FULL client process for high ticket web design [STEP-BY-STEP]
Summary
TLDRCe script de vidéo révèle les clés d'une stratégie client élevée qui a permis à un concepteur web de passer de 500 à 5 000 dollars pour un site web en quelques semaines. Il couvre la création de processus clients optimisés, la présentation de services, la rédaction de propositions, la gestion de contrats et des factures, la réduction des révisions et l'offboarding professionnel. Des outils comme Stripe, Cendy, Gmail, Loom, DocuSign et Notion sont utilisés pour une gestion de projet efficace. Des modèles de courriels et de portails clients améliorent l'expérience, montrant comment augmenter les tarifs tout en fournissant une expérience de haut niveau.
Takeaways
- 🚀 Le lancement réussi d'une entreprise de conception web a permis de passer de facturer 500 $ à 5 000 $ en quelques semaines, en élaborant un processus client abouti et optimisé.
- 💼 La confiance en soi et la capacité à offrir une expérience haut de gamme sont essentielles pour augmenter les tarifs et satisfaire les attentes des clients à budget élevé.
- 📹 Une démonstration détaillée du processus client, y compris la pitch des services, l'utilisation de modèles et la gestion des appels de vente, est présentée dans la vidéo.
- 📝 L'importance de la préparation et de la planification est soulignée, notamment pour minimiser les révisions et assurer un processus de fin à fin sans soucis pour le client.
- 🔍 Le processus d'intégration des nouveaux clients, de la demande initiale à la planification des appels, est crucial pour établir les bonnes attentes et démarrer le projet sur la bonne note.
- 📈 La mise en place de prix et de services clairs sur le site web est un moyen efficace de filtrer les clients potentiels et de communiquer la valeur des services offerts.
- 📑 Utilisation de divers outils pour faciliter la gestion des clients et des projets, tels que Stripe, Cendy, Gmail, Loom, DocuSign et Notion.
- 📝 La création de modèles d'e-mails dans Gmail pour répondre rapidement aux demandes de clients et maintenir l'élan après un appel de vente est un outil de productivité clé.
- 🗓️ La mise en place d'un calendrier d'appel avec des créneaux horaires spécifiques permet de gérer efficacement le temps et de se concentrer sur la qualité des interactions avec les clients.
- 📝 L'utilisation de Notion pour gérer l'ensemble de l'activité de l'entreprise, y compris la planification des projets et la création de modèles personnalisés, offre une solution flexible et personnalisable.
- 🤝 La fin du projet doit être marquée par une expérience client impressionnante, y compris la fourniture de ressources et un soutien pour assurer que les clients se sentent soutenus et satisfaits.
Q & A
Quel est le principal moyen par lequel le narrateur a augmenté ses tarifs de 500 $ à 5 000 $ pour une création de site web ?
-En créant un processus client optimisé et élévé, ce qui a donné au narrateur la confiance de relever ses tarifs et de livrer l'expérience haut de gamme attendue par les clients.
Pourquoi est-il important de définir clairement les attentes dès le début d'un projet ?
-Définir les attentes dès le début permet à la clientèle de se sentir rassurée, de comprendre qu'ils peuvent faire confiance au narrateur pour un travail bien fait et cela rend le projet bien plus fluide.
Quels outils sont mentionnés dans le script pour gérer les appels de service, les contrats et la facturation ?
-Les outils mentionnés sont Stripe pour la création de factures et le paiement, Calendly pour la prise de rendez-vous, Gmail, Loom pour l'enregistrement d'écran et la présentation aux clients, et DocuSign pour la création et la signature de contrats.
Pourquoi est-il recommandé d'utiliser des modèles dans Gmail pour répondre aux demandes de clients potentiels ?
-Les modèles dans Gmail permettent de répondre rapidement aux clients, de les personnaliser facilement et d'inclure un lien de réservation de calendrier, ce qui maintient l'élan et facilite la conversion en client payant.
Quelle est la première étape du processus de clientèle mentionnée dans le script ?
-La première étape est l'application, où l'expérience de travail avec le narrateur commence même avant qu'un potentiel client ne se contacte, à travers la marketing et la page de vente.
Pourquoi est-il important de mentionner un prix de démarrage sur la page de vente, même si les prix exacts ne sont pas affichés ?
-Mentionner un prix de démarrage permet d'établir des attentes claires et de repousser les clients qui n'ont pas le budget de travailler avec le narrateur, en même temps que d'attirer et de convaincre les bons clients.
Quels sont les avantages d'utiliser un tableau de bord client dans le processus de travail ?
-Le tableau de bord client permet de rassembler toutes les informations relatives à un projet en un seul endroit, facilitant la recherche et la visualisation du travail en cours, des échéances et des commentaires, améliorant ainsi l'expérience du client.
Quelle est la stratégie pour minimiser les révisions lors de la présentation des designs au client ?
-La stratégie consiste à avoir une bonne stratégie et préparation au début, à présenter des maquettes de haute qualité avec des explications claires des décisions prises, et à demander un retour d'information spécifique du client pour chaque étape.
