How To Get Repeat Clients (Keep them Coming Back Again and Again!) | Ep.25

Are you losing clients or struggling to keep them happy, even though you provide amazing services? The problem isn’t your skill; it’s the gaps in your client experience. In this live session, I break down how high-performing service providers use client experience systems to streamline every step, from inquiry to offboarding. 

In this episode of Systems Rehab Live, I’m breaking down:

✅ Why client experience is more than just “being nice” or delivering quality work
✅ How small gaps in communication and process kill retention and referrals
✅ Three client experience systems you can implement today to keep clients coming back

I’ll also share a personal story from an underwhelming nail salon visit (spoiler: the pedicure looked good, but the experience left me questioning if I’d ever go back). It’s proof that results alone don’t guarantee repeat business.

What You’ll Learn in This Episode

1. How to design an aligned inquiry-to-onboarding flow so clients get clear next steps from the moment they reach out.
2. Why communication matters—and how proactive updates build trust and eliminate guesswork.
3. The power of systemized offboarding + feedback to generate repeat bookings, testimonials, and referrals on autopilot.

By the end of this episode, you’ll know how to build a seamless client experience that creates happy, loyal clients who return (and send others your way).

🌿Prefer to watch the video? Check it out on YouTube. 

🌿Work With Me: www.yoursystemspro.com

🌿Let's keep the conversation going. Feel free to send me DM on Instagram @kenniqua.lewter

🌿Follow me on YouTube, @KenniquaLewter

Ready to finally streamline your service-based business with HoneyBook? Head over to yoursystemspro.com to get started. 

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Chapters

• 0:00 Introduction to Client Experience and Retention
• 8:45 The Importance of Client Experience
• 18:20 Strategies for Enhancing Client Experience
• 27:54 Streamlining Communication and Offboarding
• 37:32 Conclusion and Next Steps

Transcript

Kenniqua Lewter (00:00)
Hello, hello, welcome to the Systems Rehab Live. Today we're gonna be talking about going through and just stop losing clients within the gaps. So I'm gonna talk about how systems can help you to go through and create a client experience that's going to not only help you to boost retention, but also help you to create this

ecosystem of having referral clients returning or clients returning back to you as well as actually getting referrals.

So if you've ever felt like, or if this sounds familiar to you, that a lot of service providers, you're amazing. You are. You're very amazing at what it is that you do. You know what you do. You live it. You breathe it. You sleep it, right? And a lot of times what happens is that you think that the

Client experience only has to deal with the results, right? It only has to deal with the deliverable, whether this is the deliverable for if you are an event decorator and you're doing events and you produced a really good event, right? It's beautiful, it looks nice, or maybe you're a photographer and you gave that deliverable to that client of nice.

pictures at the end that they can use for their websites, they could use for their social medias and all of that, right? And you know you do a very good job. Most of us do a very good job. I'm a system strategist. I do a very good job. But sometimes what I find with service providers is though they are amazing at what it is that they do, behind the scenes things can feel just a little bit messy. You might be doing everything manually in your business.

Maybe you're going through, you're juggling your client communication, you're juggling tasks, you're juggling project delivery and follow-ups. Some of those things, they just fall through the cracks. It happens. It happens to the best of us. But in today's session here, I actually just want to really just go through and help you to kind of get over that and provide you with three strategies.

to really help you to increase or enhance your client experience, as well as to be able to put a client experience system into your business that is really going to help you to be able to drive results.

So here's the thing. So this is what I found that your skill is not what's actually holding you back. Like I said, you already know that you're good at what it is that you do. You started your business because either you have the passion for it. You knew that it was a service that you could deliver.

Maybe you've been doing it for a long time. Maybe you've been doing it in your nine to five, your corporate job. So you know that skill, skill isn't a thing. Like most people can outdo you when it comes to skill. But a lot of the times it's the systems. It's the backend that sometimes falls a little bit short. And seeing this as a thing is when your backend systems, when the backend isn't necessarily in place. And again, things are falling through.

the cracks, things are, you're just don't have an intentional client experience system that's in place. It makes it very difficult for you to go through and to be able to get those repeat clients to build up that retention, to build up that referral management system that you want to see in your business. Because let me tell you, so just because you do a good job, like I have gone through

And for example, I recently went through a few weeks ago and I went to go get my feet done, right? I went to the nail shop. I went to go get my feet done. And when I went there, just a kind of caveat. So when I go to go get my feet done, go get my nails done, eyebrows, whatever it is, I'm looking for a pretty relaxing time. I'm looking to kind of chill out, drink my water or my iced coffee.

