​​When was the last time you ran an audit on your services Reader?

Client experience can absolutely make or break everything.

If you haven't done an audit on your client experience in a while, here's one of the top audits I do for my clients when we first start working together: the new lead/inquiry process.

Here's a quick overview of what that process might look like:

Ready to dive in and run your own lead inquiry process audit? Let's go ⤵️

1. Fill out your own contact form
2. What happens once the form gets filled out (from the lead's perspective)?
   1. Are they redirected to a new page (maybe with a short Loom thanking them for reaching out & what to expect next)?
   2. Do they automatically get an email from you? Does it give them a link to book a call with you or like me, do you tell them you're reviewing their message and will get back to them in a day or two?
   3. Do you get pinged in Slack with the notification? Do you have the lead information stored anywhere (ie. an Airtable tracker)?
3. What does the next email look like when you reply to them?
   1. Do all of the link(s) work?
   2. What call to action are you giving them?
4. Do you send any follow-up emails if they haven't replied/scheduled a call?
   1. If you send them automatically via a workflow, do you still like the timing of when they're sent? Is the copy up-to-date? Do the links work?
   2. If you manually send them, are you tracking when you send them or is it random with every lead? Is the copy in those emails up-to-date? Do you use a templated email for it or are you custom writing it each time?
5. What does your call booking process look like?
   1. When they click the link to book a call, what's the page look like? Is it on brand (visually and with the copy)?
   2. Do the available call times reflect your current availability?
   3. What does the confirmation email look like once they book the call?
   4. How many reminder emails do they get and is all of the wording in your brand voice or is it the default wording?
6. Do you have a doc you use to track the details of the discovery call?
   1. If you don't, where or how are you keeping track of the information when you're on a call? Do you have a process you typically walkthrough on the call that you can turn into a template?
   2. If you do, have you setup an automation in Zapier that can set this doc up for you so you just fill it out when it's time to prep?
7. What happens if they ghost, decline to schedule a call, or discover they aren't a fit during/post-call?
   1. Do you archive the lead in your CRM (ie. HoneyBook, Dubsado, etc.)?
   2. Do you have them tracked anywhere else and need to update that tracker?
   3. Do you send any final email to close the lead out?
   4. If they ghosted, do you have them on a list or in a workflow to follow up with them at a later time?

Overall, you want to ensure there are no broken links, everything is on-brand visually and with copy, and sets the stage for what working together will look like. Whether you've got a team or running it all yourself, having a strong client experience is non-negotiable. Whether they end up working with you or not, their experience throughout even the beginning will set the stage for them to decide what they tell others about you — for better or worse.

If you want me to do another step-by-step audit walkthrough like this for onboarding, off-boarding, or another process, hit reply and let me know. And if you've followed the steps above and want me to do this specifically for your business, book a 90-minute Implementensive® spot, there's a handful of spots available for July.

Til next time,

Liz