Crafting a Great Client Experience—From Mediocre to Memorable

and that's when I started seeing the power a stand out Cent experience can actually have on your business I began re-engineering my entire client experience from the first Contact to the project delivery and Beyond and then with each client I would try to tweak and improve and innovate and therefore my Revenue per client was higher and actually increased by 40% at that point my referral rates double because almost every client I worked with would actually refer me to one or more [Music] people hey everybody what's up we have Gigi on the show and she's got an awesome presentation to share with us on many different topics so without further Ado Gigi could you please just introduce yourself tell us a little story and then tell us what we're going to learn today of course thanks for having me Chris so I'm Gigi uh just before we hit record I told uh Chris that actually my full name is yvena De rash and I'm not going to force him to try and pronounce it it's a little bit of a tongue twister so that's why most people call me Gigi I'm a brand and web designer I've been running my solo Design Studio W6 creative since about 2017 I say about because it's a little hard to actually pinpoint exactly when I fully committed to freelancing I quit my corporate job working as a brand executive in London back in 2016 and it took me some time to really figure out what I wanted to do because I'm not really a designer I'm self-taught designer graduate of YouTube University uh and really commit to doing this full-time and then I'm also a brand educator business educator so that's a pivot I actually made in 2020 when the pandemic hit and the design side of my business kind of quiet down a little bit a lot of clients get scared of what's going to happen Etc so I decided to take a step back and see I can pivot a little bit in my business and use my experience in business and in management and marketing for my corporate uh era and basically start teaching designers those business skills so they can confidently you know sell their services and Market themselves raise their prices and ultimately build a design business all right what are we going to learn from you today today I actually want to talk about client experience because client experience is something that really change my business and it's one of those things that is often forgotten uh something that a lot of people don't really focus on because it seems very natural it seems very obvious like of course we want our clients to have a really great experience of working with us who wouldn't right but a lot of people don't make the conscious effort of actually focusing on client experience and so before you kind of roll your eyes at me and you think about oh my God this is just another thing I'm going to have to add to you to my plate another thing that I'm going to have to to work on I want to tell you really quick story of how client experien changed my business so the year I believe it's about 2018 uh late 2018 and I'm working at this point full-time as a freelancer designer and I have a few returning retainer clients but I'm hustling hardcore you know I really try my best to get my name out there I'm on social media I'm networking I'm going to all these events my internal um my internal introvert is dying because I can't go and meet so many people so I'm really like hustling hardcore and and I realized that I am yet to hit a project that is the project you know we all have like that one project that changes the entire route of our career that lights this light bulb uh on our path and so one day I get an inquiry from this business owner and it's it's the biggest project to date and I get really excited I really want to get this project but then I'm also terrified because the project really challenges me to push my prices Way Beyond my comfort level like back then I was charging maybe 2 3K on average per project and I think my highest project back then was around 4K and this was a 12K project and so I suddenly have this major freakout moment and realize oh crap I need to up my game because I really want to show up like you know the kind of business that charges 10K without really making a big deal out of it cuz when I was working corporate I remember we I worked with this consultancy that worked with high netw worth clients Cent net with individuals and so presentation always really mattered I mean I'm talking from The Proposal you sent to the client to the brand of tea you're going to serve at the client meeting it really mattered so here I was looking at this client and this client for me was my kind of high net worth client and I'm looking at my word do contract and my Frankenstein proposal realizing that this is not really how I want to be perceived and so I spent 2 days completely rebuilding my proposal I remember I even changed my email signature to look more professional and I end up Landing this client we have a great time we have a really great project lots of Lessons Learned uh trying to get a project well beyond my scope and on the final call on the wrap-up call as part of her feedback she tells me Gigi I work with a lot of contract actors in my business but this was by far the more thoughtful fun personalized and easy experience I even I ever had and for me this was that moment this is the moment when the light bulb turns on but I didn't really know what to make of it and so a couple of days later I get an email from one of her friends and she tells me hey Justin told me so much about you and what you've done for her can we jump on a call and so I land another client and that's when I started seeing seeing the power a stand out client experience can actually have on your business and after that I basically began reengineering my entire client experience from the first Contact to the project delivery and Beyond and then with each client