Ready to get your client experience in tip top shape? If so, then you’ve come to the right place.
Today we’re going to walk you through all the steps you need for a killer client experience including onboarding, the in between process, and offboarding.
Onboarding is really the bulk of your client experience but please keep in mind that your onboarding process starts before the client even receives the contract. In fact, when you have your day to day interactions with your email list, social media followers, and the like – you’re sharing a tiny part of what it would be like to work with you.
Some things needed in your onboarding process are a free 15 to 20 minute discovery call, a proposal (if needed), contract, an invoice, and a welcome packet.
Although a proposal is optional, in our opinion, all of the other options mentioned are a must.
You will also need a CRM tool like Dubsado to seamlessly deliver all of these elements to your customer. On the podcast we’re diving a lot deeper into these topics so make sure to go check those out when you get the chance.
2. During Phase
In the during phase, this is where you’ve already sealed the deal with client and now it’s time to do the work. You’ll want to make sure that you don’t take the money and run. Not literally, but so many people start doing the work but forget to communicate with their client that the work is being done so they don’t think that you’ve run off with their money.
You don’t need to send them daily updates for most projects, but just keeping them in the loop will do wonders.
The final phase is offboarding. Although this process isn’t intensive, it’s important to close out the project on good terms.