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REDEFINE PODCAST
The Ultimate Client Experience
If you want to become memorable, in your business, you need to create the ultimate client experience. Your clients want to be seen and heard. They want to genuinely feel like you care about them. When we create a great client experience people will talk, and we all know this the best marketing tool EVER!
What is a client experience?
Your client experience begins as soon as someone has that initial first impression of you. It begins before they are even clients. A client experience is how you make potential clients and clients feel throughout their experience working with you and beyond. This feeling might start when they following you in Instagram, but can last long after the project has finished. I often say if my clients don’t feel like I am their business BFF, then I didn’t do my job!
Website
When it comes to your website, this is typically the first step in the process. Design your website to attract your ideal client, ensure your copy speaks to them and they feel a connection. You want your ideal client to feel like you are talking directly to them. Make sure your brand is cohesive and reflects your brand. This is why it is really important to know and understand your ideal client so you can relate to them. Think of your website as a first date and your social media as your second and third date when you really get to know a person.
Social Media
Social Media is your opportunity for your audience to really get to know you. You have the ability to really build the know, like, and trust factor. This is the chance to not only position yourself as the expert, but to really connect and relate to your audience. I you want to relate to your audience you have to really understand your audience.
If your ideal audience is a stay home mom that lives in chaos, then it’s okay to show up a little disheveled. She might relate to that and feel like you get her. If your ideal audience is someone who wants their life to be organized and controlled, then it is important that you show up put together. You might be a hot mess behind the scenes, but when you show up in your business pull it together!
Social Media is a great tool to show your audience you value them and you want to help them. Keep that in mind when you create content. Also, something important to remember this is also a time to connect with your audience. It doesn’t have to be all business. Throw in some humor and vulnerability.
Next steps
When your ideal client has resonated with your website and/or social media the next step is to get in touch to inquire about how they can work with you. You want to make sure it is clear and obvious as to what the next step is. If you offer more than one service or product let them know of the various ways they can work with you. If you have a contact page try to avoid using terms like contact me, but instead tell them exactly what the next step is. For example, you could say schedule a consult with me, get my price list, or apply to work with me.
Side note: you need to maximize your time and you don’t want to waste time on a consult or answering emails if they are not serious about working with you. Make sure you are clear and transparent about who you work with.
Once a client has reached out to you whether it is through a scheduling app or an email make sure to respond immediately letting them know you received their email and you will get back to them within a specific amount of time. If too much time passes your potential client might feel put off.
Pro Tip: If you find yourself typing the same email over and over again, use a template that you can customize. Even better and this is what I would highly recommend setting up an automation to ensure your potential client get’s an immediate response.
The booking process
You booked a client. You have officially taken your client to the next level in your relationships. Like any good, healthy relationships communication is key. You want to make this part is easy for your client as possible. You want to walk them step-by-step through the process ensuring they know exactly what they are doing every step of the way. Don’t overwhelm them with too much information upfront, consider sending several smaller emails using bullet points or a checklist. The key here is to keep things moving quickly while keeping your client informed at each stage of the process.
If your clients have to sign a contract consider using a program that allows a digital signature such as HelloSign or Adobe Sign. There are a lot of different project management systems available that will send the contracts and do the invoicing for you.
After booking
They’ve signed on the dotted line and paid their deposit. Depending on what service you offer, there might now be a wait between booking and the project starting. You want to make sure your client feels loved during this period also. This is a time to set yourself apart from your competition and dazzle them with the details.
Here are a few ideas:
- A welcome packet with any materials they might need. Use colored envelopes garnished with stickers or Wasi tape.
- Starbucks Giftcard
- Favorite book
- Coupons
- Notebooks or pens with your branding on it
- Hand written thank you card
- Helpful tips or guides
If there is a wait period before you start working together make sure to contact them 1-2 times in between to keep them excited and engaged with the process.
During the process
Depending on the duration of the process make sure that you are keeping your clients informed of what to expect or what is coming next. Send reminders, instructions and continually excitement about working with them. Stick to all deadlines and if possible, exceed them, under promise and over commit. Make every one of your clients feel like they are a VIP! If you have different price points in your business, treat your low-paying clients as if they were your VIP high-paying clients.
After the project has finished
When you are finished with the project consider sending another gift or thank card. There is no such thing as showing too much appreciation. Think of ways you can extend the client experience after you have finished working with your clients. You want to remain memorable so they will want to work with you again or recommend you to others.
Here are a few ideas:
- Send a Christmas Card or gift
- Follow them on social media and support them
- Send Birthday Cards
- Checkin with them once or twice a year
- Offer a VIP product or service
- Offer a return client discount
Consider ways you can you keep in touch with them and make them feel like your relationship didn’t just end as soon as the final invoice was paid.
Creating an unforgettable client experience isn’t all about gifting. Yes it’s nice to spoil your clients with a little gift from time to time but if you aren’t at the stage where you can afford to do this, then there are other ways to ensure an unforgettable client experience. You want to make sure your clients feel seen, heard and understood. When you connect with your clients and make them feel appreciated that creates the ultimate client experience. I promise you this will be one of your most valuable marketing tools in your tool belt!
I'm Brittni Schroeder!
I’m a Diet Coke drinkin, chocolate eatin, Netflix watchin, all-around good time! I want to show you how to grow and scale your business. Let’s be business BFFs!
