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Just like in parenting, the same goes for client management – you get on top of one thing, and another needs your attention.

 

For a long time, I didn’t really have enough clients that warranted a “system” – and then I started to grow and grow, and all of a sudden, I’d get an email from someone wondering when their next appointment was going to be, and could they have a link to book it!

 

Not a good look – especially from someone who says they’re organised!

 

Gradually and organically, I now have a client management system that I’m really happy with – and it’s working so well I get client’s re-booking!

 

I’ve been sharing a fact lately that your clients are 80% more likely to re-book with you once they have worked with you.

 

If you consider all of the effort that goes into launching a new program – list building, webinars, FB ads, consistent social media content & engagement, content….. – compared to asking a client if they’d like to continue working, or would like support through the next step in their journey – the difference in time and energy is incredible, so investing in my current clients is crucial to me and my sustainability.

 

I was so embarrassed that an Organisation Coach was so dis-organised  – especially with the people that had chosen to pay me money, that I’ve made a big effort to step up in these systems this year, and I’m loving the results.
I’ve had my biggest months ever, because of repeat clients, and being able to develop stronger relationships that support clients, build their trust and get to know them and their business so that I can expand what I do and support them at the same time.

 

3 Ways to Improve your Client Management

I want to break down my client management system down in the 3 main areas that I’ve worked on, so that you can see where you might be able to work on your own processes.

 

1. Client Onboarding

This is the intake process, and for me, the two key ingredients here are good communication and simplicity.
I had put off writing a Welcome Package for AGES, and once I had sat down and completed it, had wondered why I didn’t do it sooner.
It goes a long way towards putting my clients at ease, showing them the next step and helping us establish a strong and open relationship.

I want them to know when and how they can ask questions, but also what to expect, and when I will respond. Setting boundaries so that I’m not available 24/7, being clear about the scope, and sharing some relevant information to help them ease into it have really worked a treat to reduce confusion and help us start well.

The simplicity element is where the tech integrations and automations come in. Using programs that do more than one thing, or can talk to each other, like zapier.com is super helpful, but many online programs expect multiple integrations and are set up for it. They usually have clear prompts to help set up.

Booking appointments, finalising payments, invoicing, providing confirmations, sending out questionnaires, getting contracts signed are key components of this process.

The awesome thing about this system is that once it is set up, it’s done. This is where streamlining business and saving time (i.e. going backwards and forwards in emails) really comes into it’s own!

2. Client Management – Systemising the Package and Operations

Managing my clients is about consistency.

I want all of my clients to receive the same level of service and attention.

I’ve set up a system in Asana (hello – of course!) that helps me manage what every client is up to, which is essential when there are 3 or 6, or even 12 sessions to be tracked.

I’ve definitely had clients in the past ask when their sessions were ending, and I had to admit that I didn’t know. Again – very embarrassing!
Now I contact them every week and touch base.

Every time I set up a session, I track it in Asana, so that I know where we are up to, how many are left, and when I need to ask for a testimonial.

I also circle the Session number on my client notes, so that it’s really clear when I’m flicking through my note book what we are up to.

3. Client Management – Systemising the Session

I used to go by feel in my sessions. I’d just be lead by the conversation. This probably stems from the fact that I’m a Life Coach as well as an Organisation and Systems Coach!

Now that I focus on getting organised, managing time, providing guidance with systems and tools, I need to really stay on track, and deliver what I say I’m going to.

Side Note:
This is also really important to me for longer term passive product development.

Once I’ve provided training and support following a certain system to many clients, I can then be more confident that the information can be recorded and turned in to a self study program – at a cheaper price point.

The 1:1 coaching for these specific coaching package provide opportunity to trial what works, what questions are asked, and if it’s helpful.

Setting up templates for individual packages and sessions allows me to be consistent with the structure of the session.

It totally saves brain space too, because I’m not thinking on my feet. I have all of the relevant prompts, and I don’t have to remember what’s next. I think this really allows me to listen better and be more present with my clients.

Your Next Step

If you want some support to help fast track this process, or help you transition to Dubsado, then can book a  free systems audit with me so we can determine where to start, and what you need to get up and running with your workflows and systems.
systems audit, small business coaching
 
 
aerlie small business coach
 
 
Aerlie Wildy is a business designer. business coach and mother based in the Adelaide Hills. I specialise in designing and systemising business for growth. You can connect with me on Facebook, join my Chief Executive Entrepreneurs Facebook Group, check out my Youtube Channel or Pin with me on Pinterest.