And I just want to sit there and I just want to get pampered. I don't want to do much talking or, you know, interacting much, not me, not particularly during this time. I really just like to chill. I like to listen to podcasts. I like to listen to maybe a training or something like that, right? Or even read a book. This is my time for me to go through and relax and just get whatever service that I want to get done. However,

The last time that I actually went to go get my nails done, my feet done, it wasn't like that. Right. I went back to the nail salon and it was a, it was a young lady and this is funny, but it was a young lady that she did a good job. Yes. She did a good job. I can honestly say, yeah, she did a good job, but the client experience, just wasn't good.

But it wasn't something that she would just be thinking about like, ⁓ I want to make sure that I don't do, or I do X, Y, Z, because I want to make sure that the client experience was good or not good. But when I went to go get my feet done, she was just doing a lot. She was just doing a lot. Now, when I say a lot, mean, beyond just again, when I went, I didn't necessarily want to talk. I wanted to listen. I wanted to listen to my music, to my podcast episode.

I wanted to chill, but that's not what I deem as being a lot because that could be coming off as being pretty friendly. So that wasn't it. What was it was I guess her and one of the other texts had some type of issue. And one of the texts that she had the issue with was wearing some type of perfume that I didn't, I didn't smell it, but she was wearing some type of perfume that she didn't, that my tech did not like.

And so she's just doing the most. She's just going through, she's taking some spray and she's spraying it all around her. And every single time the girl walks by, which was about three or four times during the time that I was there, she would just keep spraying and turning around and stopping and talking about it. Like, my goodness, I can't believe she's wearing that, that perfume that I said that I don't like for her to wear because it's so strong. Mind you.

I didn't think it was that strong. I honestly didn't even smell it, right? But just the act of her just doing all of that in the midst of me trying to enjoy my pedicure, that drastically took down the client experience. So though she did a good job and a lot of service providers, we do a good job, right? You might be at this point doing a good job.

But sometimes it's the unintentional things that we do or don't do that we don't realize that is impacting the client and their experience with your service, with the way that you are working with them. And so the moment that I left, I'm like, told my husband, I'm like, okay, yeah, he's like, how'd your feet come out? I said, yeah, they came out good. But I had to tell him the whole story about what the lady was actually going through and doing. And then it made me do what?

It made me question whether or not, A, did I even want to go back to that salon, which I'm going to go back to that salon because I've been going to that salon for years. But B, I just knew that I didn't want that tech again. Right? So even when I do go back, don't give me her. Okay. Don't give me her because she talked me half to death and then she was doing all of the most. And when I go to the nail salon, that's just not the experience that I want. Right.

but she wasn't thinking about me when she was doing all of that. She was thinking about her when she was doing all that, even though the deliverable and the result was actually good, right? I got good nails. I got my feet, my pedicure was good, but it didn't leave a good taste in my mouth when I actually went through my left because I just felt so disturbed, right? And so when you think about,

enhancing your client experience is thinking about those touch points. What can you do a little bit better that is going to make your customer go through and feel like not only that you did a good job and that they want to go through and refer you and they want to come back and pay you more money because did you know that once someone goes through and they pay you, they are five times more likely to pay you again.

And that all happens not just because of deliverables, not just because you did a good job. Doing a good job is what you're expected to do. Okay. Doing a good job is what you're expected to do because you got paid for service. And so you're expected to do that service and you're expected to do a good job. But client experience is one of those things that just takes it to that next level.

Okay, it takes it to the next level. This is when you are intentionally thinking about how the client feels, how they actually go through and interact with your service. So if you're thinking about anything else and you're like, okay, I'm doing everything manually in my business. And I just want to say also to you that this tech wasn't doing this to hurt me, right? She wasn't, she wasn't doing all of that to disrupt me, to hurt me or anything like that.

Again, she was thinking about her and she was thinking about as long as I do a good job that it is okay. And most service providers feel that way. They feel that part of the client experience is being nice or delivering great results. And that is part of the client experience, right? We do have to be nice. We want to make sure that we are nice, that we are polite. I know when I had a ⁓ virtual assistant,

One of the things that I used to do when I was training my virtual assistant and just going through and just interacting with clients is that sometimes you're going to have to tell clients no. Sometimes you're just going to have to say no, but there's a way for us to say no. Like most people say, okay, well, no is just a single one word sentence, right? And though it is, it is a one word sentence.

