How to Create Systems That Save Time and Enhance Your Client Experience as a Service Provider

If you’ve ever felt like your client experience is a bit… chaotic, this episode is for you. I’m breaking down how to create systems that actually save you time and give your clients a smoother, more elevated experience.

Inside this episode, I’m walking you through:

• Why your systems should support the way you want to work (and live)
• How to map out your client journey from inquiry to offboarding
• The 3 core systems every service provider needs to improve delivery
• Simple ways to start implementing systems today, without getting overwhelmed

Whether you're tired of repeating the same manual tasks or just want to feel more in control behind the scenes, this episode will help you lay the foundation for systems that work with you

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Transcript

Kenniqua (00:00)
Welcome back to the Systems Rehab Podcast. Today we are talking about how to create systems that are going to save you time as well as enhance your client experience for service providers. So I am your host. I am Kenniqua Lewter I'm a system strategist and HoneyBook educator, and I help service providers just like you organize and automate systems to simplify your business and your life.

And so today we're going to talk about how to go through and start implementing systems today, because we definitely be needing more time in our days so we can do more of what it is that we want to do. Like if you're a photographer, you want to be taking more pictures for your clients, not doing all of the admin work. That's what I found. I know for myself and for my clients. And so in today's episode, we're going to break this up into a couple of different parts, because I'm going to take you from

the beginning of doing and adding systems into your business all the way through actually going through and implementing systems today. So first, we're going to talk about starting with the end in mind. So this is going to be like our goals. We're going to talk about mapping out your client journey, which I have talked about in previous episodes. I'm going to share with you the three core systems that I believe every service provider needs to have in their business that will help them to increase or enhance their client experience.

And then we're going to talk about how you can go through and start implementing systems today and what your next steps are going to be. So let's talk about with the end goal in mind. What I mean by the end goal in mind, I'm really referring to what are your goals? What are your goals for your business? And a lot of times that sounds like, ⁓ you know, that's so small. That's not really all that important, but it is. It's so important to know exactly where it is that you're going.

Where it is that you're going. When I mean by goals and when it has to do with enhancing the client experience, I really mean what are your goals of how you want to go through and show up for your business, for yourself, and for your clients. This doesn't have to be anything fancy. You can simply go through and just write this out on a piece of paper.

of what your goal is of again, your goals for yourself, your business, how you want to show up for your clients and the capacity and the energy that you have. Some clients that we work with, they they just want to be able to just work a couple of hours per week on the admin tasks or working with their clients. Others, they work 40 hours plus in their particular businesses. So energy also has to do with.

why you wanna have systems in place, but also too, what type of systems do you have in place? Majority of the time for myself, I work a lot by myself. Like I will go through and every now and again, I will go through and I will get contractors to do like little things, but the things that are, I would say little things that I have contracted out, it's more so like on the content creation marketing standpoint than anything else, which means that if I'm servicing so many different clients that,

I have to have systems in place that are running for me on the back end that can show up without me, right? And so that's really where we want to get to that point of putting these systems in place. That way we can have this level of client experience because I've said before that I feel like client experience is a.

the customer service of things at this point in time, it's so hard to find good customer service. And so if you're providing good customer service, a good client experience, you're going to be able to stick out in the market. And how you can do that is by creating systems. Your clients, your leads, they can fill your systems. That's what we want them to do. We want them to be able to fill it. As they're going through, they're putting in inquiries with you.

They're making payments. They're working with you on projects. We want them to be able to fill it, right? We want them to be able to fill it without us actually having to manually send out a welcome package, manually go through and send out that email to thank them for making their payment. We want them to be able to go through and fill it in order for us to be able to have them fill it, right? Is that we have to be able to know what we want them to fill.

and where we want them to ultimately go and how we want them to be able to go through and work with us. Systems also go through and they support the lifestyle that you want to have. And also too, it could be not even that you want to have, ideally that's true in most cases, but then also too, systems are also.

could be for like different seasons of your life. And so just as simple as I'm calling this episode, it's the summertime, kids are out of school. The systems that you have in place for your season, just as far as seasons of the year, we're not even talking about other seasons in life where things may happen maybe emotionally or physically or to other family members where you might have to go through and step away.

just simply even seasons of the year can change a little bit of how you actually go through and work your capacity, what you want to have done, your hours, all of that has things to do with it. having that systems in place for your lifestyle, seasons of business, you wanna make sure that you have those in place and going through and reverse engineering your systems is going to be a key. So start off with the goal in mind, start writing out your goals.

