As a service-based entrepreneur, a lot of your time goes to your clients. Whether that be finding new clients, securing them, or doing the actual work for them, you probably put at least 75% of your business energy into your clients.

That said, I’m guessing you know just how important client experience is – and I’m not just talking about finding and securing said clients. That’s important but I’d argue the experience you provide once you have the clients is even more important. You can’t fall off once they’re secured – you have to show them an amazing experience the. entire. time.

Why? Well, because they are paying you. They trusted you and your expertise and out of probably a bunch of other candidates, they choose you. And they can’t give you referrals if they aren’t happy with their experience.

So that’s what we’re talking about today – exactly how to provide an amazing client experience for every single client from start to finish. The good news? Once you have a process in place, it’s an easy thing to do! Here we go –

1 Honesty is ALWAYS the best policy

You know that saying “fake it til you make it?” Forget it. Or at least store it in a part of your brain that doesn’t have any association with your clients. This is NOT the time to exaggerate on what you can deliver and when. Be honest about exactly what you can do and in what time frame. Lie and you’re only going to hurt yourself in the end.

It’s super important to be upfront and honest with your client from the very beginning. Do they want you to build a website in a platform you’ve never used before and have heard isn’t easy to learn? Well, unless they’re willing to give you the time to learn the system, I wouldn’t take on that job.

What if you realize the platform just isn’t for you? Or what if you spend way too much time learning and can’t get their project done in time? It’s not worth the risk when someone is trusting you and paying you!

Not only is your time at stake here, but so is your client’s money. Be honest from the start. Every time.

2 Set expectations early on

I can guarantee you’ve heard this one before, but it’s SO important that I’m including it too. Always, always set expectations early on in every project. It’s crucial to kick off a project on the same terms so there isn’t confusion on either end down the road.

Here’s a few ways you can set expectations early on:

• Provide a deadline that’s realistic for you
• Let your client know EXACTLY what you need from them during the project timeline and when you need them to be available and on what platform
• Provide a timeline with milestones you feel confident you can stick to
• List deliverables so there are no surprises

It’s a good idea to set expectations around what you will provide for your client but also around what you need from them. Most projects are a two-way street. If you don’t have what you need, you can’t get the work done.

3 Provide client materials for each stage of a project

There’s no better way to put a client at ease then to provide them with professional materials throughout the project. Do this one thing and all the other tips shared today will be that much easier.

What client materials am I talking about? It may differ depending on your industry, but here’s a look at what I use for each and every project I take on. Note: Click the below links to purchase each individual product.

1. Services and Pricing Guide – This is what I use BEFORE I sign a client on. It’s for someone interested in working for me and looking for more information, such as: packages and pricing, my process, a general timeline (without specific dates), policies, and much more. You can email this to potential clients or have it available for anyone to download on your website. The great thing about a services and pricing guide? It’s general information and not client-specific so updates only need to occur when you make changes to your offerings. You can purchase the template below right here.

2. Client Welcome Packet – This is for when I first sign on a new client. As soon as it’s official that we’re working together in some capacity, I send this to them immediately. It includes everything they need to know about working together and is specific to their project. Things like a timeline, due dates, deliverables, and what I need from them. You can include a contract in this packet OR send that prior. You can purchase the template below right here.

3. Client Exit Packet – Does it sound silly to send something as the project is coming to a close? Maybe but it’s crucial. This packet will sum things up, provide deliverable links and next steps. Most important, this is where you’ll offer additional services, showcase your referral program, and ask for testimonials. You can purchase the below template right here.

Wanna save some cash? Of course you do, who doesn’t! You can purchase the above 3 templates for a discounted price right here.

4 Communicate the entire time

They’ve seen the Services and Pricing Guide. You’ve delivered the Client Welcome Packet. It’s time to start the actual work for the project. But guess what? Your client still wants to hear from you. They might have seen the timeline and know what to expect, but you’ll be providing a GREAT client experience if you stay in touch throughout each stage of the project.

It’s a good idea to not let a week go by without some form of communication. A sneak peak. A quick update email. Just something. I like to check in with clients on Monday (here’s what’s happening this week) and then again on Friday (here’s what actually happened this week) before I close ship for the weekend.

Checking in keeps your clients at ease and also responsible for whatever you need from them during the project. A small update goes a long way.

5 | Keep things on schedule

You’ve provided a timeline for a reason. Keep to it! Think it’s not a big deal to send deliverables on Wednesday when they were promised on Tuesday? Guess what, it is! Your client is excited and ready – probably checking their email throughout the day hoping to see the one from you. Imagine how disappointed they’ll be if come the end of the day, they haven’t heard anything.

I understand that life happens and sometimes things need to be pushed back. But this is where tip 4 comes back into play – communicate! If you know there’s going to be a delay, let your client know as soon as possible, as well as a new planned date for deliverables.

There you have it! These 5 tips will help you provide an excellent client experience each and every time. Questions? Thoughts? Ideas? Comment below!

And remember, all materials mentioned in this post can be purchased here.