Laura Fellows hosted this session about Mapping out Client Experiences for Service Based Businesses.

This session took place on Wednesday 30th April 2020.

Take a look for yourself in the video below.

Underneath the video you will also find a PDF Transcript.

Transcript of Video

Excellent. So here we are, how to create a referral worthy client experience, because your clients obviously the most important thing to you, you want to make them happy. And this doesn’t just include the part of the bit they hire you for. This includes the whole process of working with your client from the second they sign that contact form on your website all the way through to the very end of the project and possibly further as well. So this is what we’re going to go over today.


Oh my, my slides aren’t moving. There we go. So hello, I’m Laura. If you don’t know me already, Laura Fellows and I am a virtual assistant, a Dubsado Pro, systems specialist. I help service based businesses create a referal worthy client experience, which saves them five plus hours each week without being chained to their inbox. And what everybody comes to me for is more time, more time in their day. They want to get rid of all of the admin that they, is piled high with them all.

But as I said, my speciality is Dubsado. Dubsado Is a CRM, a customer relationship management tool and I set this up for my clients because it is, as much as it is an amazing bit of software it is also an absolute beast to set up.

But Dubsado basically, I’m just going to cover this really quickly because it’s not what we’re here to talk about today, but Dubsado basically covers everything I’m going to talk to you about today. And the amazing thing about it is the automated workflows. So within Dubsado you can do all of the things I’m going to go through and you can do it automated, which means you don’t have to do any of it, which is great.


So in this workshop today we are going to cover what the different parts of the client process are and sidenote, I’m probably going to call this the client process, the client experience or workflow. So if I mention those words, they all mean the same thing. And we’re going to cover the three PDF guides you need in your client process, the major components of each stage of the kind process and then the exciting bit or the scary bit, how to actually map out your client process.

So whenever I say to my clients, we’re going to map out workflows, I get this look of dread. They have absolutely no idea what I’m talking about or even how to do it. So we’re going to go over this in the last part and I’m going to do it in four easy steps. It’s nice and easy for you.

So what are the different parts of the client process? We have the lead and this is when somebody contacts you, whether it’s through a contact form on your website, whether it is a Facebook messenger message or a DM on Instagram, wherever this starts. And it leads all the way up to the point where you send them a quote or a proposal. And then the next part we have is the onboarding stage. And this is after somebody has completed your proposal, signed the contract, paid the deposit, and this goes all the way up until you actually start the project.

The next phase is the delivery and this is obviously where you do the thing that you were hired to do. And the last phase we have is off-boarding. Now offboarding is the one part of the client process that I see people ignore the most. However, this is the last part that they are going to remember of working with you.

So if you don’t have an off-boarding phase, you need to have one. This is the last thing they’re going to remember. So you need to make this as amazing as the onboarding and the lead phase. So we’re going to go over this later on. But those are the four phases of the client process.

So before we get into the components of each of those phases, I want to talk about the three magic PDFs because I’m going to mention those in those next phases. But these three magic PDFs are what I

like to be included in my client process to elevate it really to up level it. So the first one I’m going to talk about is intro pack. So these are the three. We’ve got an intro pack, a welcome pack, and a goodbye pack.

So the intro pack, this has many names. It can sometimes be called a pricing and services guide, but the welcome pack and then the goodbye pack. Now the goodbye pack is my favorite because not many people actually use these.

So Nicola says, Love this already. Off boarding is something we never talk about. How you manage the end of the flight process of boarding is like, it’s immense, but nobody ever includes it. So yeah, I’m going to talk about that one later on.

So first of all, let’s talk about the intro pack. It has many different names, as I said, pricing or services guide. But this is something that I like to send immediately after somebody has contacted me. So whether it’s like an autoresponder linked to your contact form on your website, I send this to them the moment that they have filled in that form. And it is basically a condensed version of your website because it’s amazing how many people actually don’t read every single page on your website. Obviously they’re not going to.

So within this intro pack, I have a little introduction to myself. What it is that I do and why that why I do it, the introduction to my services, because they may have only come about you because of one service. They may only know you by one service and you might offer multiple services. So this is a really good introductory point to let them know and plant that seed that you do offer other services. It’s also a great way to set those initial boundaries. Setting boundaries. This is something I learned the hard way.

So just have one simple page that is your office hours, how they are to contact you and when to expect a response. Really important. So set those initial boundaries with them. And then lastly, set expectations of what is going to happen next. I think the key thing to an amazing client experience is making sure your client knows every point. What is going to happen next? Sam says, Never thought of things like this before. Super useful.

So these types of things are going to make you stand out from your competition. I don’t like the word competition, but competition. Yeah. So setting expectations of what’s, what is going to happen next. All this needs to be, it doesn’t need to be the whole process, but simply your onboarding process. what is going to happen next? Are you going to send them a link to schedule a call? What happens after the call? Are going to send them a proposal or an invoice? Really basic. Make it nice and visual, some sort of timeline. But keep it simple.

So this intro pack, keep it as condensed as possible, not a massive 20 page thing. Nice and short. So next one, we’re going to go over the welcome pack. And this is obviously once they have booked with you, you’re going to send them this through.