Align your goals with align, excuse me, align your systems with the goals that you have with your time. So how much time per week do you have to work with clients? How much time per week have you set aside to actually work on your business? Right? This is going to be for your marketing. This is going to be.

for your content creation, things like that. These are things that are working for you on your business. Even you as the CEO, having CEO days where maybe you're getting more, maybe you're attending some networking events or maybe you're even going through and you're taking some other courses or you're a part of other programs because those things are educational for you or you're diving into some other type of.

certification, you're enhancing yourself as well too. And that's very important for us to be able to go through and incorporate that into our business. And that's what systems helps us to be able to do. The next thing that we want to do when we're trying to go through and we're trying to actually establish systems into our businesses is that, and this has to do with too of wanting to know where we're going. And what I recommend, this is what we do with all of our clients that actually set up or

book services with us for setting up full service packages, like doing full setups, like we're doing a honey book setup or something like that, is to map out the client journey. I find that this is probably one of those things that is missed. I talk about this in detail, I even show it in detail on the YouTube version of this. It was on season two, episode number eight.

when I talk about why your client management system isn't working that episode, if you want to listen to it, you can listen to it or you can watch it because I do actually show you in that episode as well, the actual client journey. But when you're mapping out the client journey, this again, as part of the goal, because you're going to be able to take an ad touch points to how you want your clients to feel as they're working with you.

So in essence, the full client journey in most places with service providers is going to be, there's a couple of different phases, and I won't get into too much detail in this episode because I have talked about it before, but I will just go over the different stages of the client journey. It's going to be like your start phase. This is going to be your inquiry phase. This is where, they came from, where they came from your podcast, they came from Instagram, TikTok, whatever, YouTube.

This is the inquiry phase for which they have inquired about your particular services. Then you have your booking phase. So your booking phase is going through a course in booking services with you, right? They've gone through, they paid, blah, blah, blah. You have your onboarding phase. So your onboarding is how are you going to onboard them? Are they gonna get some type of welcome email? They're gonna get a client gift. How is it going to be to actually bring them on as a client?

The next thing is going to be the delivery phase. So how are you going to deliver the service or the product to them? Okay, so most of you all that I work with and listen to this podcast, you're service provider. So you're providing some type of service. How are they going to get that service? How is that going to look? Now again, when you're mapping out these phases and you're answering some of those questions in each one of those phases, which you're also thinking about,

As you're thinking about what touch points, how do I what touch points meaning what when I mean touch points, I mean what emails are they going to get? What documents are they going to get? What questionnaires are they going to get? Are they going to get a client gift? What's going to happen during each one of those phases? And when you're thinking about the client experience, you want your clients as they're going through each one of these phases in this journey with you. You want them to feel confident that they chose

the right service provider to work with. You want them to feel comfortable knowing that this person is going to take care of me. I'm confident that this person is going to do a really good job. I'm happy I paid this person. I'm not regretting my purchase. I'm so happy that I'm working with them. I can't wait to continue to work with them. I can't wait to go through more further, more business, right? And so that's what you want them to be able to feel as they interact with you.

And of course, there are so many different levels to this. Like you can really just start with the basics on this level. And let me finish, guess, the chart. So you have the delivery phase, right? Then you have your off-boarding. Same thing, your off-boarding. I think a lot of times what happens is, and I guess this really could be a full episode on just this, but with the off-boarding phase, a lot of times we focus a lot of attention on the other phases and we don't put as much attention as the off-boarding phase.

But I would recommend that even when you're building out your touch points to really focus in to put just as much attention on the off-boarding phase as you did with the booking phase, right? Because the off-boarding phase is just as important. This is going to be the thing that's going to have them giving you referrals, bringing them back and bringing in more leads and having them just going through and repeating this process with you, right? And taking the next step to maybe the next offer that you have.

