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Designing Client Experiences with Amy Feierman

Once someone hands you their money in exchange for your service, your client experience gives them an immediate taste of what it will be like working with you. And you want to start off on the right foot so that there are clear expectations and no regrets. 

Today, I’m speaking with Amy Feierman about designing a client experience that puts the client first at every step and the importance of establishing a client relationship built on trust and communication. 

Ready? Let’s get started.

In this episode:

  • Identifying key touch points to enhance that will ensure a successful client relationship and lead to future referrals
  • Blending automation with a personal touch so your clients feel prioritized
  • How often to communicate with clients so that they feel reassured by the quality of your service without being overloaded with information

Listen to the podcast here:

Designing Client Experiences with Amy Feierman

Welcome, welcome. 

So today we’re going to talk about designing client relationships, which is something that’s near and dear to my heart from my OBM background. I’m really excited to jump into that conversation and probably point out some things that people don’t necessarily think about when it comes to their client relationships and experiences. 

But before we get into all that, tell us who you are and what you do on the internet. 

Thank you for having me here. 

I’m really excited to jam about client relationships with you. While I was never an OBM by title, it’s definitely the role I held in my last business. I was kind of the CEO and now I help service solopreneurs really focus on refining their client relationships so they can build a loyal client following and inspire referrals. We want to not have to think about marketing and launching and pushing to bring new people in, it’s so much easier to keep your existing client base and have them help market for you. 

Yes, absolutely. 

I had someone say to me a few weeks ago that all of her business comes to referrals and she feels like she’s doing something wrong. And she’s a service based business owner. She works in operations and whatever and I’m like, those are the best kinds of clients because you’ve already worked with the person who’s referring you. They know you, they know how you work. They know their friends, they know the people they’re recommending you to. 

People going out and saying, hey, you should hire this person is the best kind of marketing. 

Yeah, because you don’t have to do it. There’s no sales pitch. Somebody else is talking about you and telling other people how great it was to work with you. I can’t think of a better compliment than having somebody refer me to somebody else. 


So when we talk about designing a client experience, where in that process do you get people to start? Or where do you encourage people to start?

Because every single touch point you have with your client is the foundation of what that client experience is going to be. It builds on each one. Click To Tweet

What everybody talks about on the web as to what client experience is, it’s really from the first touch point with a client all the way to the end. The focus I do with my clients is from when somebody says yes to working with you to when you release them back into the world with that transformation. 

So I don’t deal with the marketing and all of that front end stuff. We really focus on when they’ve become a client. When they’ve given over dollars to you to work with you.

I think that all of the points are important there. And honestly, the basic foundational pillars that I build client relationships with my clients is the same no matter if you’re on the front side and dealing with the inbound piece, or you’re dealing with the tool working with clients. 

Because every single touch point you have with your client is the foundation of what that client experience is going to be. It builds on each one.  

Okay, so I have to go into a story for a moment here. I am looking for horseback riding lessons for my daughter. There are a couple of stables around here. The first one I contacted, I don’t even know how to put it, had this edge that you hear in their language, in their communication. And you’re just like, I really don’t want to even come visit because the language that you use to communicate in email felt harsh or off putting. 

Being intentional with how you’re doing your communication is one of those key foundational pieces. It doesn’t matter how big or how small that communication is. It is so important to be intentional with the words that you use in both video, audio, written, doesn’t matter what it is. It is being able to be intentional with what you’re saying. 

I unfortunately learned this the hard way when I was a project coordinator. My first job out of college was for a print design company and I don’t remember what the communication I sent so horribly was, but it landed me to have to have every single email I ever sent read before I was allowed to send it.

Micromanagement. I think part of that was on me and part of that was on my boss for micromanaging me but it was one of those experiences that helped me realize that our words have impact and sometimes they impact in a way that we don’t expect them to. 

Yeah, absolutely. 

