We hear a lot about the client experience. This isn’t just the latest buzzword or trend, it’s a time-tested business investment that, when perfected, turns a lead into a prospect, a prospect into a client, and a client into a raving fan who will refer their friends and family to your business.
There are multiple ways to enhance your client experience that we will review in this course. In this lesson, you will create a clear and outlined experience for each client as they move from prospect to client. This also allows the staff to know what role they play and standards to adhere too. It uncovers time-saving ideas you can implement to lower the workload. And it builds trust, expectations, and transparency to create a great client experience.
Client segmentation is critical to create these referable experiences. This lessons teaches you to arrange your client base into smaller groups according to the level and method of service you provide them. This exercise provides clarity on the types and depth of services you provide to each client, which in turn, allows you to calculate how much capacity you do or do not have in your business for new clients. Being bogged down with over serviced, low-level clients is like swimming upstream when it comes to scaling the business. It‘s futile. It drains energy and detracts from the client experience. By narrowing down your client segments and off boarding those that no longer fit with your model, you are able to offer more to the clients you do serve. Those clients will be happy clients. And happy clients are the ones that most often send quality referrals.