Ep. 084 The Do’s & Don’ts of Creating a Client Experience
Listen to this episode below:
Subscribe to The Support Squad Podcast: Apple Podcasts | Spotify | YouTube
I cannot overstate how important the client experience is to your business.
A seamless client experience helps you to build strong relationships, develop trust, and encourage referrals.
But mapping out the client experience can be pretty overwhelming to new virtual assistants.
In this episode of The Support Squad, I’m sharing the Do’s & Don’t of Creating a Client Experience so that you can set all of your client relationships up for success.
Tune in to hear:
- Why good ol’ fashioned pen and paper is your friend
- The importance of consistency with the client experience
- Why you need to ditch the employee mindset
- How to make your clients feel secure and supported
Let’s Start with the Do’s!
#1 Do Map it Out On Paper:
Even if you plan on using a CRM like Dubsado or Honeybook to organize and automate your client experience, you’ll want to map out the entire process on paper first.
I actually love to use Post-It Notes for this so I can move things around and lay it all out.
The basic steps of a client experience are:
- New Lead - using a contact form/etc.
- Discovery Call
- Invoice/Contract
- Onboarding
- Working Together
- Offboarding
Within these steps, you’ll want to get clear on exactly what systems you need to have in place to make everything run smoothly.
Having this on paper will help you to visualize it!
#2 Do Add Personal Touches
CRMs help us automate many pieces of our client experience, but that doesn’t get us off the hook for adding some personal touches.
Sending actual gifts, remembering important things about your clients, celebrating their successes…those are the things that help your clients to see you as so much more than just a service provider and help you become a valued and beloved member of their team.
I’ve found that adding these personal touches also make my job more fun because it reminds me that I’m working with people that I actually really care about and enjoy.
#3 Do Keep It Consistent
It is so important that you keep your client experience consistent for each client especially if you’re hoping to get referrals.
You want to be sure that if a client refers someone else to your business that you are delivering a similar level of service.
That’s why it’s so important to get that client experience mapped out on paper and ideally into a CRM so that you can replicate the workflow with each new client.
Now the Don’ts…
#1 Don’t Be Passive
Many new virtual assistants are coming from years of working as employees and taking a lot of direction from their employers.
Carrying this dynamic into your relationships with clients can be very damaging.
It’s really important that you are not taking a passive role in your relationships with clients.
Make sure you are clear and direct about what they can expect at each step of the client experience so that they feel safe and secure about their investment.
Never sit around waiting for your client to assign you tasks or take the next step. It’s up to you to be proactive and confident as a service provider.
#2 Don’t Ignore the Steps After the Paid Invoice
A lot of virtual assistants spend so much time thinking about the discovery call, contract, and invoice, that they forget to map out a smooth on boarding process!
After a client signs the contract and pay their first invoice is actually the most tender time of the client experience.
They will be looking to you to lead them through the next steps and need to know that they’ve invested in the right person!
Having a kickoff call or a clear way to communicate next steps with your client is absolutely vital.
I hope that this episode got your wheels turning about how to improve your client experience. Join me in The Support Squad Hangout on Facebook to share your takeaways from this episode! See you next time!
Subscribe to The Support Squad Podcast: Apple Podcasts | Spotify | YouTube
Want luxury clients? Create a luxury experience.
High-end clients who pay expect a high-end experience from their service provider!
Think about it: the people who can afford to pay a virtual assistant high rates are the same people who have reached a level in their business where they are enjoying the finer things in life.
So are you ready to learn HOW to craft a boutique-style experience for your clients?
Inside The Secrets of a Luxury Client Experience I’ll teach you:
💎How to design your systems so that onboarding & serving your clients feels effortless
💎How to be proactive in your communication so that your clients feel deeply supported
💎How to throw a little sparkle on your client experience to guarantee that your clients will sing your praises
A FREE 5-day video series and ebook to help you start your own virtual assistant business.
- Day 1: Choosing which services to offer (and who to offer them to!)
- Day 2: Business formation & pricing (it's time to get legit!)
- Day 3: Branding & marketing (finding your biz personality!)
- Day 4: Working with clients (from Discovery Call to offboarding!)
- Day 5: Launch your biz (how to stay on track!)
Register for Become a Virtual Assistant for FREE
Ready to choose a profitable specialty for your virtual assistant business - even if you are brand new to the online space?
(Yes, it is possible.)
Spotlight Your Specialty is an in-depth workshop & workbook that will empower you to decide on a clear forward-facing specialty now, setting you up to attract dream clients - even at the beginning of your virtual journey.
Stop being a jack-of-all trades. Stop being everything to everyone. Spotlight Your Specialty!
Grab the Spotlight Your Specialty Bundle now!
Share this episode on Pinterest:
Hey!
