TSH – CRM Session 1

Presentation date: June 12, 2026

TSH CRM Series — Session 1
The Solopreneur Hub · CRM Series · Session 1

CRM for solopreneurs:
what it is, why it matters,
and what’s in it for you

A practical framework for managing client relationships, without the enterprise software baggage.

1
What CRM actually is (and is not)
Myth-busting, who it covers, process before software
5 min
2
Why does a solopreneur need this?
The 5 Whys, finding the real blocker
10 min
3
The eight rocks
The universal framework, all six businesses mapped
15 min
4
The tool landscape
A first look only, no deep dive today
5 min
5
Discussion and vote
What would be most useful next?
10 min
VR
Victoria
Effortless Workflows, LLC

Before we start

Why this is a series

CRM touches every part of how clients find us, contact us, book with us, pay us, and refer us. One session is not enough.

Session 1 — Today

Foundation

  • What CRM actually is
  • The eight rocks framework
  • Our six businesses mapped
  • First look at the tool landscape

Session 2

Tool deep dive

  • Based on today’s vote
  • Live walkthrough for our businesses
  • DIY stack, HoneyBook, Dubsado, or Jobber

Session 3 and beyond

Build and refine

  • Automations and integrations
  • Client experience audit
  • Reviews and referrals deep dive
Today we are not choosing software. We are learning how to evaluate software, using a shared language that works for any tool, any budget, and any business type in this room.
By the end of today: You should be able to look at your own business and say: “I already have a CRM process. Now I need to make it intentional.”

Let’s clear something up first

Most of us came to “CRM” with the wrong picture. Here’s what it actually is, and why it matters for every one of us.

CRM is NOT…

  • MythA marketing tool for big companies with sales teams
  • MythSoftware you have to buy before you can start
  • MythSomething only relevant once you “get big enough”
  • MythA way to automate relationships so you don’t have to show up
  • MythOnly about clients, leads, and closing deals

CRM IS…

  • RealAny intentional system for managing your business relationships
  • RealA process first. The tool just holds the process.
  • RealSomething you already have. It just lives in your inbox and your head.
  • RealAbout consistency, the same great experience every time
  • RealAbout all your relationships: clients, partners, vendors, referrers
👥
Clients
Current, past, and prospective
🔄
Referral partners
Often worth more than any single client
💼
Collaborators
Subcontractors and associates
🏪
Vendors
Platforms and suppliers you rely on
The reframe that changes everything: You don’t need to build a CRM. You need to make the one you already have intentional.
A note on trust and discretion: A CRM should make client information easier to manage, but not careless to access. Client names, addresses, project details, payment information, and notes should be stored in tools we trust and protected appropriately. This is part of the professionalism we all bring to our businesses.

Why does a solopreneur need a CRM process?

Let’s find the real answer. We will use the 5 Whys, a technique for getting past symptoms to root causes.

Why1

Why do I need a CRM process?

Because I lose track of leads and follow-ups when things get busy.

↓
Why2

Why do I lose track?

Because the information lives in too many places: email, texts, sticky notes, my memory.

↓
Why3

Why does it live in too many places?

Because I never defined one place for it to go.

↓
Why4

Why haven’t I defined that?

Because setting up a system felt like overkill for a one-person business.

↓
Why5

Why did it feel like overkill?

Because I thought CRM was something big companies do, not something that applies to me.

💡
The real blocker is not complexity or cost. It is a belief that this does not apply to you. Which is exactly what we are here to dismantle, because every one of us has lost at least one client, referral, or follow-up to a process that lived only in our heads.

Live exercise

What is the thing that most recently fell through the cracks for you?

A lead you forgot to follow up with. A review you meant to ask for. A client you onboarded inconsistently. Name it. That is your shakiest rock.

The rocks: what every service business needs

Before picking any tool, here are the eight steps that belong in every CRM process, regardless of your industry.

Rock 1

👤

Contact and lead capture

Record every inquiry: name, source, how they found you. No lead lives only in your head or inbox.