I would try to tweak and improve and innovate and really learn about what are the things that my clients actually care about and that was a game changer for my business because not only I was actually spending less time on the admin side especially on my business because I streamlined and automated and basically templatized a lot of different areas of my process but my clients were happier and therefore my Revenue per client was higher and actually increased by 40% and clients started to become repeat clients and my referral rate doubl at that point because almost every client I worked with would actually refer me to one or more people so that's why I wanted to chat about today and funny enough earlier today one of my clients actually sent me a testimonial so this is a project we just launched recently this is a really great example of how clients are impressed in the Moment by your technical skills of course you know the beautiful designs you're going to create for them but what they're going to remember is your experience so imagine if you know you could also increase your your revenue and reclaim your time at the same time and instead of spending hours trying to figure out blog post to write or what to post on Instagram you actually let your clients do the marketing for you because that's the real power of a stand on client experience and so today I want to really break this down break down the in and outs of leveraging your client experience and how to use that as your secret weapon so to say for scaling your design business without losing your sanity and I think we need a we need a little bit of a drinking game here Counting how many times I'm gonna say client experience because it's gonna be a lot just drink water everybody but you can drink every single time she says client experience yes so with that we know that client experience is basically all of the interactions that your clients will have with you and your brand right so that would be things like visiting your website filling out your inquire or your contact form jumping on a sales call all those things but it's also and a lot of people forget that it's also all those micro interactions that people have with your brand those tiny almost invisible touch points that may not seem like a huge deal in the moment but can significantly contribute to the overall client experience so this could be things like for example your contact form email confirmation is your client just getting a general thanks will be in touch message or or do they get a more personalized confirmation from you with for example a time frame so they know when to expect a reply from you and maybe some next steps or maybe even some resources that they could check out in the meantime or for example this could be interactions that you have with your client on social media even so do you engage with them there do you share about them on your own profile and as a result drive more eyeballs to their business so obviously I'm not telling you that you need to go and completely change your email confirmation and go and harass your clients on social media but what I do mean is that those more details they're going to matter and they're going to contribute to their overall experience every client is going to have some sort of level of expectation that needs to be met in order for them to have a good experience of working with you but it's once you actually exceed those expectations that magic really happens let's say you're walking into a high-end restaurant right for a very special occasion and the obvious interactions that you're going to expect from a place like this are for example the host is going to greet you hopefully they're going to smile at you uh you're going to expect the place to be clean you will expect the food to be good as well and those are all essential and expected in a fine dining setting for you to be satisfied but now imagine that at some point the chef comes out and personally greets you and maybe even offers you an appetizer and then the waiter sees that you're struggling to choose between two desserts and he proposes how about I bring you a plate with small portions of both desserts and then recently we went to this restaurant and they gave us cookies when they left just for the road now Chris would you go back to a place like this of course exactly and would you tell people about it yes exactly because while you expected good service it's those small details that leave us not just s satisfied but delighted and far more likely to return and refer others as well and the same thing can be applied to our design business as well now the mistake that I see a lot is that people think that client experience Matters from the project start to the project endend like this is how most people think about client experience and often the level of care we provide to our clients actually starts really strong at the beginning right because we're super excited about the project and then it gradually d down towards the end to the point where sometimes we just can't wait to wrap up the project and move on to something else but in reality your client experience begins way earlier from the very first interaction with your brand and that could be you know someone landing on your website for the first time from a Google search for example but it could also be someone telling someone about you so maybe you know it's a ex-client or maybe just someone who saw your Tik Tok St and decided to share it with a friend already at that point their perception of you is going to form and that will be the beginning of their experience with you and your brand so it happens way before the project actually starts just like with our example of the restaurant the table reservation process could easily Make It or Break It for you so recently we went to Turkey and we saw this restaurant that we really wanted to go to as a family but their