Today, I want to talk about one of the most important things when it comes to running an online business - the client experience.
When it comes to providing the best client experience, I always follow these five things. It is something I figured out with my experience.
1. Documenting the strategy calls - During the discovery and strategy call, I take down notes on my Google Doc (separate for each client) while the client is talking about their pain points.
I've got a few call prompts (aka Questions) that peel the layers of my client struggles and help me dive deeper. This way I understand the struggles they're facing in managing their business.
2. Documenting the process while working - Each client is different. So are their needs. I've built up a strong authority by constantly refining the workflow, and the structure of the system after working with each client.
Behind the scenes, I've got a Google Doc where I note down how I created each system for that particular client so that it acts as a reference for me to work even better with the next one.
3. Always have a timeline - I always share a working timeline with my clients during onboarding so that they know exactly what to expect at each point of working with me.
For example, I share a weekly timeline of systems I'm creating for them to keep them aware of the systems they'll receive at the end of each week.
4. Constantly asking for feedback - If you're asking only for testimonials after working with a client, you're doing it wrong. Feedback helps you in understanding the ideal client perspective and improves your working process.
Along with testimonials, I ask my clients for feedback. You'll get to know things that you didn't even notice.
5. One day per client - When I started to work with multiple clients simultaneously, I found it really difficult to manage. That's when I decided to allocate one day for each client. My schedule looks something like this
Monday - Client 1
Tuesday - Client 2
Wednesday - Mid-week break
Thursday - Client 3
Friday - Client 4
Saturday - Batch Content Creation Day
After doing this, I gained momentum and improved my efficiency with the tasks, and completed more than planned. This allowed me to give full attention to one client rather than jumping between various client works.
If you find this helpful, share with me what things do you do to improve the client experience?
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