Alright, so let’s continue on being inspired! So just like we talked about in the last post, having an inspired client experience is just as crucial as having an inspired design. But you don’t want to just stick with one particular source of inspiration for all things client experience. Nope, just like design, it’s important to mix and match your muses. It’s important to define and narrow your own client experience style to a few key principles, and then learn from the greatest source of inspiration for each one.
What Are Your 3 Pillars?
Here’s how you do it. In our last post we ended with the sweetly simplified action of “spend the rest of the week experiencing businesses of all types, and noticing, really noticing what it’s like. Take note of what you do and don’t like each time. At the end of the week, circle everything you wrote down more than once.” Got it, done. Now what? Well, now you need to take the next step to make this thing come alive.
First, you need to rewrite everything that you circled, and then take a good hard look at them. Ask yourself, of these, which 3 do I want to base my entire client experience around? Which do I want to be the foundation and guiding light for all things client experience? Or, most importantly, which would I LOVE to hear our clients say when describing what it’s like to work with us?
Maybe for you it’s “easy to use technology that also makes clients’ lives easier” or “personalized service” that are in your 3? Or what about “exudes luxury?” Or even “incredibly consistent with level of service?” Any of those ring true for you?
Match Your Firm Style to Your Client Experience Style
And if they don’t, that’s ok. It may take some time to find and define your client experience style. I mean, it no doubt took you some time to define your design style, and maybe you’re still defining it today. So defining your client experience style can absolutely be a journey, if you’re not yet ready to make it a destination.
The best part about it all though is, there’s no right or wrong. As long as it’s focused on making the client’s time with you easier and more enjoyable, and it makes sense for who you are, you’ve got nothing to worry about. It’s just about matching your firm’s personality, with the kind of client experience you want to deliver. And as we all know, setting the right expectations for a client, is one of the most crucial ways to keep a client, and you, happy – and it begins with the client experience style.
Because honestly the last thing you want, is for a client to know your brand is one thing, and then for them to have an experience that is entirely out of line with that. I mean, if your firm is all about high luxury and high style, having a client experience that’s playful and even a bit cheeky, doesn’t exactly make sense, right? Clients will naturally expect a luxury firm, to provide a luxury experience. Or, what if you’re a firm that’s totally focused on family friendly designs, clients will naturally expect you to provide a client experience that accommodates and adapts for, well, families. Ask yourself, is your client experience in line with who you serve and what your brand represents? If not, it’s time for a change.
Let Your Style Create Change
Ok, so I know this may seem like a lot of work, and maybe it is. But, don’t stop now, we’re almost at the finish line! You’ve got your 3 pillars, and they match who you and your firm are. Great job you! You feel good about creating your own signature client experience style and showcasing it to your clients and the world. What do you do now? Well, let’s look back at those companies you first admired, and pick the best example of each pillar you want to focus on.
Let’s say one of your pillars is “easy to use technology, that also makes the client’s life easier.” Who was the best example of that? Was it your dentist? Or the house cleaning service? Or the plumber? Whoever it was, watch them, consistently. Follow them on Instagram, follow them on Facebook, check out their website for periodic updates, read their monthly newsletter, take in any and everything they do, and be inspired, take note, and consider.
And most importantly, begin to ask yourself, how can I make their actions work for me and my business? How can I do, what they do, but in a way that makes sense for home design? Well, let’s find out. Let’s say the plumber is the best example of the “easy to use technology” and you’ve noticed that the appointment scheduler on their site allows customers the option to upload a video of their plumbing issue when setting their appointment. That way when the plumber arrives, they’ll be completely ready to address the problem, from the moment they walk in the door, saving both of you precious time and potentially money. Pretty brilliant, right? Yes, indeedy.
Now, take a moment. Ask yourself, would it be helpful if you offered this option to your own clients? Would it be helpful if they took a quick video of their space and sent it to you before you arrived for the initial consultation? Think through the pros and cons, the potential benefits and the potential challenges. And if the benefits far outweigh the challenges, then, make the change.
Then focus on the next pillar, and then the next. All the while, taking action when necessary. And make the steps small. No need to overhaul anything overnight. Just create a simple regimen for yourself, maybe 10 minutes a day, or 30 consecutive minutes a week, to research, consider adaptations, and make the changes. Whatever works best for you is just fine, as long as it’s consistent and sustainable, and over time, impactful.
Your Clients Hired You, Because They Like You, & Your Style
Remember, clients don’t just want any old experience. They don’t want a generic one. They don’t want one that you’ve completely copied from someone else. And they certainly don’t want one that’s not in line with who you and your firm are.
Nope, they want a client experience, that’s completely unique to you, and completely dedicated to them. That’s why they hired you in the first place.
SWEETLY SIMPLIFIED ACTION
So for this week’s “sweetly simplified action,” which admittedly this week, may not be super simple, but hopefully straight forward and easy to understand, let’s go all in.
Sweetly Simplified Action: Take a look at what you loved about the client experience at other businesses and circle what you wrote more than once. Of what you circled, which 3 do you want to use to define your own client experience style? Make these the pillars of your own client experience style, learn from the businesses who best exemplify these principles, and then slowly, and consistently, adapt their ideas, to your own business. And finally, reap the rewards!
Let me know in the comments below, do you already have a client experience style? I’d love to know!
And if you’re looking for ways to become an inspiration to your own clients, then take a look at what we’ve got for you here!