However, the way you say things, the way I can say no, it still means no, but the way I say it can be different. making sure that yes, being nice is expected when you're thinking about customer experience. When you go to Chick-fil-A, they are very nice typically, right? They are nice, but they also give you the deliver the results that you want, right? Your food is hot, it's fresh.

but also the way that they talk to you and the way that they make you feel throughout the process is golden, right? And that's why they have high client experience and high retention where you keep going back getting Chick-fil-A,

So when you're thinking about too, now I'm gonna give you these three strategies that you can actually start implementing today. You can start implementing today into your business or at least start thinking about, how can I tweak something in my business to kind of make sure that my customers, that they're having the best client experience? Because some people aren't gonna tell you that

they didn't have a good experience, right? I'm that person. If I visit your establishment and though the food may be good, the food may be good, the service may be good, the product looks like I got my pedicure done, it may be good. I am the person that I am not gonna tell you that I didn't have a good time or I'm not gonna tell you that I didn't like the way you did this. I am the silent customer, okay? And a lot of people are like this.

am the silent one that will silently stop going to your business. I am the silent one that is just not gonna pay you again. And you will never know why because I'm not gonna tell you why, right? And as a system strategist that specializes in client experience, see obviously when I go out and I interact with businesses that I see the...

the flaws sometimes and I'm not looking for them, but I see them and I recognize them. And I also give grace where I'm like, okay, maybe this was just a bad day, you know? And I will sometimes give people a second chance if it's something like that, right? Where I'm like, okay, it's just a bad day. Maybe they were a little off today. But when you think about your clients as a service provider, sometimes you don't get that second chance. Sometimes you don't.

You don't get that second chance. Sometimes that first impression that you leave on that client, that customer, that is the only impression that you get. And just like how I got that pedicure and the first thing I said to my husband when he asked me, did my pedicure go? That's the story that I told him. That's not the story that she thought I would tell him, right? As a service provider, she did a good job. I even tipped her. So it didn't stop me from tipping her because she did a good job.

Right. But was that the story that she thought I would tell? No. So let's say I was telling that to my husband, but let's say I was telling that to a number, another woman who would go get their feet done. You know, men get their feet done too. But let's just say I was telling this to another woman that wanted to get her feet done. And maybe they were looking for a nail shop. Would they then want to go to that nail shop based off of the story that I gave? Probably not.

I could be like, yeah, look girl, my toes look good. But they were like, girl, yeah, but you said she was doing the most. She was, she was doing the most. And so this is a couple of ways. I'm gonna give you three strategies. I wanna actually kind of just keep these episodes, these live behind the scenes episodes kind of short and sweet for you.

So here's the three strategies. Okay. So again, the first thing I want you to really understand, I want you to understand this one thing I want you to reframe and refocus on this as I want you to understand that client experience is not just about being nice or delivering a great service. It is beyond that. It's about how you actually go through and make your clients feel because the truth of it is that a lot of you do a good job.

Okay, you do a good job at what you do. If you're a website designer, you know that you can build crazy websites probably better than anybody else. If you're a photographer, you know that your eye is perfect, that you capture those moments. If you're an event decorator, you know that you got all the buzzards and all of that to make somebody special events stand out, right? And make it where it just looks so beautiful. So you know, you know what you need to do.

But the truth is that clients fall through the cracks not because of your skill. Okay. I want you to remember that it's not because of your skill is because of a lack of inconsistent systems that you have in place. So these gaps, so sometimes a gap can be things like slow responses. Somebody goes through, has anybody gone through and email you about your services? And then it takes you three, four days for them to even get a reply back.

