{"id":33618,"date":"2021-06-14T07:00:00","date_gmt":"2021-06-14T11:00:00","guid":{"rendered":"https:\/\/honeybook.site.strattic.io\/?p=33618"},"modified":"2023-05-31T13:42:48","modified_gmt":"2023-05-31T20:42:48","slug":"create-inclusive-client-experience","status":"publish","type":"post","link":"https:\/\/hbb.dev.reliablepenguin.com\/blog\/create-inclusive-client-experience","title":{"rendered":"How to enhance your client experience with inclusivity"},"content":{"rendered":"\n<p style=\"text-align: center;\"><em>Learn how to create an inclusive client experience that includes options for everyone. Enhance your business inclusivity with simple processes you can automate.<\/em><\/p>\n\n\n\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-33820\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header.png\" alt=\"Two black women sit facing each other with a laptop open at a table. Graphics to their right show emails being sent back and forth\" width=\"2400\" height=\"1256\"><\/p>\n<p><span style=\"font-weight: 400;\">From your leads to your long-term partnerships, providing an inclusive experience for your clients will help you meet and exceed their expectations. It\u2019s easier than you think, and it doesn\u2019t have to mean adding more resources or offerings. Instead, it\u2019s as simple as ensuring you\u2019re providing the same access, information and interactions to each client, every time. A process that offers equal opportunities can set your business apart and become a well-known part of your brand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ensuring everyone is treated equitably will create a joyful and stress-free experience that the community will come to know you by. Building a <a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/inclusive-client-experience\">client experience with inclusivity<\/a> in mind will also attract a bigger pool of potential clients. Without alienating anyone, you can ensure a steady flow of new and returning clients who know they\u2019ll be well taken care of.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But what goes into the client experience? It\u2019s beyond simply how you communicate and includes meeting different needs and providing the best value for your services. To start, ask yourself the following questions: <\/span><\/p>\n\n\n\n<div class=\"wp-block-ugb-accordion ugb-accordion ugb-1414ca9 ugb-accordion--v2 ugb-accordion--design-basic ugb-main-block\" aria-expanded=\"false\"><style>.ugb-1414ca9 .ugb-accordion__title{color:#313131}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-accordion__item\"><div class=\"ugb-accordion__heading\" role=\"button\" tabindex=\"0\"><p class=\"ugb-accordion__title\"><strong>What is your current process for vetting clients?<\/strong><\/p><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 20 20\" class=\"ugb-accordion__arrow\" width=\"20\" height=\"20\"><path d=\"M16.7 3.3L10 10 3.3 3.4 0 6.7l10 10v-.1l10-9.9z\"><\/path><\/svg><\/div><div class=\"ugb-accordion__content\" role=\"region\"><div class=\"ugb-accordion__content-inner\">\n<p>Evaluating a good client fit should be based on factors like budget, timeline and whether your capabilities match what they\u2019re looking for in a provider. Be sure to treat everyone respectfully without assumptions, and treat the leads you turn down with the same respect you\u2019d offer to new clients.<\/p>\n\n\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-accordion ugb-accordion ugb-1cf48bc ugb-accordion--v2 ugb-accordion--design-basic ugb-main-block\" aria-expanded=\"false\"><style>.ugb-1cf48bc .ugb-accordion__title{color:#313131}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-accordion__item\"><div class=\"ugb-accordion__heading\" role=\"button\" tabindex=\"0\"><p class=\"ugb-accordion__title\"><strong>Do you have an established process for each client?<\/strong><\/p><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 20 20\" class=\"ugb-accordion__arrow\" width=\"20\" height=\"20\"><path d=\"M16.7 3.3L10 10 3.3 3.4 0 6.7l10 10v-.1l10-9.9z\"><\/path><\/svg><\/div><div class=\"ugb-accordion__content\" role=\"region\"><div class=\"ugb-accordion__content-inner\">\n<p>Though specific details may change, an ideal experience includes standards for everyone. For instance, if you\u2019ve given free consultation calls to some clients, every new lead should be able to expect the same experience.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-accordion ugb-accordion ugb-36119ef ugb-accordion--v2 ugb-accordion--design-basic ugb-main-block\" aria-expanded=\"false\"><style>.ugb-36119ef .ugb-accordion__title{color:#313131}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-accordion__item\"><div class=\"ugb-accordion__heading\" role=\"button\" tabindex=\"0\"><p class=\"ugb-accordion__title\"><strong>Do clients often ask you for the next steps, or do they understand what to expect throughout the project timeline?<\/strong><\/p><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 20 20\" class=\"ugb-accordion__arrow\" width=\"20\" height=\"20\"><path d=\"M16.7 3.3L10 10 3.3 3.4 0 6.7l10 10v-.1l10-9.9z\"><\/path><\/svg><\/div><div class=\"ugb-accordion__content\" role=\"region\"><div class=\"ugb-accordion__content-inner\">\n<p>Even if things change, your clients should be aware of each step in the process. Diligent communication will ensure your client knows what to expect and is assured their needs are met throughout.