And that whole thing is really a part of your brand voice, right? That’s what people mean when they talk about your brand voice and finding your brand voice and all that. It’s like, how do people feel, reading the things or watching the things that you are producing as part of your marketing materials and your teachings.

It’s your teaching. It’s even sending the receipt when they make payment. Now, it doesn’t have to be a fancy dancy email, but you still have to think about what you’re saying when you send it. You can send a four word email and have the wrong impact the same way a three paragraph email can have the wrong image. 

Really understanding that your words have an impact, no matter what stage of the client experience process you’re in.

You can send a four word email and have the wrong impact the same way a three paragraph email can have the wrong image. Click To Tweet

So we’ve gotten to a place where you’re helping clients. They’ve done all their marketing, hopefully they’re working with a marketer, or somebody who’s helping them write content that’s engaging and in their brand voice. Then they have a client who has said yes. So now technically the client relationship has begun. We now have deepened our relationship because it already began the first time they read your content. 

So what is the next step? What is it that you focus on in that nugget from getting them into the service that’s about to be offered? 

The first step is the booking process and this is one that often gets overlooked because people jump right into onboarding. The booking process is the first idea of what it’s like to work with you. That includes how easy is it for them to pay? Are you going back and forth with a lot of emails to make payment or making phone calls or whatnot? Or is it an easy, streamlined process that they can easily go through quickly on their own, without a lot of back and forth or a lot of what I call friction in the process. 

I am a systems minded person. I relate to OBMs because my brain thinks in systems and so when I look at that. Ask yourself how to take the friction out of the systems that you’re creating so that they can have a positive experience before they even have that first step of working with you. You go from booking into onboarding. We were talking about onboarding before we actually got on to record this interview and we’re both on the same page with thinking that so many people just fall flat here. 

I think the reason people fall flat in their service is because they’re thinking solely about what I need to get from the client to do the thing I need to do for them. What is it that I need, what assets, what pieces of information that they forget that they’re bringing the client into the fold of what they’re going to be doing together. 

So you as a client wonder what am I supposed to do and providers miss out on that piece. So there are so many different ways to welcome clients in a professional, personal manner. 

You want to be able to help people see the easy stuff. It doesn’t have to be overwhelming. And it doesn’t have to be different with every single client. 

The other piece that I think overwhelms people is thinking I have to redo it every single time. Please don’t.

You don’t have to do that.

One thing that I see in a lot of service provider groups is people feel like it has to be a manual birth process in order for it to feel organic and whatever. In order for it to feel high touch, it has to be manual. And that is not true.

It doesn’t have to be manual, it just has to be warm. Warm and supportive and inviting. If you can nail those things down, then you can automate the hell out of that.

That’s the word that scares people. Automation. Because they blanket it and think automation means everything’s automated. 

No, automation is taking parts of your business that are repetitive and making them so that you don’t have to do them, so that a system is in place that can send out the receipts or send out the invoices or can do each of those steps for you so that you’re not manually having to do them. 

You don’t have to lose the high touch of that feeling with automation. I really think that people blanket it and think, I don’t want any automation. You will make yourself crazy because you’re not going to be able to handle a full client load if 50%, 60%, 80% of your time is spent doing the admin work it takes to onboard or offboard clients. 

You don't have to lose the high touch of that feeling with automation. Click To Tweet

Yeah, and even if you’re paying a team member to do that, you’re wasting money if you’re not automating the parts that can be automated so that your team member can focus on doing other things. 

This is where OBMs of the world will come in and tell you to put a process in place. There’s somewhere more useful for human hours than ticking this box and manually sending this email that we can set up to send on our trigger and all that kind of thing. You can be so very high touch and still have an automated model.

Yeah. I have had a client where we automated roughly 50% to 60% of her $18,000 a year program. 

So yes, automate what you can, manually high touch the rest. And they’ll never know the difference unless you accidentally send something out with the wrong name on it. Now they know it’s a copy and paste job. Make sure you don’t do that. Otherwise, they won’t know the difference. They’ll get a delicious, wonderful, unique experience and you’ll make your life so much easier.

