Mastering the Client Experience: The Power of Tweaking and Repeating
Episode 755: Show Notes
By now, you should all know that we are the queens of tweaking and repeating. In this episode, we spill the beans on how to revolutionize your client experience by (you guessed it) tweaking and repeating! After a quick debrief of our thoughts on outsourcing and AI, we uncover the often-overlooked aspects of client delivery and discuss the significance of investing time in developing consistent processes.
From creating efficient systems and templates to ensuring clarity and alignment in contracts and proposals, we explore the strategies you can implement to create a streamlined client experience and bring in the referrals and testimonials you deserve. Join us as we reveal the benefits of continuous improvement and offer practical insights to help you enhance your client interactions and boost your business to new heights!
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Developing Consistent Client Delivery
We can't stress enough the importance of investing time in developing consistent client delivery. It often gets overlooked and put on the back burner, but it's worth every minute you spend on it. It’s important to prioritize building systems and processes while working with clients, rather than in isolation. It's easy to create a form or a checklist, only to realize later that you’ve left out crucial elements.
Our brains aren’t always 100% reliable and we all tend to forget important details, but when you're in the thick of a project with a real client, there’s no room for error! That's why we recommend taking the time to develop forms, establish meeting schedules, and identify deliverables needed from both the client and your team.
It may sound tedious, but trust us, it pays off. You’ll land up with a streamlined client delivery process for future projects and have dedicated time allocated for each task.
The Benefits of Creating Efficient Systems and Templates
Creating efficient systems and templates for consistent client delivery may seem daunting at first, but we assure you it’s worth the effort! Once, it took us a whopping 20 hours to develop a template from scratch for a new offer. But the next time we used it, it only took us four hours, and eventually, just three. Investing that initial time allowed us to deliver faster without compromising quality.
We recommend having base template forms for different client types or projects. You can customize them by adding or removing sections as needed. It truly is worth investing the extra time up front to develop solid templates that will streamline your workflows and boost efficiency. Don't settle for duplicating old forms half-heartedly! Take the opportunity to create real templates and enjoy the long-term benefits.
Ensuring Clarity and Alignment in Contracts and Proposals
Ensuring clarity and alignment in contracts and proposals is crucial for efficient time management and client satisfaction. It's essential to have an ethical sales process where you clearly communicate what you'll deliver and back it up with a contract that reflects those commitments. Making changes or additions? Simply update the contract and adjust the pricing accordingly to avoid discrepancies.
Having a solid agreement with your clients from the get-go not only saves time but prevents fatal misunderstandings. If challenges arise during a project, address them transparently and make the necessary adjustments. You can learn from these experiences to protect yourself and improve future processes! By prioritizing clarity and alignment in your contracts and proposals, you’ll foster positive relationships and ensure a smooth client experience.
Tweaking and Repeating for Continuous Improvement
"Tweaking and repeating” is all about analyzing our actions and making adjustments for continuous improvement. When things aren’t working out quite as planned, it’s tempting to shake things up and change your offer entirely, but making drastic changes without proper analysis only leads to inconsistencies and unreliable data. Making small edits to the same core offering is key to maintaining consistency and ensuring sustainable growth.
Instead of constantly creating new offers, focus on solving ongoing problems and consider introducing retainer services for continuous client work. If you want to improve efficiency and the client experience, you need to start by documenting your processes and creating SOPs!
If you're interested in improving your client experience and streamlining your systems, book a time to chat with Abagail! We're excited to help you explore opportunities for improvement.
Quote This
You are creating roadblocks by selling more types of things.
Highlights
Developing Consistent Client Delivery [0:10:57]
The Benefits of Creating Efficient Systems and Templates [0:15:41]
Ensuring Clarity and Alignment in Contracts and Proposals [0:20:05]
Tweaking and Repeating for Continuous Improvement [0:23:46]
Today’s Guest:
Abagail & Emylee
The Strategy Hour Podcast
The Strategy Hour Podcast is a twice weekly show hosted by Abagail Pumphrey and Emylee Williams, the founders of Boss Project. Join us for semi-ranty biz conversations for service providers looking to ethically grow their agency businesses. Episodes cover everything from lead generation to leadership mindset to team culture and beyond.
Key Topics:
Client delivery,Tweaking and repeating, Continuous improvement, Efficient systems, Ethical sales process, Client impact, Result-driven delivery, Client satisfaction
