October 5, 2020
Let’s pop some bubbly because, hey, you’re booking clients!!!! These clients have invested in you and your services and now they’re trusting you to deliver (heh, no pressure!). The most important thing you can do is make sure that they’re happy. Of course you want your clients to be satisfied with your work, but I believe that it’s actually more important for them to be satisfied with the overall experience of working with you.
Why? Because I’d argue that your client is probably the most important part of your business. I know, I know. That’s a big statement. But, hear me out…yes, your talent and services are obviously an important aspect, but if you don’t have a client that you can serve with your talents and services, you don’t really have a business. Plus, clients are what make you money, right?!
You want to ensure that your clients walk away not only wanting to work with you again, but also raving about your services to all of their friends! How can you do this? Well, by giving them an excellent client experience, of course!
Whether you have 1 client or 100 clients, it’s extremely important to make their experience your top priority because this is what’s going to help your business grow. It will help you keep your current clients around and book more clients.
Here are 5 ways that you can improve your client’s experience today!
No one wants to feel like they’re just a number, so make your client’s experience more personal by pulling in information relevant to their project or inquiry. Even if you’re using canned emails, go in and tweak them so that they’re tailored to each client by including names, specific dates or a line about their individual project. This shows that you actually read their email and will make it feel like they’re receiving a response from you and not just another canned reply.
I’m sure there are some questions that you get asked over and over again, right? Keep note of these and try to answer them for your clients before they have a chance to ask them. This can be done through an FAQ page, a PDF or in your email communications. Anticipating and answering questions before they’re asked shows your expertise and helps your client rest assured that you know what you’re doing!
Communication is key to any good relationship, including business relationships! It’s important to check in regularly with your client and make sure that you’re both on the same page. This helps establish trust between the two of you and it helps put your client at ease knowing that you’re on top of their project. You may not need to hop on the phone every week, but it’s a good idea to check in via email every once in a while throughout the scope of the project, when something changes, or whenever needed.
One of the easiest ways to keep your client happy and satisfied is to be very clear on what they can expect right from you. Here are some important things to clarifying for your client at the start of every project:
Your business hours and response time (can they expect to hear from you any day, any time? Or will you only be responding to emails on certain days and certain hours?)
What’s included in the services they’ve booked you for
When they can expect the project to be complete
What you’ll need from them and any deadlines associated with those needs
Set clear expectations for your client and then exceed them! This can be as simple as telling your client that the project will be done 3 days before their wedding, but completing it a week before. You can give them additional content that shows your expertise, such as templates, blog posts, or tutorials. Clients are also always impressed by fast response times, so try to return emails as quickly as possible. Under-promising and over-delivering makes your clients feel more confident in their choice to work with you because you’re showing them that not only can you do the work, but you can do it well.
Your current clients have already decided to work with you, probably because they liked you and your services, right? Use that to your advantage! Ask them for feedback on their experience of working with you. See if there’s room for improvement or if there’s an aspect that you could play into even more. I always like to do this at the end of the project, but you can check in for feedback anytime!
There ya have it! 5 ways that are sure to improve your client experience and keep them happy and coming back for more!
Looking for an easy way to implement and automate these strategies? Check out Honeybook, the Client Relationship Management system that I use to run my business! Honeybook allows me to set up editable canned emails, deliver PDFs, templates, questionnaires and other files effortlessly, and create personalized workflows for each client based on wedding dates. Plus, it makes viewing proposals, signing contracts and issuing payments a breeze on their end, which…yep, improves their client experience! It’s got everything I need to keep my business running smoothly and efficiently and ensures that I’m giving my clients the best possible experience! Try it free for 7-days and use the link below to receive 50% off your first year!
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