The client experience mistake I used to make
Way back when I only sold Dubsado VIP days, I spent way too much time selling “surprise and delight” as the reason to hire me.
My song and dance went something like this:
Automate everything.
Use the extra time to send a cute welcome gift.
Blow your clients away with the thoughtfulness.
BOOM - happy clients.
Money please! 🫴
And it took me a little to long to realize that this messaging did not resonate with business owners.
Having time for surprise and delight is cute,
but it didn't speak to the problem most business owners actually have:
Your client does not give a sh*t about the notebook and candle you mailed them...
if the service they paid for feels messy, late, or unclear.
I was putting the cart before the horse.
Yes, automations save you time, blah blah blah.
But saving time doesn't matter if your offer is still shaky to deliver because you're doing everything inefficiently.
The real gift isn’t the box on their doorstep, it’s how confident your delivery feels from start to finish.
Most issues clients experience while working with you doesn't come from your lack of care.
It comes from:
Unclear processes because you're just trying to keep up.
Delivering your service from memory because you don't have time to document anything.
Juggling timelines in your head because you don't have a proper project management tool.
You’re answering the same questions over and over because nothing is clearly laid out for your client
So clients awkwardly follow up.
Deadlines slip.
Things get missed, even when you care a lot.
A bonus template after they purchase to "surprise and delight" won't fix that.
This is why mapping out your process is so crucial to your client's TRUE delight.
When your offer is fully mapped out, you can take action that results in:
Your clients always knowing where they are in your process and what comes next
You deliver on time because nothing lives only in your head.
You stop reacting and start leading the experience.
And that is what makes clients feel taken care of. The consistency and safety of an offer really well delivered.
If you want your offer to be easier to deliver, and for your clients to actually feel the difference, book a process mapping session with me.
We’ll map your offer once, properly, so you’re not reinventing it every time you sign a new client.
