And the very last word you want your clients to use to describe their experience in working with you is “clunky”.
Today, we’re going behind the scenes in one of my client’s businesses, looking at how we took Hannah from frustrated and overwhelmed to organized and sane, ultimately saving her an average of three hours of behind-the-scenes work for each and every client.
My amazing client, Hannah had a coaching business that was growing FAST but had virtually no business backend to support the growth that was taking place.
She needed help putting systems and structures in place to support her scaling business so that the bulk of her time spent managing the moving pieces behind the scenes would be freed up to focus on nurturing her audience, creating more revenue, and doing what she loves–working with clients 1:1.
Each time she signed a new client, her excitement was quickly replaced by frustration as she muddled through the manual process of onboarding each client from memory, hunting and pecking through her Google Drive for the files she needed.
Hannah reached out to me with the goal of creating efficiencies behind the scenes in her business and in her client experience so that she could live in her sweet spot confidently, knowing that her beloved clients were being taken care of without her manually moving each piece of her client experience forward.
I began by assessing Hannah’s existing systems by walking through each piece of the client journey, from initial inquiry to final offboarding as if I was the client, looking for things like…
We then sat down and walked through each step of Hannah’s ideal client workflow, from start to finish, including not only the foundational workflows for client onboarding, but also making sure to include a feedback and testimonial request process as well as the often-overlooked (but SO important) client offboarding.
Want some more ideas for upleveling your client experience? Click here to read one of my favorite blog posts to date!
After sketching out a rough flow chart (pen and paper girl here) I created automated workflows for each large “chunk” of Hannah’s client experience (i.e. client onboarding, client testimonial request, client renewal, client offboarding) in Dubsado, paying special attention to areas where we could add in Hannah’s voice and overall vibe.
We automated the steps in the workflow that made sense (i.e. sending out a proposal with a canned email) and created to-do tasks within the workflow in places that required a human touch (i.e. customization of terms within a client agreement).
Each of the “human touch” tasks was input into a task list within Clickup and turned into a Clickup template, to allow Hannah’s team to make sure that no steps were missed when the process was completed.
Finally, we tied the automated and manual pieces of each client workflow together by laying the entire process out step-by-step within written SOPs.
In case you need a refresher on what SOPs are and whether you need them in your business (hint: you do), take a look at this blog post.
This three-step process served to refine Hannah’s entire client experience–both on the back end–taking the guess-work out of the process for Hannah and her team–as well as creating a more robust experience for the client.
As a result of our work together, Hannah now gets to live in her sweet spot, nurturing her audience and loving on her clients. She no longer worries about missing a step in her client experience and knows that her clients feel seen, heard, and supported every step of the way.
Hannah’s calendar has actual white space on it due to the time she’s saved by investing in implementing systems & processes into her business and she now gets to go to pilates and take her dogs for walks mid-day, without feeling like her business is going to crumble the moment she steps away.
Ready to feel organized and sane?
I can help with that.
Book a free, no obligation Discovery Call with me here.
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