Rock 2

📅

Scheduling

A defined way for clients to book: discovery call, site visit, shoot date, cleaning slot. Consistent and frictionless.

Rock 3

📄

Proposal and contract

Scope, price, and terms in writing, signed before work begins. Protects both sides.

Rock 4

💳

Invoicing and payment

Clear payment terms, easy payment method, and a record of every transaction. No chasing.

Rock 5

💬

Communications tracking

A log of what was said, agreed, and promised. Your memory is not a CRM. Written records protect you.

Rock 6

✅

Actions and issue tracking

Tasks, follow-ups, and open items per client, so nothing falls through the cracks when you are busy.

Rock 7

🚪

Onboarding and offboarding

A consistent welcome and a graceful close, every time, not just when you remember.

Rock 8

⭐

Reviews and referrals

A deliberate ask, not an afterthought. This is where your next client comes from. Most solopreneurs leave this to chance.

The pattern: Rocks 1 through 4 make the relationship official. Rocks 5 and 6 protect it while active. Rocks 7 and 8 close well, and turn one client into the next.

Same rocks. Six different businesses.

The eight rocks show up in every one of our businesses, just in different shapes. Notice what is consistent, and notice where your process feels shakiest.

Rock NataliiaCleaning NaomiPhotography DenisseInterior Design KateHome Org. NicoleWaste Reduction VictoriaWorkflows and Books
1 · Lead capturePhone, text, or website inquiryWebsite form or Instagram DMReferral or website inquiryWebsite form or referral callCommunity outreach or websiteReferral or networking contact
2 · SchedulingBook recurring clean slotBook shoot date and planning callDiscovery call and site walkthroughWalkthrough visitSite assessment and pickup scheduleIntro call and recurring cadence
3 · Proposal and contractService agreementPackage and contractFull design proposal and contractScope and contractService planEngagement letter
4 · Invoicing and paymentInvoice per visit or monthlyDeposit plus balance before galleryPhased milestone invoicingDeposit plus balance on completionMonthly subscription invoiceMonthly retainer
5 · CommunicationsConfirm visits, special instructionsShot list, mood board, preferencesDesign decisions, scope changesClient goals, room prioritiesPickup instructions, restrictionsMeeting notes and decisions
6 · Actions and issuesReschedules, access issuesRetouching requests, deliveryVendor delays, change ordersShopping lists, follow-upsMissed pickups, schedule changesOutstanding items, deadlines
7 · Onboard and offboardWelcome and access info; final checklistWelcome guide; gallery and usage guideWelcome packet; project revealIntake form; system handoffWelcome kit; program summaryAccess setup; file handoff
8 · Reviews and referralsAsk after first clean and at 3 monthsAsk after gallery deliveryAsk at project revealAsk after project completeAsk after first full monthAsk at 90-day mark
Discussion: Look at your column. Which rock feels most solid? Which is most inconsistent, or missing entirely?

The real decision is not “which tool”

Answer one question honestly. Everything else flows from it.

Do you want to be your own integrator? The person who connects the pieces, troubleshoots when things break, and builds the system yourself?

Position 1

I will be my own integrator, for now

“I don’t have the budget yet, but I have time and I’m willing to piece things together.”

Budget-consciousTemporary

Direction: DIY low-cost stack, with a migration plan for later.

Possible fit: Anyone not yet ready to commit to a paid tool.

Position 2

I will be my own integrator, by choice

“I have the budget, but I like control. I enjoy tinkering and don’t want to be locked in.”

Max flexibilityLow monthly cost

Direction: DIY low-cost stack, designed well. Never need to migrate.

Possible fit: Anyone who enjoys building and maintaining their own systems and wants maximum control over their tools and data.

Position 3

I don’t want to be the integrator

“I have the budget. I want something that mostly just works.”

Convenience-firstFast setup

Direction: An all-in-one tool matched to your business type, not one size fits all.