I think that that’s one of those pillars of building client relationships that we put to the last thing to do, which is building those systems and processes and strategies. Whether it’s creating template emails or setting up automations or workflows or steps that can make your life easier. If your life is easier, if you can bring high level experiences to your clients without having to do all the manual work, you’re actually going to be able to show up better for your clients than if you’re trying to do it all manually. Whether it’s you or your team doing it manually, if you’re trying to do it manually, your client doesn’t get as much of you.

And you might miss something.

You’re a human being with a human brain and you can’t remember everything all the time. So you have to systematize, just by writing down a step-by-step process and automate what you can so that you don’t forget anything. That’s super important. 

I’ve had negative experiences from anything that’s free to things that I’ve paid several thousands for. When it looks like you don’t have everything together because you’re trying to do it all manually,and you don’t have time to do it all manually, or you forgot a step, it puts a little crack in the foundation of your relationship with this client. 

Because now they’re like, I just gave this person money or I just exchanged energy with this person, whether I gave them my email for a webinar or gave them money for a service, and now I’m not necessarily getting the level of service I expected or the level of communication or the level of detail or whatever that I was expecting in this energy exchange. 

Now I’m thinking, did I make the right choice? Is this the direction I want to go? So that is another thing to consider. It is a very foundational piece of the client relationship because the way you handle those first 48 to 72 hours is so important to how the whole thing will go. Especially if you’re a high end service.

It is a very foundational piece of the client relationship because the way you handle those first 48 to 72 hours is so important to how the whole thing will go. Click To Tweet

Think about it. If a guy didn’t call you back in 24 hours, how would you feel? It doesn’t feel good when people don’t acknowledge, especially when there is a transfer of energy or money happening. 

I know that in the experience where I’ve had where I don’t get initial communication, that doesn’t feel good. And you do start to second guess, is this the right person? 

One of my values is communication. It comes up here and one of my biggest challenges I’ve had in dealing with things related to my house is there have been contractors that I’ve worked with where I will have them come in and give me an estimate. I don’t hear from them for two and a half weeks. Crickets. And then all of a sudden you get a thing in your inbox. Where have you been for two and a half weeks? All I need is the door replaced, why is that so complicated?

That just happened to me. This is gonna be a really weird cat lady story but I have this giant automatic litter box for cats. They’re princes, they’re very spoiled. I wanted to have this custom piece of furniture built so that I could hide the litter box in there because it’s now in a carpeted room and I didn’t want to buy the one directly from the manufacturer. 

I reached out to probably a half-dozen carpenters who could build this for me, not a single person got back to me faster than two weeks. Not a single one. And by that time, I was like, I haven’t heard for you. I couldn’t wait two weeks just for an estimate. How long is it gonna take you to actually build the damn thing? I just ordered it.

There’s the piece right there. That’s the key. If this is what it’s like to work with you, I really don’t want to work with a person who takes this long to get back to me just to give me an estimate to decide if I want to move forward. 

I couldn’t wait two weeks just to hear from you. I already ordered the one that wasn’t exactly what I wanted but works fine enough. 

So the lesson here is to be in touch. If you can’t respond right away with an estimate, say I got your message. Yes, I’m on it, I will have something for you in this amount of time and keep an eye on your inbox, or I will give you a call on x data. Being able to let them know that you received it and are working on it. Instead of leaving them in the dark. They feel like they’ve been ghosted.

You’re gonna force the client to look like a nagging helicopter client, when they may not be one, if you’re not communicating with them about something. 

I remember, I paid for a coach and she ended up getting sick so it took over a week, maybe two weeks to get scheduled for our very first call together. And no one from her team thought it would be important to reach out to me and tell me that like this was delayed because she was sick.