And this is going to reinforce those boundaries. So back in intro pack where you have your boundaries, you’re going to just copy that same page and add it into this welcome pack because you need to reinforce those boundaries.

You need to make sure that they understand your personal boundaries when it comes to work. Then you need to set the expectations of what happens next, as before. You’re going to have those expectations of the onboarding process. Now you need to tell them what is going to happen next during the length of the project. So whether you literally do this in a timeline or yeah, make this one as before, nice and simple and nice and visual, but let them know what is happening at each point and then what is expected of you and what is expected of them. So whether you include this within the timeline somehow, but let them know when you will be doing your thing and when you expect them to be doing their part of the whole process as well.

So maybe you need them to do homework. Maybe there are certain points along the way where you need them to give you feedback. So yes. So if you are setting them homework, the most important part of this is to set them deadlines. Make sure you giving them precise deadlines to complete this homework.

So yes, welcome pack, nice and simple. And then the last one we have is the goodbye pack. And this is my favorite one cause I was like, what is a goodbye pack? What is that? So I like to send a goodbye pack the moment a project is finished because this sets a definitive point to let your client know the project is officially over.

Hugh is saying if I am giving a perspective customer quotes that would presumably be between them getting the intro pack and the welcome pack?

Yes. Yes, exactly. So intro pack goes out straight away. The moment they contact you and welcome pack is once they have, they have completed your quote, they have paid the deposit, they’ve signed the contract, then they get that welcome pack afterwards to say welcome to the team, but welcoming them into working with you. So yes.

So goodbye pack. We have yes, a definitive point that project is officially over because we all have those projects that seem to creep over the timeline. And you’re never too sure what’s going on. So giving this goodbye pack lets your clients officially know that the project is over and anything past that point you can either charge them an hourly rate or whether you offer them email support after that or something. But it just gives a nice definitive point.

Within this, I like to include bullet points of the deliverables of the project, what you have achieved for them. I have an a troubleshooting page. What happens if they get stuck after the end of the project? Do you have blog posts you could show them that would help them out or YouTube videos or are there any other online articles you can send them to or within this troubleshooting you could also add a link to booking a further call with you if you want to offer like a power hour, something like that.

Nicola, project creep is a major problem. We need to make sure we have set expectations. Absolutely love how precise you are. Yeah.

And if you have set your expectations within the welcome pack, if you’ve let them know exactly what the whole process is and when that process ends, you shouldn’t have so much problem with project creep.

We have some of the clients I want to work with and want to enter into longterm relationships with multiple orders and invoice. Would you recommend to still issue a goodbye pack after each mini project?

You could still if you wanted to because I feel like with goodbye packs it’s also a good way to get feedback as well. And it’s really good. You don’t have to wait to ask for feedback once you’ve finished working with the client fully. So I think after every project it still would be nice to have. This project is finished and I know we’re working on a new one, but would you be able to give me some feedback so you can include that within your goodbye pack?

So it’s process isn’t it Laura? It’s just, what you’re talking about is us owning our process here, right? So it’s, it is about us being brave enough to set the expectations properly in the first place. It is about us being brave enough to re revisit the stuff that we’ve sent our clients. That these were the terms and conditions, isn’t it? These are the terms. This is how it is. This is what we’re doing. This is the end of the project. And if it comes to the end and they want to add another three days on, then you are invoicing them for that time. And it is. Yeah. But, Hugh was saying there don’t call, if you’ve got multiple projects with one client, obviously you’re not going to call it a goodbye pack, but it is the end of the project. It’s just the close of a project with some review of that. So I’d probably call it, you know, the project review at the end, you know, kind of have a feedback, what’s on budget. And so you’d have a tweaked version of this if you’ve got an ongoing relationship Hugh, but I absolutely love this.

And the other thing is, is, is obviously, you know, just cause you finished this one project doesn’t mean to say that they’re not going to come back like the year after for something else. So by being this precise and this professional and asking them for that feedback in that way. Yeah, absolutely. Bang on Laura because this is how they’re gonna remember us. If this is the last touch point in your customer journey, how can you keep them engaged in the stuff you do?

But it’s, it’s gotta be good at the end so they might want to come back. And as Sam’s saying there, sorry, I’ll jump in and help you with the comments, but Sam is saying there, I guess I do elements of this already via email, but I think we all do elements of this so you know, we’re never going to finish a project and go right see you later that’s it. You know, you just, or maybe we do maybe, but there’s so much more you can do at the end of a project to extend that relationship or to give them an even better customer experience at the end. As good as when you were all excited when you won the business in the first place. I love this, Laura. I really do. That’s amazing. Right. I’ll mute myself again. I will. I will. I don’t know where Suzanne has gone actually, she’s just probably wandering around chasing kids so I will help.

I’m here, I was just going to leave questions to the end.

No, well, no Laura’s obviously picking them up as she goes along. Do you just want to pick them up as you’re going Laura?

Yeah, I don’t mind if that’s all right.

No bother, no bother, we’ll jump in with them.

