79 | Client Communication & Retention
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Hello friends. Welcome back to the Crush Your Goals with Christi Podast. The business podcast where you'll find clarity over confusion, community, over competition, and the confidence to crush your goals. I'm your host, Christi Johnson, business strategist, online business manager and wedding photographer, dedicated to helping you crush your goals. 

Today, we're going to talk about client communication and how you can level up your client experience simply by being a great communicator. We're also going to talk about how you can retain clients and have them coming back for more and more by simply being a good communicator. So let's dive in first. I want to talk about the common client touchpoints that we have. 

As service-based business owners. First of all, is that initial inquiry when they respond, when they fill out a form on your website and then your response after that, The important thing here to give your clients an amazing experience is to make this as easy as possible for them and make it really easy for them to get the information that they want. It should be very easy for them to get in touch with you. They shouldn't have to scroll through seven pages on your website. 

There should be a button that says contact me or book your session or whatever that call to action that you have is it should be very clear from the homepage of your website, what their next step is. And the. Form should not be too complicated, make it something that they can fill out really quickly. They don't have to spend too much energy thinking about. 

And they can just fill it out and get the information that, that, uh, that they need. I think it's also important to make sure that your reply comes out automatically. I like to send an automatic email reply because. This way, they get the information that they want. Right away. They don't have to wait for it. And it's going to show that you keep boundaries with your clients by not being a. 

Tied to your email inbox and having to respond right away. But they're going to get the information right away because you have your processes in place. That's going to make you appear more professional as well. If you want more specific help with your inquiry process and your booking process, check out episode 67, streamlining your booking process to save you time and make you money. 

And you can go to that one by going to Christy Johnson, creative.com/ 67. Um, so you can check that out. So your reply. When you reply to them. Uh, you want it to be very clear what their next steps are. Do you want them to book a client call next? Do you want them to, uh, fill out a questionnaire? What do you want them to do next? 

If the next step in the process, your next client, touchpoint is a client call, then make it very easy for them to book the call. And when you're talking to them, remember there are no stupid questions you want to make sure that they feel. Supported they feel respected and that they feel that you really want to talk to them and are interested in talking to them. 

You have to remember that for them, this may be their first time going through a process like this. You have all the insider knowledge, the professional knowledge and no. Everything, uh, all the ins and outs of what, if you're a photographer of what's going to make their photos look good. If you're a designer, you know, what's going to make their design look good. If you're wedding planner, you know what is going to make their wedding be amazing. 

But they don't know all that. This is usually a lot of times their first time doing something like this, or maybe you're not the first person that they've worked with, but they may have ideas of what the process was like from someone else that they've worked with. So anytime that they're asking questions, it's very important that you respect their questions. 

You don't make them feel stupid. And that you sound genuinely excited to answer their questions for them. I really think that the most important part of a client call is getting to know your clients and showing your personality and showing that you, that you respect them. Okay. So. After the initial inquiry and your reply. Goodness, that word inquiry is very hard to say. 

Um, after that. Um, then comes to the client call and the next common client touch point is going to be communicating their next steps. This is where a lot of people miss the mark and lose a lot of sales and client retention because. You don't want the process to be complicated if you're sending them loads of information to explain your process, which may be good. 

They may not know clearly what their next steps are. So what I like to do is put a summary at the end of the email that I send. And I say, here are your next steps. And I literally say, number one, do this. Number two, do this number three, do this. I try not to have it be more than three. If possible it's even better. If there's just one next step to make it even easier, but make sure you're communicating those next steps and give them clear instructions on what to do next. 

Don't ever. Enjoy your emails with, let me know what you think or let me know how you want to proceed. They don't know. They might have an idea, but they're probably confused. Give them clear directions. Say. 

Fill out your, uh, contact information here. Fill out this questionnaire here or head over to this quote, to pay the con the invoice and sign the contract. Give them clear. Communication of their next steps, make it very easy for them. If they haven't. Answered your email in a few days, then follow up and say, Hey, were there any questions that I can answer for you? How can I make your decision process easier? As a reminder, here are your next steps. So that way they know, oh yeah, it's my turn to do something. They might've been overwhelmed by all the information that you sent them. 

So clearly communicate your next steps. All right. Typically the next form. Of communication or the next client touch point that you're going to have is going to be sending the contract. Whenever you send a contract. Make sure that they know you're available to answer any questions about the contract and kind of give an explanation of, uh, in your own brand voice, your own words of why the contract is there and, and what their next steps are. Because the contract may have a lot of legal jargon and some complicated words. 

And so if you want to tell them, Hey, this is just going to make sure that we're all in agreement for our services and then tell them that you're there. To answer any questions that they have. I see a lot of people get really upset when clients ask questions about their contract as if they have offended them. By saying that I'm confused about this. I was wondering this. 

They are getting lots of information from lots of different places. And maybe they read an article that said, you need to make sure the person you're working with does X, Y, Z. And so they're going to ask you about that. For example, a common question that I get as a photographer is they ask me, do we get the copyrights to the images? 

And I have to explain to them, well, actually the copyrights are retained by me, um, because I own the images, but you get full printing rights because most of the time, what they're asking for when they're asking for copyrights is printing rights. So I don't make them feel dumb. I don't say no, you don't get the copyrights if you want it. It's $5,000. 

I don't say that. I say that's a great question. You're probably thinking of printing rights and yes, you do get all of the printing rights. The reason I don't sell my full copyrights is because then I wouldn't be able to use them in advertising. And if this is something that you want, then ask me about that. 

But if you're really just asking about whether or not you can print your images, then yes, you can. You have full printing rights. So. It's important to explain things like that in a friendly, professional way and not in a way that makes them feel stupid. Because again, this may be the first time that they've ever gone through this. 

