119. The Client Experience Fix You Didn’t Know You Needed: Lead to Loyalty Challenge

Phylicia Pough: 00:00:55

Hey friend. You're listening to Harmonious Mompreneur, where faith, family and business come together.

I'm your host, Phylicia Pough, a Christian wife, mom of two, and life and business system strategist for moms.

If you've ever felt like there just aren't enough hours in the day, or find yourself craving more time for yourself but feel guilty about it, you're in the right place. While many strive for balance, I believe it's harmony, an integrated flow that works for you, that truly sustains.

Each week I'll share insights from my personal journey and practical strategies to help you design systems that bring peace to your business and home life. So give your kids another snack, take a deep breath and let's dive into today's episode where we'll start creating your harmonious Mompreneur life.

Hey friends. So today's episode is going to wrap up the client experience series that we've been in.

If you have not been keeping up, I want you to pause this episode and go listen to the last three episodes. So in episode 116 I talked about why service based businesses lose referrals and I gave three client experience mistakes to avoid.

Episode 117 we talked about how small client experience issues lead to big money losses. And in episode 118 I shared my process for onboarding clients in 10 minutes and how you can do it too.

So those are all linked in the show notes and show description. Go ahead, take a listen.

If you have not listened to them, those episodes, they really gave you all the education that you need about why client experience is so important and the possibilities for your business when you have a seamless, efficient client experience. So this episode is not going to be educational at all.

This is your invitation to take guided action on cleaning up your client experience through the Lead to Loyalty challenge. It's your invitation to allow yourself to embrace the areas where you're not the expert and get support. Right?

I know that you are amazing at what you do, but we're not all great at all the things, right? I'm not great at sales. That's why I'm in a sales membership and I have a sales mentor.

And client experience systems may not be your thing, but it's mine and I am here to support you with that. And so I want you to really pause and I want you to imagine. Think about what it would be like to onboard new clients in minutes instead of hours.

Imagine if your clients finished a project with you and they immediately sent their biz besties your way. Okay? That's what we're working towards inside this challenge. Okay, so what is this challenge?

It's a free three day challenge to help you build a polished premium client experience and really help your clients to keep coming back and refer others as well. It's for established coaches, creatives, strategists, service providers. You're clear on your offer? Your offer is selling.

You're already profitable, but you just need some stronger systems. And so over the three days, this is what will happen. Day one, we are going to pinpoint the hidden gaps in your client journey. Okay.

I'm going to share the five most common gaps and talk about how you can really fix those gaps. In day two, we are going to structure a seamless experience for you from start to finish. Okay.

And so I'm going to give you a framework for how to do this, how to map out your client experience. And then in day three, we are going to make it so good that your clients can't help but refer you.

So this is going to be like the chocolate icing on the cake or the cherry on top. Okay. To make your client experience unforgettable.

And so really what you're going to walk away with is a clear and structured client journey, a streamlined plan from inquiry to offboarding, and a simple system to boost your retention and your referrals. Okay, so if you're thinking, if it's not broke, I'm not going to fix it. Okay. Everything seems to be working just fine for you.

And so you're like, I don't, I don't think I need this. Right. But just because something does not look broken to you does not mean it's not broken.

Okay, maybe it's not completely broken, but there may be some room for improvement that you can't see because you are too close to the process and you have blind spots. And that's where having an outside party come in to really guide you through the process will be beneficial.

If you're saying to yourself, this sounds good, but I don't have the time to show up live. Listen, I totally get it.

I am a mom with two littles home with me all day and even I, I don't have the capacity to show up live for three days in a row right now. And so for this challenge, you are going to be getting access to pre recorded video trainings.

And if you do the VIP upgrade, you'll have access to a private Q and A session, and you'll be able to get custom feedback on your client experience. Plus you'll have Access to the replays. Post the challenge. Okay. And then if you're feeling like, okay, I've done challenges before.

They're all the same. I don't really get results. I want to ask you, what did you put in? Why did you not see results?

So this challenge is not just me giving you information. This is not listen and leave. This is truly an action lab. I'm calling it an action lab.

And each day has a clear focus, and you have action steps that you need to take so you can walk away with this elevated client experience. Okay, so you're not just learning in this challenge, you're also implementing alongside me.

Now, I know that you have done the hard work of building a great service. Right? That's why it's selling. That's why you're profitable. And so now it's time to make your experience match the quality of your offer.

It's not enough anymore in the online space just to do good work. If you want your clients to keep coming back and referring others, you have to make your experience unforgettable. Okay.

Now, I shared this story with my email list, but I'm going to tell you about an unforgettable experience that I had with the company. So a little while ago, I got what I feel like was the most unforgettable piece of mail. And to my surprise, it was a credit card offer. Right.

I know that's shocking.

And I get lots of credit card offers, and they all pretty much look the same, but this one from Chase Sapphire Reserve, it stood out so much that I wrote an email to my list about it, and I'm talking to you about it right now. And just for context, Chase Sapphire Reserve, it's a premium travel rewards credit card, and it's designed for frequent travelers. Okay.

So when I opened up the piece of mail, the offer was not just printed out on a piece of paper like it typically is enclosed in the envelope. It was a small blue booklet that mimicked the look and feel of a U.S. passport. And as I flipped through the pages, I saw passport stamps.

I saw photos of travelers at different destinations, and there was descriptions of luxe card holder perks. It felt so personal. It felt premium and very intentional, like I was being invited into something exclusive. And that's when it hit me.

This is exactly how a client experience should feel. Okay. Before I even read through what, you know, all the terms and conditions were, I was sold. I was ready to jump in.

And so when your leads and when your clients feel that level of care before they buy and after they buy. Okay? They don't just trust you, they remember you, they refer you and they come back for more.

And so this is what we're building in the Lead to Loyalty challenge. If you want in, we start May 6th. Click the link in the show notes or the show description and you can upgrade again to VIP for personalized feedback.

See you in the challenge. Thanks for listening. With grace and gratitude, I will see you in the next episode. Hey friend. I'm so glad you tuned in today.

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