And keep clients coming back.
Let’s get real for a minute. Your services might be amazing, but if your client experience is chaotic, confusing, or inconsistent? That’s what they’ll remember.
The truth is, a smooth, professional client experience can make or break your business. Clients talk. And whether they’re raving or ranting depends entirely on how you lead them through your process, from the moment they fill out your contact form to the last invoice (and beyond).
In this post, we’re breaking down three key ways to enhance your client experience, so you can earn more referrals, get glowing testimonials, and build a business that runs like a high-functioning machine.
Disclaimer: I may earn a small commission when you use my coupon code/link to any products or services from this website. I care about integrity, so you should know I only offer affiliate links for resources/programs I’ve personally used and loved in my business and my client’s businesses. Please only buy what you need, but rest assured knowing your support helps keep this content flowing!
1. Set the Tone from the Start
(AKA Pre-Booking Matters More Than You Think)
The client experience begins before they become a client.
Once someone hits “submit” on your contact form, they should immediately feel like they made the right move. This won’t happen by sending a generic email or taking three days to respond. Instead, you need to set clear expectations, show up professionally, and make it easy for them to take the next step.
Here’s how to streamline this stage:
- Use a CRM system to send an automated but personalized response with your availability, process, or a scheduling link.
Try one of our favorite CRMs for service providers:
→ HoneyBook
→ Dubsado
→ Aisle Planner
- Include a pre-written brochure or pricing guide that answers their top FAQs and guides them toward booking
- Use a scheduler like Acuity or one that is built into your CRM to avoid the back-and-forth
Remember: you’re not just providing info, you’re building trust.
2. Nail the Onboarding Experience
(Don’t Leave Them Wondering “Now What?”)
So they booked—YES! 🎉 However, what happens after the invoice is paid is what ultimately determines how confident they feel about working with you.
Client onboarding is your opportunity to:
- Ride the wave of momentum and excitement
- Set boundaries and expectations
- Deliver the first “wow” moment
Here’s what we recommend:
- Send a Welcome Email with next steps, timeline, and a link to a shared folder or client portal
- Assign tasks or milestones using a project management tool like ClickUp
- Use your CRM to automate reminders, questionnaires, or onboarding forms
📌 Rebel Tip: Want to build an onboarding system that runs without you babysitting every step? Check out Forms & Flows—a drag-and-drop platform for building interactive forms, workflows, and proposals that integrate with your CRM and give your clients a polished experience from the jump.
3. Wow Them After the Project Ends
(This Is Where the Magic Happens)
Most businesses ghost clients the moment the final deliverable is sent out. But smart businesses? They follow up, ask for feedback, and maintain a warm relationship.
This final phase is where you:
- Collect testimonials or case study info
- Ask for referrals or introduce an affiliate program
- Leave the door open for future work or a retainer
You can automate this using your CRM with post-project check-ins, thank-you gifts, or testimonial forms.
📌 Rebel Tip: Need legally sound contracts for testimonials, affiliate programs, or content use? Check out The Foundry by The Creative Law Shop® (save 10% using code BROOKEOLSEN10). Their customizable, attorney-drafted contracts take less than 15 minutes to personalize, and come with AI-powered legal help so you know exactly what you’re sending (without the four-figure attorney bill). It’s contracts made easy.
Bonus: Your Client Experience = Your Reputation
When clients feel supported, respected, and clearly guided, they’ll tell their friends. And that’s how you start to build a business that grows on referrals instead of hustle.
And if you’re ready to elevate your experience across the board?
👉 Start by upgrading your tools:
– HoneyBook
– Dubsado
– ClickUp
– Forms & Flows
– The Foundry by The Creative Law Shop® (Use code BROOKEOLSEN10 to save 10%)
Final Thoughts
Creating an elevated client experience doesn’t require a massive team or a 10-step funnel. It just takes a little strategy, the right systems, and a mindset that puts your client’s journey first.
At Rebel CEO™, we build systems that support your success, so you can wow clients, book more work, and never drop a ball again.
Need help implementing all of this?
→ See What Systems We Build
→ Grab the CRM Success Checklist to get started today
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