3 Step Plan To An Awesome Client Experience

The client experience should be at the heart of everything you do as a virtual assistant - even after your client has signed a contract. Not only will a better client experience help retain your clients, but you might be able to charge more for it. 86% of customers said they are willing to pay more for a good customer experience!

What is the client experience?

Every interaction your client has with your business is part of the client experience. It goes far beyond the work you do for your client. It also includes any and all communications between you and your client, as well as your processes and systems.  

How to create a great client experience

1.     Streamline your client experience

Streamline your client experience by having extraordinary processes and systems. Your processes should foster great collaboration and ensure that all communications and projects can be done easily. This includes processes that simplify things like client onboarding, client communication and feedback, project management, and more. ​​ ​​​​Streamlining your client experience can make it easier for clients to work with you and get the results they need from your services.

To streamline your process, walk through each step and ensure each point of the process is necessary. For example, use scheduling software instead of emailing back and forth to schedule a discovery call. Then to streamline even further, continue to simplify the process. Let’s say your client has to set up a discovery call and fill out an informational form to start working with you. First, you will want to ensure the scheduling and form software are compatible. Then you might see if the scheduling software and form ask repetitive questions. For example, if the client has to enter their name, email address, business name, and phone number multiple times, first to set up the call and again to submit the form, think about removing some of those options on the form. First and foremost, make things easier for your client.

2.     Center your client in every interaction

This means thinking about your client's needs and preferences at every step of the way - from your website design to your social media marketing campaigns to your client support services.​

One of the best times to exemplify this step is when you’re delivering a final project deliverable or completing a task. Think about your client’s needs and how you can go above and beyond to help satisfy them. For example, if you’re creating a logo for a client, create 2-3 social media graphics they can use to announce their new graphic. This will delight your client while also making it more likely that they will share your new design with their followers.

Beyond the work for your clients, every other piece of your business should also be client-centered. Your website should speak directly to the needs of your desired client, your processes and software should support your client, and every decision you make for your business should keep your client in mind.

Still, don’t forget about your needs. You need to hold boundaries for yourself as well. If you are working at your best, you will do the best work for your clients.

3.     Ask for feedback – often

Finally, it is crucial that you actively seek out feedback from your clients and take the time to make any necessary changes or improvements based on what you hear.

There are many ways to solicit feedback. If you prefer to receive feedback in writing, you can ask for it through forms or surveys. If you prefer real-time feedback, ask your client in meetings or regular email communications. It may be best to do both to satisfy different clients.

No matter your preference, keep step number two in mind – center your client in every interaction. If your client likes to give feedback a certain way, try to adapt.  

However, not all feedback is good feedback. Make sure to ask for the feedback you want because bad feedback can ruin a relationship. Make sure you are clear on exactly what type of opinions you are requesting. So, instead of asking how the client likes working with you, ask them if your onboarding process was straightforward. Instead of asking if they like the design you created, ask them whether or not they think their customer will find it clear and engaging. Specific questions result in clear and specific feedback.

With all of these client experience tips in mind, you will be able to more quickly grow a successful business and exceed client expectations every time.​ ​​​​So go ahead and start building a client experience that is truly second to none!