After 11 years, Tanya’s business hums. She's got warm leads, proven offers, talented contractors. And yet… projects that should take two weeks stretch to two months because she’s the translator between client and designer. In this live diagnosis, we map a transition from “Tanya-as-critical-path” to a productized, reliable service with automated coordination, a structured client-feedback loop, and clear handoffs. We also unpack the fear behind delegating client trust - and why productizing increases value rather than commoditizing it.

What You’ll Learn

• How to design a Coordination Offload System so delivery runs without you in the middle
• A simple, automated client-feedback flywheel (template email + form + status trigger)
• Why productizing raises reliability and margin without lowering price
• Where to add a copywriter or coordinator—and where automation beats headcount
• A tiny, 90-minute action that can save 3–4 hours every month (and unstick cash flow)

Connect with Tanya

• Connect with Tanya on LinkedIn
• Check out Moushi & Co

• (00:00) - Introduction: The Bottleneck Dilemma
• (00:47) - Meet Tanya Moushi: The Expertise Trap
• (01:39) - Identifying the Bottleneck
• (04:24) - Strategizing the Transition
• (08:08) - Implementing Systematic Solutions
• (40:03) - Conclusion: Creating Reliable Systems

Grab the Calm Service Design + Delivery Swipe File here

Meetings don’t equal management—most of the time, they’re just control theater. Freelance project manager Kacie Brennell joins Susan to unpack how autonomy—not attendance—drives real outcomes. They dig into async accountability, why tools fail without culture shifts, and how perfectionism + codependency quietly sabotage calm. If you’ve ever looked up from a day of calls with a longer to-do list, this one’s for you.

What you’ll learn

• How to shift from presence-driven management to outcome-driven autonomy
• The simple async cadence: owner → outcome → deadline → 3-bullet update
• Why software alone won’t save you (and what culture change must come first)
• Spotting perfectionism and codependency at work—and what to model instead
• How to use efficiency to create margin (and then actually keep it)
• Practical scripts for moving “quick calls” into written, visible decisions

Connect with Kacie

• Connect with Kacie on LinkedIn

• (00:00) - Introduction: The Myth of Meetings
• (00:55) - Guest Introduction: Kacie Brenell
• (01:13) - The Importance of Autonomy in Work
• (03:16) - Challenges and Solutions in Modern Work Culture
• (05:50) - The Role of Technology and Tools
• (42:38) - Conclusion: Embracing CALM Management

Check out the SOP Swap at ProcessDriven

What if your most important KPI wasn’t about revenue, leads, or efficiency—but about people? In this episode, operations strategist Layla Pomper shares the story of her Death List KPI: a surprisingly human metric born out of emergency planning that reshaped her entire approach to resilience.

What started as a morbid exercise—writing down who her partner should call if she died—became a powerful reframe. It forced Layla to measure not just internal systems, but the strength of her external relationships. The result? A business that’s not only operationally sound, but relationally resilient.

What You’ll Learn

• Why a Death List KPI matters more than a perfectly documented SOP.
• How to structure your own list by category: legal, financial, operational, technical.
• The role of community as real business infrastructure.
• Why operators in particular need a stronger “village.”
• How one metric can cascade into redesigning your business model, marketing, and personal priorities.

Learn More About Layla Pomper

• Check out ProcessDriven on LinkedIn
• Check out ProcessDriven on Youtube
• ProcessDriven.co

• (00:00) - Introduction: The Importance of a Death List
• (00:38) - Layla Pomper's Realization and Shift
• (01:43) - Defining the Death List
• (02:53) - Building a Resilient Business Community
• (05:08) - Implementing the Death List in Business Operations
• (35:32) - Conclusion: The Power of Community

Grab the Calm Service Design + Delivery Swipe File here