During my Process Audit sessions I work top to bottom on mapping out my clients customer journey process. Because without a map, how do you work out the solution to where your going?
Like taking a car journey for the first time, without a map you don't know the quickest way, how to get the supplies you need, how to avoid issues along the way and how to have an overall good experience.
With a customer journey map you can work out the most efficient (quickest) way to get what you need (customer info), avoid issues (like being paid on time) and deliver an excellent experience to clients.
How do you do this for yourself?
Get a big, big piece of paper and then answer yourself the following questions, in order.
Where do you get leads from?
How do you respond to these leads?
What information do you ask for?
What questions do they ask?
Do you need to arrange a phone call?
Do you use an online diary?
Do you need to share this information with anyone else in your business?
What paperwork do you need to deliver work so that a) you're covered and compliant and b) so your client has all the information they need.
How and when do you take payment for your services?
Do you chase for information? Is it easy for you to get what you need for you to start work on time.
How do you share and interact with clients during your time together?
Does this system serve you and your client?
Does your client have all the information they need to use the systems you have in place?
How do you store client information?
How does your relationship with your client end?
Where do you want to capture reviews?
How do you get in touch with them for future work?
Once you've gone through and answered these questions you can start to build out how your customer journey may look like and where there is possible duplication. For example, you may speak to them on the phone and then follow up with an email where you ask for essential contact information that you need to move to the next step, like an address for a meeting. I'm not saying don't follow up with an email, that's great practice but why not get the address information on the phone every time, make that part of your process, so that you can move forward with the process your end and you're not wasting time waiting on info.
Think about every eventuality such as:
Book in a call over email:
Call is cancelled
If it is B, build in the process for re-booking. Have any FAQs to hand when you chase up to eliminate any reason why they may be hesitant about getting on the phone with you.
If the phone call never happens, give them the opportunity to join your mailing list to keep in touch.
Don’t lose another lead
Make sure that every eventuality of a lead moving through your business is locked down so that you maximise all of your opportunities.
I hope that this helps you to think about all the opportunities when introducing a new lead to your business. Like I said at the beginning, without a map, you don't know where you're headed or the best way to get there. And if you need a hand with the map, get in touch.
Enjoyed this post? Grab this checklist to review your online presence and make sure that your dead leads don't put your potential clients off.