Client Experience
The ClientExperiencePlaybook
A practical guide to creating a more consistent client experience without carrying every part of it yourself.
Free
One email field. It opens on the next screen.
What's actually happening
Your clients can be getting real results and still be having an experience that changes depending on what you remember, what you personally catch, or how busy you were that week.
Nothing looks broken. The work gets done. The client is happy.
Meanwhile you're the one remembering the next step, checking the handoff, answering the question your process should probably answer, and stepping back into things you thought you handed off.
Good client experience. Entirely too much owner experience behind it.
That's the part this looks at.
What you'll work through
- 1
What your clients are actually experiencing
Start to finish, from their side instead of yours.
- 2
Where the consistency breaks down
The places where it depends on who happens to be paying attention.
- 3
What still depends on you personally
Mark the steps only you can do today. That list is the real one.
- 4
How responsibilities are actually carried
Who owns what, as it actually works, not as you would describe it.
- 5
How one recurring process moves
Pick one thing you do over and over and follow it all the way through.
- 6
Where the money and the experience touch
Quoting, invoicing, paying. The parts clients feel the most.
Who's this for
Service based businesses led by one person. That includes owners with a VA, contractors, or lean support.
You can have help and still be the place all the context lives.
This isn't going to tell you which software to buy, and it isn't going to diagnose your business from a PDF. It helps you see what's actually happening first. That's enough to start.
Questions I get asked
How do I get it?
Put your email in and the Playbook opens right away. The link comes by email too, so you can come back to it whenever.
Do I have to print it?
No. Work through it on a screen or print it, whichever one you'll actually finish.
How long does it take?
About thirty minutes if you move. Longer if you keep stopping to write things down, which is usually the useful version.
What happens after?
You get one email asking what you found. If you want to do something about it, we can talk.
Found yourself all over the page?
There's a difference between being involved because your expertise matters and being involved because nothing can move without you. If you went through this and kept marking your own name, let's look at what you found.