booking process was horrendous you needed to contact them through WhatsApp fine but on their website instead of having for example a button to be redirected to Whatsapp or at least to have the phone number so you can save it and then go into WhatsApp and start a chat they put a picture of the phone number so obviously would didn't end up going to this restaurant because it took me forever to try to memorize the number or get another phone the experience mattered and as a result we ended up going somewhere else and they ended up losing their customers the real goal of the client experience is somewhere else do you want to take a guess where I have no idea well actually it's in the client nurturing it's what happens after the project is over and once the project is over as I mentioned earlier a lot of the time we just forget about the project we'll move on to the next thing to the next client but this is actually where you can add additional brand touch points that a lot of people completely ignore this by the way to actually grow your client relationship and as a result grow your Revenue as well so we'll talk about that in more detail a little later on all right now before we dive into the Practical part of this where we're actually going to look at how you can build your own standout client experience uh because really that's my goal for you after this to be so pumped and so fared up to actually want and and apply all of that and create your own amazing standout experience but I do have some really awesome resources for you to follow along so I have this workbook that you can download There's a link there it's 1 sixc creative.com slthe future and you can download the main workbook there I break down everything step by step so whether you're listening to this watching their workshop or actually decide to do this later on you can uh you can follow along super we'll include the links in the description for anybody that's watching this uh just check the description below all right so let's dive into how to actually build your own standout client experience and there really five steps to actually achieve this the first one is research you need to understand what actually matters to your clients because people are going to Value all sorts of things some will value time some money some communication some efficiency some will value speed over quality or maybe they're really big on communication or maybe they actually don't care how long it's going to take as long as the quality is like really really high and instead of making assumptions and thinking well my clients need all those things you need to have conversations with your past clients and listen to what actually matters to them and what made a difference for them during your project why did they choose you so some of the questions you could ask them are what initially LED you to actually choose me over someone else or what aspects of the project did you find most valuable or is there something that I did particularly well that impressed you or you remember or was there anything you wish that had been done differently this will actually give you a starting point for your client experience and showcase what truly matters to your clients when I was re-engineering my own client experience at the very beginning I talked to my clients and I was surprised that the majority of my clients prefer to do a this strategy call live versus filling out a questionnaire so with some clients I would basically send them a really long questionnaire with tons of questions about their business their goal their target market all of that but with others with bigger projects I was actually jump on a call with them and do this Workshop style do it live and what I found is that live strategy clients all raved about spending two hours or 3 hours sometimes on this Workshop whereas questioner clients most of them said that they actually found this activity really daunting and really difficult and also very timeconsuming for them and then when I was analyzing my process which we'll do in a moment together I realized that while I was thinking that the questionnaire is going to save me time it was actually taking almost double the time because I had to review the client answers I then had to reach out because there was missing information or needed clarification then we ended up actually still jumping on a call together and spending an hour going through their answers so it wasn't actually saving me time so to me it was a clear message that I needed to let go of this questionnaire and just offer those workshops and position it in a way where the client sees the value so I can increase my prices as well for the extra time and now it's actually one of my favorite parts of the process because I get to really show up for my clients and I get to really connect with them which definitely adds extra brownie points to uh to our relationship but then of course you also need to consider what are you actually naturally good at and what can you deliver based on your current resources because for example if you're currently only freelancing part-time and you know maybe you have two kids at home and you only have about 3 hours a day to actually dedicate to project work then speed is probably prob not going to be your selling point of your client experience it's just not something that you can actually physically deliver on so ideally you want to avoid attracting the type of clients that value speed above everything else because you're not going to be able to do that and that's okay as I said before you don't actually need to deliver on every single thing you don't need to hit every single spot you need to be aware of what you're capable of and also what you enjoy doing and based on that you can grow grow and expand your client's experience the next phase of this framework is to analyze this is actually the fun part at least for me because