{"id":10220,"date":"2017-08-18T06:00:40","date_gmt":"2017-08-18T13:00:40","guid":{"rendered":"https:\/\/honeybook.site.strattic.io\/?p=10220"},"modified":"2023-09-27T14:46:19","modified_gmt":"2023-09-27T21:46:19","slug":"client-experience-expectations-onboarding","status":"publish","type":"post","link":"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/client-experience-expectations-onboarding","title":{"rendered":"Client Experience, Expectations and Onboarding"},"content":{"rendered":"
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A wise person once said, \u201cIt\u2019s easy to forget what people say but nearly impos<\/span>sible to forget how they make you feel.\u201d<\/span><\/strong><\/p>\n<\/div>\n

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Overall, your client experience can look however you decide but ultimately it is\u00a0<\/span>a reflection of how you want to be perceived and how you treat others. It covers\u00a0<\/span>everything from how you talk to your client, educate them during the planning\u00a0<\/span>process and how you respond to their needs, to how you handle difficult situa<\/span>tions and interact with other vendors.<\/span><\/strong><\/div>\n
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Having an above average client experience allows leverage to charge a premi<\/span>um but just as importantly, will help you attract the right kind of client.<\/span><\/strong><\/p>\n

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  1. Be true to yourself, honest and transparent.<\/span><\/strong><\/li>\n
  2. Maintain a spirit of hospitality.<\/span><\/strong><\/li>\n
  3. Be clear, concise & consistent in your communication.<\/span><\/strong><\/li>\n
  4. Stay organized with your administrative tasks to be better prepared for\u00a0<\/span>your client-facing responsibilities.\u00a0<\/span><\/strong><\/li>\n
  5. Know when to apologize or to be gracious when things don\u2019t go as planned.<\/span><\/strong><\/li>\n
  6. Remember that you\u2019ve been hired for your expertise.<\/span><\/strong><\/li>\n
  7. Be a part of the experience and leave a lasting impression.<\/span><\/strong><\/li>\n<\/ol>\n

    \u00a0<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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    Client\u00a0Expectations<\/span><\/strong><\/div>\n
      \n
    1. Be Proactive\u00a0Throughout the Booking and Planning Process.
      \n<\/span>a. \u00a0Set expectations from the beginning.\u00a0You can\u2019t implement new rules or \u201cenforce\u201d rules after the<\/span>\u00a0fact.
      \n<\/span>b. \u00a0Anticipating and addressing concerns you know your clients will have before they bring them up\u00a0will make you not only look like the professional you are but will also keep you from having to be\u00a0<\/span>reactive (i.e.: deal with a mess).<\/span><\/strong><\/li>\n
    2. \u00a0\u00a0<\/span>Pay attention to your messaging.<\/span>
      \n<\/span>a. \u00a0Everything you present from your website to social media to marketing materials to your personal\u00a0<\/span>interactions are all a reflection of your business.<\/span>
      \n<\/span>b. \u00a0Make sure your language and message throughout the booking process is consistent and on-brand.\u00a0(i.e.: Does your inquiry response match your website and your contract? Are you using the same<\/span>\u00a0level of formality throughout the process\/Is your brand voice consistent? )
      \n<\/span>c. \u00a0Use letterhead, branded contracts and an email address that is @yourcompany.com.\u00a0This will\u00a0immediately make you look more professional and established.<\/span><\/strong><\/li>\n
    3. \u00a0\u00a0Curate your communication and keep it consistent.<\/span>
      \n<\/span>a. \u00a0Keep the client continually updated and communicate clearly what you are doing for them.
      \n<\/span>b. \u00a0Don\u2019t overwhelm or annoy your clients by sending lots of separate emails or forwarding tons of\u00a0correspondence with other vendors.\u00a0You should summarize the important things and combine it<\/span>\u00a0into one \u201cbriefing\u201d so that they can have all the information in one place – saving them time and<\/span>\u00a0confusion.<\/span><\/strong><\/li>\n
    4. \u00a0 Online contracts<\/a> are very important in outlining expectations.<\/span>\u00a0<\/span>a. \u00a0In addition to outlining the services you are providing and deposit schedules your contract should<\/span>\u00a0also outline additional expectations such as what happens if a wedding cancels, reasons either party\u00a0<\/span>can be \u201cfired, a requirement that you require approval of all vendors to be booked (for full service<\/span>\u00a0and partial planning), that a hot meal is required for you & your staff\u00a0on wedding day, and travel fees.<\/span><\/strong><\/li>\n
    5. \u00a0\u00a0Have a clear list of services and deliverables.<\/span>
      \n<\/span>a. \u00a0See #4.<\/span>
      \n<\/span>b. \u00a0Always under promise and over deliver.<\/span>\u00a0\u00a0<\/strong><\/li>\n
    6. \u00a0 \u00a0Set office policies.<\/span>
      \n<\/span>a. \u00a0Make sure the client understands any office policies you have such as office hours, days off, response<\/span>\u00a0times and requirements for scheduling meetings.<\/span>
      \n<\/span>b. \u00a0Communicate to the client the way you like to work. Should they expect most communication via\u00a0<\/span>email or phone? Do you use a client management system?<\/span><\/strong><\/li>\n
    7. \u00a0\u00a0Communicate the workflow process your client should expect.<\/span>
      \n<\/span>a. \u00a0Having a checklist and workflow will make your process easier and allow you to communicate your\u00a0<\/span>process to your clients clearly from the beginning so they know what to expect. When your clients\u00a0<\/span>know what to expect when, you avoid unnecessary questions and are more likely to be more efficient.<\/span><\/strong><\/li>\n<\/ol>\n<\/div>\n
      Client Onboarding<\/strong><\/a><\/div>\n