Possible fit based on business model: Naomi and Kate: HoneyBook · Denisse: HoneyBook or Dubsado · Nataliia and Nicole: Jobber or another home-service workflow tool

Position 4

I want it to eventually just work, and I will invest upfront

“I want deep customization and I’m willing to invest real setup time.”

High ceilingHigh setup cost

Direction: Dubsado or Jobber, powerful but not for the impatient.

Possible fit based on business model: Businesses with complex, multi-phase project workflows.

You enjoy integrating if you…

  • Like setting up and tweaking tools
  • Don’t mind switching between apps
  • Want full ownership of your data
  • Prefer low monthly cost over convenience

It drains you if you…

  • Find tool maintenance frustrating
  • Want one place for everything
  • Hate when things stop talking to each other
  • Would rather pay than troubleshoot

The tool landscape: a first look

The right tool depends on your business type, not just your budget. Today is a first look only. We go deep in future sessions.

Any business

DIY Low-Cost Stack

$0 to $18/mo (with Google Workspace)

You assemble and connect the tools yourself. Works well for those who enjoy tinkering and want maximum control.

Possible fit: Any business not yet ready for a paid all-in-one, or businesses with existing billing tools already in place

Creative services

HoneyBook

Starter: entry-level, no automations. Essentials: first plan with scheduler, automations, and QuickBooks Online sync.

Built for project-based creative businesses. Fast setup, polished, opinionated. Works best when you work its way.

Possible fit based on business model: Naomi (photography), Kate (home organization)

Complex projects

Dubsado

Starter: basic client management, no scheduling or workflows. Premier: automation, scheduling, and Zapier.

Highly customizable. Same profile as HoneyBook but rewards patience. Best for multi-phase projects.

Possible fit based on business model: Denisse (interior design)

Field and home services

Jobber

$49 and up per month. Built specifically for recurring home service businesses.

Handles recurring visits, job scheduling, on-site payments, and client notifications natively.

Possible fit based on business model: Nataliia (cleaning), possibly Nicole (waste reduction)

Your vote

What would be most useful for our next session?

DIY low-cost process

Build a solid system without a paid subscription

HoneyBook walkthrough

Live demo mapped to our businesses

Dubsado walkthrough

Live demo for complex project workflows

Something else

Tell me what would help you most

In the live meeting, a show of hands works just as well.

Your next right step

Before choosing a tool, answer these three questions about your own business.

1

Which rock is weakest in my business right now?

2

Where does a new lead go today?

3

What is one small system I can improve this month?

Start with the weakest rock.
Do not rebuild the whole business at once.

Backup

Example: DIY Low-Cost Stack

One way to cover all eight rocks without a paid all-in-one subscription. Tools can be swapped based on what each business already uses.

$0 to $18

Per month (with Google Workspace)

8

Rocks covered

6

Core tools

Rock 1

Lead capture

Tool

Google Forms and Notion

Simple intake form capturing name, service interest, and how they found you. Every lead logged in one Notion database.

Implementation note

Add the form link to your email signature and website contact page. One form, one database. Always capture the lead source.

Rock 2

Scheduling

Tool

Calendly (free tier)

Free tier supports one active event type. Standard plan ($10/mo) needed for multiple event types simultaneously.

Implementation note

Add your booking link to your email signature and intake form confirmation immediately.

Rock 3

Proposal and contract

Tool

Google Docs and DocuSeal

Google Doc templates for proposals and engagement letters. DocuSeal handles e-sign. Note: DocuSeal free plan has monthly limits on signature request emails. Paid plan may be needed for heavier use.

Implementation note

Build one template per service type. Both parties receive a signed PDF copy automatically.

Rock 4

Invoicing and payment

Tool

Square Invoices

No monthly subscription required for basic invoicing. Payment processing fees apply on all transactions. Verify current card and ACH rates before use. Recurring invoices and deposit requests included.

Implementation note

If your business already uses QuickBooks Online, QBO can be used for invoicing and payment instead of Square. No need to duplicate billing systems.

