Making It Easy for Your Clients to Work with You
As a business owner, you work hard to develop the services, products, and team that will provide your clients with exactly what they need. You go above and beyond to care for your customers, giving them the resources and special touches that make them feel valued. This is the right track to be on!
There is one question left to ask, though: how easy is it for your clients to work with you?
As your business grows and things get busier, this is something that is easy to lose track of. It is also something that will make the difference in whether your clients continue to work with you (and refer their friends) or quietly fade into the background.
Needless to say, this is something you will want to focus on – and your Client Happiness Coordinator can help!
Clear Communication Is Key
Recently, I found a fitness instructor I really wanted to work with. She provides online classes, has a fantastic personality, and is a phenomenal teacher. She provides replays of her classes that can be done on my own time, but what I really wanted was her live online class – I love the energy!
I contacted her, and after a few emails back and forth, I was able to find out what day her live classes are held on. After asking some more questions, I found out what time – and after asking for more details, I learned that I could sign up for the live classes through her newsletter.
The trouble was, I wasn’t on her newsletter – and I couldn’t find anywhere to sign up.
You can probably guess how the rest of the experience went. By the time I figured out how to jump through the rest of the hoops, I wasn’t very excited to participate in her classes anymore, which was a shame.
It begs the question, though – how many hoops do your clients have to jump through, and how difficult is it to navigate the process?
A little communication goes a long way. Simple things like making it easy to contact you and sign up for your newsletter will go a long way toward bringing in leads, and clearly communicating expectations for your discovery call is a great way to preframe your sales conversation.
Once your client decides to hire you, having a welcome packet that gives them all the information they need to successfully work with you will set your working relationship off on the right foot. Even putting systems in place like confirming calls beforehand and sending thank you notes or emails will put your client’s mind at ease and let them know you value their business.
Uncomplicate the Process
What parts of your intake system can you simplify for your clients?
There are times that your services will require you to complete some complicated processes. However, that doesn’t mean that your client needs to complete them, too!
Your client is hiring you to solve a problem for them. You have the expertise and experience to bring them successfully through the process – not to bring them along for every detail!
You will want to be up front with your client about what the process involves and how long it will take, but as much as possible, you’ll want to handle the back-end details for them. This is where systems will make your life much easier!
This concept also applies to your marketing. When you bring prospects into your funnel, how simple is it for them to take the next step? Are they brought through a clear path of action, or do they need to really dig to find the right button to click?
If you make it simple for your clients, they will be far more likely to keep working with you!
Provide a Clear Roadmap
Something that many business owners struggle with is being a good teacher. As an entrepreneur, you are an expert in your field. It makes sense to you, which is why you have built your business around it.
It is important to remember that your clients don’t have your background, though. They don’t understand all the ins and outs of your professions, nor do they know the systems that you have set up in your business.
This is why you need to teach your clients how to best work with you.
It may seem a bit silly to walk your client through each step of working with you, but it’s actually an important step to take. Your processes and systems make perfect sense to you – you built them! – but your client knows very little about them.
Providing a clear roadmap in a welcome packet or email can clear up a lot of confusion and make it much easier for your clients to work with you!