The importance of your client process in your stationery business
Your onboarding and client process is comprised of every touchpoint your client goes through from start to finish. Inquiry to final delivery.
I know that sometimes we get into a steady groove in our business and can sometimes forget about these processes we have in place, especially if they are automated.
But I will say that a good client experience can make all the difference in the world, not only for your clients but for you as a business owner. A client who has an amazing experience compared to a mediocre experience is more likely to talk about it and make sure that all their friends know about it.
I always recommend at least once a year, to go through each and every one of these touchpoints and check for 2 things:
Are there any updates that need to be made to your process?
Go through all of your wording, links, and templates to see if you need to do any updating. Check links and make sure they’re still working. Update canned emails if necessary. Update any dates as needed. Update any guides or samples you send your client. Just make sure that everything is functioning as it should!
Does your process need to be changed any?
I would go through your entire process start to finish from a client’s point of view to see what it looks like. Are there areas where you could improve?
Do you maybe go a few weeks in the design process without any communication with your client? Maybe you add in a canned email that checks in with them and lets them know their process is underway and how excited you are.
Maybe someone inquires and they just get a “thanks for inquiring, we’ll be in touch” message — maybe that could be expanded to a warmer email thanking them and providing a little more info before getting in touch. Maybe it directs them to a private page on your website with some free resources? See where I’m going here? Just go through it from their eyes and see if there are any areas where you can improve.
All of these little touchpoints are so important in your client experience. They help to make your client feel loved and appreciated and help show your level of professionalism. And it can go a long way when you create such an amazing experience for your client because I guarantee you that when your client has friends that get engaged, they’ll be signing your name from to rooftop!
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