Have you ever wondered how much those minor client experience mishaps might be affecting your bottom line? Stick around and let’s explore the importance of client experience for service providers, and how it may be affecting your profits. 

Key Insights

• Understand the concept of customer lifetime value and its importance
• Learn how to calculate net profit per customer
• Discover ways to improve your client experience to increase profits

The True Cost of Client Experience

Many business owners focus heavily on acquiring new clients but often neglect what happens after the initial sale. If a client purchases a $1,000 service package but never returns for additional services, their customer lifetime value is limited to that one-time payment.

But what if the experience is exceptional? That same client might be encouraged to invest in a $50 per month membership, staying on for a year. This increases their customer lifetime value from $1,000 to $1,600, all with no additional acquisition costs. The difference in net profit is substantial, proving that a strong client experience strategy can significantly impact revenue growth.

Why Client Experience Matters

Let me share a personal experience. I once worked with a service provider whose end product I absolutely loved. However, the experience was marred by poor communication. Delayed response times often left me in the dark about the progress of my project. Although the product was excellent, the experience left me hesitant to work with them again, let alone refer them to friends.

Such instances highlight the importance of not just delivering a good product, but also ensuring every interaction with your clients reassures them of their value to you. A seamless client experience can transform an initial transaction into a long-lasting business relationship, multiplying your revenue potential without the expense of new customer acquisition.

Enhancing Client Experience: A Game-Changer

Improving your client experience doesn’t have to be complicated and grandiose. Start small. Audit your current client interactions: Is your communication timely and clear? Are your processes straightforward, or are they filled with unnecessary steps that might frustrate clients? Consider ways to anticipate your clients’ needs, ensuring they feel seen and valued.

For example, imagine you’re running a cozy café. Picture the joy in your regular customer’s face when you remember their favorite order and prepare it just the way they love. Simple gestures like these make clients feel appreciated and respected, often leading to repeat business and referrals—both of which are amazing for a service based business. 

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Ways I Can Serve You

Harmony Systems Sprint: A VIP Week where I’ll set up the automated workflow for your client experience, from inquiry to offboarding. The full process includes a pre-sprint meeting to map out your workflow, and time for you to gather the assets needed before the VIP week. And after your VIP Week, you still have 2 weeks of support!

Workflow Work Session: Only need your workflow mapped out, no automation implementation or CRM setup? Check out this one time session.

Harmony, No Hustle Private Podcast: Are you tired of trying to juggle your business and family life, only to feel like you’re constantly dropping the ball. It’s time to say goodbye to the impossible balancing act and embrace something better. Work-life harmony. I created the private podcast Harmony, No Hustle just for moms like you. It’s your go-to, faith based resource for practical tips and actionable strategies to help you integrate your work with your family life. So you can thrive in both without sacrificing either.

Join Email Community: In this community, you can expect to get email notes, written by me, that focus on all things business systems including processes, client experience and automation. I also believe life systems are important too, so I’ll be sharing content related to home management, self care and more. Plus I’ll give you an inside look into my journey of navigating entrepreneurship as a Christian mom.

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