Throughout the decade that I’ve been working , there’s one topic that I’ve seen fellow creatives struggle with time and time again: crafting an elevated client experience.
We talk about client experience all the time, and with good reason! How we serve our clients as graphic, brand, and web designers not only delivers a better overall experience to them, but it also makes your life much easier. Plus, a memorable client experience creates the kind of positive association that makes it easy for your clients to go forth and sing your praises to everyone they know. Hello, word of mouth referrals! 😍
But growing this kind of legendary client experience doesn’t happen overnight. It takes some intentional thought to elevate your processes and systems to royalty status!
I’ve seen so many designers who want to improve or refine their client workflows in order to create an elevated client experience, but they don’t know where to begin. Perhaps they think it’s all about writing the perfect thank you note or packaging the prettiest welcome gift… but friend, let me give you this one bit of advice: don’t overcomplicate the process.
If you’re wondering how the heck to do that, then keep on scrolling, friend! Below, I’m sharing three steps you can take TODAY to become to queen, king, or non-binary royalty of client experience. And, trust me, it’s easier than you think. 😉
3 SIMPLE STEPS TO AN ELEVATED CLIENT EXPERIENCE
Truly, a strong client experience is all about intentionally building trust in order to guide and provide value to your client, from the first moments you interact to the final day of your work together. So, without further ado, here are 3 practical steps you can take to uplevel your client experience right away!
1) SET CLEAR EXPECTATIONS
Your clients need to know what they can expect throughout your time working together. It sounds simple, but it’s overlooked far too often! Knowing what to expect, from the very first steps to the very last, will help both you and your client to feel confident and rest assured throughout the process.
The best thing to do here is to be proactive and educate them on what’s to come. This could look like highlighting your process on your website or providing a welcome guide to newly booked clients with a timeline and overview of what’s to come. Regardless of how you choose to present this information, be sure to set those expectations at the very beginning.
My personal favorite way to do this is to jump on a complimentary consult call with every potential client, before ever working with them. This allows me to explain my process and the value they’ll receive, as well as the next steps if they decide I’m working for them, all while beginning to build a personal relationship before our project even begins. Over the years, this has made the full client process much smoother and rooted in an intentional, thoughtful, relationship-based experience.
2) GUIDE YOUR CLIENTS THROUGH THE PROCESS STEP-BY-STEP
Friend, it’s not enough to just talk the talk; you need to also walk the walk. Setting clear expectations for your project from the beginning is crucial, but you can’t expect your client to remember every detail you tell them on the very first day, or to know what to do with all that information over the weeks or months to come.
At each point of your process, remind your client of the expectations you set at the beginning of your project. Continually refer back to the initial timeline you created, or send them back to the page on your website where you have all the details listed out. Remind them of the stage their project is in, and what this means for them—what they need to do next, and what they can expect from you at this point.
Above all else, it’s imperative that you follow through on the expectations you initially set. Whatever you tell clients to expect, you must either (1) follow through on those promises, or (2) adjust their expectations if needed as the project progresses. This way, you’re able to create a seamless and simple experience, as well as building rapport and earning trust with your clients. On the other hand, by failing to follow through on the standards you initially set, you could create confusion with your client and undermine the entire experience you’re trying to create.
Remember, friend: strong communication is key to creating an elevated client experience!
3) UNDERPROMISE AND OVERDELIVER
Yes, this is a popular mantra in our industry. But friend, it really does make a difference in the way your clients view and engage with you!
“Overdelivering” does not need to equate to some grand gesture, an expensive gift, or anything that complicates your own life. There are so many ways to show your client that you care, without breaking your neck (or your bank account) to do so!
Truly, it can be as simple as ensuring their deliverables arrive in their inbox a few days earlier than you promised. It’s that simple: underpromise by setting a deadline farther out than you need it to be, and overdeliver by completing the task ahead of schedule. It may sound small, but this really does go above and beyond to serve and delight your client!
HOW TO CRAFT AN ELEVATED CLIENT EXPERIENCE
I get it, friend: creating a client experience that sets you apart in your industry and builds trust with your clients sounds like a daunting, overwhelming task. But it doesn’t have to be complicated, I promise! My greatest advice is to pour your heart into the process you are creating. Take some time to think about how you make your clients feel. I promise, that thoughtfulness and intentionality will shine through as you guide people through your process! It truly makes all the difference when your clients can resonate with the heartfelt details you weave throughout your time together.
Related: What I’ve personally learned about client experience while hosting an all-inclusive retreat
Autumn 