You Must Make Things Easier for Clients
Whenever I start working with a business, one of the first things I want to do is take a look at how they are onboarding their clients. This tends to be one of the biggest opportunity areas we can unlock growth in your business.
A hard truth: Your competition won’t beat you by providing a better service, they’ll beat you by making it easier for their clients to get what they want.
Additionally, the way a company is onboarding their clients tends to be a pretty good reflection of what it is truly going to be like to work with this business.
From onboarding to service delivery to communication, helping your clients get what they want as easily and quickly as possible is how you win in this current market.
Some truths from this episode:
You must prioritize value and speed.
Our most effective tool in the marketplace is value delivered at speed. People want what they want when they want it. If it takes us too long to get them what they want, they won’t make it through our process.
2. Reducing as much friction (or, stated another way, asks) of the client is one of the biggest tools in our disposal to get more people through our funnel.
Anytime we have an ask of the client, it introduces a potential knock out point where they will exit, rather than continuing on. So we want to be thoughtful in the friction introduced in our client lead flow.
3. It is better to have more leads to work through than to have not enough.
Yes, this may mean having to tell people no. But this also puts you in a position of leverage: you have more options and more choices, because you have more potential clients to choose from.
4. Streamline your onboarding process.
If our goal is to give people their time back, that must be reflected in the way we actually onboard them.
Michelle Kline is the founder of DogCo Launch and host of the DogCo Secrets Podcast. Michelle spends her time helping pet care companies in the industry grow and scale their pet care teams, increase their revenue, and increase personal profits — all while protecting their time. Learn more about Michelle here.
Do you want to scale your pet care business? Consider joining us at the DogCo Business Summit, the first pet care conference focused exclusively on business scaling. Learn more at dogcosummit.com.