An Empathy-Based Team and Client Experience Will Take Your Business to The Next Level
Whether you’re selling a service or selling a product, your business exists to serve your clients and your team (even if that team is only you). To stay in business–regardless of what you sell–you need to focus on serving your clients and your team.
To best serve them, we recommend putting yourself in their shoes. What do your clients experience when they work with you? What does your team experience working for you? An empathy-based approach will ensure both are considered at every stage of every process.
A simple example of how to implement this approach would be through a website intake process for a service-based business.
1.) A Prospective Customer Lands on Your Website
If a prospective customer is on your site, they likely want to learn more about you or something you’re offering. Make sure those things are instantly clear in your messaging. No matter how niche your business or clientele, anyone should be able to quickly understand what your business offers when they land on your site.
2.) They Want to Engage
If that prospective customer likes what they see on your site, they might also want to get in touch with you. Have a “Contact Us” or “Book a Call” button in prominent places on your site, as well as in the header and footer of your site.
And if your button says “Book a Call,” have it redirect to an online scheduler, like Calendly. Depending on your industry and clientele, you may also want to include your phone number or email address on your contact page. That can potentially expose your business to more spammers, but many businesses have no choice if they want to engage their leads.
3.) Are They A Fit?
Ask some questions through your contact form or scheduler to find out. Figuring out if someone is a fit before you get on a call with them will allow you to go much deeper into the problem they’re hoping you can solve on the call. And if you can’t help them solve their problem, you can let them know immediately.
4.) What Do We Do Now?
This is where the magic of software comes in. Your contact form submission can trigger:
A confirmation email that lets the prospective customer know when they can expect to hear from you or your team
An email sent to the submitter with information and resources for them to review in the meantime
An automation in your project management tool that creates follow-up tasks for you and your team–including responding to the prospective customer
By the time you or your team get on the first call with the prospective customer, everyone involved will feel prepared for the conversation and set up for success.
This friction-free experience is made possible by using an empathy-based approach–combined with smart systems design–that considers what each stakeholder will experience and need at each step of the process.
If you’re not there yet with your operations, know that it can take time to see the possibilities and dial this in.
An empathy-based approach is part of our ethos here at For the Love of Systems, and we're here if you ever want to chat about how to integrate it into your operations.