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-accordion ugb-accordion ugb-f142961 ugb-accordion--v2 ugb-accordion--design-basic ugb-main-block\" aria-expanded=\"false\"><style>.ugb-f142961 .ugb-accordion__title{color:#313131}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-accordion__item\"><div class=\"ugb-accordion__heading\" role=\"button\" tabindex=\"0\"><p class=\"ugb-accordion__title\"><strong>Do you offer accessible options to all of your clients?<\/strong><\/p><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 20 20\" class=\"ugb-accordion__arrow\" width=\"20\" height=\"20\"><path d=\"M16.7 3.3L10 10 3.3 3.4 0 6.7l10 10v-.1l10-9.9z\"><\/path><\/svg><\/div><div class=\"ugb-accordion__content\" role=\"region\"><div class=\"ugb-accordion__content-inner\">\n<p>Ensuring all people can engage with your business increases your chances of landing more clients. At the start of each project, capture your client\u2019s communication preferences to help meet their needs, and offer a variety of options like email, phone and video calls. Some may prefer email if their work hours differ from yours, while others may prefer video calls where they can see you while communicating. For your primary communication methods, offer live transcriptions or closed captioning whenever possible, such as on Zoom. You can also send a call agenda to each client along with their confirmation email.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p><span style=\"font-weight: 400;\">These questions are just a start. No matter how you answered, there\u2019s likely room to improve your client experience with inclusivity in mind. As businesses grow and change, it\u2019s always beneficial to reevaluate your processes. Use some of our tips below to address opportunities to create an inclusive client experience from start to finish &#8211; we promise both you and your clients will notice a difference!<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Make the first impression matter<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Your clients\u2019 first impression begins before you even have the chance to communicate with them. Regardless of your industry, potential clients will likely be conducting research on your social media profiles, website, review pages and more. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure visitors have all the information they need to reach out to you, such as project examples and services offered. Beyond your business information, let your audience get to know your brand through your tone of voice on social media and the type of content you share. Let your personality shine!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once someone knows they\u2019re interested enough to reach out, it should be easy for them to get that ball rolling. Create a simple contact form that you can embed on your website, share via email or link across social media. Don\u2019t scare off your potential leads by asking them to do too much work too soon &#8211; just get the basic information you\u2019ll need to follow up, such as name, project type, budget, timeline and contact information. You can also ask for optional communication preferences at this step, including their preferred pronouns and method of communication.&nbsp;<\/span><\/p>\n<p><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\"><img decoding=\"async\" class=\"alignnone size-full wp-image-33816\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Automated-email-workflow.png\" alt=\"Laptop screen showing a HoneyBook email automation workflow with steps to send the email\" width=\"2048\" height=\"1072\"><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Once that first inquiry comes through, an automated email is a great way to treat every lead the same and let them know you\u2019ve received their request in a timely manner. To more quickly move this potential client along in your process, include a link to <\/span><span style=\"font-weight: 400;\">schedule an initial call with our<\/span> <a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/meeting-scheduler\"><span style=\"font-weight: 400;\">online meeting scheduler<\/span><\/a><span style=\"font-weight: 400;\"> or consultation in that first email. If you want more information before meeting with them, you can also include a <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/questionnaire-how-to\"><span style=\"font-weight: 400;\">project questionnaire<\/span><\/a><span style=\"font-weight: 400;\"> to help vet if there\u2019s a good client fit. Whatever you choose, automating that first touchpoint is a crucial time-saving step that will help you hold on to leads who are speaking with many different vendors. Importantly, it also ensures everyone has the same initial interaction with your business.