the purpose of this is to outline your entire process step by step and start analyzing it so I created a little fig Jam template for you that you can actually copy and use to create your own process the purpose here is to outline every single step that your client and and you go through throughout your project so starting from the inquiry the sale experience the onboarding experience project and then as we talked about offboarding and nurture the idea as set is to outline every single step and also the different scenarios so for example during the inquiry you can get an inquiry that could be a good fit and a bat fit what happens in case of both what happens if the client doesn't sign the contract and however you do this by the way you can obviously you can use technology amazing fig Jam but my very first one it was just pen and paper this is this was from 2018 I literally sat down took pen and paper and started writing it so it doesn't matter how you do it whatever you do I recommend categorizing it so you can see what are the emails that you send what are the documents or the templates that you actually sent to your clients where are the revision routs where are the client calls and then once you have all of this you will take a look at this and you're going to decide on four things what are the things that you can streamline so shorten the process what are the things that you can automate what are the things that you delegate to a VA a team member and what are the things that you can get rid of altogether because there's going to be a lot of that so for example back then my process and this is just an example process but my process from the inquiry to actually Landing the client was I'm going to have a sales call with them I'm going to send them a proposal I'm going to get them to confirm that they're happy with the proposal send them a contract get them to sign it send them the deposit invoice get them to pay it and only then they're going to become a client right and back then it made total sense back then I thought okay you know it worked pretty logical until I actually put it down on paper and real realized that all of that could be shortened into one email or just one document you know I could just send a proposal with the tnc's and they could be directly you know I could have an automation that transfer them to the invoice after the sign or what I do now most of the time is to close the client on the sales call and then just send them quickly to the tnc's they sign them they pay the invoice and that's it and I get the client within 30 minutes whereas back in 2018 this would take me days if not weeks but it seemed to make so much sense back then it makes a lot of sense and there's a lot of people going to listen to that's my process right now in case you're wondering what tncs are terms and conditions yes thanks thank you your contract thank you for clarify if the process works it works but at some point if you want to increase the amount of clients that you want to take on for example and you realize that you just don't have the BWI and you realize that you're spending weeks waiting on a client to go from sales call to actually closing decline something's got to change cuz you will realize suddenly your process is going to be way shorter not because you're shorting it on purpose but because you made it more efficient so the other thing I actually realized again once I put this all down on paper one thing I realized as well is that I was spending hours crafting proposals and presentations for my clients and every time I was dreading doing that because I knew that it was going to take me so long one of the first things I did is that I created templates for for every single one of those documents templates that it could update in 30 minutes to an hour send it off and of course this was a time commitment at first but especially as a solo Design Studio without having especially back that any extra help I needed to make my process more efficient now at the end of the project when we need to actually create the brand style guide I can send it out to my VA and she just needs to follow the instruction we have exactly the same structure every single time and we don't need to worry too much about that and the other big big thing that I realized and templatized was actually all of my emails I was shocked when I saw how many emails do I send for every single project they were taking me so much time and they would always be the same email but I would constantly type it from scratch where's the logic in that so I create this massive Google doc with all of my process emails from you know this is a good fit this is not a good fit this is a reminder to sign your contract this is your welcome email then I would actually bring them into my email app and add them as templates in there so it would only take me a click and then changing a couple of links changing my client's name and the email is ready but the bigger game Cher when it comes to emails was actually creating emails to deal with those uncomfortable situations as a people pleaser I would spend hours crafting the perfect email to tell the client to politely back off with the let's make it pop request and direct them to the contract and I was realizing that I was actually it was having an impact on my mental health as well because I would spend days thinking about that email over the years I've definitely had my fair share of difficult client situations lots of lessons but I would just sit so long on writing that one email thinking you know what to write and then rewrite and send it off and immediately regret everything I wrote and when I actually templatized those emergency emails I was saving time but I was also saving my sanity in a way it was a huge help so on the web page I mentioned earlier 1 sixc creative.com thee future I actually shared a couple of resources for various email templates