Quels sont les éléments à inclure dans un contrat de projet pour assurer une entente claire entre le narrateur et le client ?
-Les éléments à inclure dans le contrat sont les dates du projet, les frais du projet, le calendrier de paiement, ce qui est inclus et le nombre de révisions autorisées, la politique d'annulation, les dépenses non incluses, une clause de confidentialité et les attentes du client.
Comment le narrateur s'assure-t-il de ne pas être sollicité pour des petites modifications après la fin du projet ?
-En offrant une période de soutien de 30 jours après le lancement du projet, mais en clarifiant que cela ne comprend pas de révisions ou de designs supplémentaires, et en demandant un paiement final avant de transférer tous les éléments au client.
Outlines
🚀 Lancement d'une entreprise de design web et tarification élevée
Le script décrit comment, trois ans plus tôt, l'orateur a lancé son entreprise de design web et a rapidement augmenté ses tarifs de 500 à 5 000 dollars. Cela a été possible grâce à la mise en place d'un processus client optimisé et élaboré, lui donnant la confiance de relever ses tarifs et de fournir l'expérience haut de gamme attendue par ses clients. Le script promet de dévoiler les étapes clés de ce processus, y compris la manière de présenter ses services, d'utiliser des modèles de vente, de rédiger des propositions, des contrats et des factures, et de minimiser les révisions. L'accent est mis sur l'importance de la gestion des attentes et de la création d'une expérience élevée pour les clients à budget plus élevé.
🛠 Outils et processus pour gérer efficacement les clients
Dans ce paragraphe, l'orateur présente les outils qu'il utilise pour gérer son activité, notamment Stripe, Cendy, Gmail, Loom et DocuSign, ainsi que Notion pour la gestion de l'entreprise. Il insiste sur l'importance de choisir des options accessibles à tous tout en investissant dans des outils qui économisent du temps. Les modèles de vente, de propositions, de contrats et d'e-mails sont discutés en détail, soulignant la nécessité de personnaliser rapidement ces documents pour répondre aux besoins des clients. L'orateur encourage également à ne pas hésiter à investir dans des outils pour stimuler la croissance de l'entreprise.
📝 Étapes pour intégrer de nouveaux clients et démarrer le processus de vente
L'orateur explique les trois étapes pour intégrer de nouveaux clients : l'application, la première interaction après le clic 's'inscrire' et la préparation pour une appel de découverte. Il insiste sur la nécessité d'avoir une page de vente et un contenu de qualité qui ont déjà convaincu les clients potentiels à 50%. Il suggère d'inclure des prix de départ pour établir des attentes claires et de repousser les clients sans budget adéquat. Les questions à poser lors d'un appel sont également abordées, notamment pour comprendre les besoins et les objectifs du client, ainsi que leur budget et leur défi actuel.
🔍 Approfondissement des appels de vente et élaboration de propositions
Dans ce paragraphe, l'orateur partage son processus pour les appels de vente, mettant l'accent sur l'importance d'avoir un script pour ne pas être à court d'idées pendant l'appel. Il insiste sur la nécessité de comprendre les objectifs du client et de montrer comment le service fourni aidera à les atteindre. Il explique également comment discuter des investissements financiers et des retours sur investissement, ainsi que de collecter des informations techniques pertinentes. L'orateur souligne l'importance de terminer l'appel par une proposition écrite et de maintenir l'élan en envoyant rapidement les documents nécessaires au client.
📑 Préparation et envoi de propositions, contrats et factures
L'orateur détaille le contenu de ses propositions, incluant les objectifs, les éléments inclus, le calendrier et les résultats passés des clients pour renforcer la confiance. Il explique comment utiliser le mot 'investissement' au lieu de 'prix' et comment structurer le calendrier du projet. Il insiste sur l'importance d'avoir un accord de projet en place avant de commencer le travail et fournit un aperçu de son propre modèle de contrat. Il mentionne également l'utilisation de DocuSign et de Stripe pour faciliter la signature électronique et les paiements, et comment envoyer ces documents au client pour une expérience d'intégration impressionnante.
🗓 Suivi du projet et gestion des attentes des clients
Ce paragraphe décrit en détail comment suivre l'avancement du projet et gérer les attentes des clients. L'orateur met en évidence l'importance de la communication proactive, de l'organisation des tâches et de la mise en place de délais clairs pour le client. Il partage son expérience sur la façon de recueillir les informations nécessaires pour la conception du site web à l'aide de modèles de copie structurés et de guides. Il insiste sur la nécessité de trouver des solutions pour faciliter la collaboration avec les clients et de s'assurer qu'ils se sentent soutenus tout au long du processus.
💼 Gestion des révisions et processus de livraison
L'orateur aborde le sujet des révisions, soulignant que la stratégie et la préparation initiales sont essentielles pour minimiser les révisions futures. Il recommande de diviser le projet en étapes claires et de demander des commentaires à chaque étape. Il insiste sur l'importance de présenter son travail de manière professionnelle et de poser des questions spécifiques pour orienter les commentaires des clients. Il explique également comment établir des limites claires en ce qui concerne les révisions et fournit des conseils pour demander des témoignages satisfaisants une fois le projet terminé.
