Why Your Poor Client Experience is Costing You Money

Let’s talk about one of the most overlooked areas by business owners: customer experience.

What Is Client Experience?

Customer experience is your client’s perception of your business and how you treat them. It’s an essential part of your business dynamic and can make- or break- your potential growth. 

The issue is that most people believe that the customer experience happens after you make the sale, but that’s not true. Your customer experience begins the moment you engage your lead, which is why you need a process in place well before that point. Otherwise, you may miss out on potential clients. 

Why is it Important?

Let me set the scene. 

Recently, I had some issues with my house. To fix these problems, I had to talk to plumbers, electricians, roofers, and other tradespeople. I probably spoke to over 30 people, but I only hired the businesses with a process in place and offered me a good customer experience. 

Surprisingly, there weren’t many. 

The ones that didn’t have a process weren’t ideal to work with because the experience they provided me didn’t make me trust them as a professional or make me think that I would have a good experience while they were doing the work. 

Think about it. If 86% of all customers are willing to pay more for good client experiences, then good client experience is what you give them. Aside from that, a good customer experience can elevate your business from the crowd and make it easier to find and enjoyable to use. 

Businesses that focus on the customer experience also see an 80% increase in revenue, so make sure to make a process for your business today.

How to Fix Your Client Experience

Creating or adding a customer experience process is one of the best things you can do for your business. So, here’s how to add (or fix) your customer experience process. 

First, write down your existing plan with as much detail as possible. Then, pretend that you’re the client. How would this plan work for you? Are there any gaps or holes that need modifying?

Once you figure that out, you can create your ideal customer experience. 

How to Make it Better

Now, let’s take your ideal client experience process and make it better. To make your process stand out from the rest, make sure it has these elements: 

• A clear vision for your clients. How do you want them to experience your company?
• An understanding of your clients. What do they expect from your business? 
• An emotional connection with your clients. Why should they pick your business over the others?
• A personalized experience. How can you tailor it to your client’s interests?
• A way to gather feedback. What do your clients say about their experience?
• A willingness to use their suggestions and improve as needed. 
  
  

These elements will take your client experience above and beyond, leaving your clients satisfied with your business and eager to share their experience with others. 

Final Thoughts

Your client experience process is essential for the growth and well-being of your business. It helps you take care of your clients and give them the best possible experience, and it begins the moment you say “hello.”

However, I understand how overwhelming creating a process can be. If you start from scratch, you have to make it align with your business and draw in the right clients. If you’re fixing an existing process, you have to shuffle elements and figure out what works without breaking everything attached to that process. 

What a headache! 

Luckily, I’m here to help.

I’ve created a set of templates for all your onboarding and offboarding needs, and they’re ready to help you make the client experience process of your dreams.