If you’re a coach, creative business owner, or service provider and your clients aren’t raving about their experience – it’s time to change up your game.
We all know that the experience and quality of your client’s experience with you is one of the most important factors in their decision to purchase from you, refer others to you or stay loyal. It doesn’t matter how great your product or service is if the customer feels like they’re just another number on a spreadsheet. So what can you do? Here are three ways to elevate your client experience:
First, you need to make sure that you have clear and well-defined processes in your business.
To do this, you need to have a thorough understanding of the steps that your clients go through from start to finish.
It’s also important to identify who is involved in each step and what their actions are.
This is a crucial step because you need to know how your clients are interacting with each step and if they are able to easily progress through the process.
It can be very helpful for this purpose to map out your client journey as a workflow. You can do this with post-it notes, a whiteboard, or a notepad and pen.
Once you have everything mapped out it’s much easier to see where there are gaps, where there might be confusion, or areas that could potentially cause roadblocks.
Once you have a clear understanding of your client journey and workflow, it’s time to get creative!
This leads us to the second way to create that amazing client experience and that is to make sure that you have VIP touchpoints along the journey.
Welcome your client with a gift. It doesn’t have to be something elaborate. A handwritten note or a coffee card is always a nice touch.
Another area where you can add some personal touchpoints is your client onboarding process.
Are you sending your clients a welcome email? Do you have a Welcome Guide?
A Welcome Guide is a great way to set expectations or boundaries and to get them excited about working together. It is also a great touchstone for new clients to refer back to throughout their journey of working with you.
It is very easy to add little things throughout their journey that elevate the experience of working with you and it is those small details added up over time that make clients feel that they matter.
Finally, elevate your client experience by centralizing your customer data and communication.
When you have multiple tools and programs that you are using to store your emails or meeting notes, you run the risk of missing an important piece of information. One way you can break down this barrier is by using a Customer Relationship Management tool.
Did you ever experience a time that you needed information from a client but you couldn’t remember if it was from a meeting you had or if they had emailed it to you?
You go searching through email folders or notes that you have trying to remember where you saw it last.
Using a CRM like Dubsado, you can create a client project that houses all your important information pertaining to your client.
All your emails, your meeting notes, and any documents that you have can be found in one centralized location.
Now you can add a client portal to the project so that your client has access to their files. Your client will appreciate this because they can always log in to their portal and know what is going on with their project.
In the portal, they will be able to have access to all the emails you have exchanged, copies of their invoices, any files or documents that are important, and any meetings that have been scheduled.
It’s more than just providing a great product or service. You also need to provide your clients with an experience that is memorable, valuable, and personalized for them – one that will live up to their expectations.
When you invest in your clients by providing them with a top-notch client journey, they will reward you with loyalty, referrals – even raving testimonials!
If you are struggling to set up these processes in your business, I can help you. If this sounds like something you’re interested in learning more about or would like some guidance on how to do it yourself – just drop me an email at firstname.lastname@example.org