Episode 203 with Brett Neller — What’s Your Customer Journey? (And Why You Should Care)
Release Date: 06/19/2025
Child Care Rockstar Radio
Kris welcomes young inspiration and rising leader Whitney Burkman, owner of Magnolia Academy in Payson, Utah. Whitney shares more about her journey from in-home childcare to a full 125-spot center before age 30. She talks about building confidence as a young business owner, gives some great advice for hiring, marketing strategies, leadership challenges, and the critical role of mindset in growing her successful childcare business. Key Takeaways: [4:55] Whitney opened Magnolia in 2022, and they are currently at 122 enrollments. [7:43] Opening a center at age 27 and what inspired...
info_outlineChild Care Rockstar Radio
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...
info_outlineChild Care Rockstar Radio
In this episode, Adrianne Agulla, CEO of Hamilton Heights Child Development Centers in Nebraska and the true definition of an education entrepreneur, joins Kris. Adrianne shares how she went from working in the corporate world to owning six successful daycares and a catering business called Milton’s Amazing Kitchen. Together, she and Kris talk about growing from three to six locations, empowering a leadership team, using VAs to streamline operations, creating a strong scorecard, and what it really takes to scale with excellence. Adrianne goes through the very real ups and downs of growing...
info_outlineChild Care Rockstar Radio
Zac Alcampo, Creative Director at Grow Your Center, brings a fresh perspective to leadership, culture, and creativity in early education. With two decades of experience in the gaming industry, Zac is a dynamic entrepreneur and inventive strategist who has helped build immersive digital experiences that merge gamification, artificial intelligence, and user engagement. Now, he’s applying those same ideas to the world of child care — reimagining everything from team collaboration to marketing to parenting itself. In this episode, Zac joins Kris to talk about gamification in...
info_outlineChild Care Rockstar Radio
He’s back! The great Vernon Mason returns as one of the podcast’s most popular guests to help celebrate this milestone 200th episode. He and Kris reflect on leadership, legacy, and what it really means to be present. In this episode, Vernon shares his beautiful wisdom and journey from growing up in an in-home child care program to building and selling a five-site child care business, and now helping grow The Nest into a 52-location powerhouse. Together, he and Kris chat about the realities of leadership today including accountability, toxic positivity, turnover trends, universal...
info_outlineChild Care Rockstar Radio
This is an inspiring and impactful episode with Rachel Davis, founder of Children’s Promise Centers, an early childhood program in Albuquerque, New Mexico. Operating 20 hours daily, her centers provide critical support for working families often overlooked by traditional child care models. Rachel chats with Kris about her journey from the Denver Rescue Mission to creating a faith-driven, community-focused child care network where high standards, deep relationships, and genuine care intersect. She shares the heart behind her mission to support nontraditional working...
info_outlineChild Care Rockstar Radio
Jessica Harris is the owner of Four Sisters Childcare in Linden, Utah — a thriving center named after her four daughters. Alongside her husband, she’s built a program that’s now serving 91 full-time equivalent students with a capacity of 86 and a waitlist. But her real work goes beyond enrollment. In this episode, Jessica shares her journey from running a home daycare to leading a full-blown center, all while growing as a leader, navigating fear, and learning how to truly step into her power. She opens up about the deep personal habits that ground her, the way she teaches...
info_outlineChild Care Rockstar Radio
Neshanta Linson is the owner of Hermes Enchanted Garden, a boutique early childhood program in Lower Alabama. Starting as a home-based daycare, her center has grown into a thriving, community-driven school that blends classical education, family values, and a strong sense of connection. Beyond her role as a business owner, Neshanta is deeply committed to servant leadership, fostering an environment where families, staff, and children feel like an extended family. In this episode, she shares how she built a family-centered school culture where staff and parents feel truly connected. Neshanta...
info_outlineChild Care Rockstar Radio
Kris welcomes The Sisters, Sister M. Mercedes Diaz and Sister Maria Consuela Garzón of St. Francis Daycare Center in Alton, Illinois, who also just happen to be the winners of the 2024 Child Care Rockstar Contest! In this episode, the sisters share their journey of leading a 45‑year‑old institution, discussing their leap into early childhood education without prior daycare experience, transforming systems post‑COVID, and embracing a “whatever it takes” mindset. Their story reveals the heart, courage, and excellence that define a true ECE rockstar. Key Takeaways: ...
info_outlineChild Care Rockstar Radio
Jacob Jensen is the Executive Director of The Learning Station, a Christian-based child care organization in Myrtle Beach, and a coach for the Child Care Success Company. As a husband and father of two boys, Jacob is dedicated to providing exceptional early education while upholding core values like positivity, family, and excellence. With three schools serving nearly 500 children, Jacob focuses on empowering leaders and driving success in the child care industry. He is passionate about building strong communities and helping child care businesses thrive. In this episode, Jacob...
info_outlineKris 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.
[39:45] What it really means to lead with empathy and insight.
Quotes:
-
“I love the mission behind the space. I love having kids and then dropping my kids off every day at childcare centers. So every day I see operators. And it’s been fun to live the professional journey in parallel with, you know, the personal journey of raising kids.” — Brett [6:46]
-
“Our thesis is to provide the best unified platform experience for staff and parents from a digital experience perspective.” — Brett [10:12]
-
“That’s the most important aspect of the family journey when they’re seeking care, is that you need to execute a great tour. If you don’t, that’s the make or break point, where a family is either like, I’m in or I’m out.” — Brett [23:02]
-
“Yeah, you have to get your teams excited about engaging and selling your school. It shouldn’t be a dirty word. We have the opportunity to serve this family. Sales is service, and so let’s just use that service mindset and get our teams excited about being able to win that family over so that we can actually make a difference in the life of that child.” — Kris [28:19]
-
“The first thing we generally ask is what’s your customer journey, and have you mapped it out?” — Brett [33:09]
Sponsored By:
ChildCare Education Institute (CCEI)
Use code CCSC5 to claim a free course!
Mentioned in This Episode:
The Child Care Success Company
The Child Care Success Academy
Childcare Education Institute: use code CDARenewal22 to get $100 off your renewal