And then you have like your project follow up. This could be just depending on your business, if it's a project, maybe project following up, or it just could be just continuing reaching out to them to see what other services and things like that that they do need. But.

When you go through and you map out this client journey and you can simply again, just write this out on a piece of paper. Like I try to tell people like I am a systems girly through and through. love using tools and software. I'm going to do another episode about the tools and software that I use in my business. I try to keep my tech stack very low because I don't want to overlap in tech. I don't think that you need to have all of these tools and systems or tools and software, excuse me, in order to be able to make your business work. You just need the right things that work

for you, for your business, and to help you to be able to accomplish your goals. But when you write this out, this could just be something you write out on a piece of paper. Now, we map this out, of course, using a tool, but if you're doing it yourself, just go through and just map this out. This is going to be where you can actually see where the gaps are.

you'll be able to see where your clients are maybe getting stuck or confused. And that's where you can see, okay, I need to put an additional email on here because these are some of the questions that people are asking me after they go through and book this service. Or I need to put maybe an extra questionnaire because when they book this particular service, I...

go to the meeting, but I don't actually have all the details that I need. And when I go to the meeting, I'm having to have them go through and explain a whole bunch of other stuff to me that really could have been handled if I would have pre asked some of these questions, right? These are some of the things that you want to think of. As well as in this phase is this is where you can see where exactly are you dropping the ball. And.

where you can go through and you can make some type of improvements. When you first start setting up systems, I know like even for myself, when I first started setting up systems, I was going through and literally piecing so many different things together back in 2017. Like I had systems for ⁓ my booking, I had systems for scheduling, I had systems for payments, Google Drive. I had everything that was really disjointed and put in so many different places. And I know

During that time, there were definitely some balls that were dropped because I wasn't able to keep up with everything until I started to go through, simplify my system, and then use a software to help me to be able to implement the systems and processes that I wanted to put in place for me and my clients. And this is something that over time, you're gonna constantly go through, you're going to tweak it, you're going to revamp, you're going to add to it, you're going to remove things from it, and that's totally fine.

Don't think that in one day that you have to go through and set up all of the things in one day, otherwise you're just a failure. Like that's not true at all. There are things that even I'm rebuilding, I'm doing a whole like behind the scenes or behind the systems part of the podcast that I do on YouTube live. And I'm actually going through and just building out my lead management system, right?

That's something that I'm building out. Even as a system strategist, that's something that I'm rebuilding out because there were things that I noticed that, okay, these are some gaps that I'm having in this particular process, right? That I actually need to go through and fix between my marketing and my inquiry phase, right? That's the portion that I'm working on at this point. So don't get discouraged if you're like, ⁓ this is just going to be so much. It could be a lot at first, but believe me when I tell you that

not having systems in place in your business is in the long run going to cost you way more than taking the time upfront to actually start getting systems into your business. All right. So now let's talk about the core systems that you need to actually go through and enhance your client experience because you're like, okay, I got that. I got the goals. I know why systems are very important. I know that I have to map out my client journey, but what exactly, what systems should I actually be looking to or focusing in?

and putting in place into my business. And so the first thing is going to be as a service provider, it's going to be your client management system. And I know that's probably not a big surprise to you. I'm pretty sure that you knew that I was going to say that, right? Because I talk about client management all the time. Like I talk about systems like HoneyBook all the time. Now, you don't have to use HoneyBook in order to be able to have some type of client management system in place. If you want to use HoneyBook, I do have a link, shameless plug.

And the description box below where you can save 30 % off your first year of HoneyBook, as well as you get a free trial. So the link in the show notes or description box is available to you if you want to use HoneyBook, but you don't have to use HoneyBook. There are other systems out there that you can use. There's Debsato. There's, there's other systems. If you want to get really like robust, there's high level. There's so many different systems that you can use, right? But you want to have some type of client management system.

