At some point, all entrepreneurs who are in the business of helping people wonder how to improve client experience within their standard operations.
If you’re anything like myself and my clients, we care about our people. I want the process to be easy for both of us from the moment you first reach out until we part ways after your Dubsado is set up and ready to go. I want you to feel good about choosing me, and excited about the experience you can offer your own clients.
Client experience is similar to customer service, but includes more than just the interactions you have directly with clients. It’s the entire process they follow; the flow from Point A to the result of Point B when they’re finished working with you. That experience should feel good—so good they want to tell everyone about it.
If you don’t know what I mean by the term CRM, check out this blog post too. Once you’re up to speed… You need a CRM if you want to grow your business. These tools are not only good for you to save time on busywork by automating key aspects of your processes, but they improve the client experience you offer.
How does a CRM like Dubsado improve your business? Here’s a few reasons:
When certain aspects of your processes are automated, it actually serves your clients better than if you were to do it manually. Here’s a scenario…
You have an online coaching business, which means that you spend a lot of time on client calls. At least 2 days per week are packed with back-to-back calls, so you don’t get to spend much time in your inbox on those days—at least not until after hours.
In the morning, you get a lead. They need information about your services, but you don’t have time to send that email with the appropriate information. Another lead you replied to yesterday wants to schedule a discovery call. A client signed a contract and is waiting for their onboarding homework. You can’t do anything about any of those to-dos, but you see the unread email number climbing as the day goes on.
At 5pm, instead of clocking out, you spend another 2-3 hours replying to emails and crossing off those small administrative tasks. You feel stressed, tired, and your clients aren’t sure what to expect from you. Yuck.
What if I told you that you can automate all of those tasks?
Sounds nice, doesn’t it? That’s what automation can do. That’s why you need to identify what you can automate if you want to improve client experience in your business.
After identifying the areas of your business that you can automate, you need to create a client experience map. How does a lead move through onboarding, to working with you, to wrapping up a project? What touch points do you need to lead? What variables should be noted? What’s similar across all projects and where do you need wiggle room for customisation?
A client experience map is like a bird’s eye view of your standard operating procedures. By outlining this in the beginning, it’s easier to spot inefficiencies, bottlenecks, and areas of potential friction, so that overall you can improve client experience.
I don’t know about you, but I’m a huge advocate for client gifts. The people I work with are so inspiring and deserve to be loved on a little extra, especially because I’m so thankful they trust me with their business.
Stuck for client gift ideas? Here’s some you can draw inspiration from:
If you need help with the execution, you’re going to want to enroll in my free course: 7 Steps to Automation. This course teaches you how to automate aspects of your business in a way that improves the client experience for your people. It also helps you choose a CRM, and get started creating a client experience map. See you inside!
TRADE HUSTLE FOR EASE.
FIND THE FREEDOM TO GROW.
I like to drink my flat white while it’s hot—it’s the little things, right? You can enjoy your morning coffee too by creating systems that work for you. Client experience is my specialty and through automation with Dubsado, I help you find the freedom to actually enjoy your business.