Katrina Scarlett is a Client Experience Strategist, speaker, and founder of Scarlett & Co. Drawing on 19 years in luxury hospitality and more than a decade as an entrepreneur, she helps relationship-driven founders create stronger, more sustainable client partnerships through intentional client experience design. Known for challenging the long-held belief that "the customer is always right," Katrina advocates for a partnership-centric approach to client experience that supports both the client and the business. Her work explores how expectations, boundaries, communication, operations, and client journey design influence retention, trust, and long-term growth.
Through her writing, speaking, and consulting, Katrina helps founders move beyond reactive client management and toward intentionally designing the conditions that lead to healthier client dynamics, stronger partnerships, improved retention, and long-term sustainability. Katrina's mission is to help business owners reclaim their agency and build client relationships rooted in partnership rather than the pursuit of client happiness.
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Exceeding Client Expectations Is the Wrong Goal
The goal of exceeding client expectations is something most founders strive for. But for many, it's a distraction from a much bigger problem they haven't addressed yet.
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Stop Chasing Client Happiness (Design for It Instead)
Most founders have a marketing strategy, a content strategy, and a budget. Very few have an intentional client experience strategy. If you're one of them, that gap is costing you more than you realize.