Web Business Weekly #91

Are you making it difficult for your clients to work with you?
It’s really easy to do this unintentionally.
You might set up a process in your business that clients are expected to follow… but without realising, have made life even more difficult for your clients. This can lead to them being frustrated with you.
I thought of this because I had an experience with a common booking tool -Book Like a Boss. It was on AppSumo a while back so lots of people got a lifetime deal for it.
There’s a big user experience problem with it: It doesn’t automatically send calendar invites. Long story short, the end result is that it’s VERY easy for clients to book in and forget… because it’s not on their calendar.
When I still used this tool, I had tons of no-shows. The reason why didn’t make sense until I used it as a client. And then it was REALLY obvious.
It made me think how many other things we do that make life more difficult for clients.
Some things might be:
  • Making them log into project management systems
  • Excessive questionnaires and info gathering
  • Hard to read proposals
  • Vague processes or reporting
  • Poor communication
And so on. There are a LOT of touch points that can cause frustration for your clients.
How can you make each of these easier for them?
I’d bet that by addressing each touch point, your clients will be much happier, give better testimonials and make them more likely to refer.
Food for thought.

James Rose

James is the co-founder of Content Snare and Aktura Technology. Once a web designer, his new priority is to help web designers and developers regain their lives, work less and get better clients.

He does this by writing helpful posts, building software and working with web designers to deliver the complex web development that they don't normally handle.

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