WAY' / WELCOME
Robyn MacNeill Co. respectfully acknowledges that we operate from the unceded territory of the Sylix Okanagan People
I often talk about client experience, as it can easily make or break a business for an online entrepreneur. And yet, we have a skewed vision of what a true client experience looks like.
❌ Gift boxes and feedback forms given at the end of your time together are NOT a client experience.
They are 2 small parts, but there is a lot more to this picture that many people are missing.
👉 Onboarding: Ensure you have a streamlined, intuitive experience for your clients to be onboarded into your services. This includes automations, digital forms, properly linked software, and the feeling that you have your sh*t together.
👉 Contracting: I learned this from @becometheauthorofyourlife. It’s not enough to send a contract, you should always be practicing contracting throughout the relationship. This means continually establishing contractual boundaries, and checking in with the client to ensure that their needs are being met.
👉 Rapport: This one gets missed a lot but is vital to the success of your clients. Every week you should be looking for ways to create rapport with your clients, including interacting with them on a regular basis.
👉 Communication: Meet your clients where they are at, and ensure you have consistent communication with them. Even if it’s just “hey just checking in on you today”. Communication is a key way to establish yourself as a leader or expert in the relationship.
👉 Feedback: Be open to it DURING the contract, not just after. You shouldn’t be growing for your NEXT client, you should be growing with this one.
👉 Framework: Have a quality framework for your team and clients to follow (think SOP’s) to ensure that the integrity of the relationship is being maintained.
👉 Continued Client Relationships: It doesn’t end at the end of the contract (and in reality you should have ways for your clients to re-sign with you – yes even if you do VIP days and project work!!!). Your clients invested in you, spent time with you and they deserve to be given attention even after the relationship ends. Set yourself a quarterly reminder to check in with past clients. You never know, they might become a current one again 🤷🏼♀️
There is a lot more to client experience than I can share in a blog, so if you want to learn more, contact me about client experience trainings and services.