In this article, we explore the importance of improving client experience as a service-based business. Let’s discover clear communication, personalization, and lastly surprise & delight. With a few bonus nuggets along the way!  These things can leave a lasting positive impression on your clients and change the course of your business. 

Okay you’re busy living life and growing your business let’s stop with the small talk. It’s time to dig into client-centered excellence and learn how it can set you apart from the competition!

Above & Beyond Communication

As a business owner, I am sure you have experienced the good, the bad, and the ugly when it comes to communication. This can take shape in a variety of ways from a timely response time, all the way to an illegible email paired with extensive delays at every turn.

But I would like to make the case for clear communication and why it should be a part of your business and brand message. Yes, I said you should put it in your brand message because it is THAT IMPORTANT, especially in the online and remote workforce.

This could look a little different depending on your industry, but here are a few ideas:

Short-Term Projects

Long-Term Projects or Retainer Style

Your early (and continued) communication is a reflection to the outside world i.e. potential clients of what it would be like to work directly with you. So, take the time to make some communication guidelines and hold yourself accountable to that standard. It could just win you a client!

Personalization

The next area of focus is when it comes to humanizing your clients you know…. personalizing their journey. Small business owners are people too as you being one yourself that is. They have a lot of balls in the air and a variety of hats on their heads. And the personal touch is what takes your great service to the next level. If you have not created a system that allows you to give easy and practical personalized touches along the way you are missing out. But fear not I have some tips to get you started. 

Two easy-to-implement steps to adding this to your business:

One

Let’s create custom to your business templates for your offerings so that you have key points you edit on a client-by-client basis. This saves your time and sanity while elevating your client care.

Two

Next up! Time to identify gifts for your clients. This looks like gathering your go-to items for EVERY price point of service you offer. I like to have 3 – 5 options for each level of service offering. Want to take it a step further? Template it! Have a copy template for what note to send … edit a few details and it is on the way. ←  this is a great task to hand off to a VA.

Helpful Tip: Ask your accountant for best practices for gift-giving! This could be a great write-off.

Surprise & Delight

Last but not least! It is time to consider surprise and delight. This really is the cherry on top that can set your business a part. It is time to reflect on your services and see where you can add in unexpected perks. This is the built-in additions you account for that surprises the client. Think of promising 100% and giving 120%. Better yet it is all pre-planned so doesn’t add stress or extra to your plate. 

This elevates your service. And it secures your 5+ star review when paired with excellent service, outstanding communication, and those personalized touches!

Maybe for retainer clients, it’s sending a gift for the business’s birthday. Or for a short-term project is sending a gift card for a coffee when they send in the onboarding questionnaire. It’s pre-planned, but not advertised! It surprises & delights! 

Never underestimate the power of a handwritten note. I love to buy fun note cards when traveling to share with clients!

Bonus: The importance of a good great off-boarding!

Okay, I was going to wrap it up there, but I want to share one little bonus nugget with you! Off-boarding… We all know what it is, but can I tell you that I think it is equally important, or maybe even more important (gasp) than on-boarding.

No matter how big or small a project is, off-boarding is that final often lasting impression. This is when your client will be sharing their experience with you. Of course, your service is the best of the best, but your delivery and follow-up matter too.

Consider having a handoff call or meeting to bring completeness to the project. Remind them of your referral incentives and let them know how they can leave a review for you. Highlight the high points of working together! And certainly, don’t forget to bring a touch of surprise and delight.

Final Thoughts & Next Steps

Improving client experience is essential for service-based businesses! By focusing on clear communication, personalization, surprise and delight, and a good off-boarding process, you can elevate your business and leave a lasting impression on your clients. These strategies set you apart from the competition and build strong relationships with your clients.

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Actionable Steps

Take these action steps to heart, and you’ll see the positive impact they have on your client-centered excellence!

P.S. If this sounds great but is overwhelming with where you are at in your business journey consider using Adroitly & Co. to help you with strategies and navigate implementing these things! You could see impacts within your business in a matter of months. Our Services

P.P.S. Want to see some of our free resources? Hop over here Resources Page

Want to chat about ways I can help elevate your business? Free 30-minute brainstorming session! Let’s chat!