Revenue Growth Strategies from Our Luxury Customer Experience Workshop

If you’re deep in the world of calligraphy like I am, you know how crucial it is to not just serve your clients, but to wow them. I recently ran a customer experience workshop focused on this very idea—transforming every client interaction into what I like to call a luxury customer experience. Today, I’m going to share the highlights with you. I want you to make each client feel like a VIP, which will not only help justify your rates but also boost your bottom line. Let’s get into it!

Step 1: Master Your Client Workflow

What’s a Client Workflow Anyway?

Think of a client workflow as the journey you and your client go on from the first “hello” to the final “thank you.” It’s the backbone of your business operations, ensuring you deliver your services smoothly and consistently. Getting this right is your first step to showing your value as a top-notch service provider.

Why a Killer Client Workflow Means More $$$:

At our recent customer experience workshop, I shared how a well-designed client workflow can significantly boost your revenue and elevate the luxury customer experience you provide. Streamlining your tasks means you’ll spend less time on repetitive manual work and wondering what you have to do next. This frees up valuable hours, and let’s be honest, time is money when you are an entrepreneur. You can then use this extra time to expand your client base, develop new services, increase your marketing efforts, and network more effectively—all contributing directly to your bottom line.

Additionally, a solid workflow ensures each and every calligraphy client consistently receives top-notch service. This consistency not only enhances the perceived value of your business but also boosts your confidence to raise your prices. A clear workflow also makes it much easier to naturally pursue upselling opportunities and helps you nurture ongoing relationships. In 2023, I made an additional $15,000 from couples who added to their packages after we had already started working together.

Let me share a real life example of this from one of my mentoring clients who recently had a huge win with this. As part of our work together, we have been fine-tuning her client workflow to really deliver that next level value and establish trust between her and her clients.

And guess what happened? She recently booked a wedding and after sending one of the email templates that we created together, her client was so head over heels impressed that she immediately emailed her asking to jump on a call and decided to add an additional $1,000 worth of calligraphy services to the package that she had just booked. So just like that, her revenue and her project value increased without even having to go after a new client, which is just incredible.

Lastly, happy clients are likely to sing your praises to friends and family, boosting your referrals and attracting leads who are already interested in what you offer. By integrating these strategies into your business, you can ensure smoother operations and a more profitable, luxury customer experience.

How to Set Up Your Workflow:

The next part of my client experience workshop was focused on setting up your workflow, which really consists of five stages. I recommend setting up a new workflow for each service you provide (for example, I have one for wedding calligraphy clients and one for my calligraphy mentoring students).

• Stage 1: Inquiry – This stage kicks off when a potential client first reaches out about your services. It includes everything from the initial contact form to the emails you exchange before you send a proposal.
• Stage 2: Booking – Once your proposal is out, this stage captures the moment your client decides to go ahead and book with you.
• Stage 3: Onboarding – This is when the excitement peaks. Your client has just signed on and made their deposit, and it’s your job to maintain that momentum. Give them a warm welcome, express your gratitude, and clearly outline what they can expect moving forward. This is your chance to reinforce their decision to choose you and set the stage for a fantastic working relationship. This might be the MOST important stage.
• Stage 4: Planning – This stage is when you’re working on the project itself. This stage consists of sending design drafts, creating mock-ups, or even arranging logistics like pick-ups and drop-offs.
• Stage 5: Offboarding – Just as important as the first hello is the final goodbye. Once the project wraps up, this stage helps ensure that the end of the service is as delightful as the beginning. This is your opportunity to turn a one-time client into a repeat customer. Ask for reviews, gather feedback, and ask for photos of the completed work. The last thing you want is for your couple to feel like you forgot about them the moment the work is over!

By following these stages, you ensure that every client journey is smooth, memorable, and inherently upscale, embodying the very essence of a luxury customer experience.

You can thank me later, but I made this EVEN EASIER for you: Get your hands on my free onboarding and offboarding checklist here!

Step 2: Crafting a Luxury Experience

Now that you’ve got your workflow down, it’s time to sprinkle a little luxury into it.

Firstly, one of the ways you can do this is by personalizing every aspect of your client interaction. From emails that carry your unique voice to visuals that feel cohesive with your logo, color palette, and fonts, ensuring everything your client sees and hears is distinctly ‘you’ makes the entire experience feel cohesive and premium. This attention to detail is what transforms a standard service into a luxury customer experience.

But it’s not just about looks; positioning yourself as an expert and adding real value is also key. Think about providing additional information that could help your clients understand your services better, like a detailed service guide or a welcome brochure right at the inquiry stage. This not only helps them feel more informed but also sets the stage for potential upsells by clearly presenting all that you offer.

Staying top of mind is another important component. I use auto-responses and follow-up emails to ensure clients know their messages have been received and to remind them to take the next steps when needed. This stream of communication keeps you in their thoughts, not just when they initially reach out but throughout the entire process.

Once your workflow is in place (scroll up if you still need to fine-tune yours!), take the time to integrate these additional touchpoints into your routine through templates and automation. This way, every step of the client journey is optimized to not only meet their expectations but exceed them, truly embodying the essence of a luxury customer experience. This was one of the core teachings of my customer experience workshop, and it’s something I believe deeply in!

Step 3: Streamline Like a Pro

Lastly, in my recent customer experience workshop, I focused on how automating, templating, and delegating within your workflow can significantly enhance the luxury customer experience you offer. This doesn’t have to be complicated either – start with a pencil and paper or a Google doc and you can map out your process before digitizing it into a more robust system.

I personally use HoneyBook as my tool of choice and it helps me manage proposals, contracts, invoicing, and scheduling all in one place. It’s not only a time-saver that reduces the need for back-and-forth communication but it’s also visually appealing, which is important as we talk about maintaining a luxury aesthetic.

If you’re ready to give Honeybook a try, check it out here (and get 25% off your first year!)

Ready to Go Deeper?

If this all sounds like your jam and you’re itching for more personalized help, my doors are open for my 1:1 business mentoring. Over 12 weeks, we’ll fine-tune your processes, create bespoke personalized templates, and get you set up with HoneyBook. You’ll come away with more time, skyrocketing confidence, and yes, the ability to make more money!

Interested? Book a free discovery call with me. We’ll chat about your business goals and see how I can help you transform your client experience from standard to standout. Feeling bummed you missed out on the customer experience workshop? No worries! Follow me on Instagram to stay updated on future workshop dates and more! And don’t forget to check out my podcast for calligraphers where I share even more tips. I can’t wait to hear from you!

This post contains affiliate links, which means if you make a purchase using my link, I earn a small commission. I only share products that I use myself and would be of benefit to you! Plus, purchasing through an affiliate link is a nice way to say “thank you” to creatives who are sharing their knowledge for free 😉