Think about the times you’ve worked with a service provider or shopped from a store and had the most amazing, unforgettable client experience. You must have felt taken care of and who you worked with really went above and beyond for you. It’s likely you raved about the experience to the people you know (hello, word of mouth!) More often than not, it’s the smallest touches that really elevate a client experience and make it truly unforgettable.
You might not think so yet, but it doesn’t have to be hard or time-consuming to implement processes so you can go the extra mile for your clients. Once set up, it’s oh-so worth it and pays off tenfold. Here’s what you should keep in mind to create the most unforgettable client experience as a service provider.
Remember, you can’t make a first impression twice. Make it count! The first interactions prospective clients have with your business will set the tone for whether or not they choose to work with you. Taking the time to invest in getting your systems and workflows set up and automated with a tool like Dubsado will mean your business never misses a beat. Imagine a world where your entire onboarding process is tailored to your client, with no extra heavy lifting from you. An absolute dream!
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 loved the enquiry process. We can get your Dubsado set up for you in a day (it’s literally called Dubsado in a day, my friend) and have your workflows working for you.
Nothing sours a client’s standard of your services quicker than poor communication. Clear communication will empower you as a business owner to manage your client’s expectations with clear boundaries, plus always ensure your clients are in the loop. One of our best recommendations is to incorporate a ‘welcome pack’ into your onboarding processes. This can be fully automated into your Dubsado workflow too, so when a new client starts working with you, they get all the information they need to have the best experience working with you. We recommend including information on:
Are you guilty of letting emails pile up in your inbox when you don’t quite know what to say? No more dumping in the ‘too-hard basket’ and avoiding your emails. Our secret weapon is to start curating a few email responses that you can easily copy, paste and adjust when a tricky or ‘oh, this one again’ conversation comes up. This is also a great tip to half the time spent managing your admin and inbox management each day!
Branding isn’t just a ‘nice to have’ anymore. A brand that looks put-together from every touchpoint not only looks aligned, professional and like ‘she means business’ – but shows every prospective and current client you work with, that you care about how you show up in your business. A client who knows you care about how you show up will remember this, and know that you’ll show up for their business in the same energy.
Did you know not only am I the Dubsado Queen over here, but we also offer website services? Yep, that’s right. The All-In-One-Launch will allow you to scale your business instantly with a fully inclusive makeover and CRM setup. Apply here!
This is the best way to ensure you’re continually giving your clients the most stellar client experience. It can be easy to overlook the small details when you’re so close to the systems and processes of your business, but every new client has a fresh perspective. This is a goldmine for you to elevate your client experience for the next person. Try not to take it personally. Implementing new suggestions can help you improve your business, it’s a good thing!
Investing in systems and processes to improve your client experience can feel like a hefty upfront investment of your time and energy (if you choose to do it yourself) or money (if you outsource) but when your processes are set up to ‘wow’ your client at every touchpoint, it truly reaffirms the value of the investment your client is making with your services, allows you to take on more aligned projects and saves you time. That in itself? Priceless.
Ready to find the right fit for you and level up your client experience? Take a cheeky peek at our services, designed with creative service providers like you in mind.