5 Ways to Improve Efficiency of Your Customer Journey

1. Manage Expectations

2. Communicate regularly and consistently

3. Realistic timeframes

4. Always Test & Measure

5. Always Follow Up


Manage Expectations

Always fully understand your customers needs and ensure you manage those expectations to ensure both parties are on the same page. Is your customer being realistic about what they want? Have you explained clearly and politely why what they have requested is not plausible?

Communicate regularly and consistently

This is paramount. Contact your prospective promptly after they make initial contact. Ensure throughout the process that your customer is informed about what is happening and also in a timely manner. This is one of the biggest issues that Trades sadly fall down on and one of the simplest ways to keep customers happy.

Realistic timeframes

Do not be afraid to lose a job, because of timings. It is better to under promise and over deliver. If you realistically cannot do the job for 6-8 weeks or 2-3 months for example, then tell the prospective customer this. Remember Customer thinking – “Must be good at your job as you are booked up!”

Allow sufficient time in the diary to complete the job. Do not overbook the diary. It is better to have a handful of customers who become ‘raving fans’ pay their bill on time than lots of unsatisfied customers

Always Test & Measure

Ultimately, your systems and processes should always be under review. The only way you can know if you have any issues in your Customer Journey and Sales Process is about testing and measuring it.
For example, knowing how they found out about you. Monitoring how frequently the customer is being contacted and how many enquiries convert to actual sales.

Always Follow Up

Follow up should be done throughout the whole Customer Journey. For example after the Initial Awareness; after the Discovery Session if a Consultation has not been booked. If it has been booked – provide a confirmation. Most importantly follow up after the Consultation. And do not forget to follow up after the work has been completed.
By following up, you are making the customer feel important and appreciated and more than likely lead to them becoming a ‘raving fan’.

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