Sure, having clients is cool but have you ever had slap-happy clients?
Go ahead–Google “slap happy.” It means “recklessly carefree.”
That’s how I want my clients to feel. So happy, so grateful, so free to enjoy their businesses. Like a kid on Christmas, or a mom with a WHOLE day off (sans cooking, am I right?)!
Can you relate?
Good news! I’ve cracked the code and I’m going to let you in on my slap-happy secret. It boils down to having 3 solid systems in place:
There are few things more frustrating than a client relationship built on a cracked foundation. And quite frankly, too much room for error without a CRM in place. I always recommend my clients use a client/customer relationship management software to improve the client experience and prevent mishaps (don’t even get me started on contracts!). My absolute favorite is Dubsado. This tool is a one-stop-shop for all things client-centric.
Dubsado has so many features, including but not limited to:
My clients and I live and breathe by our solid Dubsado foundation. But regardless of which CRM you choose, the foundation’s purpose is to establish and automate the direction you’re moving your clients through and save you time so you don’t get hung up in the backend.
I’ll bet you haven’t noticed yet, but when I clue you in you’ll never be able to unsee this. The 3 systems I’m outlining in this blog are the framework of my OBM business. Foundation. Framework. Fostering Relationships. Meta right?
Having an outlined process or framework for your clients to visualize helps make their buying decision easier. They’ll know exactly what to expect, and what sets you apart from your competitors. (And pssst… it helps you steady the course so you never wonder what to do next!) Your framework should include three main touchpoints of the experience you’re providing. Honorable mentions in your framework: your office hours/how you prefer to communicate, deliverables at each phase, and client responsibilities at each phase.
WIIFY*: As you become more familiar with your process you can work more efficiently, faster, drop fewer balls, and open up your schedule for more clients.
Here’s what this looks like for my life coaching client:
Step 1 Play “Operation”: In this phase, my client is “poking” around to discover exactly what is causing pain or disrupting her client’s life. Then, she’ll take these pain points to map out the next few sessions.
Step 2 Evaluate Current State: After they’ve uncovered the root problems, they talk about “treatment options.” What is the current state, and what can we do immediately to begin to alleviate the pain.
Step 3 “Surgery” and “Recovery”: In keeping with this “Operation” metaphor we’ve got going on, in this stage of the framework the life coach and client discuss goals and actionable strategies to get her client back (and stay!) in tip-top shape.
This loose framework allows her to tailor her program to each of her clients, but never get on a call without knowing where to take the conversation! Winner, winner, chicken dinner. 😉
Arguably the most important part… you must have a system for fostering and nurturing relationships with your clients. And this should extend to your leads, your present, and past clients. How can you keep them in your circle? (Don’t worry, we’re not talking about pitching to them again! Tsk, tsk.) I’m talking about how you can continue to serve them post-engagement.
Take notes throughout your contract about their communication style, love language, personality type, their enneagram, etc. Keep up with their upcoming launches, birthdays, and business anniversaries. Use those things to surprise them, and to show appreciation.
Here are some of my favorite ways to keep the “spark” alive with my clients:
Kidding about that last one, unless of course, you’re into that sort of thing…
I love this quote by Tony Robbins, “where attention goes, energy flows.” My client’s slap-happiness is always at the forefront of my decisions as an OBM, and these 3 Fs keep me focused on their success.
Comment below and let me know what systems are the driving force in your business and how you can improve your foundation, framework and relationship fostering.
*What’s in it for you.