Those are things you need to communicate. Don’t just let somebody sit there stewing wondering what’s happening after they’ve given you their money. Don’t ghost them until you’re able to respond. 

I’m not that client who’s going to email once a week or once a day, but there are people out there like that because they’re nervous around spending that money or whatever it is. Communication is absolutely so important when it comes to this process. To instill a sense of security in your client that the thing that they pay for is going to be great. Because even if you can’t get started right away, for whatever reason, you’re still communicating with them about what’s going on.

Communication is absolutely so important when it comes to this process. To instill a sense of security in your client that the thing that they pay for is going to be great. Click To Tweet

That’s the key piece. Even if you’re not starting or if there’s something that’s come up. I know that when I was a project manager at a tradeshow design company, we were building massive tradeshow booths. There are a lot of moving parts in one of those. And we had to have the back and forth communication between the vendors creating the booth, the designers designing it, all the parts and pieces and the client to say, hey, we’ve hit this snag, here are the options we can do to fix it. 

Letting them know what was going on instead of leaving it out in nowheresville, where the client’s wondering what’s happening on my project. You’re working on this giant crane and I’m hearing nothing.

Where’s my money going? I feel like that’s usually what it comes down to. Where’s my money going? When am I going to get what I paid for? That’s what they want to know. 

The more that you can communicate about that with them, the smoother your relationship will go. However long it takes. 

You can point to this in so many different areas. It’s not just online business. It’s really everywhere. I feel like I see people making a system out of onboarding and all that stuff, I see this stuff everywhere, because everything in a business that you’re interacting with, whether you’re the consumer or whether you’re the business owner, it’s all a system. 

Honestly, if you’re in a service based business, it is the backbone of your business. Those client relationships are the backbone. Without those, you’re going to struggle to make your business move forward and grow. Making sure that you’re focusing on that backbone, that foundational piece is so important. 

Continuing on the communication route, it’s so important to communicate about action steps. Next step being action focused, even if you’re just sending an email. Say I just wanted to keep you in the loop, then they know that they don’t have any action to take. If you’re sending them an email and not letting them know what their next step is, whether it’s keep an eye on your inbox or schedule a call or these are the things I need from you, if you’re not having those intentional next steps laid out for them… 

I know that I’ve been in situations going, what am I supposed to do next? I know that you need things from me to be able to do the thing I just paid you for, or even along the course of time, and I’m getting no idea of when you need it from me, how you need it delivered, any of that. 

It’s very frustrating as a client to not realize what your role is and what the expectations are for you. 

It's very frustrating as a client to not realize what your role is and what the expectations are for you. Click To Tweet

I’ve always told my team members, the client should never have to follow up with you about something. Because you should always be updating them on the progress of things that are happening, whether it’s that you hit a snag, whether it’s that you’re still waiting on something from them. Whatever it is, they should never have to follow up with you because you should be the one proactively doing that. First. 

That was one of the things I read the other day about onboarding. At that point, once you’re done with your onboarding process, and you’re starting work, the client should have no more questions. Everything should be answered in that onboarding process. If they have questions, they know how to ask them if they do come up over time. But there should be very few, if any, especially large questions about what’s coming next. 

What can I expect and all those parts and pieces to your working relationship.

Oh, that’s such a good point. I love that. 

So when it comes to this client relationship piece, the overall thing that we’ve been talking about, the beginning of the process, what would you say that you’ve noticed in the clients that you’ve worked with that’s the one thing that tends to be missing from people? When they’re going through this whole sort of design process or client relationship process.

As people are going through it, they tend to get focused. They forget that what they’re doing is focusing on the client. And they get stuck in focusing on what they need to execute whatever it is they need to do. 

Whether they’re a coach and they’re setting up all the parts and pieces that need to happen to be able to provide the evolution that they’re trying to for their client. Or if you’re a web designer, creating a new website, they get stuck in this mind space of, Okay, I need this and this and this. What if you flip it on its head?