A client management system is going to allow for you to be able to go through and put everything that you need to manage your clients in one place. So this is going to be from inquiries. This is going to be your forms. This is going to be your onboarding, offboarding, your invoices, your contract, your scheduling. All of this is going to be able to be done in one place and you can streamline this process. So you can send out automated emails. can send out, you can streamline everything from

going through again, sending out forms, sending out, doing automations, emails, payment reminders, all of this can be done inside of a client management tool. And so I highly recommend for you to, if you're not using, if you're a service provider, I don't care what type of service provider that you are in most cases.

you can use a client management system. So you can be, like I said before, you can be a barber, you can be an event decorator. I've actually spoke to you last week a client that was doing face painting, which is pretty cool. Like everyone who's going through virtual assistants, online business managers, a lot of them are going through and they are using services or client management systems to be able to.

basically keep everything in one place. So you definitely want to look into getting some type of system like that. The next thing is going to be, and this would probably be more so it could also be done inside of your client management system, but I'm going to say having some type of communication system. making sure that your communication and what I mean communication system, it's not.

totally about the software tool itself when I mean communication system. So when I mean communication system, part of this would be inside of your client management software or system, right? So that would be you sending out your emails and things like that inside of your CRM system, right? But when I also mean by communication system is this is about having set systems and processes in place for your communication.

So this would be for setting expectations of how you're going to communicate. One of the biggest things that I feel like customer service could go downhill very, very, very fast is by a lack of communication. Imagine someone going through and paying you for your services. And they pay you, and they paid you $2,000.

and then they don't hear anything else from you. They were so excited to go through and work with you. But then once they paid you, the communication was gone. And it may not have been because you didn't want to communicate. It could have just, you could have dropped the ball because maybe if you don't have any systems in place, you didn't notice the payment go through. Or maybe you were out of town when that payment went through.

And you weren't able to respond back to them to say, Hey, thank you for your payment. Here's the next step. And so now instantly after that payment is made, they're going to, and they don't get any type of response or anything within hours or days. They're going to start to be like, man, I got scammed. Maybe this wasn't the best decision. They're going to start process. They're going to start telling themselves all these things.

which all these things may not have been true. It might've just been simply because you didn't get around to it because you're manually going through and doing everything, right? And you don't want your people to go through and feel that way. And so of course having systems is important for that, but also setting those expectations ahead of time of

when you can expect a response. So it can even be something and that the booking scenario was really just for something that could definitely be automated. But even in a case where a client or a lead may send you an email on maybe on a Saturday or something like that, and they maybe they just had a general question. But setting those expectations up front to say, hey, I'm going to respond back to correspondence Monday through Friday from 9 a.m. to 5 p.m.

It lets them know that thank you for sending that a text or that not text. I hopefully I'm not texting. I mean, personally not texting, but I'm sending the thank you for sending that email over to me. And it was a Saturday. They get an auto responder back to say, thanks. We received it. We'll respond back to you on the next business day. But even having something upfront to let them know that, okay.

I know that I'm not going to get a response back to her on Monday until Monday. They already know it. So when they send it, they're not disappointed that you didn't respond back to you, to them. They already know because in your welcome packet, you've already put in your expectations. You've already put in your boundaries, which is another important thing. Put it in boundaries, meaning that when you start working with me, how we're going to communicate is maybe we're going to communicate an email.

We're going to communicate in the Slack channel that we created, but we're not going to DM each other on Instagram. That's not the way we're going to work, right? Whatever your boundaries are having those things actually mapped out for your clients and for your leads is going to help create a smooth experience. Again, it's going to make them feel confident that they chose the right service provider, right? And that's all that we really want to happen.

The next thing is going to be, it's gonna be your project management system or your service delivery system. And these can go just depending on the services that you provide. for example, if you are a photographer, it's more so about having your service delivery system in place. Like how are you going to deliver the end product? What is your editing process? How are they actually going to get those edited photos? Does it come with?

any type of videos, how are they going to get it? It's really gonna be about that. If you are a service provider, maybe you're a virtual assistant and you're actually maybe doing, let's say some graphics or something like that, whatever it is that you do, maybe your business is more on the project base, then how are you going to go through and manage a project? for example, with our company, a lot of times we go through our most popular services that we do for clients.

are going to be HoneyBook full setups. So with our HoneyBook full setups, this isn't just, hey, here's your service and then that's it. No, it's going to be where we create a project. Our projects are automatically created in Asana. We have an Asana template. We follow this template for each and every build. We're not reinventing the wheel. All of the projects, they go through the same process. Are there certain things that might be different from one client to the next?