Rocks 5 and 6

Communications and workflow tracking

Tool

Notion client workspace

One page per client: contact info, service details, meeting notes, agreed decisions, task checklist, and open items. This is the rock most likely to be missing entirely.

Implementation note

Relying on email and memory works for a small number of clients. It becomes a risk as client volume grows. A written record of what was agreed protects both you and your client.

Rock 7

Onboarding and offboarding

Tool

Google Docs templates and Gmail

Welcome email template, access checklist, and 30-day expectation setter. Offboarding: file handoff checklist and close-out email.

Implementation note

Build one onboarding template per service type. Use it every time, not just when you remember.

Rock 8

Reviews and referrals

Tool

Gmail template and Google Calendar reminder

A saved Gmail draft for your review and referral ask. A recurring calendar reminder per client: 90 days after start, then every 6 months.

Implementation note

The ask should feel personal, not automated. The calendar reminder makes it systematic. One warm personal ask is worth more than five generic ones.

Backup

Switching from an all-in-one tool: order of operations

The most common mistake: cancelling first, building second. You end up with no system at all. Build first, then cancel.

1

Build your client tracker first. Set up your Notion client database before cancelling anything. Export your existing client list and migrate contact info and notes. This is your safety net.

2

Set up DocuSeal. Build your contract and engagement letter templates. Test with one send before relying on it for a real client.

3

Set up Calendly. Create your booking event type. Add the link to your email signature and website immediately.

4

Build your onboarding template. Google Doc, your primary service type first. This replaces the last meaningful workflow you are likely still using in your current tool.

5

Set Rock 8 reminders for existing clients. Go through your current client list. Set a calendar reminder for each one: 90 days from today if you have not yet asked for a review.

6

Cancel your current tool. Only after steps 1 through 4 are live and tested. Never cancel first.

When to consider upgrading: Once your client volume or service complexity grows beyond what free tools handle comfortably, it may be time to evaluate an all-in-one tool. The eight rocks framework will help you evaluate any option.

First logical paid upgrades in the DIY stack

  • 1stCalendly Standard ($10/mo): when you need multiple booking types active at the same time
  • 2ndDocuSeal paid plan: when monthly signature volume exceeds the free tier limits
  • 3rdGoogle Workspace Business Starter ($6/mo/user): for custom email domain and shared Drive
Backup

Square vs Stripe for invoicing and payments

Both are legitimate options. Here is an honest comparison for service-based solopreneurs. Verify current rates before making a decision.

Simpler starting point for most solopreneurs

Square Invoices

No monthly subscription for basic invoicing. Payment processing fees apply on all transactions.

Current fees (verify before use)

Monthly subscriptionNone for basic plan
Per-invoice feeNone
Card processing3.3% plus $0.30
ACH bank transfer1% (minimum $1)
  • +Unlimited invoices on basic plan
  • +Recurring invoices and deposit requests
  • +Contract clauses and e-sign built in
  • +Apple Pay, Google Pay, ACH, and cards
  • ~No native QuickBooks Online sync

Stripe Invoicing

More powerful infrastructure. Better for higher invoice volume or businesses already in the Stripe ecosystem.

Current fees (verify before use)

Monthly subscriptionNone
Per-invoice fee0.4% per paid invoice
Card processing2.9% plus $0.30
ACH bank transfer0.8% (capped at $5)
  • +Lower card processing rate
  • +ACH capped at $5, better for large invoices
  • +Native QuickBooks Online integration
  • –0.4% fee charged on every paid invoice
  • –No built-in contract or e-sign

Real cost comparison: $500 invoice paid by card

Square: $16.80$500 x 3.3% plus $0.30 = $16.80 in fees. You receive $483.20.
Stripe: $16.80$500 x 2.9% plus $0.30 plus $500 x 0.4% = $16.80 in fees. You receive $483.20.
For most solopreneurs in this group, Square is a simpler starting point: no per-invoice fee, built-in contracts, and easier setup. Stripe pulls ahead for large ACH payments or if you specifically need native QuickBooks Online sync.