How To Optimize Your Client Experience
Nov 04, 2021
Creating a positive client experience is so important for your business. It helps promote loyalty and encourages your clients to vouch for your services. Every touch point from onboarding through offboarding needs to be carefully curated for an ideal experience for your clients.
Each step of the client journey takes valuable time that you may not have, so we wanted to share some tips on how to improve your client experience AND save time. If you’re just getting started with your online business, then this is a great outline for setting up your client experience. Or maybe you're just looking for ways to save time and scale your business. Either way, these tips are for you!
Automation is AWESOME!
There are so many great tools designed to help you automate at each step of your funnel. Email campaigns, scheduling, invoicing… pretty much any touch point with your client can be automated with the right tools.
We prefer using Kajabi
because it has all the features we need to connect with our audience. You can check out our blog here
to learn more about Kajabi
and if it’s the right fit for your business.
The important thing is to find the right tools for you. We know service providers who’ve had success using Honeybook, Dubsado, Calendly... So take some time to investigate the options - it’s a small amount of time upfront that will save you so much time in the long run.
Setup a Checklist
Onboarding new clients can be overwhelming if you’re not organized. Using a checklist to make sure you’ve hit all the high points helps you out and it creates an ideal client experience. The checklist should guide your clients by showing them all the important information as well as telling them what steps to take next.
You want your client to always feel like they made the right decision by trusting in your services, so put yourself in their shoes. Think about what the experience is like for a brand new client and create a checklist that helps them navigate your world. This way you can preemptively answer questions and make your client feel comfortable moving forward.
Using templates to create a checklist will help you save time and stay organized. We design lead magnets and workbooks to help you build a checklist and onboard new clients. All you have to do is drop in your brand elements and pertinent information and you’re ready to go!
Create a Client Portal
Having a place where your clients can find information, ask questions, and provide their information will save you so much time! This one goes back to having the right tools but we wanted to highlight how important it is to create this space for your clients.
When you’re choosing tools for your business, make sure they include features that allow you and your client to stay connected. There are so many options to choose from and they all have advantages and disadvantages. Just make an outline of your processes from onboarding to offboarding and use tools that support your client experience.
Once you’ve found the right platform for your business, you can create a space for your clients to stay connected - emails, invoices, progress reports, contracts, schedules… any information your client needs. It’s a better experience for the client if the information is readily available and it saves you a lot of time.
Always say Thank You!
Saying thank you takes very little time (especially if you set up automations) and it makes a huge difference. Sending a note of appreciation adds a personal touch that reminds the client why they came to you in the first place. It also gives you a chance to follow up and get helpful feedback.
Every aspect of your client experience - from hello to thank you - should be thoughtful, organized, and helpful. An outstanding client experience will help set you apart and encourage potential clients to take the next step with you.
*We are an affiliate of Kajabi and as a result we may receive a small commission if you sign up using our link. This is at no cost to you. And we would recommend Kajabi regardless because we personally use it ourselves.