Master Your Client Experience
Stand out from the crowd.
But how do you do this? Everyone has a free offering, everyone has a killer website, and everyone offers the same services.
While, this may or may not be the case, let’s focus on what you can do to start standing out.
Enter the client experience.
What is the client experience you ask?
The client experience starts from the first time you make contact with a potential client and is an accumulation of every single interaction with your client during their entire client life cycle*( point of interest to post purchase).
And this, fine ladies and gents, is the single most important element of your business.
As the market get smarter, the one thing that will never disappear is the drive for connection. Regardless of if we are doing transactions online or offline, we are still human beings that crave (and need) emotional, human connection.
Think of the last time you went to buy a particular item. You knew what you wanted, you knew your price range and you knew what how you wanted to be treated when inquiring about the product.
Here’s an example. It’s March 1st and you just moved. You need to get internet installed and haven’t chosen which company to buy from. You call the two biggest competitors to see which one offers the service best suitable for you.
Company A makes you hold for 45 minutes before you talk to someone, then you are put on hold 4 times before someone can answer all your questions. The final cost is 40 dollars out of your price range, and the person you are speaking to is acting like they have better things to do you.
Company B makes you hold for only 5 minutes. The person on the other line is extremely friendly and is answering all your questions with willingness and ease – and some great puns. You are put on hold once, but only to transfer you to the billing department, where you are happy to make a payment that is within your budget. Company B follows up 3 separate times after this initial call to make sure you are a happy customer.
Company A doesn’t even follow up to see if you did want to do business with them.
Which company had a better client experience? Company B, hands down.
Customers want to be nurtured from the time they show even the tiniest bit of interest in you and your business.
They want to be WOWed, and why shouldn’t they? But more importantly, why wouldn’t you want to wow them?
The client experience, is one of the main components of your business and your brand. It’s a very real example of what it is like to work with you. It shows that you’re professional, that you value your clients, and that you’re taking your business seriously.
Not only is this the best way to get and retain clients, it’s the best way to bring your business to life.
So……. how do you do this?
1.Have spectacular customer service: The best way to have spectacular customer service is to be as friendly as possible. Having a bad day? Grin and bear it sweet pea. You’re running a business now. Also, make sure that your emails don’t contain any typos i.e. proof read. Make sure to always attach email attachments and check hyperlinked text. Customer service makes you look professional and that you are running a exceptional business.
2. Have a solid onboarding procedure: This is important for all areas of the online business world. I’m talking about having a contact, an invoice, a welcome packet and a kick start meeting. This is going to set you up for a very successful relationship between you and your client, in addition to building on your already amazing customer service.
3. Have regular check ins and welcome client feedback: If you want to grow, you need to learn where you are falling short for your clients. Now I know constructive criticism is hard for a lot of us to hear, but this is non negotiable. Having regular client check ins will show your client that you are committed to doing the best work possible (in addition to showing interest in their business). Bonus, make sure you actually listen to what your client has to say, regardless of how hard it is to do so.
4. Laugh: Honestly, I know this is cliche, but I’m serious. Being happy and positive is going to change the game for you, sometimes we get so caught up in running a business, we forget to enjoy it. Don’t forget to do this, go on a trip (it can be a work-vacation if you want), take salsa lessons, learn German, do something fun, new and exciting. This will spark creativity and make you show up for your clients in new and inventive ways.
5. If/when your client relationship ends, have an exit review: Sometimes we overlook this in our business. It’s important to get feedback so you can correct anything that could be holding you back. If you are already having monthly client check ins, don’t forget this. We’re all humans, and sometimes people will only share their true feelings when they know you aren’t going to screw them over. It can be uncomfortable, but if you are committed to your growth, you’ll be sure to do this.
Looking to improve your client experience? I’ve got just the thing.
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