Don't Miss Automating This Crucial Step in Your Workflow

Over the past year, my husband and I were in search of a contractor to replace our home's gutters. After careful consideration, we chose a gutter company that impressed us with their responsiveness and assistance during the bidding process. We expressed our interest in moving forward with them, and they quickly sent us a contract and invoice which we signed and returned. However, after that, we experienced complete radio silence. There were no follow-ups, no updates on the timeline, and no communication whatsoever, except for a confirmation email that our payment was received. It was a gut-wrenching 16-week wait until they showed up at our doorstep unannounced one day, ready to start work on our gutters and request the remaining payment. Needless to say, we were shocked and put off by this experience. While this may be an extreme example, it's a reminder that failing to effectively communicate with clients, even unintentionally, can leave them feeling undervalued, frustrated, and questioning their decision on hiring you in the first place. In your own business processes, it's important to prioritize and appreciate your clients throughout the entire project, not just during the initial stage of winning their business.

This is where automation can come to the rescue! By automating the communication that happens immediately after clients have signed their contract and made their initial payment, you can ensure they feel secure, heard, and valued throughout their entire journey with you. This also sets you apart from your competitors and enables you to provide an outstanding client experience.

So, how can you automate this crucial step? In my own workflow, I have set up processes so that all my clients receive a welcome form as soon as they sign their contract and pay their invoice. The welcome form includes a note expressing my excitement to work with them, and a process guide which gives them a comprehensive outline of the entire project timeline, milestones, and expectations. My intention behind sending this form is to provide clients with a clear roadmap of what to expect at each stage, which can alleviate any anxiety or uncertainty they may have.

Automation is often emphasized as a time-saving tool for business owners, but it also plays a crucial role in fostering an exceptional client experience (which is ultimately what is going to gain you repeat customers and referrals). By automating the finer details in your business workflows, you showcase your professionalism, organizational skills, and commitment to providing elevated service. Clients highly value transparency, promptness, and attentiveness - and automation can help you excel in these areas. Setting up your workflow systems to automatically deliver documents to clients after they have paid their invoice can significantly enhance their peace of mind and reinforce their decision to choose your business.