4 Subtle Ways to Elevate Client Experience

It’s easy to get comfortable once the client agreement is signed and invoice paid, but you’re still selling the client during their entire experience.

Clients are questioning if they made the right decision. How you show up will prove them right or wrong. You’re always selling. Now you’re proving your competence and capabilities which will define their experience.

Every touchpoint and interaction shapes trust. Here are 4 subtle ways to improve the client experience

Pay Attention to Their Posts & Stories

What do they value? What are their challenges? Who is important to them? What occasions are they celebrating? What are their favorites?

You already notice these things about the people you love in your life, but what about your clients? Use the answers to anticipate their needs, create value, and deliver thoughtful gifts.

Make Note Taking a Habit

Flex your ability to curate what’s important and connect dots with note taking.

Instead of relying on others or technology, what stood out in the meeting to you? What’s your unique perspective? Was something said in passing that needs to be shared with the team for a smooth delivery? Did you notice something in your day-to-day that would be of interest to the client?

There are many opportunities that pass us by because we don’t take a minute to note them. Don’t let that be you, instead leverage your note taking.

Nurture the Relationship

People have a tendency to create the worst stories when there is a gap in communication. We’ve all been there. Stay ahead of false assumptions with your clients by communicating early and often. If you know there will be a delay or challenge, hiding it will make them wonder what else you’re hiding.

Screens have sheltered all of us from necessary interpersonal friction. The strongest relationships have gone through conflict together. Overcoming conflict and knowing someone will tell you the truth tactfully, builds trust. Trust is at the core of client relationships.

Picking up the phone or getting on a video call will smooth it out quicker than a long back and forth via text and ALL CAPS. A recent find I love: “Call me, like it’s 1985, for real (***- *** – ****), but please do not text me.”

Exceed Expectations

Respect their investment by taking you and your work seriously. Show up early, prepared, and polished to meetings. Take as much pride in your appearance as you do your brand aesthetic. It sets the tone.

It’s easier to exceed expectations when you do your best, follow through on your promises and deliver early. I constantly ask for feedback while keeping client desires front and center within the project. Am I delivering what they asked for AND providing a solution to a problem they didn’t notice?

If you want to stand out, lead with excellence. There’s less competition. Let others take the carefree chaotic approach.

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