If you've ever lost a client between you pitching to them and them signing the contract, there's a good chance it happened due to an inconsistent client experience.
Just being good at what you do is no longer enough to sign new clients and keep them coming back for MORE. You need to get down and dirty with your CRM and create a cohesive client experience that ends with your clients being your biggest fans.
Tune in as Colie James, a systems savante, joins us to talk about creating workflows and automations that can help you amplify your client experience and boost your productivity.
Key Takeaways:
Creating a client experience is like dating. You have to be consistent with the kind of energy you bring to the first date, otherwise the romance fizzles out. Similarly, you need to create a cohesive client experience, otherwise the customer loses interest.
The email that automatically gets sent out upon someone filling out your contact form should feel very conversational. Showcase your personality and also ask them questions about their business.
You are limited by the CRM that you choose to use.
Regardless of the CRM you use, a lot of booking friction is created because you keep the quote, contract, and invoice as separate steps in the process rather than automating them in one email.
Always have an automated email expressing gratitude towards a completed form. Also, share the next steps in that email.
Your offboarding process should remind the client of how they can work with you again and have a follow-up scheduled for a few months down the line.
When offboarding a client, try to provide additional resources that will help them manage the project you have completed for them.
Always ask for the client’s feedback at the end of a project so that you can fine-tune your process moving forward.
Juicy Ways to Get Feedback:
Sending a Feedback Email
Filling Out a Questionnaire
Recording a Video
Providing Feedback Prompts
Every time you send an email, you can educate or sell, or both.
Highlights:
00:00 - Introduction
02:47 - About Colie
03:47 - Why Curating a Pleasant Client Experience is Important
08:38 - How to Make Your CRM Less Overwhelming
11:44 - Choosing the Correct CRM for Your Business
15:40 - Biggest CRM Mistake
17:57 - Give Feedback & Get Featured
19:02 - Missed CRM Opportunities
22:05 - Offboarding a Client
29:35 - Airtable Feedback Form
30:49 - Other Client Experience Gaps
35:49 - Recap
37:02 - Questions to Ask Yourself When Planning Your Clients’ Experience
40:22 - Connect With Colie
Guest Bio:
Colie James is a Disney-loving family filmmaker, Workflow & Automations Guru, and the host of the Business-First Creatives podcast. Based in Denver Colorado, her heart pumps in helping photographers & creative service providers automate their sh*t, reclaim their time and get back to living! She believes “if it does not bring you joy, automate that sh*t.”
With 10+ years in the creative space, Colie believes every creative deserves to build a business that is sustainable and profitable, and no one should quit their 9 to 5 only to work 24/7 [in their business].
The truth—automated systems can save us all from being overworked and overwhelmed.
When Colie isn’t building killer workflows and automations, you can find her spending some much-needed time with her husband, James, daughter Chloe, or [you guessed it] at Disneyland.
Guest Links:
Website: https://coliejames.com
Instagram: https://www.instagram.com/coliejames
4 Workflows Every Entrepreneur Needs: https://coliejames.com/regards
Important Links:
Website: https://runandtellthat.co
Instagram: https://www.instagram.com/christinateeee
Feedback: https://forms.gle/qpzcu1mab2Z8431LA
Work with Me: https://runandtellthat.co/work-with-me-form
Thanks for Listening:
Thanks so much for listening to my podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page.
