More Wows than Disney World
The show Ted Lasso has become my latest summer obsession! It's a fantastic series that follows an American football coach who takes on coaching soccer in London. What makes the show so incredible is the way Ted, despite his lack of knowledge about the sport, uses his coaching skills to motivate and lead his team to success.
Now, you may be wondering, what does Ted Lasso have to do with Policies and Procedures? Well, more than you think! Just like Ted creates a consistent and positive experience for his clients, it's crucial for businesses to establish process consistency around the client experience. Clients should know what to expect every time they engage with your business.
Processes for client experience can include:
Onboarding: Create a seamless and enjoyable experience for new clients. As the old saying goes, you never get a second chance to make a first impression. This holds true for your onboarding process. When you start working with a client, you guys are new to each other, and they’re not sure what to expect. It’s your responsibility to make this not only seamless but also enjoyable. They should be excited to work with you!
Scheduling: Make it easy for clients to book time with you to ensure that they feel involved and valued. Clients need to feel like they matter and know what to expect next. While they don’t need 24/7 access to you, they do need to feel involved in the process.
Product Delivery: Establish a standard for delivering products or services, ensuring clients know what to expect. This seems like a no-brainer, but it’s not as easy as it seems. If you provide a product or service, you should have a standard of how it gets delivered, when they can expect it, and what they’re actually getting. These are things that we pride ourselves on as business owners is providing excellent products and services, but how are you doing this consistently? That’s where you need to set a process
Communication: Keep clients informed about the progress of their deliverables, building trust and confidence. A big part of the client experience is them trusting you to create something great for them and that means regular communication. While it sounds like a lot of work, and it is… kinda, once you standardize it saves a lot of time!
By implementing these high-level processes, you can become a hero to your clients and create a WOW experience. If you're seeking more tips on client experiences and other processes, check us out on LinkedIn and Facebook! Start building an exceptional client experience today.
