Building trust and a genuine connection are so important when working with a client or a customer. It’s why creating a first impression that is an honest and true depiction of who you are is so important because it creates a lasting emotional memory for your dream client or customer. Here are three things that I do in my client onboarding process to build trust, connection and win over my dream clients in my brand design and coaching business.
They’re honestly so simple and are the reason why I’ve been able to build strong working relationships and conscious interactions to create a better final result and experience. Why? A super smooth client experience plays a big part in ensuring that long after their brand design process is finished, the client will continue to take action and be invested in nurturing their brand and business, because they value the branding work we have done together.
Here are three things that will be helpful for any creative business offering a service that will win over your dream clients or customers:
When your dream client sends you an email or DM wanting to work together, don’t just send an automated response back. Instead, put some thought behind this and send them a warm greeting to say Hi. By doing so, you are creating another point of connection. Sometimes, it can be intimidating for people to reach out, so help people feel comfortable about reaching out.
I use Calendly, which allows me to add a few questions and upload a file (such as an Intro packet) onto my meeting invite. Calendly also automatically creates a Zoom room so my client knows where to go for our chat. I ask a few more questions at this stage to help set the scene for our first meeting so my clients will know roughly what we will chat about. Edit the text in these apps, where possible, replacing it with your own copy so it sounds like ‘you’ and not an automated response so you can win over your client before that first conversation.
Instead of jumping into solution mode, spend more time trying to understand exactly what it is that your client needs help with. Seek to understand your client’s biggest challenges, intentions and goals. And instead of prescribing a solution from your offerings or services, think about what would be best for this client - this is so incredibly valuable. Use your intuition here and practice the quiet art of listening and conscious responding.
Ask questions to delve further when you feel there is more the client wants to say. Sometimes, people need a gentle nudge and a little encouragement for them to feel comfortable speaking up and saying more. In some cases, I have even recommended other designers to potential clients if I feel like they would get a better outcome.
Trust that the right client and the right job will always have a way of finding you.