Let me ask you something: How would you rate your client experience? Does it feel like a true reflection of who you are? Or does it feel like you’re just following the standard process, doing what you think you should do? Perhaps you are doing all the things and feel you are overwhelming your new clients in the process. Or (cringe) you have no process at all. You’re winging it, and it feels clunky and random, taking up so much of your time.
Here’s the thing. Your client experience doesn’t need to be perfect or overly polished to make an impact. It just needs to feel like you. When your process reflects your values and the way you love to work, it becomes something your clients will remember. Consistency and ease are key when you’re following a process that is clear and considered.
Let’s break this down and get to the heart of what actually matters so you can make your client experience feel simple, aligned, and completely authentic.
Start with your core values
Before you can align your client experience with your values, you need to know what those values are. Take a step back and ask yourself: What do I stand for?
Maybe you value simplicity, creativity, or transparency. Maybe you’re all about connection or delivering results with ease. Whatever your values are, they should guide every decision you make about your client’s journey.
Here’s how to start aligning:
Reflect on whether your current client experience supports those feelings. For example, if simplicity is a value, is your onboarding process easy to follow? If connection is important, are there opportunities for personal touchpoints?
Don’t overcomplicate it.
Think about what you want your clients to feel at each step of working with you. Do you want them to feel cared for, empowered, or inspired?
It’s easy to think that a polished process full of extras is the key to impressing your clients. But do you know what clients actually want? To feel like they’re in good hands. To feel like you genuinely care about their experience. That’s it.
Here’s what works instead:
- Communicate clearly so your clients always know what’s happening and what’s next. For example, send a quick email after signing the contract that says, “Here’s what to expect from me, and here’s what I’ll need from you.”
- Follow through on what you say you’ll do. Consistency builds trust faster than any fancy extras ever will.
- Make it feel personal. Add a thoughtful detail that makes them feel seen, like a note that says, “I loved what you shared in your questionnaire. I’m so excited to start working together”.
Automation isn’t always better.
Automation can save you time, but it’s not a substitute for human connection. If your client experience feels cold or impersonal, no amount of automation will fix that.
How to balance automation with personal touches:
- Automate repetitive tasks like sending contracts, invoices, or appointment reminders using tools like Dubsado or HoneyBook.
- Add personal touches at key moments. For example:
- Instead of an automated “Welcome” email, send a quick video message introducing yourself and sharing your excitement for the project.
- After automating an onboarding questionnaire, follow up with a personalised message acknowledging something they mentioned.
It’s the small things that can make a difference.
Never underestimate the power of small, thoughtful actions. These are the moments that make clients feel valued and turn a good experience into a great one.
Easy ways to stand out:
- Mid-Project Check-Ins: Set a reminder halfway through your project to send a quick email or schedule a call to ask, “How’s everything going so far? Is there anything I can clarify or adjust?”
- Quick Wins: Identify one small, unexpected value-add you can deliver. For example, if you’re a designer, mock up an extra bonus graphic. If you’re a coach, send over a personalised resource.
- Celebration Emails: When a client achieves a big milestone, celebrate with them. A short, heartfelt email saying “Congratulations!” goes a long way.
Here’s what actually matters in your client experience.
At its core, your client experience is about how your clients feel when they work with you. It’s not about impressing them with bells and whistles, it’s about making them feel seen, supported, and understood.
Here’s where to focus:
- Communicate clearly so clients always know what to expect.
- Simplify your processes to make things feel effortless for both you and your clients.
- Infuse your values into every step of your process.
- Add personal touches that make clients feel like more than just another project.
Start small.
If you’re feeling overwhelmed at the thought of refining your client experience, don’t worry. You don’t need to do it all at once. Start with one step and build from there.
Try these actionable steps today:
- Write down every step of your client journey, from the first inquiry to offboarding. Look for anything that feels clunky or unclear.
- Pick one repetitive task to automate, like sending contracts or invoices.
- Add one personal touch to your onboarding process, like a welcome video or a handwritten note.
- Send a quick feedback form after your next project and ask, “What did you love about working with me?” and “What’s one thing I could improve?”
When your client experience feels aligned, it’s not just better for your clients but also for you. It feels lighter. It flows. It becomes something you’re proud of, not something you dread managing.
Where do you want to start? Maybe it’s refining your onboarding process, simplifying your communication, or automating one small task. Whatever step feels right, start there and build from it.
If you’re looking for an easy way to start, I’ve got you. Check out my Master Your Client Experience Checklist. This is a free guide to help you streamline your process, create more clarity, and wow your clients from day one.
And if you’d like support to simplify and align your process, I’m here to help. Let’s create a seamless client experience for you and your business.
