client experience

When a Website Template is the Right Choice for Your Business

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Today’s episode is all about how you can know if a website template is the right choice for your business and how to choose the right one. It may seem strange coming from a website designer, but I believe that website templates are valuable resources for many businesses, especially when you’re starting out. Custom website design is a big investment of both time and money, so starting with the right template can help you move your business forward until you’re ready to take that step. I’m going to be sharing when a template might be right for your business and my tips on choosing the right template for you.

Topics Discussed:

  • How to know if you should use a website template or work with a designer for a custom design

  • Choosing the right template the first time

  • Why your website goals are important when choosing a template

  • The types of features you might need and how to think about them

  • Why it’s important to choose your website platform before looking at templates

  • Choosing a template that will grow with your business

  • Some other things to consider when choosing to use a website template

Action Steps:

  1. Make a list of the three biggest goals you have for your website

  2. Research website platforms and choose the one that will work best for your business now and as you grow

  3. Create a Pinterest board with website designs that fit your brand

Using Guides and Videos to Improve Your Client Experience

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Today I’m talking about using guides and videos to improve your client experience. As a small business owner offering one-on-one services, client experience is a huge part of how I continue to grow my business. As I’ve developed my design process, I’ve found that by using guides and video, I can better serve my clients by making things easy for them to understand and giving them a reference they can use throughout our time together and even after our projects wrap up. In this episode, I’m talking about how you can use guides and videos in your own business to the benefit of both you and your clients.

Topics Discussed:

  • How tools like guides and videos help your clients

  • The types of guides should you can use in your businesses

  • Creating  guides that are helpful, but not overwhelming

  • Why video is so important to the client experience

  • Some  ways you can use video for your clients

  • The videos and guides can you automate and the ones you need to customize

Resources Discussed:

Action Steps:

  1. If you don’t have an account with Loom, set one up.

  2. Start adding a video meeting to your on-boarding process.

  3. Create a welcome guide for clients interested in working with you.

Making Your Process Easy for Your Clients

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Today I’m talking about making your process easy for your clients. Creating a process that serves both you and your clients is the key to growing your business in a way that is sustainable and supports your big dreams. But if you’ve never put a formal process in place, it can be overwhelming to think about creating one. Here’s the good news: if you’ve worked with clients in the past, you already have a lot of the tools you need to create a process that works for you and your clients.

Topics Discussed:

  • How to create a process that works for you and your clients

  • Determining what you need to automate and what you have to do yourself

  • Why your work style matters for your process

  • Using your past and current clients to design your process

  • The importance of being flexible and making changes

  • Things you can create to make your process easier for your clients

Resources Discussed:

Action Steps:

  1. Write down all the steps you go through with a client and lay them out.

  2. See where you can automate or simplify the process, then implement one of those.

  3. Create an email template that you can customize for on-boarding a client.

Why You Need to Specialize (or why I'm not a copywriter, SEO strategist, or brand designer)

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Today I’m talking about why you need to specialize – or why I’m not a copywriter, SEO strategist, or brand designer. I’ve been learning over the past 3 years in business that it is important to specialize when you decide what it is that you want to offer in your business and who you want to work with. It doesn’t work to offer every service to everyone out there because then you can’t be known as an expert in any one thing.

Over the past three years, I have spent my time trying to figure out exactly what I could specialize in and how I could best serve the clients that I really wanted to work with. It took time and a lot of iterations of my services and website and what I wanted to offer, but as I have learned that I need to narrow down on what it is that I want to do and who I want to work with, I have also seen that my ability to serve my clients well has increased.

Today I’m going to talk through that journey with you and encourage you that if you aren’t sure if you should be specializing in one area, I really recommend that you do.

Topics Discussed:

  • How I went from offering every type of design service to focusing on website design
  • My fears as I chose an area to specialize in
  • Why I can’t offer every kind of service
  • What you should look at as you consider specializing
  • Honing in on your specific service, process, and dream client

Resources Discussed:

Action Steps:

  1. Figure out your why
  2. Narrow in on your dream client
  3. Remove any services from your website  that you don’t want to specialize in

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Designing Your Website for Your Client Experience

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Today I’m talking about designing your website to help your client experience. I know that this is an episode that might seem a little out of place because you’re wondering, ‘what does website design have to do with client experience?’ but as we go through this episode, I think that it will make more sense. It can be helpful to think about your website design and client experience together so that you’re creating something seamless that really benefits the people that you’re working with and want to work with in the future.

Topics Discussed:

  • Why you should think of your website as the beginning of your client experience
  • Creating a process that moves people from your website into your services
  • Why your client experience needs to work for you and your clients
  • Automating the client experience on your website
  • Design choices that impact client experience
  • Using feedback to make changes to your website with your clients in mind

Resources Discussed:

Action Steps:

  • Think of your website as the first part of your client experience
  • Find one thing you can automate today
  • Take a look at your navigation and make sure that its simple and easy to understand

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Outline Your Process

Write out all the steps a client takes from landing on your website to hiring you, and then anything they need on your website as the project progress

  • Finding your website
  • Learning about you and your services
  • Initial communication
  • Moving forward together
  • On-boarding
  • During your time together
  • Feedback
  • Off-boarding

Learn how you work best

Take into consideration how you work best with clients as you lay out this process so you can build something that works for you and for them

  • How do I prefer potential clients get in touch with me?
  • What steps does a client have to take before they hire me to make sure we’re a good fit?
  • When do I work and how will I respond to inquiries?

Consider your clients

  • How familiar are they with technology?
  • How do they like to communicate?
  • What questions to they ask frequently?
  • What are their expectations when they land on your website?

