel management (deal pipelines, lead scoring)
• Marketing automation (lead capture forms, landing pages, chatbots)
• Detailed reporting and analytics
• Live chat and customer support tools
• Integrations with popular tools (Zapier, Slack, etc.)
• Pros:
• Free CRM with strong features: HubSpot offers a robust free version with contact management, pipeline tracking, and email marketing features, which is great for small teams.
• Scalable for businesses of all sizes: With a free plan and premium options, HubSpot grows with your business, offering more advanced marketing, sales, and customer service tools as needed.
• Advanced marketing and sales tools: Includes tools for email marketing, lead capture, ad management, social media, and analytics, making it a powerful marketing automation system.
• Highly integrative: Seamlessly integrates with many third-party apps (Slack, Google Workspace, etc.) and offers a wide range of HubSpot-native tools (email, analytics, chatbots).
• Detailed reporting: Offers robust analytics and reporting on client interactions, marketing campaigns, and sales pipelines.
• Cons:
• Higher cost for premium features: While the free plan is generous, access to advanced sales, marketing, and automation features requires premium plans, which can get expensive for larger teams.
• Steeper learning curve: Due to its wide range of tools and features, there can be a learning curve to mastering the platform.
• Limited features in free plan: Some key features (e.g., workflow automation, advanced reporting) are locked behind paid plans.

Onboarding:

The main problem with her onboarding system is that there is too much manual work for her to do. She is sending contracts, invoices, questionnaires, and calendar invites, all while trying to do work with her existing clients. Because of the amount of stuff that goes out, some things fall through the cracks.

The easiest way to solve that is to automate as much as possible. With a CRM (like those listed above), you would be able to automate a lot of the onboarding process while also making sure that all items that are needing to get to the client do so. You could set up the following in the CRM:

• Contract - can be digitally signed and countersigned
• Invoice
• Questionnaire
• Scheduler

When it comes to mapping out the leads and onboarding process, you can use a platform like LucidChart, or even just use Canva or PowerPoint to show the process. I would recommend taking the process that she said and mapping it out, showing where you are able to automate and what would need to be kept manual, and then show to her for her buy-in. 

A big hurdle that a lot of OBMs and service providers face when it comes to implementing new systems like this in a client’s business is that the client thinks their current way of doing things is easier and it’s hard to get them to fully commit to the new system. By getting their buy-in throughout the process, explaining things thoroughly on why they are the way they are, and doing training so they are competent in the new system, you will increase their level of commitment.

You can share your solution to Day 1 HERE.

You can view other anonymous solutions HERE.

Planning and executing a launch is a huge undertaking, but is very common for OBMs to handle for their clients. Ideally, you would want at least 3 months for planning and execution for the launch. Because this client has the course put together already, having a shorter timeline is okay, but you should let your client know that a shorter timeline can lead to rushing of deliverables, which can possibly affect the outcome.

Now, let’s dive into the actionable steps for managing her launch. There are three key areas we’ll focus on: timeline creation, task delegation, and launch event strategy.

1. Create a Clear Launch Timeline

The first step is to develop a detailed launch timeline. Start by mapping out all of the tasks that need to be completed before the launch (like the promotional plan, sales page, tech setup, etc.) and assign specific deadlines to each. You can use project management tools like Asana, Trello, or ClickUp to track these tasks.

Some key tasks to include in the timeline:

• Finalizing the sales page copy and design
• Setting up email sequences
• Creating promotional content (social media posts, webinars, etc.)
• Setting up the tech backend (e.g., course platform, payment pages)
• Planning a launch event (webinar, challenge, etc.)
• Breaking everything down into smaller tasks with deadlines will make the process feel more manageable and reduce the risk of things falling through the cracks.

2. Delegate Responsibilities

Since this is a large launch, she shouldn’t be handling everything on her own. Delegate tasks to her team or contractors where appropriate. For example:

• Assign the tech setup to someone with experience in course platforms
• Have her copywriter or VA help finalize the email sequences and promotional materials
• Ensure that her designer handles the sales page and graphics
• As the OBM, you can oversee the progress, ensure everything stays on track, and check in with team members regularly to adjust if needed

3. Launch Strategy

Next, help her decide on a launch event to build excitement and attract more sign-ups. Some options to consider:

