Nick Brown, Castillo Mobile Ciagr Lounge - Greenville, SC
How CASTILLO MOBILE CIGAR LOUNGE got out of its own way and Into a Business That Actually Books
A 17hats build that transformed a chaotic inquiry process into a polished, automated client experience so Nick could focus on the events, not the admin.
SERVICE PROVIDED:
17hats Setup for a luxury mobile event service, Castillo Mobile Cigar Lounge
ABOUT THE CLIENT: Nick Brown is the owner and cigar sommelier behind Castillo Mobile Cigar Lounge, a concierge-style mobile cigar experience based in Greenville, SC. With a team that includes expert rollers and tobacconists, Castillo brings premium cigar lounges to weddings, corporate events, golf tournaments, and private parties across the Carolinas and into Georgia. The brand and the photography are polished. The events are memorable. The business just needed its back end to catch up.
BEFORE WE STARTED: Nick had 17hats but wasn't using it. Leads came in through an inquiry form and sat there, sometimes for weeks, without an automated response or a clear next step. There were no workflows, no email templates for different event types, and no pricing structure that felt confident enough to quote from. He was rebuilding the wheel with every new inquiry, starting from scratch each time a lead came in. He knew the problem. He just didn't have the time or the system to fix it.
OUR GOALS:
Give every inquiry an immediate, professional response so leads never feel ignored
Build workflows that move a lead through the booking process without Nick having to manually manage each step
Create email templates for every stage of the client journey, from inquiry to post-event follow-up
Nail down a clear, tiered pricing structure and load it into 17hats so Nick has real numbers to quote from
Set up a post-booking questionnaire so Nick's team knows the event details before day-of
THE WORK: A DONE-FOR-YOU 17HATS BUILD FOR A LUXURY EVENT PRO
The strategy came first. Before we touched a single workflow, we spent time working through something Nick didn't have: a pricing structure he actually believed in. His existing prices weren't generating the margin he needed, and that uncertainty was making it hard to respond to leads with confidence. We worked through the numbers together, landed on tiered packages for each of his four services (Brunch, Mobile Lounge, Tabletop Bar, and Hand Rolling), and got those packages loaded into 17hats as products. From there, building the automation was straightforward.
Here’s what we built:
3 workflows covering the full client journey from inquiry through post-event
Automated inquiry response email so every lead gets an immediate, professional reply
Post-booking questionnaire to capture event details before day-of
Email templates for each stage of the workflow, customized to Castillo's voice and event types
Tiered pricing packages for all four services, loaded into 17hats as ready-to-use products
Organized pipeline so Nick can see exactly where every lead and client stands at a glance
THE RESULTS:
Hours saved / time reclaimed
Inquiry response is now instant and automated, no more leads sitting unanswered
Client quote or sentiment (if available)
Nick can focus on the events instead of chasing his own inbox
FEATURES:
3 workflows built in 17hats
Automated inquiry response email
Post-booking questionnaire
Email templates for all workflow stages
Service packages with tiered pricing, loaded as 17hats products
Pipeline configured for lead and client tracking
RESULTS SUMMARY:
Inquiry process is fully automated
Pricing is locked, loaded, and ready to quote
[Third outcome from Nick]
Ready to see what this looks like for your business?
If you're running a luxury event service and every new inquiry feels like you're starting over, this is what's possible when your back end actually works.
When the systems work, you get to focus on the work that actually matters. Let's get you there.
