When it comes to working with clients, we want to give them the best experience we possibly can, so that they want to come back to us – if that’s a thing – or refer all their friends and business associates. Whatever the reason, today I’m chatting about five ways you can create an amazing client experience as you grow your business from home. Sound like something you need? Well then, let’s get started.
Links for This Episode
- Mama Business Strategy Session
- Mama Business Blueprint WAITLIST
- Mama Business Community
- More Info & Podcast Transcript
Podcast Episode Recommendations
- #53: Not Sure What To Say? How to Structure Content That Offers Value
- #28: Is Your Business Strategy Too Complicated? This Can Help!
- #13: How to Streamline Your Onboarding Process and Sign More Clients
- #3: Eliminate Overwhelm and Choose the Right Tech for Your Business
5 Ways to Create an Amazing Client Experience as a WAHM
Well hey there and welcome back to another episode of the Mama Business podcast. I’m your host, Sarah Brumley, and I’m happy to be in your ears today. I’m coming into this recording session right after handing off a client’s new website to them and the whole thing just makes me want to smile. Not because I’m done with the project – which I guess is a good enough reason to smile – but because of how pleased my client was with the result.
And I know we talk a lot on this podcast about HOW to get clients and WHAT systems to use and such, and ALL of that is so needed and so valuable, but sometimes I think we don’t talk enough about what to do when you DO get a client.
So, today I want to spend some time talking about how to create an amazing experience for your clients so that you can use the momentum of doing so to grow your business in the future. And I’ve put together five things that I think will help you do just that.
But before we do that, I need to ask, have you ever wished there was a way to grow your online business as a busy mama without doing “all the things”. A way that doesn’t have you neglecting your family in the process or spending money or time on tech that just doesn’t work for you?
Because, here’s the deal – I know what it feels like to worry that I’d have to use every free moment of my day or become a slave to social media in order to build a successful business. To want a strategy that worked for ME, but have no clue where to start or which platforms or tech to use or even how to make it all work together.
But what if you had a step-by-step blueprint that gave you clarity around what to do and when to do it so that you could increase visibility online, set up and automate your systems and tech, and, ultimately, create more impact – all without the guesswork?
That’s exactly why I’m creating The Mama Business Blueprint.
Where I’ll be teaching how to lay a solid foundation for your Mama Business without the guesswork that doesn’t have you doing all the things.
You’ll be able to create a sustainable, customized marketing strategy that will help you attract your ideal clients without overwhelm or wondering what to do next.
You’ll walk away with the knowledge you need to grow a successful online business AND you’ll have the systems in place to actually make it happen.
So if you’re ready for… a customized business growth plan tailored to your needs as a busy mama, coupled with accountability and support…
Now is the time.
Head to sarahbrumley.com/waitlist and jump on my insiders list so that you are among the first to know when doors open for registration AND possibly grab some great bonuses as well. Once again that’s sarahbrumley.com/waitlist.
Alright, without further ado, let’s jump into the five things you can do to create an amazing client experience as you grow your online business.
Step #1: Listen to Them
The first thing is to listen to them. Like, really listen. And this starts with any calls you have with them prior to them signing the contract or becoming a client or customer of yours. Ask questions and then sit back and listen to what they have to say. Take notes if you need to or record the conversation if you want to revisit it later, but whatever you do, don’t think about what you’re going to say next, or how you’re going to react, or even how you can solve their problem – just listen.
There’s time for all of that later.
This is a skill that takes practice for many, I think, but it’s something that will set you apart from your competitors. Because when you actually focus on what they are saying, then you’ll be tuned into what they are struggling with and be able to accommodate for those needs as you serve them, right?
Plus, you won’t be left guessing as to what they need or want, or chasing them down with a million questions that they’ve already answered later on down the line. And it’ll be very obvious to them that they are more than just a dollar sign in your eyes – that you see them as a unique person with a unique situation that requires a unique approach.
So, when you start off by really listening, you’ll provide them with a positive experience right from the start.
Step #2: Ask More Questions and Listen to Them
The second thing to do is to ask more questions. This may sound repetitive. But seriously – dig deeper. Ask the same question from two different angles. For example, one of my favorite questions to ask my potential client is what’s going really well in their businesses – especially when they’ve been in business awhile. Why? Because, most likely they came to me because things aren’t working well with one aspect of their business. So, by asking this question I gain a whole different perspective about what they value and what makes them feel good when they approach their business. So that I can help them recreate that within whatever solution I’m offering them.
