Ep. 39 | The Fastest Way to Identify Weak Spots in Your Client Experience

If your client experience feels a little off but you can't quite put your finger on why; this episode is for you.

I'm sharing one simple thing you can do this week to find exactly where the gaps are in your client experience. And honestly? It's so simple that most of us overlook it completely.

In this episode, I'm walking you through how to find the weak spots in your client experience so you can fix them, communicate better with your clients, and build a client experience that actually reflects the quality of your work.

Let's dive in! 

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🎙️ABOUT THE HOST

Hi, I'm Kenniqua Lewter, Client Experience Systems Strategist, HoneyBook Educator, and the host of the Systems Rehab Podcast. I help service providers create client experience systems that save time, strengthen client relationships, and build a business that runs with ease. 

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Transcript

Kenniqua Lewter (00:00)

Okay, so here's one thing that you can do this week that's going to help you to be able to identify the weak spots in your client experience. So if you are a service provider and you're managing your clients and you have a premium service offering,

You want to also have a premium client experience. I always believe that client experience is one of our marketing advantages because people love to work with nice people, people who are doing a really good job, not only in the delivery itself, but actually care and support their clients. And so that's where client experience comes in. It's really the feeling that you give to your clients as they are working with your service based business.

So just in case we're new here, my name is Kenniqua Luthor. I'm a client experience system strategist. I'm a HoneyBook strategist. I help my clients with your service providers, just like you, if you're tuning into this video. Turn their one-time clients into repeat bookings and referrals using intentional client experience systems. So think of your client management, your project management, et cetera.

So with client experience, the fastest way that you can see exactly where those gaps are is to number one, you want to map out your client journey. So what I mean by mapping out your client journey, this is going to be the way that your clients are going through and they're navigating throughout your business. So this is the time from when they submit that inquiry to say, hey, I'm interested into your services.

all the way through the offboarding that the project is done, the retainer offer is complete, nurture and beyond, right? And everything else in between. So what we wanna do is we want to go through and map this out first. This is what I recommend to any service provider is to be clear on how your clients are navigating through your business. The reason for this is because this allows us to be able to see, number one, those gaps, right?

gaps come a lot of times between the communication. So things are not being communicated or you're just not being proactive in certain things. And again, that kind of all boils down to communication. But when we go through and we map out what this client journey actually looks like, how we want our clients to feel as they're getting the services from us, whether we're a photographer, whether we're a virtual assistant, system strategist.

then you owner, really doesn't matter. When we think about how we want our clients to feel as we're delivering our services, then that's when we go through, we map out that client journey. How we're to go through and see those weak spots is that we're going to go through step-by-step through the inquiry stage. Someone goes through,

They've submitted an inquiry with our business. What happens next? Like what is the first thing? What's that next thing that's going to happen? Is it going to be an email that's going to be sent to them? Is it going to be maybe a booking link for them to book a discovery call with you? What's that next thing? As you're building out your client journey from there, you're going to see, okay, these are the emails. So the communication that I'm having with the clients.

These are the questionnaires maybe I need to send. And what I mean by questionnaires, that these are the things that I need to obtain from the client in order to be able to do my job, to be able to do it well, to be able to create this experience that when they come to this meeting or when they come to this photo shoot that they're prepared. Like you've given them the information, you're proactive in providing the information.

That is what's gonna increase your client experience. And the fastest way that you can go through and spot those weak spots is to map that client journey and then go through it yourself as a client, So if you're already going through, you're managing your clients through some type of software, this is part, it's gonna be really easy for you.

you would go inside whatever software. like if you're using something like HoneyBook or using Dubsado doesn't matter whatever it is that you're using, go through your process as you currently have it, go through it as if you were a client. That is going to allow for you to be able to see this is what the client gets and this is what it looks like on their end. Because sometimes we'll go through and we'll set up automations, for example.

And we haven't fully tested out those automations. Like we tested out to make sure that maybe it works, but we haven't necessarily seen it on the other side to see, this is what the client sees. Because the more that you can see what the client sees, the more you can be proactive in your communication to them to be able to tell them this is what you can expect. Because you know what to expect because you've actually been through the process yourself. So that is what I recommend is,

map that client journey, at least get a rough draft start on it. If you do need help with, that is something that I do help my clients with through our client experience accelerator a 90 minute strategy call where I'll go through.

and map out your client journey with you. We do this in a full visual manner and then you'll have access to go through and edit it, make any changes in the long run if you need to. And it also does come with support after. So even after the call, if you're like, okay, I want to change this or tweak this or have questions about how do I implement XYZ, you would be able to do that and be in contact with me through our chat system.

But that's number one. And then number two, again, is going through and going through your client experience workflow as your client.

that's going to allow you to be able to see what those weak spots are. And then if you're not using some type of software already, again, going back to that client journey

So I know this was a short episode, but I did just want to share the information with you because I think that that's something that is just I think it's so simple that we just don't think about it like, yeah, you can see what those weak spots are. And those are the things to again, that's going to help you boost your client experience, but it's also going to help you to be able to make those tweaks and changes and be able to communicate and explain to your clients.

As they're doing something, you're going to be able to explain it much, much easier to them because you have gone through it before. And just keep in mind, anytime you do any type of automation, systems updates, anything like that is that you're always going to need to make tweaks. Okay. You're always going to have to make tweaks. It's not going to be a perfect, a perfect system, a perfect tool out there for you. You're going to have to go through and make tweaks, but definitely go through and take the time to be able to audit yourself.

Auditor process, auditor business, and you will find that it is going to help you to be able to save so much more time and take a lot of things off your plate. When you do have systems you have been able to go through and identify what are those weak spots. You'll be able to go through and do that. So I hope you enjoyed today's episode. Please go through and share this with a friend. It will be greatly appreciated. And I will see you in the next episode.