{"id":79163,"date":"2022-10-31T08:00:00","date_gmt":"2022-10-31T15:00:00","guid":{"rendered":"https:\/\/honeybook.site.strattic.io\/?p=79163"},"modified":"2023-09-27T14:51:11","modified_gmt":"2023-09-27T21:51:11","slug":"5-steps-happy-client","status":"publish","type":"post","link":"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/5-steps-happy-client","title":{"rendered":"5 steps to level up your client experience"},"content":{"rendered":"\n<p class=\"has-text-align-center\"><em>What are the ways you make a client feel special? We have a few ideas at HoneyBook\u2014step one is to customize, customize!<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"793\" src=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--1024x793.jpg\" alt=\"Woman stares at iPhone while working with a happy client.\" class=\"wp-image-79175\" srcset=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--1024x793.jpg 1024w, https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--300x232.jpg 300w, https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--768x594.jpg 768w, https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--1536x1189.jpg 1536w, https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images-.jpg 2000w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">How do you personalize your client experience?<\/figcaption><\/figure>\n\n\n\n<p>Picture this: Your dream client just said HECK YES to your service.  Yippee, toss the confetti and celebrate! You are beyond excited to welcome them in with open arms\u2014but then you realize one tiny (or major) problem. You don&#8217;t have an onboarding system. A client isn&#8217;t a happy client without an onboarding system. You quickly go from excited to <em>majorly<\/em> overwhelmed. <em>Should you send a gift or not? What do they need to know now? Do you have a contract? Where do they pay you?&nbsp;<\/em><\/p>\n\n\n\n<p>When you host a dinner party, you make sure to send out the address beforehand, inform your guests of the dress code and tell them what they should bring.&nbsp; Once they arrive, you welcome them in with excitement, offer them a beverage and ensure they know what to expect throughout the evening.&nbsp; The same is true when working with clients. You want to equip them with all the information needed to set expectations and ensure a positive experience.&nbsp;<\/p>\n\n\n\n<p>Running a business without a client process is like hosting a dinner party and expecting guests to bring their own food. Both scenarios result in a poor experience for you and your client. You want your clients, like your guests, to feel welcome, cared for and empowered right from the start.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Client \ud83d\udc4f&nbsp; impressions \ud83d\udc4f&nbsp; are \ud83d\udc4f&nbsp; everything<\/h3>\n\n\n\n<p>If you don\u2019t feel that your client experience is leaving the best impression on your clients, it\u2019s time to level up. Your process should feel easy, clear and create excitement at the prospect of working with you. It should support your clients throughout their <a href=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/what-is-a-clientflow\">clientflow<\/a> journey and over-deliver expectations. This kind of client experience will allow you to create the most impact with your product or service and drive positive reviews and referrals for your business.\u00a0\u00a0<\/p>\n\n\n\n<p>So how do you ensure you\u2019re ready to deliver this stellar experience after a client says yes? Read on to find out!&nbsp;<\/p>\n\n\n\n<p><strong>Jump to:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#custom-proposal\">Send a custom proposal<\/a><\/li>\n\n\n\n<li><a href=\"#celebrate\">Celebrate your client<\/a><\/li>\n\n\n\n<li><a href=\"#welcome-email\">Send a welcome email<\/a><\/li>\n\n\n\n<li><a href=\"#first-call\">Schedule the first call<\/a><\/li>\n\n\n\n<li><a href=\"#gift\">Send a gift<\/a><\/li>\n\n\n\n<li><a href=\"#onboarding\">Post-onboarding<\/a><\/li>\n\n\n\n<li><a href=\"#takeaways\">Key takeaways<\/a><\/li>\n<\/ul>\n\n\n\n<a id=\"custom-proposal\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Step one: send a custom proposal<\/h2>\n\n\n\n<p>As soon as a new client signs on, it\u2019s time to begin the process of <a href=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/client-onboarding-checklist\">onboarding<\/a> them. Whether you were on a call with your client or they said yes via Instagram DM, your first step is to send over a custom proposal. Do not wait! When someone says yes, you need to match their excitement and immediately begin the process to welcome them aboard.