Charity Mahone on VIP Days & Client Boundaries

In this episode of Looks Good From Here we chat with Charity Mahone, Squarespace designer and strategist, who shares how she built a thriving design business using her signature "Website in a Day" model and why setting firm boundaries actually attracts better clients. Watch the video or continue reading below.

From Kitchen Table Startup to Successful Design Studio

Charity Mahone's journey into web design began at her parents' kitchen table about ten years ago. After graduating from college and grad school, she applied to countless jobs with no success. While caring for her grandmother who had moved in with dementia, Mahone found herself with time but not the availability for traditional full-time work.

"I probably applied to like 90 jobs. I'm applying to places I know I should be able to get," Mahone recalls. After talking with her father, who encouraged her to pray for direction, she had a dream that showed her the path forward into digital services.

What started as social media management eventually evolved into web design. "I just started disliking [social media]. Every time you pull open an app something's new and you have to relearn it every day," she explains. The constant changes and unrealistic client expectations led her to pivot toward web design, where she found more autonomy and creative satisfaction.

The Birth of Design in a Day

Mahone's signature VIP day model emerged from asking a simple question: "How can I create the website that a client needs faster?" She recognized that many beginning businesses follow similar patterns, requiring the same basic navigation and page structure.

"When you're just starting out, your goal should be, how can I get to the market quicker?" Mahone says. The VIP day model also addresses price accessibility. While some clients can't afford a $5,000 custom build, they can invest $2,500 to get their business online quickly.

Today, VIP days represent nearly half of her business, allowing her to capture clients she previously had to refer out while freeing up time in her schedule.

How VIP Days Actually Work

The key to successful VIP days is understanding that the intensive day itself isn't when the work begins. Mahone has developed a detailed pre-production process that sets each project up for success.

Pre-Production Requirements

During the discovery call, Mahone narrows down the project scope to four pages and determines whether the client needs a copywriter. "Depending on their hesitation, I just tell them, 'Hey, we're writing your copy. You hesitated too long. I'm not a believer,'" she explains.

Three days before the kickoff call, clients must complete a detailed questionnaire and submit all content through a project board. The consequences for missing this deadline are clear and stated in the contract: "If your content is not submitted, you forfeit your VIP day. You've lost your deposit."

This boundary-setting is critical. "I wanted to go to school for law school," Mahone jokes. "I'm highlighting, I'm bolding, they're seeing this." A project manager follows up with clients to ensure deadlines are met.

The VIP Day Timeline

The actual VIP day follows a structured schedule:

9:00 AM - Kickoff Call: Mahone reviews the questionnaire, clarifies questions, and discusses aesthetics. "I'm dating them," she explains. "Tell me what you don't like. Do you like pill-shaped buttons? Do you like rounded buttons?"

9:30 AM - 4:30 PM: Design and build time, incorporating all client preferences and content.

4:30 PM - 5:00 PM: Internal review process before the final presentation.

5:00 PM - Final Consultation: Mahone walks through design choices and gathers feedback.

Post-Consultation: Clients have up to two hours to submit revisions, which are implemented before the site goes live.

The Power of Boundaries

Throughout the conversation, Mahone emphasizes the importance of setting clear boundaries in her business. Her email auto-reply is a prime example, not only setting expectations for response times but also including links to her various services.

"I can't afford to check my emails all the time. That's an unrealistic expectation," she says. The auto-reply helps direct clients to the appropriate next steps, whether that's booking a consultation or purchasing a specific service.

She's also learned to lean on her project manager, Latana, who handles most client communications. "If it's really important, she'll screenshot it and text me. But if I don't get a screenshot, it wasn't that serious."

These boundaries have proven attractive to high-ticket clients. "They enjoy that. They like that you have boundaries. They know that if they want more access to you, they have to pay more money."

Working with Family

Mahone runs Mahone Studios, a content studio, with her brother David, who is a photographer. The partnership emerged naturally as they found themselves collaborating on projects and referring clients to each other.

"I really enjoy working with my brother. We work together really well. He's really creative," she says. While David prefers to focus on the creative execution, Mahone enjoys the project management and setup process. "I like to be a part of getting to the creative spot."

