5 Totally Free Things You Can Do to Improve Your Client Experience
If your clients aren’t giving you glowing reviews and referrals after their special day, there are probably kinks in your client experience strategy. The client experience is the journey that the customer takes starting from outside the doors to then browsing the products inside, purchasing, and telling everyone about the store after they leave. It’s your game plan for taking your clients from inquiry to after the wedding day. (Yes, I said after!)
Although the client experience for your floral design business will look a bit different, think of your favorite store. It could be a greenhouse or clothing boutique that just speaks to you! From the colors to the smells, every corner draws you in and makes you want to linger longer. Sometimes, you don’t even buy anything when you go in, but you tell all your friends and family how much you love anything and everything that comes from that store. On special occasions or when you need a pick-me-up, you go to that business and purchase. This store has nailed down their client experience.
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A clothing boutique or storefront invests in the little details of their stores: the interior design, signature scents, lighting, or marketing. Website design for online stores is just as detailed in keeping the customer interested. Why shouldn’t your business be any different? Usually, it comes down to having the money to invest in these things—but there are other ways to invest in your client experience without spending a cent!
Unlike other parts of your business, your client experience strategy doesn’t have to cut from your profit margins. Here are five totally free ways you can improve your client experience.
1. Outline Your Process
Take a moment and think about the typical timeline your client experiences when planning her wedding. How soon does she book you after she is engaged? How much time does she have until her wedding? When does she place her deposits? When will she hear from you?
These little steps matter to the overall experience of the client. List the steps you and your client take from the moment she sees your website, decides to inquire, books you, signs contracts, receives your services, and gives feedback or referrals after. Put all the little details you see to in between the steps, such as email templates or booking systems you use.
2. Improve your Social Media Presence
You don’t have to be an expert in social media management to improve your social media presence. Take the time to make little changes to be more visible to brides using Instagram to find vendors. Use relevant hashtags, show your face on stories, share behind-the-scenes moments, and connect with other vendors. Social media is always changing, so taking the time to research how you can improve is a worthwhile time investment!
3. Communication
Great communication will save you time and help clients trust you. You don’t have to sound robotic to be professional. Using language that is direct and friendly in writing and in person will build a connection with your clients. Your business communication should have a personality that can be recognized as you! Bring this personality over to your social media and website. Set hours to respond to clients and get back to their emails quickly.
4. Business Education
The internet is full of free content for helping small businesses. It may not all be about flowers, but business basics across all industries are the same. You can even pick up a few tricks from other people outside of flowers. Listen to podcasts, watch YouTube videos, attend webinars, follow business educators on Instagram. Invest time in yourself and your business. If you’re reading this, you already know Team Flower is an awesome resource.
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5. Client Exit Plan
What happens after you deliver your service? Hopefully, your client leaves a raving review and tells all their friends and family about you! Let them know you enjoyed working with them with a short thank you email or a handwritten card. Ask them what they liked most about your service and if they can think of anything you could improve on.
Another idea is to ask to use their wedding day pictures on your social media and website with a short description of what they enjoyed about working with you. You don’t have to beg for a review, but just let them know how much you loved creating for them, and they might what to help!
Here’s the best idea for your exit plan: Continue to engage with them on social media by liking and commenting on their next milestones like moving or having babies! This helps keep your name in their minds, but it’s also just fun to see their love story play out.
The little moments spent while guiding your client through your service are even more important than the actual service. They can get their flowers from anywhere, but they chose you for a reason. You spoke to them for a reason, so their journey with you should be effortlessly simple. As you invest thought and time into improving your business, you’ll be your client’s favorite part of wedding planning!