That's a gap, right? That's a system gap. And when I say systems, I don't mean that you have to have this tool or software, even though tools and software do help us to be able to organize and automate certain things in our businesses. A system is really just having a repeat process of how you actually go through and do things and really start to think about the touch points of how you're going to interact with your clients.

and how your clients are gonna go through and interact with your actual business. All the way from the inquiry stage to the time that they raise their hand and say, yes, I want your services, I wanna work with you to the time that they say, okay, the service or you deliver the service and the service off boarding process, right? And even we talk about how to keep them around.

for even longer, even after that point. Because again, like I mentioned, if they paid you once, we have to have a way to be able to have them come back to us and to pay us again. So again, it's inconsistent system. So this can be missteps. This could be unclear processes. Maybe you're doing one thing for one client and then the next time you're doing something else for someone else. And so you're having to go through and continue to reinvent the wheel each and every time you go through and onboard another client.

this creates inconsistent systems and inconsistent client experience that you have with your clients. So the first thing, the first strategy that I want to give to you today is go through and create an aligned inquiry to onboarding flow. What does that mean? So when I say inquiry to onboarding, this is the phase for which someone finds you and they inquire

require or about your services. So you can let me know in the chat, if you're watching live, you can let me know in the chat what exactly it is that you do. But when we're talking about inquiry, so we're talking about that phase. Most people, like you're getting leads, so you have like your lead generation system, right? So you have your lead generation system. This is going to be how people are actually finding you. This is going to be maybe YouTube, podcasts, social media. So this could be Instagram, TikTok, threads, all of that, right?

How were they going through and finding you? Then when they go through and find you, it's how were they going through and putting that inquiry with you? When they put in the inquiry, you wanna kind of look at, okay, what is this process from when they actually go through an inquire to when I actually go through and onboard them once they are a go, right? And so you can simply just go through and just write that out.

You can write that out on a piece of paper. Okay, so they go to my website, they submit my form, whatever type of form that you use. I personally like to have a client management system and I use a client management system form with inside of HoneyBook. You don't have to use that, right? You can use whatever system that you want. I do recommend that most service providers that they have some type of client management system because a lot of client management systems will allow for you.

to take all of these different systems. And when I mean systems, I mean your onboarding system, your offboarding system, your retention system, your referral system, your client delivery system. All of those are just little itty bitty parts of your business that actually make up your client management. And so you take those and then you input them inside of your CRM system, your CRM software, which could be HoneyBook, which could be Dipsado. This could be 17 hats. It really doesn't matter what you use.

It's really about that you have the system in place that you then can put into something to help you organize and automate it. So your first strategy is going through and creating a system for your inquiry and for inquiry to off-boarding. So making sure the moment that someone inquires with you, for you, for your particular services, that they're guided through a process for them then to get the next clear steps.

So the next clear steps can be, okay, I want them to book a call. They put in that inquiry, they get that email back to say, hey, know, book a call with me, let's chat about your business, your services and how we can go through and support you. Let's book a call, right? Then when they're going through and they're booking a call, they book their call and maybe in the backend of your system and your software, whatever CRM system that you use and that software,

it's going through and it's sitting them out reminders of that, of your, their upcoming session or something like that. Right. So maybe it's in a reminder, Hey, a day before an hour before. So they're reminded. And these are things that you don't have to do. Right. When you go through and you set this up, you don't have to go through and manually go through and remind them of their meeting. You cannot believe how many times I have jumped on discovery calls with leads.

And they have said, I love how you send me all of these reminders. They love it. They love getting all the reminders. And is it me sending them the reminders manually? No, it's not me. It's because I created a system and I have a process and I use a CRM system that is then sending them out reminders. The only thing.

that I need to do when it comes to someone going through and putting an inquiry with me is I just need to show up to the discovery call. I don't have to worry about responding to their inquiry because there's already an automated email that's sent to them to respond back to their inquiry. They're already provided with the next steps. So depending on your business, the next steps might not be a discovery call. Maybe it's some type of questionnaire or maybe it's just, hey, just book it, just

payment and send invoice, right? Whatever your process is, that's what you want to go through and start structuring in your inquiry to your on-board flow. This is going to be like that first taste of what it's like to actually go through and work with you. I think a lot of times what happens is as service providers is that we want to go through and we want to build out everything all at once. We want to go through and build out everything at once.

You don't have to build out everything at once. I recommend just building it out in phases and then just writing out first, but then build it out in phases, right? So your first strategy is to make sure that you create an inquiry into an onboarding flow. The second strategy that I would give to you is just to streamline your communication because communication is key.

When we're talking about client experience, when we're talking about client experience, we're talking about retention, we're talking about referrals. The way that you communicate with your clients is very, very important. It's very important. Everyone has their brand tone. So I'm not going to say everyone, but if you don't, that's fine. Even if you use something like you go to ChatGPT and you have ChatGPT go through and create you some candid email templates.