So let’s get Hugh’s one there, Even with a one-off project, I expect to be working with the client for years hopefully as I will be hosting services for them. Yeah, maybe. So you could just include a, like a check-in.

Yeah. instead of having a goodbye pack or end of project, just to have some sort of check in with them.

Which is another, like as I said, you don’t need to wait till the very end of a project to ask for feedback. You could do that throughout the project if you really wanted to. If it’s going on for years.

But then if your project pack, Laura has, has that time, that time span in there. So, so your project’s lasted for 12 months. Would you build in every, you’re probably going to be talking to your client very, very regularly, but you could build in a formal review point at either key points in a project or just every quarter for example. Or you know, you’re going to get feedback if it’s going wrong cause we’ll get feedback very quickly if it’s going wrong. But what we want is feedback at key points when it’s going right as well.

Yeah, exactly. Exactly. Just add those in. Yeah. Put that on your timeline when it comes to your welcome pack at the end that you’re going to be doing that. So Sam says would a retainer benefit Hugh?

Yes, I want to draft one of these that leaves the door open for my other services. That is exactly what this goodbye pack is going to do. So in this goodbye pack, you’re also going to go over, next point there is go over your full services again. So this is where you can potentially up sell. A really good way to up sell. So add in your services, how else you can help them, whether you’ve got maintenance packages or whether it’s a completely different service that might link to the one that you’ve been hired for initially. So this, yeah, officially it doesn’t have to be goodbye, it could just be I may see you again. Perhaps!

But yeah. Excellent. So we’ve gone over the troubleshooting, full services. Then we’re going to add in a tiny bit of GDPR. Don’t make this your whole data privacy policy, but just add in a few bullet points of what you’re going to do now that the project has finished with their data. So for example, I get a lot of people’s passwords via LastPass when I work with them or I get access to their Dubsado account. So what I’d like to do within this section is just let them know that I have deleted their passwords from LastPass or I’ve removed myself from their account and I let them know exactly when I have done it or when I’m going to do it. And then just a few of other little points, just keep this really simple, but just give them some kind of reassurance that you’re not going to hang on to passwords for another three years.

Keep this one, keep this one nice and simple. And then I also like to include in this goodbye pack, my referral program. This is just kind of like an added layer. I like to think of upleveling your client experience as being a great way to bring in new clients. Obviously when you treat your clients amazingly, they want to talk about you to people and that’s going to bring in new leads. But I like to have that extra layer and I have an official referral program. So if you do have one of these, you can also add this into a goodbye pack and invite that person to join your referral program. And then lastly, we have the feedback form. If you don’t ask for feedback, you need to. Like, this is capital letters, bold, underlined, exclamation marks, ask for feedback. You need to be doing this.

And whether that’s just feedback for yourself or whether that is something you can ask them if they, if you can turn it into testimonials. You need to ask for feedback. And I like to do this relatively soon after the project has finished, so within, within that week, so it’s still really fresh in their mind. So don’t wait for a month to ask them for feedback. Do it quickly after the project has finished. So that is the goodbye pack. And this is my favorite one because it’s the one thing that no one else really thinks about.

How do you send these packs out? Emails or separate documents? Yeah, I just create a PDF and I insert into an email. Nice and simple. Now that our project has finished, please take a look at my goodbye pack. And then if you have a referral program, just a quick bit about would you like to know some more about my referral program? Would you like to join my referral program? But yeah, nothing too massive. It just, it takes all of the information out of an email. So if you normally send all of this sort of information in an email, I just find taking out, putting it into a beautifully designed PDF guide. It just makes you look next level.

So now we are going to, a comment it standardises that? Yeah. Standardises it. Yeah. And it gives you a chance to show, show all of your branding. It brands everything for you. And I just like creating fancy PDFs. So if in doubt, create a fancy PDF.

So now we’re going to go into the major components of each stage of the client process. So the first one we’re going to go over is the lead. And as I’ve mentioned, this is somewhere I like to send that intro pack that pricing and services guide. It is somewhere I like to set boundaries. So we went over how they should contact you, when they should expect a reply from you and what your office hours are. And you also need to set those expectations of what is going to happen next in that lead on boarding process.

And then my next point is to don’t ask questions you don’t need to know. So this is a mistake I made when I first started. I had a client questionnaire that was ridiculously long, asked 1,000,001 questions. Did I need to know that information at that point? No, definitely I didn’t. A lot of it was just being nosy to be honest. So I always suggest if you can do not include that client questionnaire before they have booked. If you need to ask questions, you can do that on your discovery call. So you could have some form of questionnaire that you can refer to, but try to keep those massive questionnaires out of that lead stage. You’re obviously going to have your contact form on your website. Ask the questions that you need to know on that contact form and try to keep everything else until it actually books with you.

And next is to make it simple. So this one’s pretty obvious. You need to make this lead process as simple as possible and whether that includes using things like scheduling tools to make booking an appointment with you easier. Because we have all had those times when we have tried to organize an appointment with someone and you end up with 50 emails of can you do Wednesday at nine? No, I can’t. Can you do Friday at 10? No, I can’t. And it goes on and on and on. So using these scheduling software tools really, really helps, whether that’s something like Calendly or Acuity. They have free options for these. So I really recommend you sign up to use one of these if you have discovery calls. It makes life super duper simple.