To maintain their sibling relationship alongside their business partnership, they've implemented boundaries. Every Wednesday, they have a FaceTime meeting dedicated solely to business. "When I hit him up later on, this is a personal call," she explains. "We had to set that in stone because every call was business."

The Role of Faith in Business

Mahone is open about how faith shapes her business journey. "My journey started with God. I just would feel a little disloyal to not include him with the journey," she explains. Her faith isn't a marketing strategy but a genuine reflection of who she is.

She's found that many clients appreciate this authenticity. Some have even requested prayer during challenging moments. "I remember we were in a meeting and the client was just so frustrated. I said, 'Did you want me to pray for you?' And she was like, 'Yeah.'"

Showing Up Authentically

One of Mahone's strengths is her genuine presence across all platforms. "It's okay to be yourself. The people that are for you are going to come. They're going to find you," she advises.

This authenticity stems from years of customer-facing roles, from working retail at Aeropostale and Victoria's Secret to growing up in the church. "I've always been forced to be in a position where I'm having to interact with people and over time you just get to a point where you know what, I'm just going to be myself. It works. It's the easiest thing to do."

She's noticed that clients sometimes present differently online than they do in person. "They're really cool on Zoom, and then they get on Instagram or TikTok, and they're totally different." Her advice? "If you show up and you're not yourself, you're going to attract the wrong people anyway."

Audit Services for DIY Builders

For clients who aren't ready for a full website build, Mahone offers audit services. These are designed for individuals who have DIYed their site using a template but want expert guidance on improvements.

"That's for the individual who DIY their site and they necessarily do not have the budget to pay somebody to come in but they want an expert to tell them how can I make this better," she explains. The audit includes either a Loom video review or a consultation call, depending on client preference.

This lower-price-point offering allows Mahone to serve clients at various stages of their business journey while maintaining appropriate boundaries around scope.

Design Philosophy and Tools

Mahone discovered SquareKicker during the pandemic and immediately saw its value. "I can give clients what they want. They're always saying I want that pop," she recalls. The extension allows her to create engaging websites with animations and effects without extensive coding knowledge.

She particularly appreciates that she can train her design assistant on the tools. "I can walk them through how to use it instead of just saying, 'Oh, you got to add this little piece of code in here.' It made things move faster."

When designing, Mahone focuses on making clients feel welcome while showcasing their work effectively. Her own site features embedded testimonials, including recorded client interactions that provide a more dynamic alternative to traditional text reviews.

For her SquareKicker Template, Downtown Zen, she specifically addressed the wellness space, where sites can often look generic. "The usual thing they tell me is they don't want their site to look generic," she says. By using an unexpected fiery color palette instead of the typical blues and greens, she created a template that appeals to confident, metropolitan clients.

Client Lessons Learned

Even with careful systems in place, unexpected challenges arise. Mahone shares that domain transfer issues with GoDaddy recently turned a perfect VIP day into a frustrating experience. "GoDaddy was not trying to free her domain. It was a lot of back and forth," she recalls.

Her advice? Continue refining your vetting process. After one VIP day client needed extra time due to unexpected circumstances, Mahone realized she needed to dig deeper during discovery calls to ensure clients are truly ready for the intensive format.

Finding Balance

Outside of design work, Mahone prioritizes gym time in the early afternoon. "This is where the papas, the mimosas go, the retired people. For a second, I feel like I'm retired too," she laughs. The gym provides a rare space where she must be fully present, unable to multitask with emails or client work.

She also carves out intentional time with family, whether that's watching Shrek 3 with her dad or spending time with her mom and brother. Recently, she's been watching lighthearted content. "I watch TV to ignore what's happening in the world."

The Path Forward

Mahone's business continues to evolve, with her VIP day model representing a growing portion of her work. She's also relaunched her YouTube channel, creating content that fuses faith and business.

For designers considering a similar model, her message is clear: ask questions, refine your process, and don't be afraid to set boundaries. "How can I create the website that a client needs faster?" This simple question led to a business model that serves clients effectively while allowing Mahone to maintain balance and deliver exceptional results.

Connect with Charity Mahone at charitymahone.com or on Instagram @charity_mahone to learn more about her VIP day intensives and see her latest work.