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The <a class=\"wpil_keyword_link\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/honeybook-automations\" target=\"_blank\" rel=\"noopener\" title=\"HoneyBook Automations\" data-wpil-keyword-link=\"linked\">HoneyBook Automations<\/a> feature makes it easy to streamline this early stage in your booking process. With the contact form on your website, new inquiries will drop right into your HoneyBook Pipeline, and when they do, your customized workflow will trigger the first email. Try building out an automation for each project type, including <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/multiple-contact-forms-better-one\"><span style=\"font-weight: 400;\">unique contact forms<\/span><\/a><span style=\"font-weight: 400;\">. By linking your contact forms with each project type, you can send a more personalized email to each potential client while maintaining an automated process. <\/span><\/p>\n\n\n\n<div class=\"banner banner--light banner--workflow\">\r\n<div class=\"banner__text-container\">\r\n<h2 class=\"banner__title\">Automate your first touchpoint<\/h2>\r\n<a class=\"banner__cta\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\">Learn More<\/a><\/div>\r\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Offer the same information to all your leads<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Though it sounds intuitive, it\u2019s easy to forget to send information when you don\u2019t have a process in place. Especially if your business offers a variety of services or project types, you may unconsciously spend more time cultivating the leads that are interested in bigger projects vs. those asking for lower-cost services. This is where spending time up-front on your client experience will pay off in the long run.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead of waiting until you\u2019re asked about your services, spend the time putting together a variety of <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/free-brochure-templates-professionally-designed-easy-to-use\"><span style=\"font-weight: 400;\">business brochures<\/span><\/a><span style=\"font-weight: 400;\"> tailored to each type of project or package that you offer. Your brochures might include project examples, case studies, testimonials and pricing breakdowns. Within your brochure design, take the opportunity to lead with inclusion as well. Showcase project examples, case studies and testimonials that represent your clients\u2019 diversity. Also, be sure to use inclusive language that\u2019s applicable to all clients.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure your brochure is a great reference for clients to take the next step toward working with you. If some clients need to conduct additional research on their own, it isn\u2019t an equal process to those who have everything they need in one place. It\u2019s a win-win for all when your leads feel informed about what you have to offer, and they may even decide to choose more services than previously planned. <\/span><\/p>\n\n\n\n<div class=\"wp-block-ugb-container ugb-container cta-pro-tip ugb-0041221 ugb-container--v2 ugb-container--design-basic ugb-main-block\"><style>.ugb-0041221-wrapper.ugb-container__wrapper{padding-top:0 !important;padding-bottom:0 !important}.ugb-0041221-wrapper > .ugb-container__side{padding-top:35px !important;padding-bottom:35px !important}@media screen and (min-width:768px){.ugb-0041221.ugb-container{padding-top:0px !important}}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-container__wrapper ugb-0041221-wrapper\"><div class=\"ugb-container__side\"><div class=\"ugb-container__content-wrapper ugb-0041221-content-wrapper\">\n<div class=\"wp-block-ugb-columns ugb-columns ugb-c9eef97 ugb-columns--design-plain ugb-columns--columns-2 ugb-main-block\"><style>.ugb-c9eef97 > .ugb-inner-block > .ugb-block-content > .ugb-columns__item{grid-template-columns:0.20fr 1.80fr !important}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-columns__item ugb-c9eef97-content-wrapper\">\n<div class=\"wp-block-ugb-column ugb-column ugb-381f79f ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-381f79f-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2023\/03\/asset-4.svg\" alt=\"\" class=\"wp-image-83436\"\/><\/figure>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-column ugb-column ugb-97eb796 ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-97eb796-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<h4 class=\"wp-block-heading\"><strong>Pro tip<\/strong> <\/h4>\n\n\n\n<p>Even if you\u2019re endlessly busy, don\u2019t let your leads find out! Set up <a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\">automated emails<\/a> to send out a few days after they\u2019ve received your brochure and haven\u2019t responded. This will show everyone that you care about their project &#8211; whether it\u2019s big or small\u2014and they\u2019ll appreciate the personal touch after receiving all the information from your brochure.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Set clear expectations for each project<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Congratulations, you\u2019re about to book a new client! If they\u2019ve chosen a project from your brochure and are ready to move forward, it\u2019s time to send out a proposal. When you send out your <\/span><span style=\"font-weight: 400;\">service proposal using our<\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/proposal-software\"><span style=\"font-weight: 400;\"> proposal software<\/span><\/a><span style=\"font-weight: 400;\">, use it as a way for your clients to get to know you better. Take advantage of customization options like adding a unique header image to your invoice and including your brand colors throughout. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The proposal also ensures your clients are aligned with the upcoming scope of work through your contract as well as the payment expectations outlined in your invoice. The HoneyBook proposal combines the <a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/online-contract\">online contract<\/a> and invoice to help expedite your onboarding process and set a high level of professionalism that all clients will appreciate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Though you\u2019ll want to include the necessary legal jargon surrounding your business and services, you can also include the full scope of work inside your contract. Include everything they\u2019ve selected from your brochure or anything you\u2019ve agreed on via email or phone. If your project includes a set date or timeline, be sure to include those as well. If the project timeline is more fluid, assign your scope of work to set milestones so your clients can see what the project pipeline will look like.<\/span><\/p>\n<p><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/free-brochure-templates-professionally-designed-easy-to-use\"><img decoding=\"async\" class=\"alignnone wp-image-33875 size-full\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Automated-emails_Workflow-_USE-ME.png\" alt=\"Laptop screen showing HoneyBook brochure for a designer with core services and consultation prices\" width=\"2402\" height=\"2326\"><\/a><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Incorporate price transparency within this step by laying out your scope of work and corresponding costs with more detail inside your invoice. Make sure your clients understand what they\u2019re paying for and what they can expect at each milestone as well as at completion. When you send your proposal, allow the opportunity for questions so your clients know they can double-check the scope of work or cost with you before they sign and pay.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even though we\u2019re talking about client experience, don\u2019t forget that expectations go both ways. Discover what you can expect from your client through informational questionnaires. A standard onboarding questionnaire should give you everything you need to move forward with the project, while also removing unconscious bias about what you think your client will want or need. <\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Open the door to ongoing communication<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">From the start of the project, establish the best way to communicate at each step. To make communication more inclusive, offer alternatives to everyone along with your primary methods. You can prepare an outline of each option that\u2019s easy to send right off the bat. For example, some clients may require written communication along with any video meetings or calls. Many video conferencing tools offer automatic captioning, and you can also send your meeting notes as a summary afterward.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to meetings, make it easy for everyone to schedule time with you. Using the <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/meeting-scheduler\"><span style=\"font-weight: 400;\">HoneyBook scheduling feature<\/span><\/a><span style=\"font-weight: 400;\">, you can provide an accurate view of your calendar to make sure you\u2019re not prioritizing any one client\u2019s time over another. Within the scheduler, let your clients choose the communication method that works best for them, and offer as many options as possible. You\u2019ll still be able to maintain control over your schedule by customizing events by day and time.<\/span><\/p>\n<p><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/meeting-scheduler\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-33822\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/ongoing-communication.png\" alt=\"Two women site at a table looking down at an iPad during a client meeting\" width=\"800\" height=\"450\"><\/a><\/p>\n<p><span style=\"font-weight: 400;\">For example, you can set all initial calls so they\u2019re only on Mondays or Fridays and last 30 minutes, which frees up your calendar for ongoing client meetings. For questions and new requests, establish a set turnaround time so they know when they can expect a response &#8211; unanswered emails can be a source of friction in your client experience.