Yeah, there's certain things that might be different, but in those times that they are, we still have our Asana template and we may add in that difference to that Asana board for something that might be a little bit different. But for the most part, we have a templated project that's broken down into phases. It's like nine or 10 phases and it's broken down into phases. And that's how we get the projects done. So we know exactly what to do each and every time there's no

reinventing the wheel, we've already tested out this process, this is the process that does work. And so having this project delivery, having this project system allows us to be able to create a consistent client experience throughout the process. And that's really what you want for your clients. You want to create an experience that is a wonderful, excellent experience where they are happy that they chose you to work with them.

but and to do the job for them, but also to across the board, everyone is getting the same thing. It's not that this client that they got this type of service and or but this one they pay, but hey, then you drop the ball on this one. It's going through and creating a seamless client experience that you can rinse and repeat. And so those are the three.

core systems that I recommend. So it's the client management system, it's the communication system, again, which is not just about sending communication, but setting those boundaries and setting those expectations and then your product and your service delivery, okay? we covered a lot in this particular episode. And so I want to really help you to be able to take what we talked about today.

and to start implementing systems in your business, whether you're gonna do it on your own, or I'll also tell you ways that you can go through and work with me to get more clarity and to basically increase this process and go a little bit faster here. But if you want to go through and start implementing systems today, the first thing that I recommend, so we've talked about doing the goal setting, but I also want you to start thinking about, because there's so many different little systems throughout our businesses,

It's the onboarding, it's the offboarding, it's the time management. It's so many different little systems that we can start creating in our businesses. So I want you to really start to think about as well, in addition to your goals, is I want you to start thinking about what exactly at this moment in time is costing you the most time or the most energy. And I want you to start there.

when you're thinking about a system, what system should I create first, right? What system should I create first? Think about what's taking you the most time or the most energy at this moment in time. Start mapping out your system for that first, okay? So this may include, so for example, if you know that right now in your business at this point is that,

when someone inquires about your services, maybe you're getting a ton of inquiries and you're having to shuffle through each and every inquiry you're having to go through and manually send them a response and let them know, okay, yes, I'm available on this day. And then there's this whole back and forth. Well, no, I'm not available. Okay, well, I'm available this day. And it's taking you forever to be able to go through and actually even book someone because there's so much back and forth. You're doing everything manually.

That is something that's taking you a lot of time. It's taking you a lot of energy. And also too, I want to add is also thinking about what is something that is a driver towards your goal. Right? So that would be the other point is what does a driver towards your goal? Because if you're stuck at the same, the point that I made was if you're stuck at the inquiry phase, doing so many things manually, and it's taking a lot of time and energy and.

it's making it hard for clients to be able to work with you. In order for your business to grow, you're going to have to solve that problem, right? Because if you can't solve that problem and you're just having more and more people kind of just fall off because it's like, hey, this is just too hard. ⁓ I've actually gone through and I have inquired services with other service providers and it was so hard.

to go through and actually work with this person because they don't have a scheduler and it's the back and forth. And I send an email, then you don't respond back to the email until two days later. I'm very understanding because I am a system strategist and I understand that I can see this person just needs systems. And so I'm a little understanding and I will do this whole back and forth with you for a limited.

limited time, but I am not most clients or leads that you're going to get most leads and clients. If you take forever to respond back to them, it's days and it's this back and forth and it's all of that. Most of them are just going to move on to the next person. And so if you're finding that

the thing that's taking the time, taking the energy, but you also know that as a big driver towards your goal, whether that's a revenue goal, that's a ⁓ freedom goal for you to be able to work less time, maybe you're working a nine to five and you're trying to transition over to working your business full-time. If you know that that is a big driver towards your goal, then that's something too that you might want to go through and begin working on and be one of the first things that you work on.

The next thing would be is going through and just focusing in on using tools and software that you already have. I know this is probably hard for some people, right? Because we see, and sometimes we have that shiny object syndrome where it's like, okay, I want to use something I see someone else use. It looks really cool to do. And I'm not gonna lie to you. There has been plenty of times where...