• Live webinar: A great way to showcase the course content and engage directly with potential buyers.
  • Pros:
    • Builds direct connection with your audience in real-time
    • Great for addressing objections and answering questions live
    • Demonstrates expertise and offers a preview of the course content
    • High conversion rates with a compelling pitch at the end
  • Cons
    • Requires strong presentation skills and live interaction
    • Tech issues can disrupt the experience
    • Limited to a specific time, which may restrict attendance
  • Best suited for:
    • Courses that solve immediate, practical problems
    • Business owners who are confident in presenting live or engaging with a larger audience
• Free challenge: A 3-5 day challenge related to her course topic could build momentum and create a sense of community.
  • Pros:
    • Creates a strong sense of community and engagement over several days
    • Builds excitement and anticipation, leading to high commitment from participants
    • Provides real value upfront, making it easier to transition to the course offering
  • Cons:
    • More time-consuming to plan and execute compared to a single webinar
    • Requires consistent daily engagement with participants
    • Success depends on maintaining momentum over several days
  • Best suited for:
    • Courses that offer a deep transformation or skill-building
    • Audiences that need time to warm up before making a purchase
• Workshop series: A series of free, valuable workshops leading up to the launch could offer a taste of what’s to come.
  • Pros:
    • Allows for deeper engagement through multiple sessions
    • Gives participants time to absorb and apply information before the next workshop
    • Positions you as an expert by delivering high-value, actionable content
  • Cons:
    • Requires participants to commit to multiple time slots, which could limit attendance
    • More complex to plan and coordinate due to multiple live sessions
  • Best suited for:
    • Courses that require building a foundation over time or for audiences who benefit from learning in chunks
    • Those who prefer a slower build-up toward making a purchase decision

Based on her course's target audience and strengths, suggest one launch event and incorporate it into the overall timeline.

Once everything is mapped out, suggest creating a visual launch calendar. This calendar can track every milestone leading up to the launch, ensuring she feels confident and organized.

The key here is to take what feels overwhelming and break it into clear, manageable steps, while keeping her focused on her zone of genius. This structure will ensure the launch is well-executed, without missing any important steps along the way.

You can share your solution to Day 2 HERE.

You can view other anonymous solutions HERE.

As an OBM who works with teams, you will be responsible for managing team communication and project management. This client has a breakdown in both. When you are coming into the situation, before implementing any changes, remember that contractors/employees do have a special relationship with their clients and it is important to tread lightly while making the changes. 

Now let’s dive into the recommendations I would make.

1. Centralize Communication

The first priority is to consolidate all team communication into one platform. Using multiple channels like email, Slack, WhatsApp, and Instagram DMs is causing confusion and delays. Choose a single platform that works best for the team’s needs. Slack is great for real-time communication and for a team of this size, but if email is still necessary for formal exchanges, define clear guidelines for when to use each.

2. Set Clear Communication Guidelines

Create a set of communication protocols to clarify how the team will use the chosen tools. These guidelines should include:

• Urgency Levels: Define what counts as urgent and how to communicate it. For example, all urgent issues should be sent through Slack with a special tag or emoji.
• Response Times: Set expectations for response times. 24 hours is a good time frame, unless the scope of work calls for quicker responses.
• Designated Channels: Assign specific purposes for each tool. For example, Slack is for team communication, Asana for project updates, and email for external communication only.

3. Implement a Project Management Tool

The team is currently missing deadlines because there’s no structured way to track project progress and responsibilities. A project management tool like Asana, Trello, or ClickUp would allow the client to:

• Assign tasks with clear due dates
• Set priorities for each task
• Track progress in real-time, making it easy to see what’s been done and what’s outstanding

Suggested Setup:

• Have a specific folder or list for each client
• Break down each client project into tasks
• Assign each task to a team member with a deadline
• Create regular check-ins via the tool to keep everything on track

4. Schedule Regular, Structured Check-ins

Weekly meetings should be more than a quick touch base. Implement structured, agenda-driven meetings with clear goals. Each meeting should:

• Focus on project status updates, upcoming deadlines, and any blockers
• Be kept short (15-30 minutes), but highly focused
• End with action steps for each team member

Pro Tip: Use the project management tool to guide these meetings, reviewing tasks and deadlines in real-time.

5. Train the Team on New Processes

Once the systems are in place, make sure the entire team is on board and comfortable using them. Provide training sessions, and consider setting up short how-to guides or videos on the new communication guidelines and project management tool. The key is to ensure everyone understands the new expectations and workflows.

You can share your solution to Day 3 HERE.

You can view other anonymous solutions HERE.

