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Have you ever had a service experience so good you were actually happy to pay the invoice? That's exactly what happened when I worked with Knapsack Creative for my website redesign—and I was so impressed, I had to get the inside scoop on how they engineered such a seamless client experience.
In this revealing conversation with Savannah from Knapsack Creative, we pull back the curtain on the systems and processes that allow their team to build complete Squarespace websites in as little as one day while keeping clients delighted throughout the journey. What emerges is a masterclass in client experience design that any service business can learn from.
Savannah walks us through their entire workflow—from the initial fit call to their unique project mapping system that gives clients total clarity on what to expect. We explore how they use Content Snare to make content collection painless, their strict time-blocking approach that makes projects predictable (Tuesdays and Thursdays are exclusively for client work!), and the meticulous documentation that ensures nothing falls through the cracks.
The most valuable insights come from understanding how they create what Savannah calls "micro yeses" throughout their process—small alignment points that prevent the dreaded "this isn't what I wanted" moment at project completion. Their collaborative approach keeps clients engaged while maintaining incredible efficiency.
Whether you're a solopreneur, agency owner, or in-house marketing leader, you'll find actionable strategies to transform your own client or stakeholder processes. Get ready to steal some seriously good ideas—I know I did! By the end of this episode, you'll understand why thoughtfully designed systems aren't just good for business—they're the secret to creating experiences clients can't stop talking about.

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