that you can also swipe but I really encourage you to start building your own library for your own type of clients your own process your own situations whether you know it's actually like documents or it's process emails that you send for your clients every single time all right moving on to the next stage of that framework is the implementation and we kind of talked about this already but I want to mention here is to avoid completely changing your entire process and your entire customer experience at once start by deleting unnecessary steps in your process and then focus on all right what are the things that I can streamline what are the things I can automate delegate before you actually even start adding anything new and try to prioritize the things that you believe will actually make the biggest difference for you and your clients you're not going to transform your client experience all at once it's all about implementing refining testing reviewing it's always a work in progress kind of like a designer's website you're never really done you're always working on it so don't overwhelm yourself focus on one thing at a time and see how it works out with you know a couple of clients before actually making it permanent I love following Adam maseri on Instagram and he has a broadcast channel where he shares about Instagram updates new features and all of that and they never roll out features all at once across the globe you know they always pick a couple roll it out in certain areas and see how that works they test it out uh see if it's a good idea sometimes it's not and they decide to go with something else and the same goes for your client experience don't roll out all of those changes at once because it's going to overwhelm your clients it's also going to overwhelm you and it's going to get messy the next stage and I love this one is the Delight phase this is where you sprinkle those little surprise and Delight elements into your customer experience going back to our example with the restaurant the little additional touches that I mentioned so you know the appetizer the uh desserts the cookies at the end these are all surprise and Delight elements that elevate your dining experience going back to Fig Jam if you look at your process you can start thinking about okay so what are the small unexpected touches that I can make in my client's journey to make it a little bit more rememberable so for example you could send a handwritten note when they become a client uh maybe and I love this one I actually do this with my clients maybe at some point halfway through you send them a Starbucks card you know like a little a little pickme up halfway through to just say hey we halfway there let's power through maybe you can surprise them later on when you're done with their brand maybe you can surprise them with a brand teaser video you know it may not have been been included in your deliverables when you agreed to it so this is going to come as a surprise to them but you already have a template for that that you prepared in advance so it's only going to take you you know a short amount of time to actually do it or in the same way you could create you know a launch graphic or a video for their website launch so they can actually share it on their social media and it's also actually an opportunity for them to kind of give you a shout out and promote your services so it's a little bit of a win-win here or and you don't need to do all of these things I'm just giving you ideas here kind of like food for thought you could send them a little card for their brand versary brand versary for me I mean the laun the one year birthday after their brand or their website launch you could send them a little note saying hey it's been a year since we launched a new brand congratulations or maybe it can even be a happy birthday email even if you're you know not working together with your client anymore surprising the Light Elements they don't need to be like those grand or expensive gesture there are small unexpected moments that will surprise your clients and this is actually the kind of stuff that clients are going to remember and talk about because I'm sure that if you get a cookie at the end of your dinner you're going to go and you're going to tell your friends about it you're going to post a story on Instagram about it because it was unexpected it was surprising and finally the very last stage of the framework is to reveal so in addition to actually asking your client for feedback maybe you know you do a little wrap-up call uh maybe you send them a short survey you also want to do an internal project review for yourself to see how the project actually went what are the things that you're proud about what are the things that you believe could have gone better and again I really equipped you with everything you need here I included a resource for you so it's a really simple two-page PDF uh where you can add some details about the project you can outline the project goals whether you've met them or not what was the client's overall feedback also and I usually like to give myself a little rating for the project right so how do I feel about the onboarding process how was the communication from the client side from my side uh what do I believe went well what do I believe I could have gone better because it's not always about what how your client interpreted it but also you a lot of the time especially if we have a difficult client for example we put on a brave face we do our best work and maybe the client is really happy in the end and they gave you like five stars in every single category but for you it was a complete disaster you were disorganized you lost some files you forgot to save something uh you did not respect your own boundaries so it's important for you as well to take some time and before you go and jump into the next project to actually take a step back reflect