In this episode of Money Secrets, Fi shares a real behind-the-scenes story from planning the Ripple Retreat and how a frustrating customer experience sparked this episode about sales, communication, and the way small business owners make things harder for themselves.

After trying to book a winery tour for a group retreat, Fi found herself receiving a $5,000 invoice before her questions had even been answered, followed by repeated payment reminders and no follow up info. This is a powerful example of how many businesses unintentionally lose trust, connection, and sales momentum during the inquiry process.

From proposals and follow-ups to personalisation and communication, this episode is packed with practical reminders about what actually helps people feel confident enough to buy.

🎧 Tune in to learn how thoughtful communication, stronger sales processes, and a more intentional customer experience can make making money feel easier.

The doors to Good Money Club are open right now. You deserve your own Board of Directors, and you'll get that and more inside this community for women business owners.

What you'll learn in this episode:

Why leads should be treated with more care and attention. A new enquiry is a real opportunity, and communication shapes whether someone chooses to work with you.
How poor communication can quietly lose sales. Sending invoices too early or failing to answer questions can create friction and reduce trust.
Why a proposal can strengthen your sales process. A thoughtful proposal helps clients feel confident and understand what makes your business different.
The importance of making clients feel seen and understood. Personalised communication and thoughtful follow-up help clients feel supported and respected.
How follow-ups can build trust instead of pressure. Great follow-ups answer questions, offer reassurance, and strengthen the relationship.
How small tweaks can make making money easier. Simple improvements to your systems and communication can significantly improve the client experience.
The role of customer experience in standing out from competitors. The way you guide people through the enquiry process matters more than you think.
How small business owners unintentionally make things harder for themselves. Many businesses focus on getting leads, but not enough on nurturing them.
Why respecting the size of a client investment matters. Clients spending thousands of dollars want to feel informed, reassured, and looked after.
How better systems can create calmer, more sustainable growth. Thoughtful sales processes reduce confusion and help business feel more intentional.

💡 If this conversation resonates and you want hands-on support, you can work with Fi one-on-one or join Good Money Club, where small business owners learn how to make and manage money with clarity, confidence, and impact.

- Good Money Club (doors are open now)

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We’ve come so far as a society in many ways, but money is one of the areas where progress hasn’t been enough. If we want to tip the scales in favour of marginalised people, it starts with understanding the secret: money in small business.

In this podcast, Money Secrets, host Fiona (Fi) Johnston, Chartered Accountant, small business advocate, and impact enthusiast, dives into the conversations we need to have about money. The secrets that once stayed behind closed doors (or on the golf course) are finally out in the open.

Fi’s mission? To get more money into the hands of good people, like you. She believes small businesses can change the world, but only if we're making money and managing it well.

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Thank you to everyone involved for bringing this podcast together. We are excited to hear from you with any questions, feedback or suggestions for future episodes that you might have. Send a Direct Message to @peach.business

If you are excited for what’s to come, please like this episode, follow the podcast and share it with your friends. We are thrilled you're here.

Check out my FREE Pricing Training you need to set your prices for profitability.

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This podcast episode was recorded on the lands of the Wurundjeri People of the Kulin Nation and I'd like to acknowledge them as the Traditional Owners and custodians of this land and water that I live, work and play on. I'd like to pay respect to elders both past and present, and note that sovereignty has never been ceded. This always was and always will be Aboriginal and Torres Strait Islander land.