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you use Gmail, HoneyBook makes it easy for you to view all your client activity in one place. With seamless Gmail integration, you can keep track of your project while also maintaining your flow of communication. Through the <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/mobile-app-updates-2021\"><span style=\"font-weight: 400;\">HoneyBook app<\/span><\/a><span style=\"font-weight: 400;\">, it\u2019s always easy to stay in touch even when you\u2019re on the go. <\/span><\/p>\n\n\n\n<div class=\"wp-block-ugb-container ugb-container cta-pro-tip ugb-1a2f8cb ugb-container--v2 ugb-container--design-basic ugb-main-block\"><style>.ugb-1a2f8cb-wrapper.ugb-container__wrapper{padding-top:0 !important;padding-bottom:0 !important}.ugb-1a2f8cb-wrapper > .ugb-container__side{padding-top:35px !important;padding-bottom:35px !important}@media screen and (min-width:768px){.ugb-1a2f8cb.ugb-container{padding-top:0px !important}}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-container__wrapper ugb-1a2f8cb-wrapper\"><div class=\"ugb-container__side\"><div class=\"ugb-container__content-wrapper ugb-1a2f8cb-content-wrapper\">\n<div class=\"wp-block-ugb-columns ugb-columns ugb-1ee9ca9 ugb-columns--design-plain ugb-columns--columns-2 ugb-main-block\"><style>.ugb-1ee9ca9 > .ugb-inner-block > .ugb-block-content > .ugb-columns__item{grid-template-columns:0.20fr 1.80fr !important}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-columns__item ugb-1ee9ca9-content-wrapper\">\n<div class=\"wp-block-ugb-column ugb-column ugb-800df99 ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-800df99-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2023\/03\/asset-4.svg\" alt=\"\" class=\"wp-image-83436\"\/><\/figure>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-column ugb-column ugb-c41d3b5 ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-c41d3b5-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<h4 class=\"wp-block-heading\"><strong>Pro tip<\/strong> <\/h4>\n\n\n\n<p>Add your business hours to a <a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/email-signature\">custom email signature<\/a> so clients know when to expect a response. Doing so can help maintain your personal and professional boundaries while still maintaining open communication with all clients.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Create a set process for all<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">As you\u2019re working through each project, maintain as much of a standardized experience as possible. Though project details may vary, your overall pipeline should align with the scope of work outlined in your contract and maintain the same milestones for each client. With more automation, it can also free up your time to better accommodate clients who have additional needs. Without a standardized baseline, you won\u2019t have as much opportunity to scale and grow your business since it can be too difficult to juggle each different client and project.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We mentioned using automations to create an excellent first interaction with clients, but you can also use them to maintain your internal workflow. For example, if you\u2019re a graphic designer, you might have a proofing stage in your pipeline where each client will receive a proof of their design along with a contract for sign-off. Using the HoneyBook Automations feature, you can add a task to remind yourself that this process milestone is approaching. Keeping yourself organized in this way will ensure all clients receive their proof in a timely manner.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can also set up <\/span><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\"><span style=\"font-weight: 400;\">email automation<\/span><\/a><span style=\"font-weight: 400;\"> to remind your clients about the terms in your contract at relevant stages in your working relationship. Doing this can help protect your business from liability while also holding you accountable to create an inclusive experience.&nbsp;<\/span><\/p>\n<p><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-33818\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Email-automation.png\" alt=\"Laptop showing HoneyBook email automation with the steps to automatically send a contract\" width=\"2048\" height=\"1072\"><\/a><\/p>\n<p><span style=\"font-weight: 400;\">For the example of a graphic designer delivering a proof, this is a great time to include an automated email reminder about the revision policy. Not only does this help set client expectations, but it also ensures everyone receives the same project experience.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Always ask for client feedback<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">The client experience doesn\u2019t end when the final payment goes through or when you send the final deliverables. Instead, you\u2019ll want to include a project wrap-up as one of your final touchpoints. Treat your past and present clients as the best source of truth for understanding what does and doesn\u2019t work in your process. Prepare a project wrap-up questionnaire to go out in a timely manner while their experience of working with you is still fresh in their minds.