      \nOnce you\u2019ve made it past your booking phase and a client returns a signed contract and de-<\/span>posit, take these steps to ensure the process starts off\u00a0on the right foot:<\/span><\/strong><\/div>\n<\/div>\n<\/div>\n<\/div>\n
      \n
      \n
      \n
      \n
        \n
      1. \u00a0 Countersign the contract and confirm receipt of deposit.<\/span><\/strong><\/li>\n
      2. \u00a0 Set up workflows\/start your checklist and create any digital folders, binders or templates<\/span>\u00a0you use.<\/span><\/strong><\/li>\n
      3. \u00a0 Send a client questionnaire to get information that will help you prepare for your initial<\/span>\u00a0consultation.<\/span><\/strong><\/li>\n
      4. \u00a0 Have a consultation checklist or form to be sure you cover everything you need to during<\/span>\u00a0your\u00a0first meeting.<\/span><\/strong><\/li>\n
      5. \u00a0 Bring a gift\u00a0and some tangible materials such as a month-to-month timeline to your\u00a0first<\/span>\u00a0consultation.<\/span><\/strong><\/li>\n
      6. \u00a0 Review your client\u2019s expectations and workflow again. Make sure the client understands<\/span>\u00a0any office policies you have and the basic way you like to work if you haven\u2019t already been<\/span>\u00a0through that with them.<\/span><\/strong><\/li>\n
      7. \u00a0 Follow up from your consultation with any immediate deliverables and a timeline for the<\/span>\u00a0next steps.<\/span><\/strong><\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        A wise person once said, \u201cIt\u2019s easy to forget what people say but nearly impossible to forget how they make you feel.\u201d Overall, your client experience can look however you decide but ultimately it is\u00a0a reflection of how you want to be perceived and how you treat others. It covers\u00a0everything from how you talk to […]<\/p>\n","protected":false},"author":201,"featured_media":10221,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20],"tags":[107,71],"class_list":["post-10220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-best-practices","tag-business-tips","tag-client-experience"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM.png",511,660,false],"thumbnail":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM-150x150.png",150,150,true],"medium":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM-232x300.png",232,300,true],"medium_large":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM.png",511,660,false],"large":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM.png",511,660,false],"1536x1536":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM.png",511,660,false],"2048x2048":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2017\/08\/Screen-Shot-2017-08-16-at-12.48.38-PM.png",511,660,false]},"post_excerpt_stackable_v2":"

        A wise person once said, \u201cIt\u2019s easy to forget what people say but nearly impossible to forget how they make you feel.\u201d Overall, your client experience can look however you decide but ultimately it is\u00a0a reflection of how you want to be perceived and how you treat others. It covers\u00a0everything from how you talk to your client, educate them during the planning\u00a0process and how you respond to their needs, to how you handle difficult situations and interact with other vendors. Having an above average client experience allows leverage to charge a premium but just as importantly, will help you attract…<\/p>\n","category_list_v2":"Business best practices<\/a>","author_info_v2":{"name":"Sarah Rizzi","url":"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/author\/sarah-pete-rizzi"},"comments_num_v2":"1 comment","yoast_head":"\nClient Onboarding, Experience & Expectations | HoneyBook<\/title>\n<meta name=\"description\" content=\"How prioritizing client onboarding, experience and expectations can help improve your current client relationships and make sure that you are attracting the right kind of clients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/client-experience-expectations-onboarding\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta 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