Managing client relationships is one of the biggest challenges of running a service-based business. Expectations, boundaries, and communication all play a role in whether an engagement runs smoothly or goes off the rails. So, how do you actually know if you're doing a good job?

Karen Sergeant has a solution: a Client Report Card. This system helps her measure and manage client relationships proactively, identifying potential issues before they become problems. As a fractional COO, Karen has spent years refining this process to keep her work feeling calm—even when working inside chaotic businesses. In this episode, we break down her weekly client evaluation system—what metrics she tracks, how she uses the data, and how you can implement a similar approach in your own business.

If you’ve ever struggled with scope creep, unclear expectations, or misaligned client relationships, this conversation is packed with insights that will help you create a calmer, more intentional business.

What You’ll Learn in This Episode:

• Why Karen created her Client Report Card—and how it helps her business
• The 10 criteria she evaluates weekly to measure client relationships
• How tracking qualitative vibe-based data helps prevent burnout
• How you can build your own Client Report Card to keep your business running smoothly

Learn more about Karen Sergeant:

• Karen's Website
• Connect on Linkedin
• Connect on BlueSky

Learn more about Susan Boles:

• Beyond Margins
• Connect on LinkedIn
• Connect on BlueSky

We value your thoughts and feedback. Feel free to share them with Susan here. Your input is not just valuable, it's crucial in shaping future episodes.

• (00:00) -
• (00:36) - Managing Client Relationships
• (02:06) - The Importance of Boundaries and Scope
• (08:31) - Karen's Report Card Criteria
• (14:35) - Applying the Report Card in Business

Grab the Calm Service Design + Delivery Swipe File here