Intentionality is so important when it comes to enhancing your client experience. In today’s show, Kaley & Brooke are talking all about how they care for their clients before, during, and after the sales process to make a great client experience!
To us, one of the most important things in business is to be intentional with our clients. This is more than just a sale. We go beyond that and get to know our clients on a personal level! This is so important as we want to foster relationships with people and get them to become our repeat clients. Below are a few ways that we enhance our client experience.
Before the first phone call, get to know your client! Do some research on their event, find their instagram, and get a feel for their style. If you have a good grasp on what they want before you talk, chances are that you are going to be set up for success!
Secondly, ask about their lives during the phone call. If you’re working with a bride, ask her who she is marrying and show excitement for her special day. It is still just as important to show excitement with corporate clients and prove to them that you are not like your competition! You value their brand and want their event to be a success just as much as they do.
Don’t be afraid to ask questions about the event and get all the clarity you need. Your customers will appreciate the thoughtfulness and it will help you understand what they need. One way that we add to our client experience is by sending out renderings to our customers. This gives them a very clear expectation of what our setup will look like. In addition, it helps our team when they are setting up on site!
On that note, make sure that your team is set up to have a seamless installation for event day. We make sure to fully communicate with our clients who will be delivering, what time, and that they have the resources to set up without needing to ask many questions. We also give our team extra time on site to be a helpful resource in case the event planner needs something moved.
On the other hand, show that same care and excitement toward the clients who don’t book. Sometimes, their budget may not allow your services and they aren’t able to book with you. THAT’S OKAY. We always make sure to tell them how much we’ve enjoyed our time with them thus far, and that we hope we can work with them on any future projects.
Having a thoughtful Post Event process is crucial to crafting an intentional client experience! We send out hand-written thank you notes to everyone who books with us. This is because we want them to know how much we appreciate them working with us!
“You are working with people. At the other side of the business is a person, so you might be B2B, but really it’s just H2H. Human to Human.”
Don’t forget that all of your clients, no matter who they are, just want to be heard, valued, and cared for! So be a helpful hand when you can and be intentional with your client relationships.
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