Last week, I made my pitch for why you should be more boring in 2025.

My rationale was that sometimes doing the non-flashy work (like building better systems and moving your processes from your brain/Notes app to asana) is some of the most impactful work you can do.

Now, you get to hear it from a systems expert and OBM in this month’s interview with Katie Hill…

If something is in (parentheses and italics), it’s added in by me! 😊

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🗣 Rachel: Katie, welcome on the newsletter! First, the term “OBM” might be new to some folks. Can you explain what that means and what types of clients (stage of business, type of business, timing) typically hire an OBM?

⚙️Katie: Great question! Typically, an OBM, short for Online Business Manager, supports business owners by managing the day-to-day operations, projects, and team dynamics of an online business. We generally focus on strategy, organization, and efficiency while closely partnering with the business owner to ensure their practice runs smoothly and scales effectively.

My specialty is primarily in the systems, operations, and tech side of things. I work with healers and coaches who have incorporated an online component to their business. Clients come to me after at least a year or two in business when overwhelm starts to set in and they realize they can’t wear all the hats in their business. Setting up systems and structure in your business can help you save time, work more efficiently, and prepare you to delegate the work that drains you. When I talk about systems, I’m referring to the people, processes, and technology involved to get work done. Some common systems are how you attract clients (content planning or email funnel), how you deliver your services (mapping your client experience and platforms you use), or how you manage projects (planning and task management), etc.

Another important thing to note is that an OBM differs from a Virtual Assistant (VA) in that the OBM operates at a higher strategic level, focusing on systems, management and planning, whereas VAs primarily handle execution and specific tasks

🗣 Rachel: What’s the #1 mistake you see solopreneurs make when it comes to building and having systems?

⚙️Katie: The most common mistake I see are business owners hiring a VA without systems or documentation in place. I often see practitioners hire a VA first, then get stuck in a cycle of trying to figure out what work to delegate, spend hours training the person, to finally give up and do all the work themselves because it’s not up to their standards. The reason why? Your standards have not been identified and documented. This quickly becomes a chicken/egg scenario because practitioners are usually past the burnout stage when they hire, so there is little time left in the day to focus on building out systems. If you’re finding yourself in this position, start small. Start writing out all the steps you take to do repeatable tasks in your business. Alternatively, look for an OBM that also offers VA services, like Your Digital Healer, so they can help you put out the fires while also keeping an eye out for the most high-impact opportunities to streamline your future work.

🗣 Rachel: If you were to start your business from scratch, what would be the first systems/automations you would put into place?

⚙️Katie: Can I pick two?! 

First: Time management & prioritization system. Create some boundaries around your schedule so you have dedicated time to focus on business growth. Then prioritize the tasks that will move the needle to support your vision. I see a lot of practitioners fill up their time with what they learned in someone’s course to later realize it doesn’t work for their specific business. 

Second: Set up an email funnel! This is where you offer a freebie on your website in exchange for an email address. I like to view these as “taste testers” for those who want to learn more about what you do. I recommend this for two reasons: 1) it’s a hands-free sales tool. It allows you to introduce yourself and your work to those who are interested without you needing to be present. Goodbye days full of free discovery calls!

And 2) start collecting email addresses from day one. This is your main communication channel when you want to promote a new workshop or new offer. Social media is great, but accounts get hacked, people get shadowbanned (especially if you’re in the alternative health space), and audiences are distracted. Email is your direct line to your community. 

(Yes!! We love email around here!!)

🗣 Rachel: Let’s say you’re talking to a health practitioner who self-identifies as “not-tech-savvy” and gets overwhelmed with new software – what would you recommend to them?

⚙️Katie: The majority of my clients are not tech-savvy. They are brilliant practitioners who have very unique gifts that help transform the lives of those who seek out their wisdom. Technology is not their zone of genius. And that’s okay. I think that’s really the first step is just acknowledging that this is a gap, not a gift.

Yes, there is a certain level of technical knowledge that is helpful to have when making larger decisions about your business – and to that I would recommend taking it slow and asking a lot of questions (to google, chatgpt, or experts) to allow your nervous system to calibrate.

But to be honest, I recommend that most health practitioners delegate this work to an OBM to set up the structure and a VA to work on the day-to-day tasks. Technology is nothing to be afraid of. It’s simply a tool that helps you amplify your desire to create more impact in the world.

🗣 Rachel: What’s your favorite story of how you/someone else used systems to scale/earn more money/create a better customer experience/etc?

⚙️Katie: One of my clients came to me who had owned a brick-and-mortar wellness center for over 10 years. From the outside, everything looked great…she was winning awards for her work and sales were manageable, but when we took a peek at the back-end, things were far from tranquil. She had a high rate of turnover with staff and contractors, rising debt from denied insurance claims, and the owner was depleted beyond measure. This sort of thing breaks my heart. Business training for practitioners is not something our current education system supports. 

Most practitioners get little to no training in school and this can often lead people to burnout, or worse, leaving the industry for good. What my client lacked was the foundational systems and structures needed to hold the business together. We started with a business audit and determined the need for standard operating procedures, onboarding processes for staff and clients to set expectations, sorted her email and documents, and set up an online presence to help with marketing.

I helped to build out an online workspace for them in Notion that managed their SOPs, business information, staff and contractor directory, content calendar and more. It’s one of those things where the effects are instantly felt. As quoted from my client “I never knew systems could be so nourishing and healing to my nervous system…I know exactly where to find information and am clear on my next steps.”

🗣 Rachel: What reminds you most of home and why?

⚙️Katie: The sun! I grew up in California and moved to the Pacific Northwest 15 years ago. I absolutely love where I’m at right now for the seasons and greenery, but we get over 7 months of rain! Come February, I’m jonesing for a beach day to get my dose of vitamin D ☀️.

🗣 Rachel: What’s your favorite place in the world and why?

⚙️Katie: Morocco! My sister won a mystery travel contest and invited me along. We showed up at the airport not knowing where we were going until they handed us tickets. Turned out to be a 2 week group adventure throughout the country of Morocco which was far from what I had expected as just a dusty desert. We crossed green valleys, got stuck in a snow storm atop of Atlas Mountain, rode camels, soaked in all the history, delicious food, beautiful scenery, massive markets, and met the most friendly/joyful people around. Pure magic!

🗣 Rachel: What’s the most adventurous thing you’ve ever done or would like to do?

⚙️Katie:  Besides the trip above, I ran a marathon. I’m not sure I really knew what I was getting into, but after I graduated from college, I needed a way to meet new people and get some exercise. I found the organization Team in Training that helps you train for a marathon while also raising funds for The Leukemia & Lymphoma Society. I don’t think I had ever run past 3 miles at that point, but the marathon was in Hawaii, so that was good motivation. I did it! It wasn’t easy, but it taught me a lot about patience and progress…which has transferred well in building my own business. 

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Katie Hill is the founder of Your Digital Healer, a digital agency that builds foundational online business systems for visionary healers, so that they can spread their message, utilize their unique gifts, and build wealth ~ on their own terms. As a Tech VA, OBM, and Business Strategist, Katie has over 20 years of experience in digital marketing, project management, and systems, coupled with a deep passion for holistic health.

Her personal journey with chronic illness inspired her to use her gifts in the digital world to support those who were instrumental in guiding her to health (healers) so they could connect with others to experience what she did. Katie offers expertise in implementing and integrating digital systems such as CRMs, EHRs, project management tools and course platforms to help healers manage and grow their practices sustainability. She aims to steward a new health paradigm; one that is more empowered, community-driven, natural, efficient, accessible, and…fun! Follow @yourdigitalhealer for ideas on how to save time in your business!