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to include in your proposal&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A custom contract that includes, but is not limited to: details on what they will receive in the service, dates of service, the terms and agreements of the service, payment information and schedule, copyright details, etc.<\/li>\n\n\n\n<li>A <a href=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/how-to-write-an-invoice-email\">custom invoice<\/a>: whether it is paid in full or by payment plan, make sure they can see their total and easily pay you.<\/li>\n<\/ul>\n\n\n\n<p>HoneyBook members can rest easy knowing the platform makes this part of your process so smooth. If you have HoneyBook, create a new project and add in your client\u2019s email and name. Once completed, create a new proposal under the project. This proposal can include both the contract and the invoice all in one email. HoneyBook allows you to easily edit your contract, create invoices with payment plans and send everything professionally and cohesively.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Create a moment of delight for your client<\/h3>\n\n\n\n<p>The contract is officially signed and you have a new client. Now\u2019s your chance to celebrate this beautiful human that chose to work with you. Celebration is a way to make your client feel loved, supported and appreciated right from the get-go. Their decision to work with you deserves a moment of recognition at the very least.<\/p>\n\n\n\n<p>This can be as simple as creating a custom welcome card in <a href=\"https:\/\/canva.com\" rel=\"nofollow\">Canva<\/a>. By stopping to acknowledge their choice to work with you in this special way you\u2019re creating a moment of connection and belonging, signally to your client how you hope to make them feel throughout your time working together.&nbsp;<\/p>\n\n\n\n<a id=\"celebrate\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Step two: Celebrate them!<\/h2>\n\n\n\n<p>The contract is officially signed and they are IN! Let\u2019s celebrate this<br>beautiful human that you get to serve! Celebration is a way to make<br>your client feel loved, supported, and appreciated right from the get<br>go. Their decision to work with you and their \u201cYES\u201d to investing in<br>themselves deserves a moment of recognition at the very least.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What is an easy way to celebrate them?<\/h3>\n\n\n\n<p>By creating a template on Canva with their photo in it welcoming<br>them as a new client. This is especially important for a group<br>program as it brings a sense of belonging and community.<\/p>\n\n\n\n<a id=\"welcome-email\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Step three: send a welcome email and questionnaire<\/h2>\n\n\n\n<p>Enhance your client experience by sending a welcome email that highlights the excitement you have about working with this new client. A welcome email can include affirmation of their decision to work with you, what you are most looking forward to tackling and\/or notes reiterating the goals they may have shared. By sending a welcome email, you not only show them how much you\u2019re looking forward to working with them but also the gratitude you have for them for having decided to work with your business.&nbsp;<\/p>\n\n\n\n<p>This is also a great opportunity to send over an <a href=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/client-onboarding-questionnaire\">introductory questionnaire<\/a> to gauge where they are and where they want to go. This allows you to see how you can best support your client in reaching the goals they have set out for themselves. As an independent service-based business, the more information and awareness you have about your client the further you will go.<\/p>\n\n\n\n<p>This questionnaire can include questions like:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tell me about your goals in this project.<\/li>\n\n\n\n<li>How do you like to community?&nbsp;<\/li>\n\n\n\n<li>What brings you joy?<\/li>\n\n\n\n<li>What is and isn\u2019t working for your so far?<\/li>\n\n\n\n<li>Any questions for me?<\/li>\n<\/ul>\n\n\n\n<p>HoneyBook members can&nbsp;<a href=\"https:\/\/www.youtube.com\/watch?v=uRBmVTy8pwc\">send a questionnaire<\/a> by going to the client project and selecting &#8220;create new,&#8221; selecting a questionnaire and either using an existing template or creating a new template.<\/p>\n\n\n\n<div class=\"banner banner--light banner--bulb\">\n<div class=\"banner__text-container\">\n<h2 class=\"banner__title\">Create and send online questionnaires in minutes<\/h2>\n<p class=\"banner__body\">With HoneyBook, you can use our online questionnaire templates, tweak them to fit your needs and send to clients in minutes. See how they fit into a seamless clientflow to streamline your business.