Last week I spent the entire week updating my own system and processes. It was a really interesting exercise, because I used the exact process and journey that I take my own clients through. It was a really refreshing thing to do, because although I often tell my clients that designing good systems starts by taking a step back, I had never allowed myself the time to do this and so my own process had started to feel very clunky and disjointed.

Actually that’s not the honest truth – it was a hot mess (and I am kind of embarrassed to admit that), but things have been so busy and I hadn’t prioritised the time it would take to actually sit down and get it right. 

I had pieced together my process as I went along, knowing that at some stage, (once I had more experience working 1:1 with my clients) that I would then have all the info I needed to create a really seamless, magical experience with my own unique brand of magic weaved throughout my entire client journey. And I am really pleased with the outcome – and so I thought I would share this process with you.

I don’t know about you, but I love seeing the behind the scenes of other people’s businesses? So I thought it might be fun to take you behind the scenes a little?

One thing I do want to mention is that as much as I want to provide my clients with the most amazing experience, I also know that I am a person who has really low energy and I tend to get overwhelmed when things get too busy or chaotic, so everything I designed was to support my clients, but most importantly for myself. I wanted to keep my energy for working 1:1 with my clients, and make the admin side of my process as simple (and automated as possible).

Here is how I designed my process to provide an amazing Client service without feeling overwhelmed and exhausted…

I mapped out my entire Workflow

This was the step I was missing out on by creating systems and processes as I went along. I didn’t look at the bigger picture to ensure that things flowed properly and that I was using my workflow as an opportunity to nurture and support my clients. Once I had mapped out my workflow, I could find ways to simplify and look for opportunities and gaps that I was missing before going through this process. I used my client lifecycle to create different workflow phases which follow on from one another. Once that was outlined, I could make use of Dubsado’s automations to make sure things were happening in the background (even if I wasn’t at my desk)

Simplified how I welcome new clients

This was something that I knew I needed to work on because I felt like my welcoming ritual (or onboarding) was a bit overwhelming. I slowed things down and spread them out so that client’s weren’t getting an information overload. I also updated my client proposals with my new branding ( I love how it turned out), and now my clients can confirm, sign and pay all in one easy step. I was able to automate a lot of things in this phase which will really help free up my time when welcoming new clients!

Rebranded and simplified my helpful guides

I have A LOT of Guides, so this took quite some time! I love these guides because they help me share information and knowledge with my clients in a way that is easier to read and understand. I found ways to simplify things so that they don’t feel overwhelming and made sure I gently communicated my process and boundaries. These also allow me to nurture the relationship with my clients, and guide them every step of the way! Eventually I want to create loom videos and talk through these to support my clients who prefer to listen rather than read.

Simplified my scheduling

I designed my ‘call days’ around the times and way I like to work. I am only available for calls on two days of the week, this leaves me with three full days to focus on client work and other aspects of my business / life without feeling the need to always be ‘available’. I was also able to switch back to using Dubsado for my scheduling (I was using Calendly because of the way my system was previously set up), this allowed me to have one less app and create a very streamlined and cohesive scheduling system.

Made use of video content to make things feel super personal

I LOVE using video to provide a more personal experience! I have always loved to use Loom videos because I find it so much easier than typing long and confusing emails. But I took things another step further and added some pre-recorded videos to my questionnaires and emails to make things feel even more personal. The best thing is I only have to do this once, and now my process will feel so much more special! I also created my own GIFs to use in some of my email templates, which really helps show my brand values and brand tone of voice

Included reminders & task boards (allowing me to keep projects on track)

This is a hidden little secret in Dubsado that I wish I had made use of sooner. I have set up a task board for my different offers, which I can add to a client project. This helps me stay on top of all of my work & tasks. The best part is I can now use these tasks to time-block my calendar and make sure I have enough time to realistically complete projects on time! I also love making use of Dubsado’s ‘To-Do’ reminders – for example to remind me to send a client gift or remind me to take some time to celebrate when I book a new client! I also like to use them to send myself notes of encouragement (is that weird? I really find it helpful haha)

Updated my client portals

This is another feature of Dubsado that I LOVE! I updated all of my portal banners so that they look ‘on brand’. It’s also a way for my clients to be able to easily access all of their information. They can see their appointments, contracts, invoices, forms and Questionnaires which is so helpful (and just feels special)!

Updated all of my email templates

This took ages – but I know it’s going to be so worth it. I updated all my emails with a softer, gentler tone of voice to suit my brand’s updated tone. I also made sure I was really clear on the energy and intention that I wanted to create for every email. I made things feel more personal, added in emoji’s, videos and branded GIFs. I also updated my auto-reply!

Created Tutorials (for things my clients frequently struggle with)

I love suggesting this to my clients, and so I decided to create some of my own tutorials. These are quick videos or presentations to help my clients in areas I know that they tend to get stuck in. For example, this is a tutorial I made to help clients write their own canned emails. This helps my clients and simplifies things for me, as I don’t have to give out the same info / tips over and over again.

Created ways to support my clients after our work was done (and offered ways we could work together again).

I spent a bit more time working on my goodbye and nurture workflows, making sure I was supporting my clients as I wrap up their projects as well as letting them know ways we can work together in the future. I also created a feedback form so I can get more specific testimonials and find ways to improve my service. I made it simple for clients to leave a Google Review and filmed a video explaining why these things are so helpful and how grateful I would be for my client’s help. I also created more opportunities to check in with my clients 3,6 and 12 months after I was finished working with them so that they can really feel supported long after our time working together is complete. This will also help me to see if there are ways we can work together in the future.

I hope you have found it helpful to see into my own process, and for you to feel inspired to create something similar for yourself.

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