When I started my business eight years ago, I wasn’t sure of a lot of things.
Heck, I probably wasn’t sure about 99.9% of what I was doing.
Except for this one thing.
I knew that I didn’t want my clients to feel that working with my studio was a transactional experience.
I never wanted them to feel like they were client #54, who was only showing up to pay me to take pretty photos.
That didn’t feel warm to me, and I knew that it wouldn’t feel warm or welcoming to my clients either.
On average, it takes about 8 – 15 touches to get a new client’s attention, and possibly a few more before they become a client.
Those touches might include landing on our website, browsing what we’re sharing on our social media platforms, reading our blog posts, downloading resources and guides that serve them, or receiving value-giving emails if they’re on our email list.
After they’ve said yes to working with us, we want to make sure that we have a great client experience ahead that is also a part of our brand.
The onboarding process is one of the first steps of that experience, and there are also some special touches that we can add as well.
Before I get ahead of myself, I want you to think about your brand values? Is it a brand value that your clients feel that working with you is more than a transaction?
If so, what special touches can you add to your client experience that aligns with your brand values?
Here are a few ideas of ways that I’ve added small surprises to my brand’s client experience over the years?
- A welcome video.
- Send them a guide of what their experience will be working with you.
- A birthday card or birthday shoutout if you’re connected on social.
- Handwritten thinking of you note.
- Booking gift of special treats.
One of my favorites was a Cue the confetti it’s almost time for your wedding day gift box (movie tickets, coffee gift card, and a handmade popup trinket with confetti).
Something as simple as a card in the mail goes such a long way.
Keep it simple, thoughtful, budget for it, and keep it connected to feel like an authentic part of your brand and make your client experience remarkable.
A few resources for you:
Gift-ology by John Ruhlin
Send Out Cards with Beverly Stukas
P.S. Have you registered for the Ignite Your Brand Workshop? It’s a free 5-Day Workshop. Click this link and get your seat today!
Make Your Client Experience Remarkable
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