My coach always tells me ‘flip it on its head’. What is it that you need? What is it that the client needs from you through this process and be intentional at every single touch point that you’re having with your client. Stop before you send that email, before you have that communication, before you do the thing. What is it that the client needs to know right now? What is it that the client would benefit from here? How do I want to make the client feel when they receive this communication? 

Making it less about the action that you’re taking and more about the experience that they’re having as you’re having those communications and touch points.

I've always told my team members, the client should never have to follow up with you about something. Click To Tweet

Yeah, that’s so important. 

I see this especially in the service provider industry all the time. I’m pretty sure I saw earlier this week where service providers are like, when I get started with a client, I need all this information. 

I did this too when I first started so I think it’s pretty normal. Because in your mind, your most important thing is delivering the service that you promised. We want to deliver a good service, whatever that service is. But we’re not thinking about it from the client side. We’re only thinking about it from the deliverable side. And so we’re word vomiting things at them. 

I remember sending way too many emails about all the things that I needed at these four people. All of my early clients, if you’re listening, I’m sorry. It really was just so much.

Then I went through an experience where I was the client, and I was like, Oh, God, and I had the same thing happen to me. And I was like, Oh, god, this is so much. This is so fucking much. 

I was still in my head about some things because it wasn’t a cheap thing that I was paying for. And then on top of it, it was just like I needed everything all at once. It’s not like they weren’t communicating with me because I think that they were. But it was just a lot. It wasn’t walking through this step by step process with me.  It was like, here’s everything that we need, get it back to us in the next two weeks and I was like, oh god. 

That’s overwhelming. Think of it in anything. If you’re given a list of all the actions you need to take, those of us project managers in the world kind of get excited by that. But in general, most people are like, Oh, my gosh, overwhelming, I’m gonna go hide in a hole. Now, they don’t want to even think about it.

Because the reason they’re paying you to do the thing for them is because they don’t want to do it. You have to remember, they don’t want to do it and they’ve paid you to do that for them. 

Obviously, there’s shit that you’re going to need, in order to do your job, to do what they paid you for. You’re going to need whatever copy that you need or graphics or fonts or whatever it is that you need, you’re going to need that from them. But they’re hired you to baby step them through this process. You need to remember that you have to ease them through the process.

They're hired you to baby step them through this process. You need to remember that you have to ease them through the process. Click To Tweet

I have this picture in my head of when you’re working in an office and somebody just comes and stacks a whole pile of papers on your desk. That kind of feeling is where I feel a lot of clients can end up when you shoot so much at them all at once. 

I think it honestly comes out of fear as a service provider, especially newer service providers, who think if I don’t get all the information, I’m not gonna be able to show up the way I need to. So I need it all right now because I want to make sure that I can get it all because they’re engaged right now. 

That speaks to why it’s important to keep them engaged throughout the entire course of the project. So that if you need to ask questions, if you need additional information, they can expect communication from you and they’re going to be looking for it. Whereas if you don’t communicate with them for three weeks, your email might get lost in their inbox.

If you don't communicate with them for three weeks, your email might get lost in their inbox. Click To Tweet

Yeah, that’s so important to keep them engaged through the process, especially if it’s some sort of short term project commitment. You don’t want to communicate a lot the first week or two and then disappear for three weeks while you get the work done and then come back. 

Because either you’re gonna run into that same problem where they’re following up with you because they haven’t heard from you in three weeks. Or like you said, you’re going to reach out for a question and they’ve almost kind of forgotten that you exist and your question may not get answered in a timely manner because they haven’t heard from you in so long. 

It’s a whole process and I really like that you focus on not just the onboarding piece, but kind of every step until the work is finished. Whether that is a two week project or a six month project, it is important to design that experience for them from start to finish. One, so that it’s repeatable and two, so that your client feels supported through the whole process until the deliverable is in there. And then you can part ways and they can send you a lovely testimonial and refer business in the future. 