So yes, it makes this whole process simple for your client. The easier it’s going to be for them to book this call with you, get on the call and sign the proposal, the quote, it’s going to make it a lot easier for you to actually sign that client.

Laura, I’m just going to bounce in. You do do this for your clients. So if we all need to do to do this for us, you could help us set this stuff up, couldn’t you?

Yeah. As I said, I use Dubsado and that’s my magic tool. But yeah, setting up things like Calendly and

Acuity. Yeah. Nice and easy. They’re easy bits of software. I mean I’ve used, before I started using Dubsado, I uses Calendly and I find it a lot easier to use than Acuity. But I know that if you’re with Squarespace, I think you get Acuity with it.

Perhaps you could run a training session on the software that you use after this introduction. Shall we just like get that in now?

Oh that’s a big one.

Well you’re not giving away the secrets behind the scenes and I’m sure a lot of us want to pay you to do it cause even if you showed me it, I would still rather pay you to do it too.

Dubsado It’s like, it is amazing isn’t it? It’s still, it’s only like three or four years old, so it’s still pretty new. But I just bloody love it.

I mean there’s loads of us, haven’t heard of it. I’ve never heard of it til now me. It’s so like, like absolutely love on this training and my heads bouncing with all the things I want to introduce for Mint. So but yeah, I’ll leave you alone now. Bye.

We have, I just send a link to my Google calendar that is on my website so they can see when I’m available. Yeah, that’s the way to do it. That’s definitely possible. I just tend to prefer these kinds of Calendly things. You can set up a bit of automation within them. So you can send confirmations and it makes it easy for them to cancel. But yeah, exactly. Whatever works for you. So yes. Yeah, make it nice and simple. Use scheduling software. Yep. So that’s the lead stage.

Next we have the onboarding stage. So as I mentioned, we’ve got the welcome pack, which includes that timeline of the project. This is a way you can include this client questionnaire if you need to. So now is the point you need to start thinking about what information you need to gather from your clients so that you can actually do the jobs that you have been hired for.

Sam says she had never heard of Dubsado before I mentioned it last week. Yeah, it isn’t very well known in the UK. It’s obviously an American company, but yeah, I talk about it constantly. So I think anyone who follows me knows it cause it comes out of my mouth so often. But yeah, not very well known over here. So yeah.

Client questionnaire, this is where you can ask those initial sort of questions, but keep this as short as possible. Don’t bombard them with too much and whether that means splitting it up into separate kind of questionnaires. But yeah, the main thing that I see when I work with clients during the onboarding and delivery stage is them not using questionnaires when they really could be. So the key to this is to think about all of those conversations you have in your inbox.

Which of those are you repeatedly asking your clients? The same sort of questions. Is there anything during this kind of onboarding delivery phase and the boarding and delivery phase? Can you turn it into a questionnaire? So the great things I like to include here are, for example, if you are a web designer, you might have a like a web proof, a web design proof that you send to them for them to sign off on.

You could send questionnaires that are, if you’re in the wedding industry, what’s your wedding day timeline? Get really creative on this one and really think about the sort of information you need, the sort of questions that you regularly ask, what can you turn it into? Some form of questionnaire.

And the last bit is to set the homework. So as I mentioned before, whether you put this in your welcome pack or whether you have it as a separate one, you need to set those defined actions exactly what you need them to do and when you need them to do it by. And if this homework section is massive and you don’t want to include it in your welcome pack, go ahead and just create a separate document for this. But make sure you’re letting them know exactly and make this homework like make it as easy as possible for them. So if that means creating templates, if you want to create a template, put it in a Google drive folder within your homework guide, within your homework pack, whatever this is, you could put links to those. So just make everything as simple as possible for your client to complete because it is impossible to get clients to do homework.

Nobody wants to do it. They want you to do what they’ve hired you for, but they never want to do any of the hard work for themselves. So this part is really important to make sure if it’s a long homework process, like my homework process, my Dubsada service is a week long. They have a week to complete all of the homework and it’s pretty intense. So every single day I check in with them. This is what you have to do today. If you’re ahead of yourself, here’s what tomorrow’s tasks are and I give them links to all of the templates within the Google drive folder. Nice and simple.

So the next phase we are going over is the delivery and this is you doing the thing. And the key to this is keeping that balance between informing a client when they need to be informed and oversharing. So I think we’re probably all guilty of probably oversharing. If you have set your expectations well within that welcome pack within the onboarding stage, if you suddenly go quiet for three weeks, they should know. They should expect that to happen. So yeah, the key to the delivery is making sure you’ve got everything set out in that onboarding phase, the expectations. So they know when you’re going to be working on something solidly for three months or whatever it’s going to be.

Only check in with them when you really need to be checking in with them. And as I said before, you use questionnaires to ask clients to sign off parts of the project. When you think about those questionnaires, whether they are something you can add into this stage as well.

