6 Ways to Create a Ridiculously Good Client Experience
If you’ve ever worked with a service-based businesses or shopped at a store that made you feel like the most special person in the world, you already know the impact an amazing client experience has. Not only does it make your clients feel completely taken care, but it also makes those clients eager to come back for more, helps your business stand out from competitors, and gives everyone who works with you something to rave about. (Hello, word-of-mouth marketing!)
And more often than not, it’s the smallest touches that turn your client experience into a good one—making you and your online business truly unforgettable.
In the blog post, we’re diving into 6 things that are essential to crafting a good client experience and that are ridiculously simple to implement.
Why crafting a good client experience is worth it:
Ever gone to a really nice restaurant and gotten the absolute worst service? Maybe it was wildly difficult to make a reservation. Or the food came out all wrong. Or your server disappeared for ages. And even though what you ordered was amazing, the experience… wasn’t.
And when you have an experience like that, chances are you aren’t going to go back for more.
That’s why good client experience matters.
Because you want your clients to:
- Feel like they’re getting royalty treatment
- Want to come back to your business over and over again
- And have such a wonderful time that they tell everyone else to enquire and work with you too
Here are 6 ways to create a ridiculously good client experience
Prioritize first impressions
A good client experience starts before someone actually becomes your client. Which helps a potential client feels at ease about buying from you.
In other words, your first impressions set the tone for whether or not they choose to work with you. That’s why it’s ridiculously important to invest in getting your website and workflows set up early on in your business.
You want a potential client to land on your website, be able to find the exact information they need, and submit an enquiry (and not through a 3rd party platform like Google Surveys). You also want that potential client to get an immediate response confirming that you’ve received their enquiry and sharing how soon they can expect to hear from you.
Which brings me to my second tip for crafting a good client experience…
Communicate clearly
Nothing sours a client’s standard of your services quicker than poor communication. Clear communication will help you manage your client’s expectations with clear boundaries, plus always ensure your clients are in the loop.
A few ways you can practice clear communication are through:
- Spelling out when clients can expect to hear from you whether that’s X hours after they submit an enquiry or when they can expect their deliverables from you by
- Including a welcome packet/email in your process for new clients that share the way to reach you as well as your typical working hours and availability
- Making it clear what your step-by-step process and timeline is so they always know what’s happening and when
- Sending out reminders for deadlines, upcoming invoices, and scheduled meetings
(P.S. If you want some advice on how to communicate when it comes to less-than-ideal situations, check out this blog post.)
Set up workflows
Step into your new enquiry’s shoes for a minute. You’ve decided you need XYZ service and you think you’ve found the perfect business to work with to have it rolled out. You book a discovery call, chat with them and it’s great – but you’re doing a lot of waiting around because their back-end processes are clunky. You’re super eager to get rolling but are waiting days for a proposal with service packages. By the time you receive it, you’ve lost that initial excitement and it’s put a slight dampen on the blossoming stages of your working relationship.
Not a fun scenario!
Imagine instead, your client easily books a discovery call with you, they love your vibe and approach immediately, and you’re able to follow up very quickly with a templated, gorgeously-presented proposal in Dubsado to get their project rolling. They’re able to easily select a package, sign their service agreement, pay their invoice and get fully onboarded. The best part? You barely had to lift a finger AND your client had a breezy enquiry process.
(If you want help getting your Dubsado CRM set up with all the automations and forms you need, I can help. In fact, we can get it done in as fast as one day. Seriously.)
Know each step of your client process
This tip probably should have been number one because the obvious fact is that if you don’t know what step comes next in your client process you won’t be able to manage expectations, communicate clearly, or set up workflows to make your life easier.
So the most important thing to do if you want to have a good client experience is to spell out each step in your client process. From enquiry to sending a proposal to offboarding and asking for feedback, you should know every action that’s included in your client process.
That way, you can standardize everything (even things like the emails you send to clients over and over again) and can lead your client through a seamless experience.
Keep everything consistent
To deliver a good client experience, consistency is queen. And that means your processes are the same, your communication is the same (whether that’s the info you’re sharing or the tone you’re writing in), andddd your branding is the same.
Because the fact of the matter is, branding isn’t just a “nice to have” anymore, it’s an essential. Not only to make sure that clients take you seriously, but also so that clients feel like they can trust you to be consistent with everything you do and deliver.
From your website branding to your enquiry forms to contracts and proposals, you want your beautiful branding reflected in all of it to help turn your client experience up to another level.
(And if you want to bust out both a beautiful website and beautiful forms, plus an entire CRM set up to support you in delivering a 5-star client experience, I offer in all-in-one service!)
Ask for feedback
The best way to know whether or not you’re delivering a good client experience is to ask your clients. (Obviously!) Because not only can it be easy to overlook the small details when you’re so close to the systems and processes of your business, but your clients are also the ones going through the process. And that means they have ridiculously useful insight about what was confusing, what made their experience stellar, and everything else you could want to know.
(It can also give you vital information about what’s drawing clients your way!)
A few questions you might want to include in your feedback form are:
- Why did you choose to work with me?
- What was your favorite part of the process?
- What is one thing that I could do be better?
- Were there any parts of the process you felt unclear about?
If the answers aren’t what you want to hear… try not to take it personally. All it means is that your client experience will be that much better next time.
Crafting a good client experience boils down to considering the person on the receiving end
It’s about anticipating your client’s needs and questions and crafting an experience that helps them feel guided (and delighted) throughout your time working together.
And the best part is… not only will having a good client experience mean that your clients are happier, but it will make your life easier, too. Because, you’ll get more repeat clients, more referrals, and feel way more ridiculously clear about every step of the process you’re leading clients through.
Ready to level up your client experience? Take a cheeky peek at my services if you’re looking for me to do it for you, or pop into the Behope Studio Shop, if you’re someone who likes to DIY it.
If you found this helpful, share it on Pinterest!