Let’s talk about that repeatable component for a minute because that is so essential to being able to provide an amazing client experience every single time. You don’t want to show up really well for this client over here and then fall off for this client over here. You want to be able to provide it for each of your clients at the same caliber. 

Without some kind of process in place so that you can do each of those steps, making sure you’re not missing things that you’re asking for or missing steps or communications with your client, you’re going to be able to provide a better experience and you’re going to be less overwhelmed. 

Let's talk about that repeatable component for a minute because that is so essential to being able to provide an amazing client experience every single time. Click To Tweet

Key factor: less overwhelm.

The mistake I see way too many entrepreneurs making is thinking, I just need to hire somebody. And yes, there is a time and a place to bring somebody onto your team to help you. But if you don’t know what any of that stuff is that you want to do yet, bringing somebody on just muddies the water because they’re going to have their way of thinking about doing it. And there’s this other way over here. If you need help with that, there are people who can help you figure those processes out.

There are indeed people who can help you figure out the process before you hire someone.

Don’t go and hire a VA because you think they’re going to be able to help you figure it out. Hire the right strategist before so they can figure out your system and you will know what you’re doing before you hire a VA.

I see a lot of people who go out and they hire a VA because they think, this isn’t working and I’m overwhelmed. I have a lot of stuff going on. I just need someone else to do all this stuff with me. 

The problem that they run into almost every single time is that they don’t have anything written down and they don’t have anything documented. Even if it’s just through a video, even if you’re just literally recording yourself, the next time you do something, as you do it, record what you do. 

They don’t have anything written down in order to hand off to this new team member. And so now, they’re doing all the shit they were doing before but they’re also training the team member to do the shit because they don’t have anything written down. And it just takes so much longer. They think this was a mistake to hire somebody because I still have to do it all myself because I have to show them how to do it.

Don't go and hire a VA because you think they're going to be able to help you figure it out. Click To Tweet

I’ll raise my hand because when I started my business 10 years ago, I was in that space.

Everybody has done this, I promise you. Everybody has done this at least once. It’s service provider kryptonite. We all think, I just need another person and then when we hire that other person, we realize we needed systems. 

Hiring isn’t the solution if you don’t have systems. Systems are the glue that holds everything together, especially as you start adding on people and you add on more clients. It’s one thing to do things with one client, then what happens when you go from one client to five clients. Can you do the same things you’re doing? And I totally understand that there are things you can do when you are starting out with one or two clients to start building up.

But as you start growing, you cannot keep the same systems that you had when you just started the entire course of your business. That’s not a good idea.

No. Your system should grow and change as you grow and change.  I have a couple of podcast episodes on systems that everybody should go listen to because they’re really great. 

Your system should absolutely evolve as your business evolves, just like your services evolve, just like your pricing evolves, just like your client avatar evolves. Your systems should also evolve. If they’re the same now as they were two years ago, probably sit down and have a look at those because they’re probably outdated and not serving you as well as you think that they might be.

Your system should absolutely evolve as your business evolves, just like your services evolve, just like your pricing evolves, just like your client avatar evolves. Click To Tweet

I think that that’s a piece that we miss. The fact that systems require an experienced strategy that we’re using for developing our client relationships. 

All our systems need to get reviewed. You need to look at them, whether you do it as part of your quarterly review or your annual review, it is making sure that you’re looking at the way you’re doing things. 

As I know, my business has evolved and changed significantly. I’m going to go back and look at it and go, Oh, wow, that doesn’t fit what I’m doing now. So why am I still doing it? So let’s make that shift in that change. 

Making sure that you’re paying attention to where you are and how things have evolved and changed. I have dates on my calendar every quarter now so that I’m going through and looking at how I’m doing things. Are there things that I’ve added that I can now automate because I do them consistently and I can add that piece to it. Take it off my plate. 

We’re coming up on a new quarter here soon. So people hopefully are sitting down and looking at their client experience and their client relationships. 