And then next bit get on with the work. So then we have the delivery and now we have the fun part of the offboarding. So as Nicola mentioned, offboarding this is the last thing that they are going to remember off you. So make it amazing, make it as amazing as the lead and the onboarding stage because this is the last memory of you. So this onboarding stage doesn’t have to be anything mammoth. I literally have two or three points I think within this. So I have that goodbye pack, I have a feedback form testimonial, and then I send them a gift. Now this gift does not need to be a gold Rolex watch, although if that is within your budget, you can do that, but generally all it really needs to include is a hand written note on a thank you card. That’s it. It can be as simple as that, but adding that personal touch into this off-boarding phase is what it’s really going to set you apart from your competitors. So offboarding, nice and simple. Two or three points.

But yeah, really, really think about how you can make this as good as it can be and make your clients feel special.


So now we’re going to map out your workflows. So I hope you’re ready for this. We’re going to go through a lead kind of onboarding workflow and we’re going to map these out? So get your bits of paper ready. I like to do this in spider diagrams because pretty much everything I do starts off with a spider diagram, but there are many ways you can do this. There is no right way, no wrong way. Whether you’re a spider diagram, whether you’re a list person, whether you’re a spreadsheet person, just do what feels natural to you. But the reason that I love spider diagrams is I think there is like some science facts behind this, but it uses a different part of your brain, more creative part of your brain. So you tend to get more kind of ideas flowing out.

If you use kind of a visual spider diagram, After Mark’s session I was thinking of sending a video as part of offbuilding. Adding videos in is amazing. Yes. So you can definitely do this within every part, that kind of process. You can add a video and even at the beginning it’s like part of your welcome pack. You could add video into that. So yes, videos are great, like really at that personal touch and so they are amazing.

So here we have the four steps of mapping out your client process. Nice and simple. We’ve got number one, brainstorm. Number two we’re going to categorize, number three we’re going to order. And then number four, we’re going to add in the details. Nice and simple, not as scary as it sounds there. I can see everyone ferociously writing. I’ll try not to move on too quickly. I can, I add these slides in somewhere as well. I’ll talk to Suzanne, if that’s useful at the end.

You could add them to your own login. So if you did a blog for us and you could add them to login on the membership website, but don’t forget everybody, this is being recorded and you could just do screen grabs if you want as you go along. But it is being recorded so you can catch back. But Laura that would be awesome if you could just do a blog post with some of this in.

Yep. Brilliant. Will do. Obviously under your, it’ll go under you so it would be credited to you.

Excellent. Okie-dokie. So step one of the process brainstorm. So time to get those pens out and today we’re going to go over the lead. So this is all the way up until we send them that proposal with that quote and that contract. And this is the way that I like to do. Obviously it doesn’t look this neat when I do it. It’s literally scribbles on a bit of paper.

But what you need to do here is to brain dump everything you can think of that is included within your lead process, your lead workflow. So for example, this is, this is mine, we’re going to go through, I have a call with somebody. So the next thing I know is if I’m having a call with someone, I’m going to need some way to schedule that. So I’m going to need some sort of scheduling software. I then have obviously back to the very beginning, I have that contact form on my website that they can fill in. I then have the invoice, definitely want to invoice them at the beginning and along with that I want them to sign a contract

And then next I mentioned that auto responder with the intro pack. So usually I send this along with the scheduler, but yeah, that should always be some sort of autoresponder if possible. Once someone has filled in that contact form just to let them know that they have, that you’ve actually received the completed form. So next level thinking we are going to think about if I have an invoice and I want them to pay 50% upfront, I’m obviously going to need some sort of payment plan. Whether you take a deposit that’s a set amount or whether you do like a 50, 50 split or whether you do three months and you do three payments each month that’s going to be included here because you want that initial payment.

If I’m having a video call, I’m obviously going to need some way to do that. So I use Zoom, so I’m going to need to include a Zoom link somewhere. And I like to use, I like to create a specific Zoom link for each client. I don’t just use my general one. So yeah, that needs to be included somewhere within all of this process. And then I’ve also added this one, and this isn’t something I do, but I want you to think about it, is adding in a task for yourself. And this is to check the calendar. So I work with a lot of people in the wedding industry and obviously when someone fills in their contact form, they put the date for their wedding. And the, the person that I work with normally has to check their calendar to make sure that they’re available.

So this could either be along those lines where you need to check your calendar for availability or you vet your clients. So some people use that contact form to vet their clients and they have some form of like budget questionnaire. So what is your budget for this project? Whether that’s like you’re a web designer or something like this. You might say is your budget up to three grand? Is your budget three to five grand? And this kind of vets, those clients.

So if somebody puts in my budget is under three grand, then you know that they can’t afford your services and you can direct them to some sort of templates or something like that. So there are different ways to start off this kind of lead process. I send them a scheduler, everyone gets to organise a call with me, but not everybody does it that way. So if you do vet your clients, you’re going to need some sort of, some sort of bit at the beginning of your process where you have like a yes, no kind of answer, yes I want to work with you or no we’re not a very good fit.