What I recommend even in that case, cause it's not like we use chat GPT too. But one thing that I have found that even if you're trying to create templatized emails is to talk to your chat GPT or whatever AI system that you have of choice, right? Talk to it. Instead of typing and saying, can you write me an email that thanks the client for inquiry? No, I recommend

actually going through and speaking to it. Okay. Because when you speak to it, it's going to start to pick up your tone of voice, how it is that you talk. And a lot of times too, I find that you give so many more details when you can say it, because when I'm talking, I'll just talk a mile per minute to chat GPT and then it'll

craft me out something that I really, really want. Like, so I'll tell it, these are the pain points of my ideal client. This is what they're struggling with. But would I have typed all of that out if I were typing? Probably not. So going through and actually typing it up is going to help you to be able to possibly get your brand voice a little bit easier. But the way you go through and respond to your clients is going to be essential as well. So the way that you go through and respond, first of all,

making sure that you do respond, but making sure you do respond the way that you respond and the cadence for which you respond, right? As far as how often are you checking in? How often are you responding to their inquiries? How long does it take you to respond back to their inquiries? This is going to be key as well. And then being proactive. I think sometimes that we wait when it comes to communication, sometimes that we just go through and we just wait.

We just wait for, well, they'll reach out to me for an update. No. Set expectations ahead of time of when you're going to touch base. So for example, we go through, we design, of course, client experience systems. And a lot of the ones that we set up are through HoneyBook. When we go through and we do our full HoneyBook setups, we're already setting those expectations ahead of time to let clients know that

We are going to check up on you after we do, so we do the strategy call, we give their other assets and all of that. But then we'll let them know that we're going to check in on you every single Friday until we're done. And if we have any questions in between that are very pertinent questions, then we'll reach out. But other than that, we're gonna touch base with you every single Friday. So they know that every single Friday, they can expect.

us to check in and let them know of the status of their project. Now they can see the status of their project through our client portal and our project management system in Asana. But if they want to have our feedback as far as what's going on and not being sure, they already know when they're going to get client communication back. And having something all in one space is also very helpful as well,

So having emails going here and there emails are so crowded. I see that now that just companies that I follow that they're sending out emails. It used to be where you can send an email out once a week and that'd good. Like you were good. Like you were doing something. If you were able to email your list once a week, you were, you were golden. But now.

Because email is so much and people are getting so many different emails. I mean, you I get a ton of Fashion Nova emails. I get a ton of Nike emails and what's the other one? Bath and body works, okay? I could probably get a daily email from Bath and Body Works. But because of that, people and your clients, your leads, their emails are swamped. I, as a business owner, have five different emails.

But when you think about your clients, depending on what, who you actually go through and work with, they might only have one. So just think about that. You want to make sure that you're able to have the communication, especially in that case, all in one place. So when you have some type of client management system in place. So like I said before, like I use HoneyBo.

HoneyBook allows for them to log into their client portal. And even though the communication is sent to them via email, if that's what you decide to do, it's sent to them via email, they can easily log in to their client portal and they can see all of your client communication all in one place, right? So if they were to say, I missed that email that you sent, maybe it's drowning somewhere, or they can easily just simply just log into their HoneyBook portal and they can actually go through and they can see that

communication, the next thing for you to be able to go through and really stop losing clients or if you don't have any clients now, these are things just to put in place, to already have in place.

in your business so you can go through and create a seamless client experience is making sure that you systemize the off boarding and the feedback process. So a lot of times what happens is, and I see this very often, is that we are laser focused on client onboarding. Client onboarding, I find that most clients have a pretty decent idea of how they're going to onboard the client.

Right? They kind of do know. I mean, they've taken the payment. Sometimes it might be a little manual, but for the most part, they still have like a loose system around client onboarding. But when it comes to off-boarding, a lot of times, well, when it comes to onboarding, a lot of times it stops there. It stops at onboarding and then everything else is just kind of done, kind of scattered. Okay. And that may be you. And that's fine.

That's fine if it's you because it's a process, right? You do not go through and you do not implement all the systems that you need in your business overnight. That's just not the way that it goes. You do this in phases and you do this with also going through and tweaking your processes and then also getting support where you need it. So when we're talking about going through and systemizing the off-boarding process and feedback process is that

A lot of the times, like I said, we focused on onboarding, then we deliver that service or that product, right? And then what happens is, so let's say for example, that you are a virtual assistant. Well, actually I'm gonna use another example that actually has just a one and done delivery. So let's say you're a photographer, right? You go through, you onboard the client, they've paid you, you've done the photo shoot.