If they’re going to sit down and look at those, what are the three things that they need to be focusing on when they’re thinking about kind of redesigning their client experience?

The first one is to go through and look at what the touch points are that you currently make. I break this down my clients into each individual section. What does booking look like? What does onboarding look like? What does the working period look like? And what does offboarding look like? 

Each of those is going to be different. It’s overwhelming to try and do it all at once because it is a lot. I’ve actually put together a quiz that I walk people through each of these sections to ask whether they think it’s working or not, or if they’re doing certain steps of an onboarding or booking process that helps be able to say, oh, maybe I should add this thing or maybe I should look at this. 

It’s really focusing on each of those touch points within each of those phases of the client experience. Am I being intentional and am I being aware of the client’s needs? Or am I focusing solely on me, me, me? And how can I adjust that? Is that still working? Am I doing the best at communicating with my clients at all the stages and letting them know what my expectations are for what they need to do at this touchpoint, at this moment in time.

Am I being intentional and am I being aware of the client's needs? Or am I focusing solely on me, me, me? Click To Tweet

Then also looking at, okay, I send this email to every single client. So I templatized it and made it easier. So that going forward, I can copy and paste or build it into my workflow in Dubsado.

Whatever that looks like for you to make it easier. So you’re not either having to dig through your sent email to try and find the email you sent for the last client, which is like 15 to 20 minutes of work, right? We’ve all done that. So finding that or putting it somewhere where it’s easily accessible for you to be able to take and put it in there. 

Now I’m going to go on a mini rant because canned emails make me bananas. I hate that so many CRMs call them canned emails. Canned emails means there’s no personalization, there’s no warmth, they just feel like canned peas. Canned peas vs fresh peas, there’s a completely different experience. 

So I look at it and I call them template emails. Because to me, it is an email that gives you the framework of what you’re trying to say. It gives you the links that need to be there so that the client can act as what they need to. But it also is a chance for you to personalize it for each client that you work with. But instead of rewriting that email, you have a framework.

We use templated emails. Of course I do. And in my template of emails, we have the framework, but then I’ll have these phrases or paragraphs or noted bullet points in them that are highlighted in red in the document that we keep them in, so that when my team is copying and pasting them. I know which pieces I need to sit down and personalize for the client, whether it’s their name, whether it’s a specific link, whether it is a whole paragraph about what it is we’re doing together, whatever. 

I know exactly how I can personalize it, where I can slip it in. And then of course, I read through it to make sure things make sense. I am actually visually reminding myself to personalize that email for the client experience. So yeah, there’s absolutely ways you can do that. You can use a template of an email to give yourself a starting point. And then remind yourself, we should personalize this so we felt like real people.

And not like a robot. There are emails that you don’t have to do as much with, like sending a receipt. Those are pretty basic emails. But if you are saying, hey, glad to start working with you, that’s a really important touch point. You want to make sure that that email is highly personalized, but you can still have a framework to start from.

Thank you so much. I love this conversation. We’re gonna have all of your links on our show notes page. So if people want to take your quiz or find you and work with you to kind of get the ball rolling on designing either from scratch or redesigning their client experience, then they can reach out to work with you.  

Thank you so much.

It’s so much fun to jam with somebody else whose brain works like mine. 

Yes, agreed. I do love that. It’s always nice to know other people think that way. 

Alright, well have a good one.

Thank you so much again.

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About Amy Feierman

Amy Feierman guides creative entrepreneurs beyond the capacity limits of 1:1 work by broadening their impact into a 1:many community or group-focused model using her customized methodology.

By refining her natural ability to break down big ideas into manageable steps, Amy created The Offer Experience Roadmap™ for her clients as a way to help them manage and efficiently impact an expanding client-base with their expertise.

When Amy’s not in the office she is busy rock climbing, leading her local Toastmasters club, or enjoying the outdoors with her family.


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