So now we need to think about once we have all of these parts cogs, we now need to think about what happens if the client or your potential client doesn’t do the thing that you’ve asked them to do? You have something scheduled in and they haven’t booked an appointment and it’s been a week. What are you going to do? Do you need to send them an email to follow up? Are you still interested? Send that scheduler link through again.

What happens if you sent through an invoice, a quote with a contract and they haven’t completed them or maybe it’s they’ve completed the contract, they haven’t paid the deposit? You think about all of these actions, not just the actions of what happens if they do the things you want them to, but what happens if they don’t do the things?

So you need to add in all of these little emails along the way to follow up with them. So that is it. That’s what I did for this first stage brain dumping. And you need to do this for every single stage of the client process. So do the same process for the onboarding, for your delivery. You might need to do the delivery part per package, so get a bit of paper for each different package you have and just brain dump everything on there. And then also do it for the offboarding as well.

Sam says the deadline would get pushed back too if they’re late with their side of the deal. Yeah. And what they gave you include within all your kind of T’s and C’s. If they push the deadline back then you might need to reschedule. They go to the bottom of the pile, whether you have a kind of rescheduling fee as well. That’s something to think about. Like I know I’ve had clients that have pushed things back and pushed things back and that chunk of time that I’ve set aside, I could have lost. Like I could have put another client in there which could have been a thousand pounds. So I’ve really contemplated adding in that kind of rescheduling fee. I’m not too sure I’m going to do that, but these are the types of things that you need to think about.

But yes, that was off on a tangent there. So next stage we are going to categorize them. Now the reason I want you to categorize these is because once you have your bits of paper all mapped out, all of your brain dumping has gone on on these multiple bits of paper. Once we have everything mapped out in a nice long list, I like to create like I call it my master overview checklist and I list out all of the different types so that I know exactly what I have and what I need to create. So this is like my content creation checklist. So these are the different categories that I like to put these into.

So we’ve got forms, emails, invoices, schedulers and tasks, tasks for yourself or tasks for your clients.


And we just simply categorize these and you can do this really easily. Once you’re brain dumping, put a letter next to it or get some highlighters. If you’re next level you can do post it notes. Post it notes are really good for this process cause you can move them all around. So this is what it looks like once you have categorized everything. So just put a nice little colour coded thing next to each part and what it leads to. So this is a nice simple stage to the process. So you know exactly how you can list all of these out?

So obviously your master checklist is going to be a hell of a lot longer than this because you’re going to have maybe five more, five or more kind of different workflows to add into this. But add all of the information into this master checklist and just list out things.

So in the end you’ll end up having like 30 or 40 emails, you’ll have 10 forms, five invoices, whatever it is. You have a nice long checklists that you can just tick off the things as you’ve created them. And my key to all of this is keeping everything numbered or named in a certain way. So I like to do this within Dubsado and for the emails, I number them all. So in whatever order they’re happening in, I just put one down to whatever it is, one down to 10.

And then if it relates specifically to a certain type of service, I give it like the letter of the first letter of the service name. And then I give it a number. Because I’m a bit anal when comes to organization, this isn’t something you need to do. This is just something that keeps me happy, helps me sleep at night.

But yes, you’ve got your master checklist of all of the content. So step three we’re going to order everything and this is nice and simple. Shove a number next to the order in which it happens. Nice and easy. So we’ve got the first thing is going to be your contact form. And then the second thing I have is my autoresponder, my intro pack, and then I’ve added to do as number three, but that isn’t something I usually do, but I thought it would just add this one in. Check the calendar. Then I’ve got send the scheduler link and then a Zoom link, which is going to be in the reminder. So if someone’s scheduled an appointment, you want to send them a reminder maybe the day before and that will be for a week before whenever that needs to be. Got the call, the invoice, the contract. So just put a number next to each thing in the order, which it happens now you have your beautiful spider diagram. We’re going to turn it into a list.

I’ve been chattering. I’ll try and keep this, keep this, do this quickly cause we’re nearly done now. So we’re going to turn this into a list. Now. Someone completes the contact form on your website. The email is sent with the intro pack. We’ve got the to do, to check the calendar for availability. Send email with scheduler, send a followup email if not booked call. We’ve got a send a confirmation email when they have booked. And then a reminder email with the Zoom link. So this is obviously mine. Yours is gonna look different. But this is how I just thought I’d share the example of how I do things. We have actually having the discovery call. Then I’m going to send the contract and invoice.

Send follow up email if not booked the package. So your follow up could be a week after. You can have another one a week after that. You don’t need to just follow up once, you can add in as many follow ups as you need to. So that was stage three. Nice and easy. Now we’re going to go into number four, which is adding in all of the details. So this is going to take a bit of brain energy here.

We have the first one, someone completes the contact form on the website. Now we need to think about what is going to happen between number one and number two. How much time is going to go in between the first thing happening and the second thing happening. And is it going to be something that is manual or automatic? So for me, I have the email is sent with the intro pack and this is automatic. I don’t need to do anything. It automatically happens immediately. So then what happens between the two and the three?

