Scale your creative service business without sacrificing your time.
How to increase your CLV by elevating your client experience.
If you’ve known me for long you know that I’ve made websites for over 20 years. I made my first site when I was 13, and I transitioned that hobby into a career that allows me to do what I love: help people with websites.
When I was 19, I became a single parent. I put my pride and my budding but unreliable business on hold (RIP Neon Lights Studios) and I went to work at McDonalds.
The neon lights from the arches were not what I meant, but whatever.
I made the best out of a crummy situation and worked hard to become a shift manager, (while picking up the odd graphic design side job whenever I could, I just didn’t have time for website projects at that point).
It felt like it at the time, but it wasn’t a total waste of time. I learned valuable lessons about what it means to make things right the first time, rather than having to fix something later.
McDonalds has customer service down to a science. Everything in those buildings is designed to get you fresh food fast.
Whether that actually happens depends on a lot of things, but it’s absolutely in their best interest to shave off every second possible from when you pull up to the speaker to the moment you pull off with a bag full of carbs.
So they’ve spent years perfecting their processes to make them as efficient as possible.
They post visual guides to all of those processes where those processes are performed.
Then more happy customers can make their way through, grab food they don’t need to complain about, leave and repeat.
Which makes for a pretty nice revenue stream.
But mistakes happen, even when the machine is well-oiled and running smoothly. And suddenly you’ve got a complaint to handle, and hopefully you’re not currently performing a critical task to keep that machine moving.
Now it’s time to make a magic moment.
Anything from quickly replacing a mistake with their order to finding a specific toy their kiddo wanted.
Two universal truths –
The processes that you establish for your projects are the steps you take your own customers through from the moment they make the decision to book your services to finishing their project up with a bow and even checking in later.
When you define the process behind your services be sure to keep an eye out for opportunities to make these magic moments that can define their experience working with you.
The most important way to make a magic moment is to right a wrong.
Magic moments don’t (and shouldn’t always) have to be a reaction to something bad. Surprising your client with something extra is a great way to make a magic moment. Here’s a few easy ways to go the extra mile for your clients.
Start thinking about how you can encourage magic moments in your own business, and then try to automate those triggers as much as possible so you can give every client a premium experience.
If you need help scaling your business with systems, sign up for my email list and get my free guide to scaling your 1:1 or DFY business without sacrificing your time through a step-by-step strategy that will help you define and align the heart of your business with the systems that power it so you have a valuable business system that you can refine into an elevated, premium client experience.
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