“ One of the most famous quotes ever from Tony Robbins, this one I take with me every single day. ‘Fall out of love with yourself and fall in love with your customer and watch the magic happen’. And you gotta fall in love with your customer. When you fall out of love with what you offer or your package, and you fall in love with your customer, you have a beautiful relationship that happens.”
-Lynn Gagne-Webb

In this episode, we wrap up our two-part conversation with Lynn Gagne-Webb, founder of Custom Bookkeeping. Lynn dives into the challenges of pricing, managing client expectations, and building a bookkeeping business that truly fits your goals.

In this episode, you’ll also learn...

• Why understanding communication styles can transform client relationships
• The pros & cons of hourly billing versus value-based pricing
• How to handle scope creep without burning out your team

To learn more about Lynn, click here.

Connect with her on LinkedIn.

Time Stamp

01:00 – Intro to part two with Lynn Gagne-Webb
01:44 – Trust & communication with clients
03:26 – Color coding for better communication
05:14 – Airplane analogy for pricing & expectations
08:33 – Handling clients wanting more for less
17:13 – Switching from packages to hourly rates
19:54 – Managing rising costs with the airplane model
24:14 – Flat rate questions & subscription fatigue
28:56 – Adapting to industry changes
31:43 – Focus on loving your customer
32:21 – Courses & Learn Bookkeeping Canada

“ You're on your own as a business owner. You're trying to figure out, there's no course that anybody gives you to tell you how to be a business owner.”
-Lynn Gagne-Webb

In the first of a two-part series, Lynn Gagne-Webb, founder of Custom Bookkeeping, shares her journey from the corporate world to running and selling a successful bookkeeping firm. As well, Lynn dives into her unique approach to building a team, and reveals how creating a culture of trust and flexibility helped her attract and keep loyal staff for years.

In this episode, you’ll also learn...

• The struggles of being a business owner
• The importance of taking CEO time to review your own business health
• How to focus on leading your business

To learn more about Lynn, click here.

Connect with her on LinkedIn.

Time Stamp

01:23 – Lynn shares her journey from corporate to entrepreneurship
03:37 – Lynn’s vision for supporting small business owners
04:18 – The challenges of being on your own as a business owner
05:22 – Why small businesses struggle & how lack of knowledge hurts them most
06:41 – Getting caught up in growth & forgetting to review your own numbers
07:51 – The value of CEO days & looking at your business health
08:49 – Why even bookkeepers shouldn’t do their own books
10:17 – The difference between detail-oriented & problem-solving bookkeepers
12:22 – Knowing your strengths & weaknesses as an owner
15:38 – Lynn’s hiring experiences & lessons learned in building a team
18:14 – How flexibility & trust created a loyal workforce
22:12 – The impact of culture on retention & business success

“But we just don’t have the time if we're on the gerbil wheel of doing the same thing over and over again every month is just a new month. Where do I find time to ask three or even one new question when I'm busy doing the stuff that I have to do, and we've got to focus our attention on fewer clients, but deeper work for those clients. And that's when we create the capacity to do the kind of work that matters to those clients.”
-Geni Whitehouse

In the finale of our two-part conversation with Geni Whitehouse, she shares practical tools and mindset shifts to help you step confidently into advisory and build stronger client relationships.

In this interview, you’ll learn..

• Why mindset, not skill, holds most bookkeepers back from advisory
• How DISC behavior styles improve client communication
• Why listening is your secret superpower

To learn more about Geni, click here.

Connect with her on LinkedIn.

Time Stamp

01:06 - Doing deeper work for fewer clients
03:00 - Using humor & storytelling
05:15 - DISC behavioral styles
08:18 - Listening as a key advisory skill
10:01 - Importance of aligning meeting style with client behavior
11:58 - Why Flexibility leads to more relevant outcomes for clients
14:57 - “Mindset, Toolset, Skillset” framework
15:40 - Mindset shift
17:56 - Focusing on fewer, higher-value clients
23:01 - Biggest mistake: not starting
25:50 - Prioritizing client impact over fear of failure
29:03 - Geni’s websites and how to join her training programs