Five chances to Wow your clients

We’ve recently been focusing on how to create a sense of magic within your customer journey so you can be sure you’re delivering your very best for every customer.

In my last article, I wrote about the five crucial touchpoints in your customer journey where you have a chance to foster a really positive, emotional impact for each of your customers.

Today, I’m walking you through exactly what you need to do at each of those five steps to keep your customers happy and ideally, turn them into raving fans!

Step 1: The initial enquiry

At this stage, they’re likely feeling a little unsure. There are so many variables here, from price and options to whether they even need the thing, and if they do need it, do they need it now, and if they do need it now, are you the right person for the job?

Your role is to ease that feeling of being unsure and make them feel certain. This can often come in some form of case study or showcase of your expertise. Maybe it’s as simple as pointing them to your 5-star Google rating.

Step 2: The “yes please”

Getting that coveted yes is not the end of your job. In fact, your work here is only just getting started. The moment someone agrees to work with you, they’re instantly prone to feelings of buyers’ remorse. They start second-guessing their decision.

This is when it’s time for you to turn that remorse into confidence. Prove to them they made the right choice. This can really take off when you can add a personal touch and show them how much you value their business.

Step 3: The start

The beginning of the project is a huge turning point, and it can either make or break your relationship. Often, customers feel unclear or uncertain about what the process is actually going to look like. It’s your job to give them clarity. Walk them through the stages of working with you and get as detailed and specific as possible. You may even want to share a clear project plan with them ahead of time.

Step 4: The Duration

As they move along your customer journey, they’re liable to start feeling a little nervous or uninformed if they feel they’re not across what’s going on behind the scenes.

It’s up to you to keep them informed and updated. Ideally, this is where you want to get super proactive. Even if it’s just a weekly call to tell them everything’s on track and there’s no news, that gives them peace of mind and reminds them they’re in good hands.

Step 5: The End

Whether this is a one-off experience or time to consider a project renewal, customers are going to feel relieved.

And whether that sense of relief is positive or negative is entirely up to how you’ve handled their emotions from the start. Are they going to feel relieved because the contract is finally over and they can high-tail it out of town? Or are they going to feel relieved because the project’s completed and the job was done well?

 

Remember, you have a chance to set any contract up for success at five different milestones along your customer journey. It’s all about remembering how they might be feeling and what you need to do to create a positive emotional experience that acknowledges and responds to those feelings.