So the next thing is if you were someone who needed to check the calendar, you could put this next action in the day after. So within that first email you could say, I’m going to check my calendar for availability. I’ll get back to you in a day. So next section, one day after the contact form is completed, Then we have what happens between that next one, send email with scheduler. Well that’s going to happen about the same time. So once I’ve checked my availability, I’m going to send them that email with the scheduler, link on. That’s going to be a manual task and you just need to do this through every single step. So send the followup email, it’s not booked five days after the scheduler sent. I’m going to check if they’ve booked and I’m going to send that followup, if they haven’t.


Send a confirmation email when booked. This is going to be an automatic thing. So once they’ve booked through my scheduling software, they’re going to get some sort of confirmation email and that’s going to happen immediately. Send reminder email with Zoom link one day before appointment. Yeah, I do mine a day before just to let them know, are we still okay for our chat tomorrow? Here’s the link to our call. Nice and simple. If you need to reschedule, here’s a little button or let me know if you need to reschedule.

We’re going to have the discovery call. And then after the discovery call we’re going to send the contract and invoice and I’ve set this up as one hour after the appointment has ended. Gives me time to create the proposal if I need to or amend any templates.

Yes. And then the last one, we’ve got the followup if not booked five days after the contract and invoice has been sent. So this is your way to figure out what is automated, what you can automate and what is manual. And there’s obviously a lot more you can add into this.

Whether you need more tasks added in to remind you to do things, this is really great. Now obviously I use a system Dubsado that I can create all of this within it. If you are not using some sort of CRM, the easiest way to do this is to set the template up in something like a project management tool like Trello or Asana or ClickUp and set this workflow up within that. That’s where you can add dates on so that it adds it onto the calendar. Or you could literally do this within your Gmail calendar if you wanted to, but this is the way that I would do it. If I wasn’t using Dubsado I would use a project management tool and set up these, set up a template workflow copy for each new client and make sure you’re allocating dates to each separate point within the workflow so that you remembering to do all of these things. Because if you have a few clients you’re onboarding at the same time, it can get really confusing as to where they are in the process. If you are not very tech savvy, simply create a template list, print it off and print off every single name.

Should I delete that breakout room?

No, sorry, I’ve just put a quick breakout room there. Ignore it everyone. It’s just cause at the end, the boot camp is joining in with this. Don’t go and click on it.

I’m nearly done.

Don’t worry. There’s just some people in this training here and we’re going to move over to that, that breakout room Laura. So it’s Brenda. It is Lorraine and I think Hugh was in here. So guys, if you want to go off at 11. But to be honest, I would rather just finish and watch Laura and then we’ll move straight over. So that will be awesome.

I’m nearly done, I promise.

No, don’t worry. Don’t worry. It’s absolutely brilliant. And you’ve kept to time perfectly. It’s us asking you loads of questions, man!

So there’s a question that, can you repeat the project management tools please?

Yes. So starter level I would say is Trello. If you are just starting out with using project management tools, Trello is a really great place to start. If you don’t have a team it is perfect. If it’s you just working by yourself, it’s really good. It’s really simple to pick up. My favorite is Asana, that’s kind of like next level up. It has unicorns. What would you not love about that when you start clicking off tasks? All of these unicorns and narwhals just come across the screen. It’s great. But Asana yeah, I started off using Trello and then got too frustrated with it cause it couldn’t do all the things that I wanted it to and moved up to Asana. So project management tools are so personal, it’s best to literally sign up for all of them. Well not all of them. Sign up for a couple of them and give them a try because everyone works in totally different ways and what you love I might not love and the other way around.

So Trello, Asana and ClickUp. ClickUp is really kind of top level if you have a big team. I tried ClickUp and it’s not as intuitive to use, I don’t think. I couldn’t find it as easy to get my head around. So I would recommend Trello or Asana.

How much is Dubsado? I think at the moment it is $35 a month, so roughly about 30 pounds a month. I can talk about that more if I’m going to do Dubsado training cause I could waffle on about that for ever. Put the names into the chat please. Is for the project management tools?

So here we go. Airtable might be a good option to check out. Airtable.


I have never been able to suss out Airtable but I’ve heard it’s amazing. So yeah, there’s so many different project management tools. It literally is trial and error trying to find one that works for you. But if you are simply a paper and pen, paper and pen kind of person, then just stick to that. Create these templates in a Google doc, print them off every new client, just work your way through them all. Do what feels best for you.

So tada! Nearly finished, now you have your workflows. Whether you have written those out in steps. I like to do this towards the end is make sure I have a step by step by step process and have a full, a full list of every task you need within that part of the process. That is your workflow. That is your process.

And taking the time to sit down and really think about this is massive. It is really going to help you because a lot of people kind of, they think they have these workflows in their head. They forget things along the way. They kind of change it constantly with every new client you’re sitting down and making sure that you’ve really, really thought about how your client feels throughout the process of working with you is really gonna make difference.

It’s gonna make you stand out so much more than your competitors who have not taken the time to do this. And I really recommend that you review your process as well because your workflow, your client process is never a done thing. There is never a time when it is going to be perfect and that’s it. You can just sit back and relax. It is constantly evolving. You might get updates with technology or you might get some feedback in your feedback form that your client will let you know about, something that you’d possibly never even thought of. So, yeah, constantly review this, whether that’s every quarter or six months or once a year. Sit down and look at your workflows and think, is there anything I can do to make this better? Can I take something out? Can I add something in? But taking the time is really important. So that’s me done.

