How Automations Made My Client Experience More Human (Not Less)
There's this weird myth that automation makes your business feel robotic. Cold. Impersonal.
But the truth? Thoughtful automation can amplify your humanity. It makes your business more accessible, more responsive, more you—without burning out trying to do it all manually.
Let me show you what I mean.
The Before: A Really Long Form
For 3+ years, I sent every new client an in-depth intake questionnaire before our kickoff call. Tools, systems, current fires, long-term vision—not just surface-level stuff.
I thought I was doing them a favor. Giving them space to reflect. Avoiding that deer-in-headlights moment when someone asks, "So what's going on in your business?"
Then I had to fill one out myself.
I'm a writer. Writing helps me process. But even I felt overwhelmed.
Some questions were confusing. I wasn't sure if I was giving the "right" answers. It felt high-pressure—like I might be messing it up before we'd even started.
If I'm struggling with this, how are my clients feeling?
The After: Letting Clients Choose
I still need the same information. But now clients get three ways to share it:
Traditional form – If writing works for you, go for it.
Live call – We hop on a call, and I ask the questions.
Async voice (Voxer) – I ask one question at a time. You reply when it works for you.
Then I used Airtable automations to make it smooth:
The first question asks how they want to respond.
Based on their answer, they get a automated follow-up email:
Scheduler link if they chose a call.
Voxer instructions if they chose async.
Nothing if they're completing the form.
The automation removes me from the logistics loop—but not from the relationship.
Here's What You Can Steal
You don't need Airtable or Voxer. You just need to ask:
1. Where are clients most likely to get overwhelmed?
Long forms? Decision bottlenecks? "Open-ended" steps with no clarity?
Look for friction. That's where automation helps.
2. How can you give people more than one way to participate?
Can they talk instead of type?
Choose a shorter option with just essentials?
Complete it on their timeline, not yours?
Think accessibility—energy levels, learning styles, time zones, neurodivergence.
3. Where can automation remove busywork but still feel personal?
Auto-send emails based on their choice.
Trigger follow-ups tied to their milestones.
Offer reminders that help them stay on track, not just you.
Automation Isn't Anti-Human—It's Pro-Capacity
When you set up automations thoughtfully, you're not being lazy or impersonal.
You're saying: "I care enough to make this easier for both of us."
That's not robotic. That's relational design.
Want a second set of eyes on your client onboarding?
If you're wondering where your process might be causing friction—or where a few simple tweaks could make things smoother, kinder, and more human-first—I'd love to help.
The Client Onboarding Audit is a one-time deep dive into your current flow. I'll flag where clients might be getting stuck or overwhelmed, and suggest changes (automated or not) to help them feel supported from the first hello.
Click here to learn more + book your audit
Let's make your onboarding feel as thoughtful as the rest of your work.