\n<\/p>\n<a class=\"banner__cta\" href=\"https:\/\/hbbadmin.reliablepenguin.com\">Streamline Your Client Onboarding Process<\/a><\/div>\n<\/div>\n\n\n\n<a id=\"first-call\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Step four: schedule their first call and share important information<\/h2>\n\n\n\n<p>Next, it\u2019s important to send your scheduling link and get their first call on the calendar. If delivering your services requires multiple meetings\/calls, include the dates and times of the calls in this email to set expectations. A happy client is a client that receives accurate and frequent communication when it counts.<\/p>\n\n\n\n<p>Send an email detailing important information such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Important dates<\/li>\n\n\n\n<li>Next steps in your process<\/li>\n\n\n\n<li>Contact information for you and your team, if applicable<\/li>\n\n\n\n<li>Where to find any call recordings or additional resources (maybe you set up a Google drive folder for them)<\/li>\n<\/ul>\n\n\n\n<p>Your goal is to make sure they are aware of how you work, where to find what they need and have the opportunity to ask questions early in the process.<\/p>\n\n\n\n<p>HoneyBook members can use the scheduler to easily book time with clients. To send a scheduling link, go to your client project and hit schedule. Then, select the type of session you scheduled and grab the link to attach in an email.<\/p>\n\n\n\n<a id=\"gift\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Step five: send a gift<\/h2>\n\n\n\n<p>When welcoming new clients, the goal is to make them feel appreciated so they know how much you value their business. You feel excitement every time a new client signs on and it can actually boost your client experience to make that gratitude known. A great way to celebrate the start of each new client relationship is with a small token of appreciation.&nbsp;<\/p>\n\n\n\n<p>Gifts can look like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An e-gift card for a coffee on you&nbsp;<\/li>\n\n\n\n<li>A book that coincides with your program or service<\/li>\n\n\n\n<li>A journal and a pen<\/li>\n\n\n\n<li>A bouquet mailed to them; and\/or<\/li>\n\n\n\n<li>A postcard sharing your excitement to work together.<\/li>\n<\/ul>\n\n\n\n<p>It doesn\u2019t have to be complicated or huge to make an impact and show your appreciation. Small gestures like these can help create a positive memory right at the beginning of a new client relationship.<\/p>\n\n\n\n<a id=\"onboarding\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">The client experience doesn\u2019t stop at onboarding<\/h2>\n\n\n\n<p>We\u2019ve talked through some best practices for kicking off new client relationships in a positive and memorable way, but bringing clients joy goes beyond onboarding. To truly create a happy client experience that leads to glowing reviews and referrals you need to keep up with your client\u2019s needs and exceed expectations throughout your time working together.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Here are some tips to keep the good vibes going:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Celebrate important milestones with them!<\/li>\n\n\n\n<li>Share wins via social media&nbsp;<\/li>\n\n\n\n<li>Send a random Starbucks gift card halfway through as a special surprise treat.<\/li>\n<\/ul>\n\n\n\n<p>My personal favorite is sending a check-in midway through your project to gauge what is going well and how you can support them more going forward.<\/p>\n\n\n\n<div class=\"wp-block-ugb-container ugb-container ugb-27f9c37 ugb-container--v2 ugb-container--design-basic ugb-main-block\"><style>.ugb-27f9c37-wrapper.ugb-container__wrapper{padding-top:0 !important;padding-bottom:0 !important}.ugb-27f9c37-wrapper > .ugb-container__side{padding-top:35px !important;padding-bottom:35px !important}@media screen and (min-width:768px){.ugb-27f9c37.ugb-container{padding-top:0px !important}}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-container__wrapper ugb-27f9c37-wrapper\"><div class=\"ugb-container__side\"><div class=\"ugb-container__content-wrapper ugb-27f9c37-content-wrapper\">\n<div class=\"wp-block-ugb-columns ugb-columns ugb-7abd01b ugb-columns--design-plain ugb-columns--columns-2 ugb-main-block\"><style>.ugb-7abd01b > .ugb-inner-block > .ugb-block-content > .ugb-columns__item{grid-template-columns:0.20fr 1.80fr !important}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-columns__item ugb-7abd01b-content-wrapper\">\n<div class=\"wp-block-ugb-column ugb-column ugb-13dd2c0 ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-13dd2c0-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/hbbadmin.