Automate as much as possible

  • Create an auto-responder that lets them know what the next steps are
  • Create email templates for emails you send frequently
  • Create PDFs to explain complicated topics or things they will need to reference in the future
  • Find tools that make the client experience as easy as possible (like Dubsado and Acuity)
  • Embed the client portal into your website
  • Use a CRM that allows automatic emails based on their responses (Dubsado  does this too)

Website Choices that Impact Client Experience

  • Simple Navigation
  • Colors, Images, and Layout
  • Social Proof
  • Clarity
  • Load Time
  • Easy Conversions

Test and change


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Why Your Website Matters to More than Your Clients - Website Design from a Podcast Host Perspective

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In addition to being a website designer, I’m also a podcast host and I interact with a lot of people online. I’m always looking at other people’s websites as I consider bringing them onto the show, collaborating with them, recommending them to my clients, or just trying to get to know other people in the online space.

The problem is that when people design their websites, they forget that it’s not just for dream clients – it’s also for all the other people who want to learn more about you.

If you’re considering educating, collaborating, or reaching out to more people, this episode is a great one for you. I’m going to be talking about why your website matters to more than just your potential clients and give you my perspective as a podcast host and business owner on what I look for in a website.

Topics Discussed:

  • What I look for in a website when considering a guest for my podcast
    • Up to date content
    • Image of them and bio
    • Who they serve and what services they offer
    • Way to get in touch (that’s not a contact form)
    • Areas of expertise
  • Don’t overwhelm your visitors
    • No music
    • Videos should not start automatically
    • Don’t use pop-ups on mobile
  • Present clear information on your Home page
  • Have a clear way to get in touch with you
  • If you have ads on your website, don’t embed them with your content – you want to make things easy to read
  • List your location (including your city) in multiple places on your website
  • Add visual space and clear dividers to make your content easy to read
  • Include fun facts about you, not just a boring bio
  • Use industry norms in your menu bar
  • Don’t use jargon – make your copy clear
  • Keep the design simple, but not boring

Resources Discussed:

 


5 Updates for a Higher Converting Website

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Offering Services that Others Won't

Offering Services that Others Won't

When you restrict yourself to only offering services in the industry-standard way, you might be missing out on opportunities to grow your business. I have personally found that only offering pre-set packages limits my ability to work with potential clients.

Today, I'm discussing a few ways you can offer services in your business that others will not, while still being profitable and enjoying your work.

Samantha Mabe is the owner and designer at Lemon and the Sea. She loves empowering creative women with a heart to serve to grow their business through brand and website design. Her background is in design and architecture, but she’s been creating since she could hold a pencil. Samantha is a Pittsburgh native now living in Richmond, Virginia where she spends her days designing brands and websites and her evenings watching Netflix with her husband and their dog #gambittheweshi.

CONNECT WITH SAMANTHA:

Automating the Client Experience for Great Customer Service

Today I’m going to be taklking about automating the client experience for great customer service. We’ve talked about automation in a couple of the previous episodes and you’re going to be hearing a lot more about it in upcoming episodes with guest, so I wanted to share with you my thoughts on automation including how I’ve used automation in my own business and with my clients to great a great customer experience without sacrificing the one-one-one, hands-on experience that you want your clients to have in your business.

Samantha Mabe is the owner and designer at Lemon and the Sea. She loves empowering creative women with a heart to serve to grow their business through brand and website design. Her background is in design and architecture, but she’s been creating since she could hold a pencil. Samantha is a Pittsburgh native now living in Richmond, Virginia where she spends her days designing brands and websites and her evenings watching Netflix with her husband and their dog #gambittheweshi.

Connect with Samantha:

Topics Discussed:

  • The importance of outlining your process before you start automating
  • Steps to include in your process
  • Questions to ask about how you work
  • Questions to ask about your dream clients
  • How to create email templates to help you automate without losing the personal touch
  • Using PDF Guides to share information throughout your process
  • How to create tutorial videos for your clients
  • Tools you can use to automate your client experience

Resources Discussed:

 

* Some of the links above are affiliate links, but I wouldn't recommend these tools if I didn't use them and love them.


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Why Serving Your Clients Well is Important

Why Serving Your Clients Well is Important

Today it’s just me and I’m going to be talking about why serving your clients and customers is so important. Of course, this is the basis for the entire podcast, but I wanted to talk about why I think it’s important and how I came to that conclusion in my own business.

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Samantha Mabe is the owner and designer at Lemon and the Sea. She loves empowering creative women with a heart to serve to grow their business through brand and website design. Her background is in design and architecture, but she’s been creating since she could hold a pencil. Samantha is a Pittsburgh native now living in Richmond, Virginia where she spends her days designing brands and websites and her evenings watching Netflix with her husband and their dog #gambittheweshi.

CONNECT WITH SAMANTHA:

Topics Discussed:

  • Why a business with great customer service draws you in
  • Why the clients are the basis of your business
  • Why serving well needs to come before making a profit
  • How to balance serving well and setting boundaries
  • The types of boundaries to set and where to share them
  • Finding an area of service to focus on

Resources Discussed:

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Creating a Great Client Experience with Maggie Giele

Creating a Great Client Experience with Maggie Giele

Our episode today is all about creating a great client experience and how you can do that through processes and automation to make it really easy for you to have a profitable business while still serving your clients well.

Maggie Giele is an award-winning business and marketing strategist, helping fiercely dedicated business owners slay their strategies and scale their businesses, with a sprinkle of magic.

Connect with Maggie:

Topics Discussed:

  • How to create a great client experience
  • Why you can't create a client experience without clients
  • How Maggie improves her client experience after every project
  • Ways that you can get feedback during the process
  • How to delight your client while still being profitable

Resources Discussed:

Read Full Transcript