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Within your questionnaire you can ask specific questions to understand their level of satisfaction as well as what should be improved. Include a variety of answer options as well as open-ended questions so that clients have plenty of opportunities to provide feedback. Also, be sure to ask for a testimonial quote that you can use within your marketing efforts. Treat this step as an important part of your workflow, and don\u2019t close out the project until you\u2019ve sent out the email with your questionnaire. <\/span><\/p>\n\n\n\n<div class=\"wp-block-ugb-container ugb-container cta-pro-tip ugb-a759d6e ugb-container--v2 ugb-container--design-basic ugb-main-block\"><style>.ugb-a759d6e-wrapper.ugb-container__wrapper{padding-top:0 !important;padding-bottom:0 !important}.ugb-a759d6e-wrapper > .ugb-container__side{padding-top:35px !important;padding-bottom:35px !important}@media screen and (min-width:768px){.ugb-a759d6e.ugb-container{padding-top:0px !important}}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-container__wrapper ugb-a759d6e-wrapper\"><div class=\"ugb-container__side\"><div class=\"ugb-container__content-wrapper ugb-a759d6e-content-wrapper\">\n<div class=\"wp-block-ugb-columns ugb-columns ugb-6e5980e ugb-columns--design-plain ugb-columns--columns-2 ugb-main-block\"><style>.ugb-6e5980e > .ugb-inner-block > .ugb-block-content > .ugb-columns__item{grid-template-columns:0.20fr 1.80fr !important}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-columns__item ugb-6e5980e-content-wrapper\">\n<div class=\"wp-block-ugb-column ugb-column ugb-40713ce ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-40713ce-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2023\/03\/asset-4.svg\" alt=\"\" class=\"wp-image-83436\"\/><\/figure>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-ugb-column ugb-column ugb-8a4dad2 ugb-column--design-plain ugb-main-block\"><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-column__item ugb-8a4dad2-column-wrapper\"><div class=\"ugb-column__content-wrapper\">\n<h4 class=\"wp-block-heading\"><strong>Pro tip<\/strong> <\/h4>\n\n\n\n<p>Include a call to action inside your questionnaire to have your clients copy and paste their responses in an online review site such as Google, Facebook or Yelp. Reviews can help improve your SEO and credibility within your industry.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Be remembered for business inclusivity<\/strong><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Being more inclusive offers a better experience for everyone who interacts with your business. In return, business inclusivity will help you grow as more and more people choose to work with you. Keep in mind that word-of-mouth referrals are always a powerful way to gain new clients, and the experience is a huge part of what clients will consider when deciding to refer or not.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Think about what would happen if your clients were all in the same room together. Would they be able to all talk about the same experience, or would there be differences? Ideally, your clients will want to refer you to others because they know everyone will be treated to the same level of care and expertise.&nbsp;<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-33827\" src=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/be-remembered-for-inclusivity.png\" alt=\"\" width=\"800\" height=\"450\"><\/p>\n<p><span style=\"font-weight: 400;\">As you build your processes, reflect on your core values and ensure you\u2019re leading your business with diversity, equity and inclusion. Include your core values throughout your website, brochure and other business materials to ensure your efforts become a recognizable part of your brand. Building inclusivity into your core values can mean starting with small and simple changes that end up making a huge difference. For your marketing materials and website, consider making them more accessible with readable fonts and contrasting colors. Within your process, it can be as easy as making sure you\u2019re asking everyone the same questions from the start.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Updating your processes can also have a great impact on your business community by helping to raise the bar in your industry. Your improvements can help set a standard and show that an inclusive experience doesn\u2019t necessarily require more resources. With some planning and strategic decision-making, everyone can build more equity into their business.<\/span><\/p>\n\n\n\n<div class=\"aligncenter wp-block-ugb-container ugb-container ugb-6bb1d93 ugb-container--v2 ugb-container--design-basic ugb-main-block\"><style>.ugb-6bb1d93-wrapper.ugb-container__wrapper{border-radius:12px !important;background-image:url(https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2023\/03\/Banner-CTA-Background2.jpg)}.ugb-6bb1d93-wrapper.ugb-container__wrapper:before{opacity:0.5}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-container__wrapper ugb-6bb1d93-wrapper ugb--has-background-overlay\"><div class=\"ugb-container__side\"><div class=\"ugb-container__content-wrapper ugb-6bb1d93-content-wrapper\">\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>Improve your client experience<\/strong><\/h2>\n\n\n\n<p class=\"has-text-align-center\">HoneyBook&#8217;s tools let you create the same inclusive process for all clients.