and see what you can improve on for the next project that's good it's good to include your own Reflections and your notes uh because it's not just about what the clients's think can feel it's about how you feel about your own experience you can look for ways to improve or to Define different boundaries often times when when you have a bad client experience it's it's a opportunity for you to learn so that the next time you hear the same kinds of things in your prospect you could say look I've heard this before and I want to know how you're going to respond to X and then depending on their answer you could decide to accept them as a client or not absolutely and I think with every reflection your own boundaries toughen up you realize what are the things that you actually enjoyed in this project personally and what do you need to seek in your future potential clients or what are the red flags that you miss with this client that you need to be aware of for the next time so absolutely reflection will also help you SL better clients that you enjoy next time and then of course guess what you do it all over again because as I said your client experience is a constant work in progress It's not like you went through all of these five steps you created your client experience and you can forget about it it never really stops you review you reflect you adapt you try you test it out you try incorporating something you that didn't really work out or it was too demanding from your side you uh you you didn't think that it would be so complicated maybe you tried a new tool and it didn't work out you can try something else or you go back to a simple Google dog uh to I don't know create your experience in there whatever works for you so in a nutshell these are the five steps to kind of create your client experience this is what the client experience is all about uh of course as I said it's not going to transform overnight but it does have compounding effect sort of speak in the long run on on your client Lifest value through repeat work and through referrals speaking of which I do want to talk about the nurture experience I know I seized it a little bit the nurture experience may be that I don't want to say a magic one because I don't believe that there is anything like that in business but it could be that missing piece that can really transform the way that you work with clients and also just in general your client relationship sh so it sees the importance of that earlier and this in combination with project experience is what really helped me significantly grow my own design business by maintaining those strong relationships with existing clients and increasing their client rotation rate um increasing the repeat project and doubling that referral rate thanks to client satisfaction so let's give this a little closer look a lot of the time what happens as we saw earlier is that our level of care client experience often dies down towards the end of the project right we're so in a rush to get to the next thing to land the next client we're basically constantly chasing that next opportunity chasing that next lead forgetting to actually nurture and leverage the relationships that we already have when in reality with minimal effort we could completely change that so instead of just cutting ties with your client at the end of the project create a nurture sequence where you're going to check in with your client a couple of times throughout the next 6 8 12 months the frequency and the time frame don't really matter this is completely up to you but the whole idea is that throughout the next few months after launching the project you're going to casually check in with your client to really stay top of mind so that's that means for example sending a quick check-in email after one month and just see you know say hey how you doing how's your website treating you did you get any cool results did you hit your goals and then you can actually take that information and update their testimonial or the case study use that for marketing then let's say after a few weeks you'll see I don't know they landed a feature in a magazine in Business Insider or in Forbes so you celebrate that with them on social media maybe you even share their news on your stories and say oh my God I'm so proud of the clients I'm working with and use this opportunity to also share that case study and share about their Rebrand experience so at the same time you're promoting your services you're showing social proof and you're supporting your past clients staying top of Mind once again then after that you're going to check in with them let's say three maybe 6 months in in whatever it is and you check in with them just to see how things are going maybe you sell on social media that they're preparing for I don't know for some launch maybe they're launching a new service so you just check in with them say hey I saw this post I saw that you're launching a new service congrats so glad of all so happy with all the things that you're doing so proud of you is there anything I can do to help and then at some point later on you send them a referral and then mention you know one year in you send them a brand versary card now with these extra interactions you're basically showing your client that you're in their Corner you're there you're cheering them on you're the person that they're going to think about when they actually need help or there someone who needs what you have to offer because so many times I had situations when I would send a quick checkin or a quick followup with a past client asking if they need help with anything and they will come back to me saying gosh yes I'm so glad you reached out I wasn't sure if you were actually taking on new clients I thought you were too busy we can't just expect our clients to think of us all the time because they don't they have their own lives they're doing their own