And they may have been getting conflicting information from somewhere else. Okay. After they've signed a contract. I really think it's important to explain the process. Um, so explain the project, the timeline, and what they can expect. Also explain any communications that they can expect to hear from you and any time that you need something from them. I also think it's really important. 

Anytime you need something from them that you break it down into smaller chunks. So you say step one is going to be this and just send them that information. They don't need to know all the 12 things that they need. If you want to give them an overview of that, then that's totally fine. But say, don't worry, I'll walk you through it step by step. So you don't have to remember any of this. That's really going to calm their fears, ease their worries. 

They know that they can trust you. And they're not going to be worried about you waiting on them for something. So explain to them the project. The timeline, what to expect. Um, and lead them through the process. Step-by-step so that it's really easy for them to know what to do next. All right. Let's say that you're working on a project for months. 

Um, and you haven't chatted with them. And, uh, they may be confused as to what's going on. This is something that Jordan has talked about with me. Um, in my episode with him, Uh, let me find that episode number for you. 

Okay. I can't quite find that episode number. Ah, bummer. Um, well, it was about learning from your mistakes. I will link it in the show notes. Um, and make sure that you guys get that one. 

Let me see, sorry about this. 

Okay. Yeah, I don't, I don't have the episode number on hand, but you can search on my blog. Um, go to Christie Johnson, creative.com/blog, and just search Jordan. K E N T R I S. And we had a great. Episode on, uh, how to learn from failure and mistakes. And a big thing that he talked about was the importance of sending a check-in email to your clients. It's so important to send a check in email to your clients because, um, they just to let them remind them that you're working on their project, that you haven't forgotten about their project and to communicate. 

Um, that everything is on track. Uh, followup is also important as well. If you're struggling in the booking process. Sending a simple followup can be a great way to ease some of their fears and get some of their questions out and walk them through the process. And again, you can learn more about that. 

In episode 67 about the booking process. All right. So project timeline, explanation check-in and then finally, um, the last part of the project is going to be the delivery. So when you deliver. Your. Deliverables of whatever that looks like for you. You want to make sure that you're clearly communicating the project is done. You're celebrating with them and you're giving them clear instructions on how to view the project or what their next steps are, how they can use it. You know, if you're a designer or if your photographer. 

Uh, if your designer, how can they use the image? How do they download the, the images or the logos or whatever it might be. Um, and explain if there's any final steps to get those loose ends tied up. If you're a photographer, explain this is how you download the images. I also think it's a great idea to send a personalized video check-in after you're done with the project and say it was so great working with you. 

Uh, we had a blast. I had a blast. If there's anything else that you need, send me an email. Here's my email address. Thank you so much for choosing me to work with. Um, that's gonna go a long way to retain your clients and to make them want to come back for more because they know that you care about them. 

So clearly and easily communicate their next steps after the delivery of the project. And then last but not least ask for their feedback, you want to give them the opportunity to share. Was there anything that I could have done better? Um, What did you enjoy about the process? What could I improve? 

And then after they, after you give them a chance to share what that you could improve, then give them a link to write a testimonial for you somewhere. This can be on a Google form, uh, or a simple email. They could just send you an email. You can say, send me an email, or you can give them a link to write a review on Google again, make it very easy for them. 

Don't make them have to think about it too much. Say I would love it if you'd see me or view. By simply replying to this email with your review or by clicking this link to fill out this questionnaire, or by clicking this link to write a Google review, give them the exact next steps. Okay. So those are the client, common client touchpoints, the initial inquiry and your response, the client call. 

Communicating their next steps. The contract, the project explanation, the check-in, the delivery and asking for feedback. So let's talk briefly about how to add value beyond your contract. I think that having great communication. Is a huge way to give your clients a high end or boutique experience. 

They're going to notice the difference that you're there, that you're respecting them, that you're valuing them. But also I think communicating that you're available to chat with them whenever they have questions goes a really long way. Make sure that you're setting boundaries for yourself and that you're not, you know, opening them up to talk with you at 11:00 PM. Set your boundaries. 

You know, say, I want to hear from you anytime seeming email, I may respond during business hours, but this is what you can expect. But just communicating that you're there for them is going to ease a lot of their worries. And help to give them more, um, trust in you and, and respect for you. And notice that you're a professional and you know what you're doing. 

You could also send a handwritten welcome note. Which can really go a long way, communicate that you're excited to work with them, or just a video, send a video of yourself, thanking them for, uh, signing on with you. And that you're excited to work with them that could really add value, um, or send them a thank you gift a welcome gift. It doesn't have to be too crazy, but it just shows that you're, you're grateful for their business. 

You're excited to work with them and that you care about them. And then again, Communicating well can really, really go a long way. All right. So I hope that this episode was helpful on how you can communicate effectively with your clients. This is so important because this is what's going to set you apart from your competitors. 

Um, I believe in community over competition. So I don't like to use the word competitors, but this is what's going to set you apart from other people who, um, are offering similar things as you. This is what's gonna draw them to you personally, as your own business owner, your unique offerings. And this is what's going to bring them coming back for more. How did you make them feel when they were working with you? 

Did you respect their time? Uh, their time, respect their questions. Where you enjoyable to work with where you pleasant, you never ever want to make your client feel stupid. So always be. Positive affirming, helpful and open to hearing from them. It's really going to set you apart. If you want some help with your business, I'm offering strategy sessions. I would love to work with you. I offer strategy packages and implementation packages. So if there's anything that you're wrestling with in your business, 

I want to help you. A big thing that I do is work with people to shore up their client communications and their booking processes and their workflows. So let's schedule a call. You can head over to my website, christijohnsoncreative.com/contact. Contact me there. Let's set up a call, um, and I can help you work through your booking processes and implement some, some effective strategies for you. 

Thanks for listening. I'll see you next week.