What Makes A Great Client Experience?

My ability to provide an excellent client experience is what got me promoted at the global luxury hotel brand where I started my career, and it’s what has since enabled me to support my clients scale their businesses to 7-figures, whilst maintaining an outstanding delivery.

 

Concerning yourself over the experience you provide to clients is one of the best investments you can make in your business. Whether thats an investment of time, money or even just brain space. And it’s something that I believe all business owners should be focussing on.

 

When I think of a great client experience 3 key pillars come to mind. Communication, consistency and personal touch. And today I’m going to dive into all 3.

 

If you follow me at all you’re probably bored of hearing me say that COMMUNICATION IS KEY, but it’s a message that I believe whole heartedly and one that I’ll take to my literal grave. Because I don’t just think, I KNOW the impact of good communication. I’ve seen far too many times both in my clients businesses and my own, huge messes that come at a huge cost of resources, time and money to the business. All of which could have been avoided simply with better communication.

 

As much as I can relate to the feeling of wanting to do it all yourself. The truth of building a business.. a Company.. a legacy, that’s bigger than you, is that your going to have to let go of some things in order to make room to grow into new ones. Whether it be through systems, automations or delegation, the common denominator between all 3 is that you need to be able to communicate exactly what you want and more importantly HOW you want it done. Because good communication is the bridge between confusion and clarity.

 

Consistency compounds. Whether it relates to money, relationships, health or habits. And this is no different, perhaps even more prevalent as it pertains business. Consistency in your delivery and the experience you provide isn’t a choice, but a must. Because when you’re truly passionate about what you do you’re not just selling a product or a service, but a FEELING, a RESULT, a REALITY. And it’s important that you’re able to deliver that to your client not just at the start or when your in a good mood, but consistently throughout their entire journey.

 

And maybe the most important of the the 3, personal touch. In the online space and the ever-growing digital world we live in, the one thing AI can’t re-create is your uniqueness. Your business is an extension of you. And the common denominator between all of the best client experiences I’ve helped build and facilitate is that your uniqueness as founder and deliverer of the service shines through.

 

There are so many passionate service providers out their who LIVE for creating the best experience for their clients. Therefore you simply cannot afford not to do the same. (And if you don’t want to, then I’d question why you’re doing what you do in the first place). Because yes a great client experience results in great testimonials, re-signs, referrals and reinforces your reputation in the industry, and who doesn’t want that? But in all of the businesses where I have seen the excellent client delivery serve them and their business best, the testimonials and referrals are a by-product of the mission they’re aiming to achieve, not the goals itself.

 

There are tonnes of ways you can leverage your business operations to excel your client delivery. And after all the requests I finally got round to creating the templates and resources for the processes and systems we put in place for ourselves and our clients, so that you can get started leveraging them in your own business today. You can explore these templates and resources at the shop (hint, there may even be some freebies for you there to.)