You have your workflows, you just need to repeat that process over and over again for your onboarding, your delivery part and your offboarding and making sure that your offboarding is amazing. So thank you very much. Has anyone got any questions?

Absolutely loved it mate. Absolutely brilliant. I have no questions at all at the moment. I think we’ve got quite a lot in there, but I think you’ve answered everything as I just, I just think the amount of thought process you’ve put into your entire client journey, especially for the offboarding bit, sorry, I’ve just had to run up and down the stairs to get a parcel. You know, cause I’m not, nevermind, but nevermind, let me turn on the camera. It’s the, it’s the thought process that you’ve put into the end.

We always put a lot of thought process in and the end is always the end. And none of us are ever going to leave a client hanging or anything like that. But for example, for me, if members leave, what is my end process? Right? If a member were to leave, what do we do with them? And automatically we should invite them into the free group.

You know, the business support group, which we do, but it’s not systematic because then then they stay as part of the community. So it’s this idea that the end is not the end and actually planning the end properly. But from the beginning planning just planning your strategy about the route you want to take your clients through because it’s your business. And that’s the thing. It’s, you know, and for those of us who aren’t systematic people, it’s really tricky. This stuff.

And so this, Suzanne will be sitting loving it and I’m like, Oh my God, this is brilliant. But I know that I would.

Nic I need to do some of this for you.

I know you do. I’ve got a list of all the stuff I need you to do for me now for the business. How much thought you’ve put into this, not for your own business, but I’m really pleased you asked if you could deliver this because there is, and I know cause the guys are like, Oh my gosh, you’ve really challenged all of us to think about this process that we assume a lot of us assume these processes and just don’t have it in, in place properly.

And imagine how professional we’ll look if we got this tight. Imagine people’s businesses. But we look like better than the big businesses. Do you know what I mean? And I think that’s it. So yes, I would love you to come back and do some more training. Absolutely.

We always think about wanting to deliver the best when it comes to the actual project. Obviously we all want to do the best work when it comes to that.

Yeah. So I mean, Joanne has said that you’ve unraveled her mind and I know Joanne and Joanne, this will really help to just get some things, some clarity on stuff. Lucienne is saying it’s what I had in other jobs, but I’ve not created a process for myself. We always forget that our businesses need what other businesses give us, right?

It’s almost like we accept that all these other businesses would have these processes and terms and we’d never make that click to think well, but other people look at our business, right? Other people look at our business. Exactly as we look at everybody else’s business. So we’ve got to stand up as well. We’ve got to have the systems and the processes, the procedures we have to protect our business and I think that’s the one thing to leave everybody before we jump into bootcamp is all of these systems, this tight protects your business. It protects your client because they know exactly what the hell is going on, right? They cannot come to you and say, Oh well you didn’t say that or can you just do a bit of this? But beyond that it protects your business like you’re completely in control. If your process, your procedure, what you would need to invoice more for when they start taking the mick out you. They will, cause all clients do.

And we let them by the way, right? This protects your business having this level of clarity and it’s just amazing. And I promise you that like honestly, I’ve worked for myself for 11 and a half years and I’ve never properly had an offboard thought. Like you know, you finish, you finish and you stay in touch. I always stay in touch with everybody. I don’t, I don’t lose people but like to formalize that. I’ve never formalized that.

And so none of my clients have been doing that.

none of us. I, and I’ve worked with hundreds and hundreds of small businesses. So I’m talking about me and all the knowledge I’ve got with all of them. And I don’t know anybody that has put this kind of, you’re the first person and certainly the first person in the little tiny businesses we work with that I’ve seen that has this woman, so credit to you man, because it’s awesome. And for all of us, for all of us, think about this as how you protect your business rather than, Oh my gosh, it’s just more stuff to do, cause you’ll save loads of time in the long run by having these processes in place like this because none of that can happen.

The key to all of this is we obviously want to make our clients happy. Yeah. Everyone wants to make their clients happy. Yeah. But you really, really do make them happy by thinking about this client process they’re going to talk about you. And the most powerful marketing tool there is is word of mouth. Absolutely. Completely. They should be part of your marketing strategy.

Totally. And absolutely agree. And that’s why I want you to come back and do some training about how you, how you build this into your marketing strategy. And obviously your marketing strategy sits with your sales strategy, which sits with your business plan. So this, this business process is a business process for us and really you’re absolutely right, of course.

All we want is to keep our clients happy. But in doing so, we keep ourselves happy. We have a successful business. So, so you, our ability to serve our clients properly and correctly and professionally means that we get the joy and the love out of our business that we’re all seeking. So this is not just for the clients, guys. It’s for you as well. It’s for you to feel ultra proud that the service you deliver and the expectations you’re setting are correct.

Loved it. Absolutely loved it. Must go though. Cause it’s time for boot camp.


It’s not you. It’s me chatting, isn’t it?