DECEMBER 2, 2020 · SIMPLY PROFITABLEPinTweetShare
It tends to be one of the last things we think about, but the client experience is a vital part of what you do. A good experience can decide whether a one-time client will become a repeat client. It can also get you powerful testimonials and determine if your clients will refer you to their friends. Plus it will allow you to charge more for your services!
When I started offering my WordPress development services, the experience I gave was an afterthought. Luckily, I didn’t run into any bad situations, but since giving my client experience the attention it deserves I’ve had several designers tell me that working together was the best experience they’ve ever had with a service provider.
You can create that level of experience too! To help, we’ll cover 5 simple ways to create an amazing client experience!
communicate + update
While the idea is simple, it’s so often missed. It’s so important to tell clients what to expect at each step of the process. Communication starts as soon as a potential client inquiries about your services and doesn’t stop until the support period is over (and it never hurts to have a couple extra follow-ups either!).
Each time you communicate with a client, that message should end by telling them what to expect with the next steps. For example, after an initial inquiry you might tell them that they can expect to hear from you within two business days with a proposal.
This communication style should carry all the way through the process. I personally do this in my business through inviting my clients to an Asana project where they can see a list of my big-picture tasks and due dates. This way, they always know where I’m at during our project.
Then, I check in every Friday with a quick message in Asana to provide an update. Even if it’s just to say that we’re on track. Bonus points if you can give them a sneak peek at your work along the way!
While regular updates are great for the experience you give your clients, it’s also helpful for you. Clients won’t pester you for updates if they always know where you’re at in the process!
do what you say you will
This is another simple tip that I wish didn’t need to be pointed out, but here we are! If you tell your clients you’re going to do something – do it!
It can be anything from saying which day they can expect to see the first draft of their website design to saying you’ll include a blog post template when you deliver final files.
Be sure to keep note of things like this in Asana or Trello so you don’t have to worry about forgetting. Add these items at the start of the project so everything is set up properly.
Teach your client that when you tell them something that they can expect it to happen. This will also make them more likely to return the favor.
And if you can surprise your clients and deliver ahead of schedule, even better!
Giving your clients something more than they expect can add so much to your project. This doesn’t have to be something expensive or time consuming.
A couple of my favorite options include:
- Social media graphics to help them celebrate their launch
- A blog post graphic template
- Instagram story highlight graphics
- Simple business cards
- Customized icons
- Delivering the finished brand or website before you say you will
Some of these examples are “bigger” than others, but hopefully they’ll get you thinking. Anything will get your client excited!
Consider items that you can create a reusable template for. For example, if you create graphics to help a client with their launch, you can create one set of templates that you customize for each client. Easy!
share your excitement
Your clients want to know that you’re excited about your project with them – show it!
Similar to the various ways you can overdeliver, there are many options for sharing your excitement as well.
For example, you can:
- Let clients see how excited you are about the logo concepts you’ve created when you record your walk-through videos.
- Send a message while you’re working on website mockups just to let them know that you can’t wait to see the difference the new design will make once they launch.
- Give a behind the scenes look on social media (even if you can’t share many details) and talk about how much you love the client you’re working with.
Your excitement will be contagious and give them an amazing feeling throughout the project. Another super-easy way to create a great experience.
send a gift
Don’t worry, if you choose to send a gift it doesn’t have to cost a lot. Promise!
It can be as simple as a hand-written card, a postcard through Postable or a $10 Starbucks gift card. If you’re really adventurous, you could even find a coffee shop local to your client that does online gift cards and grab one of those instead. Such a fun and personal touch!
You can also send physical gifts like Brightbox (my favorite), Greetabl, or Boxfox (if you want to go a little bigger).
I’ve even gone as far as placing bulk orders of office supplies from Rifle Paper Co and making a custom package for each client. Each client would get a folder, notebook, two pencils, two coasters, and an enamel pin, all matching their brand colors as closely as possible. It was definitely time-consuming, but also a lot of fun.
What you do is up to you, but everyone loves getting something fun in the mail!
how can you improve your client experience?
Hopefully this post showed you what you can do to create a better experience for your clients while also helping you see that it can be easy! None of what we covered is complicated, but it does take a little thought.
Take a look through what we’ve gone over today and pick 1-2 ways you can improve your client experience starting today!
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