You've then delivered these edited photos back to them. The next thing about it is that you go through and then the offboarding is just a little, you know, you sent the pictures and it's like, okay, that's it. I sent the pictures. Okay. You sent the pictures and they got it and that's great. But when we think about having an offboarding system,

And we think about retention and we think about referrals. We really want to be intentional about asking for repeat business. We really want to be intentional about going through and asking for testimonials. We want to go through and think about going through and asking for rebookings and how we're going to invite them back for rebookings.

Because depending on your particular business and like the one, the example that I use, you're a photographer, what did they go through and get those pictures done for? Did they get them for, like if this is a brand photo shoot, were they getting it for their website? Were they getting it for like their social media? One thing that I like to do is when we work

with photographers and not just photographers, but when we think about when we work with our clients, because we work with all types of service providers, we actually work with service providers and coaches and consultants. And when we go through and we actually build out systems and help support them in creating client management or client experience systems, we really think about how can we get these clients to come back to us and putting a process in place.

So even simple as going through and I'm going to create a follow-up to follow up with them 30 days, 60 days, 90 days from the time that we actually completed that service or that delivery. Now, how can you actually go through and do that if you don't have any type of system? So you know that that's part of your system and you can do it. So let's say if you don't have a client management system, can you still create this off-boarding system with

out having software to help you do this. Absolutely. You can. You can literally go through if you have your calendar and say, hey, I actually got done keeping with the same example. I did this photo shoot. It's September 2nd. I did this photo shoot and I'm going to write on my Google, put it on my Google calendar that I'm gonna follow up with this person on October 2nd, 30 days from today. And I'm gonna send them out an email. You can absolutely do that.

Is that the most effective or efficient way to do it? No, because as you get more clients, as you're in the weeds of doing client work, as you're going through, you're doing lead generation, you're creating content, running your business, doing the other things that you are supposed to be doing in your business to help your business grow and thrive, you're gonna forget to do it. So when you have some type of software in place, like a client management system, like I said before, like we use HoneyBook,

We can just go through and create automation for you to say, hey, when this project does end, go ahead and send this email out in 30 days. Send this email out in 60 days. Send this one out in 90 days. And in each one of those emails, I want you to include a link to have them rebook service or book another discovery call with me, right?

And so those are the things that we want to think about when we're going through and we're thinking about our offboarding and how we can get people to start coming back to us. How can we get them to go through and share us or refer us with other businesses or other people, just regular customers, so they can go through and repeat business and even think about too, and this will be the last thing I'm going to talk about with offboarding is just to go through and not only rest on

like testimonials and not only rest on just like your referrals, but how can you make it easy for them? Okay. How could you make it easy for them? Is there some type of form that you can send out to them to make it easier for them to provide you with the feedback when you're doing feedback? Is it not just a blank statement? Like, Hey, how was your experience?

If you do some type of feedback that says, was your experience? In most cases, most clients are going to give you, it was wonderful. I had a great time. Or those pictures were so beautiful, but it doesn't fully explain that client experience. doesn't fully explain.

what exactly that you did for your client? And so asking questions to them, pull out responses from them is going to be the best part. Even when it comes to referrals and where you're thinking about putting together your off-boarding system, when it comes to referrals to really even think about, okay, going through and can I provide them with the words to say about me? Can I provide them with the words to say about me?

make it easy for people to go through, especially if they're gonna go through, they're gonna share it on social media, maybe they're gonna send out an email to their friends or other business ⁓ people, colleagues, whatever. How could you make it easier for them by just giving them the words to say, giving them the picture of creating them some type of mockups, depending on what it is that you do, creating the mockups so they can actually easily go through and share what you did for them, okay? So again, just to kind of recap here is that

Having and doing everything manually in your business is going to be one of those things that is going to hinder you from being able to create a seamless client experience. And it's not again, because you're not great. You are great. You are very great. You're amazing at what it is that you do. But when you do things manually, just being a human being, things are just gonna slip through the cracks. It just is. You're gonna miss that email.

you're going to forget to put that date that they told you on your calendar. That's just going to happen when you're going through and doing everything manually. What's going to help you to be able to go through and grow your business, create retention, boosting client experience and have your clients coming back to you and also just getting more clients is putting intentional systems in place that are working for you in the backend.