things they're not thinking of you you need to be proactive and take that step forward for them and when you do that something really amazing happens this extra Revenue so suddenly the 10K project that you just wrapped up is bringing you an extra 7,000 through client referrals and repeat work now of course maybe you know you would have gotten some extra work anyway from them you would have maybe down the line they would have been the one to reach out to you and maybe send you a referral Etc but for my experience the more thoughtful I am about proactively nurturing my client relationships the client relationships I have with past clients the more likely they are to come to me and refer me to other people take some time to think about about what that nurture experience could look like for you and your client and start to test it out you don't need to go all in straight away and I've actually included some nurture email templates in the workbook as well another reason to download it so you have something to start with but if you don't currently for example work with clients that you can test out this nurture SE uh sequence with you can also just reach out to past clients check in with them you probably have clients that you haven't talked to in ages thinking but why are they not referring me why are they not coming back you know for repeat work probably because they're busy running their own business and doing their own thing but if you reach out if you get into the spotlight if you become top of Mind who knows maybe they actually need your help so ask them how are they doing how's their business is there anything I can help you with don't go in with expectations you know don't say hey I'm opening my books I need clients give me some work make it casual maybe you can go on their website see if anything is broken maybe you can offer to fix that for them I had a client once who tried to set up a popup on her website by herself and I was just randomly looking through client websites it wasn't really you know anything that I wasn't even thinking of reaching out to her I just landed on her site saw that there was a broken popup reached out to her offered to help it for free actually because it was an easy fix but she probably forgot about it and it turned out into a 5k project because she actually wanted to refresh that entire page just couldn't find the time don't take your past client relationships for granted they are your Salesforce if they love working with you they will sing praises about you and especially if you're an introvert like myself and so you know going out there there and pitching and networking it just takes a lot out of you this is the perfect marketing strategy because your clients will be doing that for you anyway so I hope that this gives you for some food for thought and actually gets you really pumped about creating your own standout client experience and especially in today's world you know when human interactions are so valued and they become more and more rare you know with the rise of technology and Ai and the service industry is becoming so saturated this can actually become your competitive Advantage if every single client of yours says that working with Tom is the best thing you'll ever do his experience is phenomenal and he says that to every single one of his friends all of his you know startup friends and people who are thinking about starting a business the experience is what clients are going to remember and Rave about so as I said hopefully this gives you some food for thought you can now take some time to review your own process review your current client experience talk to past clients as them what are the things that they value what are the things they loved about working with you and how can you amplify that in your current client experience wonderful Gigi thanks for sharing this process something that I admit I'm not very good at doing to my own detriment luckily I have a team that does this and I've had to learn over the years as I've noticed other service providers providing an amazing customer experience especially after delivery thanks for sharing the resources if people want to find out more about you where should they go probably on my Instagram so that would be 16 creative this is where I hang out daily share tips and behind the scenes of M business but also mostly I talk to other designers out there so that's another thing once I really hon down into the client experience part I that was also around the time where I pivoted in my own business and actually started focusing more on the education side uh started talking more to designers on social media so I kind of gradually stopped promoting my design business Al together but the revenue that that side of the business brings hasn't decreased it increased because as I said the clients are doing the marketing for me yes of course I will share you know here is a really cool project we just launched we just dropped working with this person and for example next week I'm having actually podcast interviews with some of my past clients it's also a marketing strategy where we actually talk about their client experience but I stopped constantly daily think about how can I reach my clients on Instagram because the clients were marketing for me so once you really transform your client experience you focus on your client's experience and you create this amazing client Journey you can also I don't want to say take a step back but you can also relax a little bit when it comes to trying to be everywhere everywhere at the same time but yes you can go and check out my Instagram at6 creative wonderful so if you've enjoyed this presentation if you got some value go give Gigi a follow at6 creative on Instagram you can learn a lot more she's probably got a lot more resources for you on her Instagram feed Gigi thanks very much for being on the show thank you I appreciate it