What Hiking, Bouldering, and Ted Lasso Taught Me About Crafting a Client Experience That Actually Works
Because solid systems, clear boundaries, and a bit of optimism go a long way.
Running a service-based business can feel like hiking in the dark, climbing a wall you didn’t train for, and coaching a team that sometimes forgets what sport they’re playing.
But if there’s one thing I’ve learned, it’s this: your client experience isn’t about perfection—it’s about clarity, consistency, and knowing when to pass the ball.
From long trails to short routes and a fictional football coach with a goldfish memory, here’s what hiking, bouldering, and Ted Lasso taught me about designing an intentional, feel-good, and friction-free client journey—from onboarding to offboarding and everything in between.
Hiking: Client Onboarding Needs Trail Markers, Not Vibes
When you head out on a hike, especially one you’ve never done before, there are a few things you need to know:
How far you’re going,
What you’ll need along the way,
And how you’ll know you’re still on track.
The same goes for your clients.
A strong onboarding process for new clients isn't just about collecting a signature and sending a welcome email. It's about making sure your client knows the path you’re walking together. That means no “we’ll figure it out as we go.” You’re the guide. They’re trusting you with their business and their brain bandwidth.
What I’ve learned on the trail:
When in doubt, mark the next 3 steps.
A simple map builds more trust than a beautiful view with zero signage.
People move with more confidence when they know what’s coming.
Your client onboarding should reflect that same clarity:
A clear timeline with major milestones
Defined communication channels (How do we talk? When do we talk?)
Easy access to what they need, when they need it
ACTION STEP:
Build a 3-email onboarding sequence that includes:
Welcome + Confirmation – Celebrate the “yes,” outline what to expect.
Timeline + Tools – Share a roadmap and link to project tools or shared docs.
First Deliverable/Call Setup – Invite action and establish rhythm.
Bouldering: Systems Are Made of Micro-Movements, Not Big Leaps
Here’s what bouldering taught me:
You don’t scale a wall with brute force. You move inch by inch, decision by decision. You shift your weight, test a hold, and reorient. That’s how you build client systems too.
We tend to think if our systems aren’t polished, automated, and color-coded, they’re not real. But perfection is not required. Progress is.
The best client onboarding software isn’t the one with the fanciest UI. It’s the one you actually use.
It’s the repeatable pieces that reduce the guesswork—for you and your client. A saved intake form. A templated response. A calendar link.
Think of every friction point in your process as a shaky foothold. Fix one at a time.
What I learned from the wall:
Adjust, test, try again.
Rest is part of progress.
Momentum comes from consistency, not chaos.
ACTION STEP:
Identify one friction point in your client experience this week and improve it.
Examples:
Turn your “next steps” email into a reusable template.
Create a reusable client dashboard in Notion or ClickUp.
Automate your scheduling link in every welcome email.
One small shift = a stronger system.
Ted Lasso: Offboarding Clients Is a Leadership Moment
Ted Lasso is one of those shows that sneaks up on you. You expect sports clichés. You get deep leadership lessons.
One of Ted’s core beliefs? You don’t need to be the smartest person in the room—you just need to lead with heart, clarity, and follow-through.
And that’s exactly what your client offboarding process should do.
Most businesses treat offboarding like the final scene of a sitcom: quick, awkward, and everyone fades to black. But a thoughtful exit is a chance to cement the experience, create space for referrals, and open doors for future work.
Ted doesn’t just high-five his players and disappear—he reflects, he celebrates, and he closes the loop.
“Taking on a challenge is a lot like riding a horse. If you’re comfortable while you’re doing it, you’re probably doing it wrong.” – Ted Lasso
Offboarding might feel uncomfortable. But it’s where your client relationship transitions from “project” to “legacy.”
What good offboarding looks like:
A recap of work done, results, and ownership of files or deliverables
A testimonial request that’s simple to say yes to
A gentle invitation to refer or reconnect
A clear boundary around what comes next (and what doesn’t)
ACTION STEP:
Create an offboarding checklist that includes:
Final deliverables and summary email
Link to leave a testimonial
Resource or next steps guide
Optional: a discount, referral incentive, or invitation to rebook
Make it easy for them to walk away saying, “Wow, that was smooth.”
Real Talk: You Don’t Need More Charm—You Need More Consistency
Here’s the truth Ted Lasso, hiking trails, and bouldering routes all share:
Charm won’t carry you to the finish line. Structure will.
A solid client experience isn’t about “surprising and delighting” people at every turn. It’s about being clear, calm, and reliable—so they can relax into the work and trust the process.
That means:
You’re not making it up as you go.
Your boundaries are clear.
Your systems are simple—but they work.
You don’t need to overhaul everything at once. Start with what feels wonky. And then fix it. One grip at a time.
Final Trail Markers
Hiking taught me to lead with a map, not just momentum.
Bouldering taught me to build with small moves, not flashy leaps.
Ted Lasso taught me that clarity and kindness can coexist—and offboarding is leadership in disguise.
When you build a client experience that holds people from “hello” to “handoff,” you don’t just get smoother projects. You get clients who come back. Clients who refer. And systems that scale with you.
Because in the end? It’s not about doing more.
It’s about doing it well.
Need a second set of eyes on your onboarding sequence?
Want help smoothing out the bumps in your offboarding process?
Grab a Quick Boost Support Pass and let’s knock out the friction points—together.
Whether you’re rebuilding a clunky welcome flow or refining your client offboarding email template, you’ll walk away with a clear fix and a lighter load.
One wall at a time. One win at a time.
