By Mai Tran
Hello there, CEO! You’ve got all the tools but now your floundering, flip flopping between which one to use and now you’re thinking about switching to another software. You’ve signed up for multiple platforms to help you organize your business but you just haven’t started setting them up or using them to their full potential. I’m giving away all my secrets to guide you through this journey.. Let’s do this!
1. Write out your client experience process.
DO NOT skip this step. This is the bread and butter to setting up your systems to thrive. From beginning to end of your customer’s journey, you want to write out every touch point that happens during their time with you. Every email that gets sent, every file that is delivered, every appointment made.
Here are some key touchpoints to map out:
• Lead Capture – Where is it? On your website? IG? Sales Page?
• Discovery Call – Do they schedule an appointment? If so where?
• Proposal, Contract, and Invoices
• Onboarding – Kick off calls, welcome emails, welcome packets
• Working with you – What does it look like during their time with you? Do they have to schedule appointments? Do they have to fill out questionnaires?
• Offboarding – Archiving files, feedback forms, reviews, closing emails
2. Choose Your Platforms or Tools
KEEP IT SIMPLE!! Look for software that can do multiple things such as forms, scheduling, emails.
The Three main tools to have in your arsenal.
1.Client Management Tool – For things like forms, contracts, proposals, invoicing, and emailing. Ex. Honeybook, Bonsai, Dubsado (which is my faaave)
2. Project Management Tool – Keep your tasks and processes in one place. This will help you get organized, keep track of your clients process, and communicate with your team. Ex. Asana, Trello, ClickUp (ClickUp is my go to!)
3. Scheduling Tool to sync with your Calendar – Sync your scheduling tool to your calendar with emails reminding your client of their next appointment…so you don’t have to 😉 Ex. Calendly, Acuity, Dubsado Scheduling
3. Set up your Client Management Tool
Once this is set up, you will no longer be recreating the wheel. The less you have to think, the more time you are going to save.
Refer back to your Client experience process. Create templates for emails being sent out during the onboarding process, welcome packets, and forms. Then you can just plug and chug everytime you onboard a new customer.
You can create templates for:
• Welcome Packets
• Scheduling Call Emails and links
4. Set up your Project Management Management Tool
Again, create templates for everything! Create departments for your PM tool that align with your business. Try to keep it simple until you start getting the hang of your new platform. Here are some options for departments:
• Team Management
• Client 1:1 Programs/Services
• Program/Product Launch
• Calendar – Map out goals and see what’s coming up next
• SOPs – Standard Operating Procedure – Basically A How To Manual
5. Expand your Project Management Tool Sections
Expand your PM tool departments into smaller sections now that you have started on your base. Here are a few ideas to get started:
• Team Management – Who is a part of your team? What tasks do they have?
• SOPs – Everything has a process. If you want things a particular way, you need a way to explain it to your team or freelancers. Write it down or create a video (use Loom or Zoom) You can also section this out into departments of your business.
• Marketing – Content Marketing, Paid Marketing, Content Calendar, Email funnels; Whatever you feel will be useful in your business. If you want to create smaller sections like IG, Pinterest, FB, have at it!
• Calendar – Map out your goals for the year, quarter, and month. You can always refer back to this section to get you and your team revved up for the month! Goals baby!
6. Turn your Client Process into a task list
Take a look at your client process. You can break those down into tasks and steps. Now add this into your PM tool so you can click on that oh so satisfying “Check Mark” as your client goes through the process. This can go into your Client Program/Service department area as a template. It also helps with making sure you didn’t skip any steps and making sure your client has everything they need to work with you. Cover your a**!
Now you can use this template by making a copy or saving as a template (depending on your PM tool) and reuse it every time you onboard a new client.
7. Refine Refine Refine!
Refine refine refine! No system is perfect. You are going to want to change things, and let me tell you that it’s OKAY!!! Changing your system and pivoting makes it better and more efficient. Streamline your biz, automate where you can, and make this process yours. This is what makes your business uniquely yours because everyone’s process is different. You got this! Now get to building!
Building your systems takes time. It doesn’t have to be perfect but you just have to start. Still thinking you don’t have time for this?! We can help!
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