“I’ll fill out the feedback form too, but I wanted to tell you, I am SO impressed with your client experience. Way to be an absolutely perfect example of how we should treat our clients!”
And if I’m being completely honest, I was surprised by this comment. Sure, my clients all leave happy and excited about their new brands, but I was super curious to hear what had made such an impact on my client. Because here’s the thing, I don’t spend thousands of dollars on client gifts or anything else that Pinterest will tell you is a must in order to create a raving client experience. I simply show up and do the work to the best of my ability.
So to say I was eager to get her full testimonial was an understatement. And sure, I could’ve asked her “what do you mean?” but I was totally trying to play it cool.
If you want to learn more about creating a raving client experience for yourself, you’re in the right place.
In today’s episode I’ll be sharing my best tips for building an exceptional client experience with ease.
This episode covers:
Expect that they know nothing
Remember that your clients are coming to you because they have a problem that they need your help with. Approach them as if they’ve never worked with anyone in their industry before, and don’t use “fancy words” just to sound more legit. You’ll actually just confuse them!
Anticipate their next question before it arises
Always try to be one step ahead of your potential customer. Anticipate what their next question or concern is going to be and answer that before they get a chance to ask it for extra wow factor!
Surprise and delight:
Always under promise and over deliver to set yourself up for success. Be extremely realistic with your deadlines, and always give yourself a little bit of buffer in case life happens (because it does)
Use canned emails
Canned emails can sometimes get a bad reputation in the industry for being cold or not personal, but if you listen in to the episode you’ll hear just why I love them so much.
Bonus: gifts and thank you cards
Don’t let this one distract you from doing the other stuff that actually matters. Yes, gifts and hand written thank you cards are incredible, but they won’t matter if you’re not paying attention to your clients during the rest of the process!