The Stages of a Client Journey
Recently in my weekly encouragement letters to my email list I was talking about how I see a lot of information about ‘self-care’ in business, but often times limited information about client-care… and by this I mean how to nurture potential clients and current clients to ensure they have an incredible experience with us.
In today’s blog I wanted to dive into the 5 key steps in the client journey and important things to remember in each step [this content is a snippet of my bonus course inside of consistency for creative all about client management]
As you are mapping out your client journey in the beginning stages, I recommend identifying the resources you will need to make this happen.
Stage 1: Lead
Remember it’s your job to direct them into the funnel you have set up. This stage is all about how they can find you, and easily reach out to you.
Resources I use for this section: Dubsado* for lead capture form on my website, email template for inquire response, pricing guide [I used a template for Basil and Bark]* and acuity to schedule a connection call.
Stage 2: Nurture
This stage is all about assurance. How can you assure them that you are the right person to help them [and if not - how can you still provide excellent client experience]?
Resources I use for this section: Acuity scheduling app to know when they booked their call, zoom meetings to hold the call, and Dubsado for a proposal*
Stage 3: Onboarding
This stage is assuring them of their decision. Just because they bought from you, doesn’t mean you stop providing excellent service. How can you assure them that they made the right decision and set up clear communication streams to easily work together?
Resources I use for this section: Dubsado* for contract and invoice, stripe to receive payments, Lastpass to gather passwords for clients, Dubsado to send questionnaire, client welcome magazine, client welcome email template, asana to set up project information, Voxer for urgent communication, Loom for tutorials.
Stage 4: Client work
This is where the magic happens. In this stage of the client journey, you want to ensure they get what they paid for (and more!). In this stage you want to consider: How can you do your work most efficiently and professionally?
Resources I use for this section: Voxer for communication, Asana for client work + workflows, Dubsado to deliver final deliverables, Google drive for file storage, Zoom + acuity for client meetings
Stage 5: Offboarding
How can you best thank them and create a raving fan of your client experience? We want to send off our clients well.
Resources I use for this section: Greetabl to send client gifts, email goodbye template
Dubsado questionnaire for feedback, google calendar to schedule check-ins and birthdays
Asana to schedule check-ins
I hope you found this blog helpful! Our clients matter, so let’s be business owners that go above and beyond to make them feel valued.
P.S want to know more about client management, including email templates, video trainings and a behind the scenes of my client on-boarding? Come get the bonus course as part of my consistency for creatives