This blog was originally shared on May 6, 2024. With the relaunch of our website (www.curateimpact.co), we are reposting our blogs on the new website and on LinkedIn.
So, you want to build operational systems that give the wow factor?
We're all aware of the importance of processes and workflows, yet we sometimes neglect them in the hustle of everyday business. Especially when we lose sight of the reason we’re building them in the first place. But here's the deal: operational systems are your ticket to delivering top-notch service that truly impresses your clients.
Let me kick things off with a story to drive this point home.
Three peeps saunter into a bar: a worn-out freelancer, a jet-setting business coach, and an event planner on the hunt for an operations guru. Sounds like the start of a joke, right? Well, it's more like a parody of the ups and downs of business life.
Freelancer: “I’m beat, folks! Can barely lift this glass. Work's been nuts, I’m barely keeping it together putting out all these fires.”
Business coach: “I need a spa day after my last trip. Lucky my biz is booming and runs like clockwork.”
Event planner: “Passed on inviting the Mayor to the new yoga studio opening. So many people, so many tough choices! But I seriously need an ops ace to help this opening run smoothly.”
Here's where the conversation takes a turn: The event planner drops the bomb: “I need an operations specialist, pronto.” The freelancer stumbles, “Um, let me check my schedule...” Meanwhile, the coach shares out a digital business card, “Contact info sent, let’s DISCO. I've got just the plan for you!”.
While this chat may not be ripped from a real life scenario, it's a laughable peek into why tight systems are the holy grail in business growth.
The Lightbulb Moment: it's all about the systems, baby!
The moral of this story is that the business coach wow’d the potential lead with their flawless systems while the freelancer wasn’t prepared to close the deal. Remember those contacts that the event planner mentioned? Now the business coach has an opportunity to be introduced to them and grow their business even more!
So how do you go from a flustered freelancer to an operational guru? Systems, my friend! They turn your business into a well-oiled machine, making you the go-to in your field.
Now, let’s deep-dive into the backend processes that’ll level up your systems game and leave clients gushing.
Create an environment for active listening
Being an active listener is your golden ticket to decoding the chatter in your business. It’s about being in the moment, soaking up insights, and decoding the data that drives your growth. Here’s the lowdown on nailing it:
- Plan for meetings: Ever zoned out of a Zoom call and thought, “Was that a snooze fest or what?” Skip those snoozers! Craft a planning process that’s all about maximizing face time. Got an agenda? Questions lined up? Share 'em! Make every minute count. The outcome here is that you didn’t waste anybody’s time. Everyone leaves the meeting feeling energized and like their time accomplished something.
- Take intentional notes: Juggling back-to-back meetings? Nobody’s brain is meant to retain every detail after context shifting multiple times. But as a business owner, you are on the hook for delivering the exact next steps, with all of the content discussed, that you chatted about in those Zoom calls. You need a note-taking game plan! Whether it’s AI-powered apps or old-school notebooks, find your groove. Because rifling through notes before a deadline? Ain't nobody got time for that!
- Feedback surveys: Let’s talk feedback! It’s not just about insights; it’s about making clients feel valued. Regular feedback sessions are like gold for building strong relationships and snagging killer testimonials. Asking for feedback shows your client that you are personalizing your work for them and prioritizing learning how to work best together.
Set clear expectations and provide regular updates
Remember those Zoom meetings where you're clueless about what’s next? Clear expectations and regular updates are the secret sauce for client confidence. Let’s break it down:
- Proposal, contracts, invoicing: These aren’t just documents; they're your roadmap to success! Nail down expectations and watch decision-making become a breeze. Having a system to share your business proposals, contracts, and invoices tells the client, “Hey, here are the expectations for each of us to make this a successful partnership.” What the client loves about this is the ease of decision making. All 3 tools leave no questions asked (if done correctly 😉).
- Task manager: Chances are if you’re providing a deliverable for your client, you’re likely the person that’s responsible for providing updates on it. Utilizing a shared task manager creates a space for you each to share and collaborate on needs (and gives you those status updates you need at your fingertips). Develop a routine of regularly sharing those updates! Keeping the client in the know gives them that warm, comfy, confident feeling that they picked the right person to partner with. Because nothing says pro like a client who knows exactly what's up. No more “Huh?” moments during project delivery—just smooth sailing and rave reviews.
Establish a referral strategy
Okay, this one might be cheating a bit. It’s not necessarily a process that improves client satisfaction per se, but it is a process that allows you to showcase how satisfied your current clients are! Who doesn’t love a glowing referral? They’re your ticket to business growth on autopilot. When new leads see how satisfied your current clients are they’ll be more likely to enter your business partnership with an optimistic attitude. Here’s how to snag those referrals:
- Client appreciation gifts: Ever thought about sending a little thank-you gift to your clients? It’s a sweet gesture that goes a long way. Set up a system to track important dates like birthdays or project anniversaries. Then, automate the process of sending out personalized gifts or handwritten notes. It’s a simple way to show your clients some love and keep those referrals coming in!
- Testimonial request: Asking for testimonials is like pulling teeth, right? Wrong! Systemize it! Schedule reminder emails, whip up templates, and watch those testimonials roll in. Bonus points for a neatly organized tracking spreadsheet!
In Conclusion
Master these 3 backend processes, and you’ll go from a frazzled freelancer with no clear vision to a booked-out jet-setting entrepreneur with a scalable business in no time. Create a killer operational workflow that allows you to become a trailblazer in your industry and watch your business soar!
Meet the Author: I'm Erika Ferrell, a Fractional Operations Lead specializing in helping freelancers and solopreneurs craft operational processes that free up valuable time to focus on growing their businesses. With over a decade of experience in project management and process development, I'm dedicated to boosting your efficiency and maximizing your productivity.
Connect with Erika:
LinkedIn: https://www.linkedin.com/in/ferrell-erika/
Website: https://www.erikaferrellandco.com/
Email: erika@erikaferrellandco.com
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