Why the Perfect Client Experience Matters

We are excited for what we have in store for next week's Operations Academy! All the way from Australia we will have special guest Tim Brewer, who will be talking about everything from Making Projects Profitable, to Scalability, to the Disciplines of Great Operational Leaders. It is going to be two days of action packed operations! And with our COO, Shane Swanson also talking the reigns, you know there will be amazing sessions on Process, Dashboard Reporting, and finally the Perfect Client Experience. Let's talk about that last one a bit more, The Perfect Client Experience. This is something that often gets overlooked, but is a huge part of overall client satisfaction and onboarding. So why does the Perfect Client Experience matter? Well, think about how much time and effort your marketing team took to promote and get in front of the prospect. Then your sales team took the time and effort to take them all the way through the sales funnel and finally, they were able to close them! Your engineer was onsite during the Discovery and designed a custom system just for the client's needs. Now it's time for the hand-off to the Technical and Project teams who will implement the solution the engineer designed. Well, clearly there are a lot of hands in the cookie jar and there have been quite a few hand-offs. Marketing to Sales, then Sales to Sales Engineer, then Sales Engineer to Project Team, then back to sales (account management and TBRs). Now take a step back and imagine the client that just signed an agreement for 3 years - at 3 grand a month, then they don't hear from the sales person for some time because a bunch of technicians are in the building getting everything all set up. The sales person oversold the deal and now the project team has to backtrack and see what they can do to actually create the network within the budget. Because of this, the project is delayed. The sales person has already moved onto the next deal and forgot about the client, doesn't care about the issues because he's already handed off the project and collected his commissions so he's not bothered by it. All the work that was put in by so many departments is now leaving a bad taste in the client's mouth. Guess what, problems and issues still exist, even after the project is finished (late mind you). Eventually they cancel because they are unhappy with the experience. They key to all this is the experience. You need to manage what this looks like. This just isn't another managed services deal, this is a whole technology experience for the client. You're bringing them up to speed with the latest and greatest technology. So imagine if you managed the expectation properly and there was constant communication between all departments? That way the techs who went onsite to develop everything would actually know what was going on and that the project could actually be done! No overselling and under delivering here! The Perfect Client Experience is all about that, giving you the tools and steps to manage the experience, and ensure the client had the warm and fuzzy feelings the entire time! We actually have a 5 step process that walks you through what the expectations are for the client and what your responsibilities are. This ensures not only client happiness, but provides a proper onboarding process and helps to ensure the client will continue to love your services and be a client for life. Click here to download the Perfect Client Experience White Paper, or here to register for the Operations Academy to see the session live!