<\/p>\n\n\n\n<div class=\"wp-block-ugb-button ugb-button-wrapper ugb-9def6fd ugb-main-block\"><style>.ugb-9def6fd .ugb-button1{background-color:#000000}.ugb-9def6fd .ugb-button1 .ugb-button--inner,.ugb-9def6fd .ugb-button1 svg:not(.ugb-custom-icon){color:#ffffff !important}<\/style><div class=\"ugb-inner-block\"><div class=\"ugb-block-content\"><div class=\"ugb-button-container\"><a class=\"ugb-button1 ugb-button ugb-button--size-normal\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/online-payment-software\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"\"><span class=\"ugb-button--inner\">Try it for free<\/span><\/a><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Additional Resources<\/h3>\n\n\n\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/business-inclusive-enough\"><span style=\"font-weight: 400;\">Is Your Business Inclusive Enough?<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; More tips for evaluating your business from the Rising Tide Society<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/communityguidelines\"><span style=\"font-weight: 400;\">The Rising Tide Society Inclusivity Policy and Community Guidelines<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; Expectations for participating in the Rising Tide\u2019s online spaces as well as policies for our Leaders and Educators<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/www.linkedin.com\/learning\/unconscious-bias\/welcome\"><span style=\"font-weight: 400;\">Unconscious Bias<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; Free LinkedIn Learning course for business leaders<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/www.linkedin.com\/learning\/diversity-inclusion-and-belonging-2\/dibs-an-introduction\"><span style=\"font-weight: 400;\">Diversity, Inclusion and Belonging<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; Free LinkedIn Learning course for business owners and leaders<\/span><\/li>\n<li style=\"font-weight: 400;\"><a style=\"font-size: inherit;\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/mastering-your-client-experience\">Mastering Your Client Experience<\/a><span style=\"font-weight: 400;\"> &#8211; Learn from our HoneyBook Pros through a series of recorded webinars<\/span><\/li>\n<\/ul>\n\n\n\n<p>&nbsp;<\/p>\n<p><em>This post was updated in August 2021 when the HoneyBook Workflow tool was renamed to Automations. The <a class=\"waffle-rich-text-link\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/automations\">HoneyBook Automations tool<\/a> maintains the same functionality with the ability to automate communications, tasks and more. For more information about the Automations update, check our <a class=\"waffle-rich-text-link\" href=\"https:\/\/hbbadmin.dev.reliablepenguin.com\/blog\/new-honeybook-features-august-2021\">August 2021 Release Notes<\/a>. <\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to create an inclusive client experience that includes options for everyone. Enhance your business inclusivity with simple processes you can automate. From your leads to your long-term partnerships, providing an inclusive experience for your clients will help you meet and exceed their expectations. It\u2019s easier than you think, and it doesn\u2019t have to [&hellip;]<\/p>\n","protected":false},"author":705,"featured_media":76500,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20],"tags":[71],"class_list":["post-33618","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-best-practices","tag-client-experience"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1.png",2048,1072,false],"thumbnail":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1-150x150.png",150,150,true],"medium":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1-300x157.png",300,157,true],"medium_large":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1-768x402.png",768,402,true],"large":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1-1024x536.png",1024,536,true],"1536x1536":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1-1536x804.png",1536,804,true],"2048x2048":["https:\/\/hbb.dev.reliablepenguin.com\/blog\/wp-content\/uploads\/2021\/06\/Inclusive-Client-Experience_Header-1.png",2048,1072,false]},"post_excerpt_stackable_v2":"<p>Learn how to create an inclusive client experience that includes options for everyone. Enhance your business inclusivity with simple processes you can automate. From your leads to your long-term partnerships, providing an inclusive experience for your clients will help you meet and exceed their expectations. It\u2019s easier than you think, and it doesn\u2019t have to mean adding more resources or offerings. Instead, it\u2019s as simple as ensuring you\u2019re providing the same access, information and interactions to each client, every time. A process that offers equal opportunities can set your business apart and become a well-known part of your brand. Ensuring&hellip;<\/p>\n","category_list_v2":"<a href=\"https:\/\/hbb.dev.reliablepenguin.com\/blog\/category\/business-best-practices\" rel=\"category tag\">Business best practices<\/a>","author_info_v2":{"name":"Claire Bough","url":"https:\/\/hbb.dev.reliablepenguin.com\/blog\/author\/claire-bough"},"comments_num_v2":"0 comments","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Improve Customer Experience With Inclusivity | HoneyBook<\/title>\n<meta name=\"description\" content=\"Learn how to improve customer experience with inclusive communication that works for everyone. 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