Your business operations are always a work in progress, including your offers! While there are many parts to consider when evaluating your offers, from what you offer to how you offer to the price. In this post, we will dive into how to quickly evaluate your systems for your offers. By identifying common questions, frustration points, and areas for improvement, you can streamline your process and ensure that both you and your clients have a positive experience
Common Questions From Clients
Pay attention to any questions you repeatedly get from clients, from your onboarding process to how and what you deliver. If you routinely get the same questions from different clients, this can be an indication you can strengthen your communication in this area of your service.
A key tip here is don’t be afraid to repeat essential information such as how to log-in, timelines, and critical delivery and service responsibilities and processes.
Even if you feel like you are communicating information, if you are getting questions from clients repeatedly on certain areas of your service, you need to evaluate how and when you are communicating this information.
Consider bolding important dates/links, breaking apart communications and critical steps to your processes, and repeating information relevant to the parts of the process as you move through any multiple-step services.
I recommend keeping a google doc for each offer and cut/paste any questions that are aimed at the particulars of your service and process.
Frustration points for clients
Is there a particular point within your offer process where you might see a consistent slowdown in progress from the client or when they might seem to be less attentive to your process?
This may indicate some confusion or overwhelm for your clients with your offers. This may need to be addressed either through the communication of expectations, adjustment of timelines, further education or explanation, or breaking your process into smaller steps.
Now, one client complaining or falling off a project is not cause for a total readjustment to your offer systems or structure. But seeing a pattern means it’s worth investigating further and seeing if some adjustments might make your offer run smoother.
Frustration points for you
It is likely that frustration points for YOU, might also overlap with the first two areas I just highlighted. I mean if you are getting the same questions over and over or if clients are not returning emails/missing calls/etc that can certainly be frustrating for YOU too.
But beyond that, ensure you deliver your services in a way that you enjoy and allows you to make the most out of your business.
Areas to examine might be:
- channels/styles of communication
- time commitment
- time vs price
- structure/delivery
- delivery timeline
Eliminating unnecessary steps
Often times we can overcomplicate our systems when getting started with an offer. Here are a few examples:
We might ask for information/questionnaires we don’t actually need or utilize when we step back and examine our offers from start to finish.
We might offer pieces within our service delivery that our clients actually don’t utilize (or most clients don’t utilize). Or we might over-deliver our offer by giving our clients too much at once; our service might be better as separate offerings.
We might have our offer split into too many steps; we might be more efficient in combining several steps in a multi-step process.
These are just a few examples from when I’ve worked with clients to refine their offer process.
As I mentioned, operations are always a work in progress, and the more you work with clients, the more you can refine and optimize your process for your offers.
Want help examining one of your offers? Book a Roadblock Busting Session!
We can work through your offer, and I can help identify alternatives to how you structure and deliver that offer. Or work through any other frustrations you might have-it’s your session to get the help you need with your business operations!
Just getting started with your offers? Join me in the Hustle Happier Hub of Operations.
