Crafting an Experience Your Clients Can't Stop Talking About
Episode 326: Show Notes
Gift giving might not be your love language, but you should pick out any opportunity to dazzle your client with something special! Sometimes the biggest gift you can give is communication: being 100% clear about where you are in the process, at all times, because most clients just want to see results and that they’re getting the best quality. When we land new clients, we often quickly forget about them when we go back into our little cubby holes to dig into the job they’ve given us – and perhaps we don’t even see them again. We need to stop this weird behavior! There is so much to gain from staying in contact when we get paid or once we have completed the job. What can we do so they don’t forget us, allowing us to make a lasting impression?
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There are three main parts to any relationship with a client: the beginning, middle and end. It’s important to remember that your client can choose to get out at any stage of this relationship, especially if they feel like you’re not holding their hand throughout it. It has happened to all of us: you land the client, get going with the work, but then you get busy with other clients and trying to build your business and you end up ghosting them. So how do you prevent this from happening? Be sure to join us for this episode to find out how to absolutely optimize your client experience from beginning to end!
Communicate Clearly and Give The Next Touch Point Date
The first step to ensuring that your clients stay happy is to be super clear with your communication and give them the next touch point so that they don’t have to wonder when they’ll be hearing from you again. So giving a date really helps to make them feel taken care of and telling them exactly what you’ll be requiring from them at each step of the way. Often with designing or copywriting, you need information from them before you can even get started. Giving your client a timeframe is especially important when you go on vacation, because they absolutely need to know when they’ll hear from you instead of worrying that you’ve run off!
Give Them A Taste Of What You Offer Early On
The first result of whatever you are working on is so important in giving your client peace of mind. Always consider whether there is a part of the entire project that you can do right now, shortly after starting the process, to show them the direction you’re going in. This gives them a tangible result. If you’re a photographer, this might mean quickly editing two pictures of the session you just did, putting it on social media so the clients can rest assured that the shoot went really well. It also gives them something to gush about while you finish up the whole editing process. For projects that don’t have immediate results, you could send a screenshot or image of something, or a just a color palette idea; anything that reminds them that you’re on it and haven’t forgotten about them.
Establish A Clear Time Frame For The Project
What can really deter people is if you don’t give them a date or at least an estimation of when you will have to project done by. When you leave it open-ended, the client will be uneasy not knowing if you’re still working on it and are still keeping in touch with what they need. But, it is really important to give yourself some cushion time. Life happens, things get busy and you have other clients to deal with, so give yourself an extra week or two. If you happen to finish the project before then, it’s a bonus. How can you make the experience even better for your client, in ways that don’t cost you a lot of time, money or effort? With viewing sessions as a photographer, for example, you can make it an adult-only event. This way, the person who makes the decisions on what photos to order isn’t distracted or agitated. Even if you have to go to their house after the kids are in bed and take along some snacks, make it a whole experience for them. Another way to stand out is to show interest in your clients by remembering things they’ve told you earlier on, such as a vacation they’re planning. Asking about their kids or their business is also an easy way to show that you care beyond just doing work for them.
Choosing Thoughtful Gifts That Really Add Value
You could also include small gifts with the products or services that your clients buy. Or if they’re doing branding and designing with you, including a stack of business cards for them. For all these reasons, it’s important to know who your audience is and what they like and dislike, instead of just sending a standard item for the sake of it. Chocolates, flowers and mugs may work for some people, but to others it won’t really count for much. Really go think about them as an individual and surprise them!
Quote This
How can you make the experience even better for your client, in ways that don’t cost you a lot of time, money or effort?
Highlights
Communicate clearly and give the next touch point date. [0:05:13.0]
Give them a taste of what you offer early on. [0:07:04.0]
Establish a clear time frame for the project. [0:09:45.0]
Recognize opportunities to make your client’s experience unforgettable. [0:10:48.0]
Choosing thoughtful gifts that really add value. [0:17:12.0]
ON TODAY’S SHOW
Abagail & Emylee
The Strategy Hour Podcast
We help overwhelmed and creative entrepreneurs break down their Oprah-sized dreams to create a functioning command center to tame the chaos of their business. Basically, we think you’re totally bomb diggity, we’re about to uplevel the shiz out of your business.
KEY TOPICS
Clear communication, Touchpoints, Check-ins, Time frames, Added value, Thoughtful gifts