that's working for you and onboarding your clients while you're at the grocery store with your kids. That is working for you while you're asleep. That's going through a working with working for you while you're working with other clients, right? You might be on a photo shoot or maybe you're a VA, you're doing other work for other clients, but in the background, these systems, these systems are going through and working for you. They're the systems that's going through. And when you don't have time to do something, they're

pulling you up. Systems allow for you to be able to do this, And so the strategies that I did give you again was going through and creating an aligned inquiry to onboarding system, making sure that you streamline your communication, and then also to systemizing the offboarding and feedback process. This is the key for you to go through. This is the key. This is the recipe.

for you to go through and continue to go through and stop losing clients and get repeat business. And if you're not getting business right now, this is the key that you can put in place that's gonna help you to go through and wow your clients and help you to be able to go get clients at this moment in time as a service provider. Okay, so we're live. If you have any questions, just let me know what questions that you do have.

I know a lot of times as you might be typing, I know a lot of times some of the questions that I do get that's pretty common with this is how do you actually get started with systems? And one of the things I love to tell people with is just simply just going through and just writing it out. You can write this out on a piece of paper. I promise you, you do not have to create a system on some type of software.

You want to make sure that your system is something that you've thought about, you strategized about, and you really have not only you in mind of how you actually want to go through and run your business, but then you have your clients in mind. And the touch points, the touch points meaning this is all of the interactions that I'm going to have with my client from this point to that point and that point to this point. You can do this and write this out on a piece of paper.

Once you've kind of gone through and done that, then you can go through and look for software that you can then take that system and implement it into that particular software. Again, whether that is HoneyBook, Dipsado, 17 Hats, it doesn't really matter the software. You can test them out. If you wanna test out like HoneyBook, I am a HoneyBook educator.

You can go through, can test those out inside of HoneyBook. I'll make sure inside of the description box of this video that you get the link to actually do a seven day trial of HoneyBook as well as get 30 % off of your first year of HoneyBook subscription. But try them out. Most of the CRMs, they have free trials that you can go through and you can use to be able to try it out and see what they actually.

see what they actually do, see what features they have, see what you can do inside of them. The next thing that you can do is actually find support. Now I am a system strategist, I'm a client experience system strategist. I didn't even introduce myself, but my name is Kenniqua Lewter client experience system strategist and HoneyBook educator. So I help service providers create retention boosting, revenue generating, client experience systems to help you.

save time, 10 plus hours per week. It's funny because I say 10 plus hours per week, and this is something that we've been able to go through and help our clients go through and achieve. But literally just the other day, HoneyBook just shared with me a study that they did, which I'll be sharing with you guys on an upcoming podcast episode, I think probably live, that they actually found that it's a little bit more than that, that it's actually almost 20 based off of the study that they actually have done doing a study

that is perfect, we can actually raise that number up. But yeah, help you save those hours per week and stop doing everything manually in your business. So you can actually stay in your zone of genius because again, you are the perfect, you are the perfect VA, you're the perfect online business owner, you're the perfect coach, service provider. But sometimes,

your back ends may just be a little bit messy and you might just be doing a lot of things manually. So if you feel like you do need some support in this particular area, in the description box below, there should be my information where you can reach out to me to book a call with me. If not, you can always go to yoursystemspro.com.

You can go to our website and you can submit an inquiry with me. Right now I'm actually still doing free clarity calls for 20 minutes where I help you identify your number one system or tech gap that's actually holding you back in your business. So if some of the things that we talked about during this live.

that you're like, okay, I'm not sure where I need to go through next. You can even go through and you can book that 20 minute free Clarity call, which I'm just giving you pure value. It's not even a sales call for our Clarity call. So if you want that, you can go to yoursystemspro.com. You'll see that on the homepage, at least for now, it's not gonna be there forever, but you can go to yoursystemspro.com to see it there or go to yoursystemspro.com forward slash Clarity.

and that's where you can do the free clarity call.

So I appreciate you guys tuning in. Again, go to yoursyspro.com so we can discuss a chat of how you can go through and start getting your client experience systems together so you can start going through and wow your clients and stop doing all the manual stuff that you might be doing in your business. So I'm gonna go ahead and close it out here. I hope you all enjoy the rest of your week and I will see you again next week.