Kris welcomes Brett Neller, CEO of LineLeader by ChildcareCRM, to explore the real meaning of the customer journey in child care, and why it’s critical for sustainable growth. Brett shares insights from his professional evolution, including how dropping his kids off at care centers helped him deeply understand the needs of operators. He and Kris talk about enrollment challenges, operational bottlenecks, mapping a full customer journey, and how automation can power human connection, not replace it.

They also discuss fear-based leadership, what small businesses often get wrong in scaling, and why “state-of-the-art” doesn’t have to mean complicated. From CRM misconceptions to the power of unified data, Brett drops insight after insight on how to grow with intentionality, and why understanding your brand touchpoints matters now more than ever.

Key Takeaways:

[6:49 ] Brett shares how he got started at LineLeader in 2018 and how the mission of the early childhood industry drew him in.
[9:30 ] Brett explains how their offering goes beyond a CRM.
[10:20 ] What is the customer journey really, and how does understanding it boost your enrollment?
[12:18 ] Many small businesses are still using whiteboards and sticky notes to manage leads, and why that doesn’t scale.
[13:02 ] Brett breaks down what most get wrong in enrollment.
[15:08 ] How automation can be a gift for parent experience, and why tech doesn’t have to feel robotic.

[16:07 ] Brett shares more about his family life, and how he and his wife rely on child care as well.

[18:28 ] Fun fact — Brett grew up in a military family and moved many times throughout his childhood.
[19:30 ] The biggest mindset shift for owners: from reactive to data-driven.
[22:04 ] How to spot where you’re losing families in your funnel.
[25:55 ] The real ROI of mapping your journey: improved staff morale, better conversion, and clarity.

[27:03 ] The “wow” experience.
[30:31 ] Brett and Kris talk about the danger of fear-based leadership and the difference between helpful automation and shiny object syndrome.
[34:17 ] Practical tips on how to start your journey mapping even with a small team.
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