In this Ms. Glamour Nest blog post I am sharing 50 tips you can use to create a remarkable client experience in your interior design business thats gets people talking! Which means you get referrals!!
When it comes to creating a client Welcome Packet, the biggest questions I get I from my small business and interior design clients are not only “How do I make a client Welcome Packet?” BUT “How do I get my clients to read it?!” “Why even do it if clients aren’t going to read it?” I’ll answer that question as well as give you some ideas on how to get your lazy-ass clients to actually read! Seriously, not only do all of my clients read my Welcome Packet, they compliment me on having everything laid out for them in way that’s easy to understand! If you want even more help grab your free Welcome Packet Workbook here.
First off, if your clients don’t read your Welcome Packet - I say to write it anyway! Having your process and boundaries in writing protects you in a sense and gives you courage when you need to lovingly remind (reminding is different than informing) a client of your process or that they are crossing a boundary. If you have to remind a client one time, “Oh this is what I mentioned in the Welcome Packet” believe me, they will go back and read it - to see what else they may have missed. BUT I am all about being positive, and it’s good to do our best to set our clients up for success, which means give them a welcome packet they want to read! I honestly have never really had issues with clients not reading my welcome packet. In 5 years, I have had maybe 2 clients not read it. Not bad! So read on if you want to know my top two tips for getting clients to read your Client Welcome Packet!
What are Systems and Processes?
Business systems and processes are your unique way of doing business.
They are NOT platforms or software, etc…It drives me bananas when people say, “My system is Ivy or Asana or Basecamp.” These are NOT your system. These are tools that you can use to help support your systems. They are a part of your systems, but they are not the system itself. In fact, so many business owners waste money because they invest in software or CRM’s before they have created their system. When you do this, you usually don’t use a software to its fullest capabilities, or you spend money on something you might not even need. Knowing your system beforehand will help your narrow down which CRM or software is going to be the most helpful and give you the biggest ROI. Otherwise, you’re spending money for no reason! I always create the system first, and then look at what tools I will need to make the system more automated and streamlined. When I started creating systems for my interior design firm, I actually did my proposals for fabric, furniture, and wallpaper via PDF and email. The system was in place before I ever added a platform like Studio Designer or Ivy. With Ivy, the system is now more streamlined and automated - because the software helped, but the policies, processes, and systems for creating proposals and ordering is the same.
What if I told you the experience you provide your client is just as important, if not more important, than the actual product or end result you deliver? As crazy as it sounds, it’s the truth! The experience you provide not only solidifies client loyalty, it makes clients come back again and again AND refer you to their family and friends.
If you can make working with you easy, organized, and (perhaps most important) special, your business will grow and become more profitable!
What is a client experience?
The definition is simple. It’s how you make your clients feel from the moment they land on your site for the first time to the moment they receive your product or their project comes to an end.
It’s your way of doing business that makes working with you feel unique, easy, and special.
EVERY SINGLE touch point - whether it be your website, copy, legal documents, social media, your actual process, or email communication - contributes to the overall client experience.
Let’s make it a good one!
Feeling stressed? Too much to do? Wishing you had more time to take on more projects or just be able to spend time with a loved one without thinking about your business? Hoping to make more money? Starting to feel slightly resentful toward your clients? I’ve totally been there, and while I have lots of suggestions and strategies to help alleviate these feelings and move toward these goals my top and simplest suggestion is to create a Welcome Packet for your new clients. Seriously, listen to me!! It’s simple and oh-so-effective! It’s the first item I implemented when I started on my swanky systems journey and it did wonders for my business. I’d go as far as to say, adding a Welcome Packet alleviated about 80% of my stress alone! Yep, something that simple can have that big of an impact! Don’t believe me? Keep reading because I’m going to share the top 3 reasons why adding a Welcome Packet will help you make more money with less stress in your business! Plus I will share my Welcome Packet Guidebook!
I use to think that personality tests were just a waste of time. They were something people did to waste time and be self indulgent...I had actual work to get done!! Okay yes, they gave me insight into my phycology but how in the world does knowing this help me in a practical tangible way? Cut to present day and I am total advocate of using personality tests as a tool in my business.
You must treat hiring the same way that you treat marketing. You don’t want to find an employee you want to find the right employee. Now I am a big proponent of systems! I do not however 100% agree with Michael Gerber that if your systems are refined enough that you can get joe blow to come in and fill a desired roll. As in all things I think balance is key! Yes, you need systems! I am an advocate of systems!! Systems insure you are delivering a consistent and controlled client experience and on the employee side they insure that tasks get completed to the standards you have outlined. Systems mediocre employees good, good employees great and great employees magical unicorns! BUT I also believe that we are all very unique and have different strengths. Therefore not every person is good for every position. it’s to your benefit to hire someone who’s strengths directly fall in line with the needs of the position and or that have strengths that help support you where you are weak.