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/04\/1_lightbulb-icon_182946fb75.png\" alt=\"\" class=\"wp-image-18294\"\/><\/figure>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-column ugb-column ugb-86d5bfc ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-86d5bfc-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<p><span style=\"color: #000000;\"><b>Pro Tip:<\/b><span style=\"font-weight: 400;\"> Take some time to lay out your onboarding process for each service you offer and consider what you want to include from the suggestions above. Once you have your strategy in place, make a simple checklist that you can follow for each client to ensure you\u2019re not missing any opportunities to delight them throughout your client experience.&nbsp; <\/span><\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<a id=\"takeaways\"><\/a>\n\n\n\n<h2 class=\"wp-block-heading\">Key takeaways for stoking client joy<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Communication is key.<\/li>\n\n\n\n<li>Make your client feel important.<\/li>\n\n\n\n<li>Take the time to get to know your clients and build a solid relationship with them.<\/li>\n\n\n\n<li>Honor their decision and celebrate it in BIG ways.<\/li>\n\n\n\n<li>Your client experience can be simplified and special at the same time<\/li>\n<\/ol>\n\n\n\n<p>You are on your way to leveling up your client experience, my friend! Have fun with this process and your clients will too. Remember, you are creating an experience for them from the point of first contact, to the moment they say yes, all the way until they are offboarded. Having a solid client experience in place will not only get them excited to work with you, but could even lead to future referrals if they had an incredible experience.&nbsp;<\/p>\n\n\n\n<p>The goal here is to remember where your clients are in the beginning and support them as best as you can along the way. Make sure no stones are left unturned, your client feels comfortable asking questions, they know where to find everything that they need and you are there to support and celebrate them along the way. A supported client is a happy client.<\/p>\n\n\n\n<div class=\"banner banner--workflow\">\n<div class=\"banner__text-container\">\n<h2 class=\"banner__title\">Manage your entire client experience with HoneyBook<\/h2>\n<a class=\"banner__cta\" href=\"https:\/\/hbbadmin.reliablepenguin.com\">Start free trial<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>What are the ways you make a client feel special? We have a few ideas at HoneyBook\u2014step one is to customize, customize! Picture this: Your dream client just said HECK YES to your service. Yippee, toss the confetti and celebrate! You are beyond excited to welcome them in with open arms\u2014but then you realize one [&hellip;]<\/p>\n","protected":false},"author":829,"featured_media":79175,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20],"tags":[71,77],"class_list":["post-79163","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-best-practices","tag-client-experience","tag-client-relationships"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images-.jpg",2000,1548,false],"thumbnail":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--150x150.jpg",150,150,true],"medium":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--300x232.jpg",300,232,true],"medium_large":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--768x594.jpg",768,594,true],"large":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--1024x793.jpg",1024,793,true],"1536x1536":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images--1536x1189.jpg",1536,1189,true],"2048x2048":["https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2022\/10\/Feature-Images-.jpg",2000,1548,false]},"post_excerpt_stackable_v2":"<p>What are the ways you make a client feel special? We have a few ideas at HoneyBook\u2014step one is to customize, customize! How do you personalize your client experience? Picture this: Your dream client just said HECK YES to your service. Yippee, toss the confetti and celebrate! You are beyond excited to welcome them in with open arms\u2014but then you realize one tiny (or major) problem. You don&#8217;t have an onboarding system. A client isn&#8217;t a happy client without an onboarding system. You quickly go from excited to majorly overwhelmed. Should you send a gift or not? What do they&hellip;<\/p>\n","category_list_v2":"<a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/category\/business-best-practices\" rel=\"category tag\">Business best practices<\/a>","author_info_v2":{"name":"Haley Thomas","url":"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/author\/haley-thomas"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A Happy Client Is A Client For Life | HoneyBook<\/title>\n<meta name=\"description\" content=\"A happy client means repeat customers and word-of-mouth connections. These 5 steps will help you keep good-fit clients coming back for more. 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