Data analytics is part of being an OBM that some people really only skim the surface on. And you might have clients who don’t prioritize looking at analytics, and that’s okay. This scenario focuses on the whole product offering, but sometimes tracking only launch metrics or social media insights is all that a client needs. The first thing to do is have a conversation with your client on what it is they are wanting to measure. After that, you can look into the following:

1. Identify Key Metrics to Track

To avoid overwhelm, start by focusing on a few essential metrics that directly impact her membership site’s growth. These can be divided into three main areas:

• Traffic Metrics: Track website traffic sources to see where new members are coming from (Google Analytics)
• Conversion Metrics: Monitor which pages convert visitors into paying members (Google Analytics)
• Email Campaign Metrics: Track email open rates, click-through rates, and conversion rates using her email platform

Key Metrics to Start With:

• Traffic Sources: Identify which platforms (social media, search engines, referrals) are driving the most visitors to her site
• Conversion Rate: Set up tracking to measure how many visitors convert to paying members, particularly on sales or membership sign-up pages
• Email Performance: Look at open rates, click rates, and how many email recipients take action (such as signing up for the membership) to determine the success of email campaigns

2. Set Up Basic Google Analytics Goals

Since she already has Google Analytics installed but hasn't used it, you can help her by setting up Goals to track user actions that matter, such as:

• Membership Sign-Ups: Track how many visitors complete the sign-up process
• Course Purchases: Set goals for users purchasing courses or other products

Pro Tip: Use UTM parameters on her marketing links (from social media, email campaigns, etc.) to track which platforms drive the most conversions.

3. Create a Simple Dashboard

To make the data more digestible, set up a Google Analytics Dashboard or use a tool like Google Data Studio to create a simple, visual dashboard that shows her:

• Traffic sources
• Conversion rates
• Membership sign-ups
• Email campaign performance

This way, she can quickly see how her marketing efforts are performing without getting lost in detailed reports.

4. Leverage Her Email Marketing Platform

Encourage her to dig deeper into her email marketing platform’s analytics. She should look at:

• Open rates and click-through rates to gauge engagement
• Set up A/B testing to optimize subject lines, content, and CTAs for better performance
• Use conversion tracking to see which emails lead to actual sales or sign-ups

5. Set Up Regular Reporting

Establish a monthly reporting routine where she reviews her key metrics. You can create a custom report template that she can fill out or use automation tools that send reports directly to her inbox.

By focusing on a few key metrics and setting up an easy-to-understand dashboard, she can start making data-driven decisions without feeling overwhelmed. Over time, she can expand the scope of her analytics tracking as she becomes more comfortable with interpreting the data.

It is very common when you are first starting to work with an OBM client that they will have TONS of ideas that they want to execute right now. They also might think that now they have an OBM to help them, they can do it all. Your job as the OBM is to reign things in and create a reasonable and actionable plan for your client so neither of you are overwhelmed. So with that in mind, think about doing the following:

1. Brain Dump and Idea Prioritization

Encourage her to write down all of her ideas. This brain dump gets everything out of her head and onto paper. Then, categorize her ideas into short-term and long-term goals. For example:

• Short-term: Launch a new digital product
• Long-term: Start a podcast, hire more team members

After categorizing, help her rank the ideas by impact on her business growth. What will move the needle right now? This will help her focus on high-impact activities.

2. Set SMART Goals

For each top-priority idea, develop SMART goals (Specific, Measurable, Achievable, Relevant, and Time-bound). An example would be “Launch a new product line by [date], generating [X] sales in the first month.”

These goals will give her clarity and direction, breaking down the overwhelming list into manageable targets.

3. Create a 90 Day Action Plan

I love starting clients with a 90 day action plan. Break down the top 1-3 ideas into a 90 day action plan. Focus only on the projects that can drive growth within that period. Each goal should have:

• Key milestones
• Specific tasks
• Deadlines

This structured plan ensures she has clear steps to follow and eliminates the temptation to chase new ideas.

4. Schedule Regular Check-ins and Accountability

Set up a system for regular progress reviews, usually monthly. This will allow her to assess what’s working, adjust her plan if necessary, and keep her accountable.

5. Delegate Tasks She Doesn’t Need To Do

Since she’s spread thin, help her identify low priority tasks she can delegate, freeing up more time to focus on high-impact activities. If she’s considering hiring more team members, this could be a great starting point to gradually offload tasks that don’t require her direct attention.

By prioritizing ideas based on business impact, setting clear goals, and developing an actionable plan, she can regain focus and make meaningful progress without feeling overwhelmed. The key is focusing on a few high-impact goals instead of trying to do everything at once.