Before we get to this week’s post I wanted to remind you all quickly that if you haven’t already seen it on social media, “The Exceptional Experience” is now open for registration! And from now until August 21st, it’s at the Early Bird Special price of $545 (usual price of $595). We’re going to be starting on Monday, September 9th and we’ll have 6 straight weeks of LIVE sessions together where we’re going to be discussing all the ways to wow your clients in both systematic and spontaneous ways. And all in a way that will actually make your life easier, make you more profitable, and give you some much needed time back.
And if you previously registered to be on the waitlist, you should have received your exclusive promo code already, on Monday morning. If you haven’t, be sure to check your junk mail file or reach out to me.
Join us here and come along on this journey so we can all end this year with a big bang of success and celebration! And now, onto our regularly scheduled post!
Be Sure to Enjoy the Client Experience
Today while recording a podcast episode (set to be released on September 16th) with Michele Williams for her podcast, “Profit is a Choice”, she mentioned something about working with clients that I just had to share, “It’s important to enjoy the client experience. It shouldn’t feel forced and it shouldn’t feel like it’s something you have to do. It really needs to be something you want to do.” So true, Michele, so true.
And today I wanted to expand a bit on that. The client experience should almost always be something that you enjoy delivering. It shouldn’t be drudgery. And it shouldn’t be something that you’re doing just because you feel like you have to and because everyone else is doing it. It should feel like its a focus because you want it to be. And here’s why.
If you don’t enjoy something, even a little bit, it’s unlikely that you will continue on with it (and clients will also notice that you don’t enjoy it). Because delivering an exceptional client experience does mean consistently making that extra effort. It does mean taking time to plan. It does mean taking extra time to deal with client issues. It does mean trying to muster everything you’ve got to stay calm in a stressful or conflictual situation. So in order for you to successfully implement it, you need to find as much enjoyment in it as possible, so you can continue on with it.
Client Experience is a Long Term Strategy
Because investing in the client experience is a long term strategy. You will see some results right away, but some results are returned to you over time. And finding the joy in it is the key to sticking with it. As the kind of client experience that will provide you with a high return is not always about fun gifts and birthday lunches. In fact most of the time its about consistency, holding yourself to promises you made to your clients and your self, creating (and more importantly, using) systems and processes, creating (and again, using) checklists, etc. A lot of those things frankly just aren’t that fun, especially for creative types. But they are fun when they mean happy clients, high referral rates, more efficiency, and greater loyalty. Those things, are a lot of fun. A lot.
So when you’re considering whether or not you can fly by the seat of your pants, make up your client services as you go along, and let the client experience happen spontaneously, because you hate the idea of regimenting yourself and your business so much, remember that the effect won’t be the same. Just like it wouldn’t be for a designed space. You aren’t choosing items randomly and as you go, you’re creating an entire design plan. You start with a vision, and then execute from there on. Because you know that that will create the most beautiful room. Every piece relates to one another, so you plan the selections together. The client experience is the same way. Every piece relates to one another, so you plan it together.
Own the Client Experience, and Really Make It Yours
In order for the client experience to really become a signature piece of your firm, you have to own it. You have to take hold of it, realize its benefits, find enjoyment in it, and make it yours. Because otherwise it will just fall flat. Clients will see that you are trying, but they’ll also see that there’s something missing – a complete dedication to it.
Anything done half way is noticeable. So if you’re dedicated to delivering a wow worthy client experience, I urge you to go all in. Enjoy the checklists, enjoy the planning of systems and processes, enjoy the metrics to see how you’ve increased your referral rates and repeat clients, enjoy it all. And try to enjoy it almost as much as you enjoy writing that last thank you card and surprising clients with personalized gifts. Because the result from all of it, is nothing short of magical.
And if you’d like to join us for even more ideas on how to provide the kind of client experience that gets you greater loyalty, efficiency, and profits, register for “The Exceptional Experience” before the Early Bird Special ends on August 21st!