I have been in that position where, know, years and years ago where I'm like, my goodness, like for, and I'm going to give you an example here. It's like notion notion is one of those, those things that I just, I am the girl that will watch notion videos all the time. I love watching me and good notion of walkthrough on YouTube. Let me know too, in the chat or in the text me if you're listening to the podcast, if that's you, but I love listening or excuse me, watching notion tutorials.

I don't really use notion. I just think they are so beautiful the way that people, ⁓ create them in most cases. I do have some notion boards. I do not use them. I am just not a notion girl. And I think sometimes what happens is, is that we go through and we want to go through and use so many different tools. When I say that my, when I say that my tech stack is low.

It is, and I'm going to do a whole other episode about exactly what I do use. But instead of going through and using notion, I just go through and use Asana for everything when it has to do with projects, dashboards. I just use Asana and I found how to go through and build it out that actually works best for me without me trying to go through and move to the next shiny thing. And so.

Kind of keep your tech stack low, use tools that you already have access to, don't over complicate things. But I will say, if you see that you don't have a tool that you need, so like I said, client management, project management, right? If you don't have a client management tool in your pocket, then that's when I recommend getting one. If you don't have a project management tool in your pocket, do you wanna go ahead and get one, right? So not going through and over.

complicating it and just understand that progress is going to be better than perfection. When you're first starting and setting up your systems, this is not gonna be something like overnight, you're going to have your dream system built out just automatically, right? It's just going to be the most beautiful thing. Everyone is gonna go through this process. Everything is going to be automated just fine.

It's not going to happen like that. And there's a number of reasons why it's not going to happen like that. Besides just time. One of the things is testing, right? And I can talk about this in another episode if you want, but it's going to be testing too, because as you're building out your systems and then you start to streamline your systems is that you have to test them on the people that are actually going to be using it. And that's going to be your leads and your clients. And they are going to be the ones to tell you whether or not it does not.

work. Okay. So don't worry about building out something that's 15 parts, a step-by-step system and step-by-step automation. Don't do that. Right. Start at the bare minimum. Get, your systems in order. You can write this down literally, like I always say, you can write down a piece of paper, then trans take that system. Remember your systems are really like your processes and the way that you do things, the way that you do things, write them out.

Then let's move them over to some type of software or tool where we can then take those systems and then we can implement them into our businesses. Okay. So how do you start your systems today? You're going to go through, you're going to make sure that you're going to take that first bottleneck that's just tearing you up inside. And that's costing you a lot of time, costing you a lot of money. And then that's where you're going to go through and start. And you're going to start building out your processes from there.

So we talked about in this episode, just to do a quick recap, we talked about again, starting with an end goal in mind, that's your goals, just making sure that you work your way backwards. We talked about mapping out your client journey. I gave you the three core systems that I recommend that you implement in your business today to start enhancing your client journey and how you can go through and start implementing systems today by simply just starting with that simple bottleneck. So if you want to know,

From this episode, you're like, okay, Konequa, I got all of this, but I think I need a little bit of help with how to go through and actually implement this. I do offer, this is something I just started offering and I love it because so far I've done a few calls with this and it's been wonderful of how I've been able to go through and connect with service providers just like you.

But if you're listening to this episode and you're like, I still just don't know exactly where to start. Could you help me with this? Absolutely. I can help you. So I do offer free 20 minute clarity calls where I will help you identify the biggest system or tech gap in your business and give you the next step of what exactly you need to do to move your business forward.

So if you're listening again to this episode or you're watching the episode and you're like, okay, I don't know where to start. You told me where to start just based off, but I need to know for my unique business, where should I start based off my situations, my energy and all of that. Come talk to me for 20 minutes. Okay. Talk to me for 20 minutes. I can guarantee you it'll be the best 20 minutes of your business.

to help you to be able to go through and get this information, that clarity that you need to be able to spark what you need to get moving in your systems, okay? So you can go to yoursystemspro.com forward slash clarity. It would also be in the description box and show notes below to go through and book your spot. I do have limited spots for this. So if this is something that you need, definitely go through and book your spot.