When your potential client or current client feels truly seen and heard – you will be someone they feel they can trust.
Plus, if they really are your ideal client, then you know what they are struggling with and how you might be able to serve your clientele as a whole in a better way going forward.
Step #3: Be Honest
The third thing to do is to be completely honest. And this might go without saying, but really. Honesty is key.
So, be honest:
…with your timeline. For when you’ll start the project. Complete the project. Get back to them…or whatever it might be.
…with your expectations. This could be your expectations around what you need from them in order to start a project. Or what you expect of them in between coaching sessions. Whatever it is, make sure that you are very clear about those expectations.
…with the results you provide. Don’t promise more than you actually intend to follow through on.
…with your boundaries. If you don’t take calls after 5 pm, then let them know that. Be clear about when you are available for them and how they can reach you. If you don’t do business via Facebook messenger or via text, then let them know that they need to email you. Just make sure that it’s all clear right up front so there’s no guesswork on their part.
Ultimately, you’ll provide an amazing experience for your client if you are honest with everything related to completing your client’s project and getting them the result they want and need.
Step #4: Go Above and Beyond
It doesn’t have to be anything major. But if you can take it one step further and provide them with something they weren’t expecting – that will be the thing they remember you for.
Obviously, you want to deliver on what you’ve promised…because if you don’t do that, then that will be what they remember you for. But if you’ve delivered the result they came for, they adding a little extra on top will only endear you to them even more. And it’ll be the thing they mention to their best friend or their coworker when they talk about you.
So, go a little above and beyond.
I do this in my own business in a couple of ways, but the most common thing is when people come to be for a new website. I could just focus on just completing the design and passing it off to the client – that’s definitely something that my competitors do. But I choose to take it a step further. I make sure that my clients know exactly what they need to have outside of that website to be successful with that website. That means that if they need to set up a calendar to have clients schedule with them, I give direction regarding how to do that. Or, if they don’t have a landing page for their email list, then I help them navigate how to get one set up.
In fact, sometimes this even pushes out the launch date of the website so that we can make sure all of the pieces are in place.
Why do I do this, you might ask. Because I definitely could just complete the website and let them figure out the rest, right? But here’s the deal: I know that a website is just a few pages on the internet if it can’t do what it’s meant to do – turn casual onlookers into paying clients. And I want my clients to have the best possible result they possibly can. So that’s exactly what I give them.
But it doesn’t have to be that big of a thing. It could be that you are coaching with a client that just needs an extra email check-in that week. Or, you found a resource that might also help them and pass that along. No matter what it is, just going a little above and beyond can make all the difference in creating an amazing client experience.
Step #5: Follow Up
The final thing to do is to follow up. Depending on the type of service you provided or the length of time you worked with him or her, your timeline might differ, but I like to check in about a month later to see if any questions have come up and then again six months later. The thing about this is that it’s much easier to keep an existing client then it is to try to get new ones and these check-ins allow me to touch base with him or her, provide assistance in the form of services if something isn’t working correctly, and stay front of mind if they come across someone else who needs something that I offer. So, it’s a win win for everyone AND it helps to round out that amazing client experience we all want to provide.
5 Ways to Create an Amazing Client Experience as a WAHM
Alrighty, quick recap. The five ways to create an amazing client experience are:
- Listen to Them
- Ask More Questions and Continue to Listen to Them
- Be Honest
- Go Above and Beyond – even in a small way
- Follow Up
And that brings us to the action part of this episode. And we all know that action is where the dreams turn into the reality, right. So, today’s action step is this: I want you to take a hard look at your current process for working with clients. Which of these five things might you be missing and how could you implement it immediately? Can you add some varied questions to your breakthrough session? Do you need to be more upfront with your boundaries? Whatever it is, even a small change now can make a huge difference for the future of your business. So, don’t skip this step!
And if you haven’t done it yet – make sure to jump on the waitlist for the Mama Business Blueprint. Doors will be opening mid-April and those on the waitlist will be able to grab some fun bonuses to go along with it. You can head to sarahbrumley.com/waitlist to sign up.
Either way mama, just know that I’m cheering you on through all of this. Growing a business isn’t an easy thing to do. And I just know you are rocking it and I’m loving the opportunity to support you through it. Have an amazing day and I’ll chat with you next time.