🌟 Obtention de témoignages et résultats positifs pour les clients
Dans ce dernier paragraphe, l'orateur met l'accent sur l'importance des témoignages pour promouvoir son entreprise. Il partage des conseils pour obtenir des témoignages qui mettent en évidence les résultats obtenus et les émotions ressenties par les clients. Il suggère d'attendre suffisamment de temps après la fin d'un projet pour que les clients aient le temps de constater les résultats avant de les solliciter pour un témoignage. Il fournit également des questions pour guider les clients dans leur rédaction de témoignages accrocheurs et positifs.
Mindmap
Keywords
💡Web design
💡Client process
💡Élévation de tarifs
💡Templates
💡Outils de gestion de projet
💡Expérience client élevée
💡Contrôle des attentes
💡Révisions
💡Portefeuille de client
💡Soutien post-lancement
Highlights
Création d'un processus client optimisé pour augmenter les tarifs et offrir une expérience haut de gamme.
Utilisation de templates pour les appels de vente, les propositions, les contrats et les factures.
Gestion de l'ensemble de l'entreprise avec Notion, un outil de gestion de projet tout-en-un.
Importance de l'expérience élevée pour les clients à budget élevé et la confiance qu'ils ont dans le service.
Méthode pour contrôler chaque étape du projet et établir des attentes claires.
Utilisation de Cendy pour la planification des appels avec les clients.
Stratégie de tarification basée sur la valeur pour justifier les augmentations de prix.
Fournir des informations de base sur le service et les prix sur le site web pour attirer le bon type de clients.
Méthode pour répondre rapidement aux demandes de clients potentiels avec des modèles d'e-mail prédéfinis.
Conseils pour mener des appels de découverte efficaces avec des scripts préparés.
Comment établir un calendrier de projet clair avec des délais pour le client et le service provider.
Méthode pour réduire les révisions en investissant dans la stratégie et en présentant le travail de manière efficace.
Approche pour recueillir le contenu nécessaire pour un site web de manière structurée.
Importance de la première impression et de la fin du projet pour déterminer la satisfaction du client.
Mise en place d'un portail client pour maintenir l'information organisée et assurer une communication claire.
Fournir un soutien après le lancement du projet pour que le client se sente soutenu.
Demande de témoignages des clients pour renforcer la réputation du service et attirer de nouveaux clients.
Transcripts
3 years ago I launched my web design
business and within weeks went from
charging $500 for a website to booking
clients at $5,000 and a huge part of how
I was able to do this was creating a
streamlined and elevated client process
this is what gave me the confidence to
raise my rates and then actually deliver
that high-end experience that those
clients were expecting and so in this
video I want to give you a behind thes
scenes look at my client process how I
pitch my services to clients and all the
templates that I use and while I using
web design as an example if you're
delivering any type of creative service
then in this video I'm going to share
with you how to conduct sales calls put
together proposals contracts invoices
get everything you need from your
clients on time how to minimize the
amount of revisions and then how to
offboard your clients like a pro so they
Rave about you to all their friends you
see the thing that a lot of people don't
realize is that once you start working
with higher budget clients for the most
part the actual deliverables of a
project stay the same but the thing that
changes is that there's a certain
expectation that these clients have for
an elevated experience these clients
don't want to have to worry about you
they want to feel confident that you
have everything under control and they
can trust you to do a good job and when
your client feels this way it makes the
whole project go so much smoother
they're less likely to question your
decisions and you're able to really
guide them to get them the results that
they want and so to do this you need to
be in control of everything from the
start and set clear expectations at each
stage of the project and this video is
going to show you exactly how to do that
now just to warn you this video is going
to be in depth I'm going to be walking
through every stage of the client
process in a lot of detail so that by
the end of this video you will be able
to to confidently deliver this with your
own clients so you're probably going to
want to save this video to refer back to
and I'll leave the time stance in the
description so you can skip to the part
that you need so before we start I'll
quickly go over the tools that I'm going
to be using so stripe for creating
invoices and taking payments cendy for
booking calls with clients Gmail
obviously loom for screen recording and
presenting to clients and then DocuSign
for creating and signing contracts then
the most important tool is notion this
is where I manage my entire business
it's a great alternative to client
management software like honeybook or
dobado and it also replaces project
management software like Trello or Asana
you can customize it to literally have
everything you need all in one place and
you can set all this up for free I'll be
showing you my entire notion set up in
this video all of the templates that I'm
using are available in the client
dashboard below so if you want then you
can get this and have all the templates
set up and ready to use but otherwise if
you're familiar with notion and you have
the time then this video is going to
give you everything you need to set this
up for yourself I've purposely chosen
option that are accessible to everyone
but as you start booking clients do not
be afraid to invest in tools the quicker
you are to invest in your business the
quicker you will grow especially if it's
something that's going to save you time
because as a service provider this is
the most valuable thing you have so with
that being said let's not waste any more
of your time and jump right in so there
are three steps to onboarding new
clients first up the application the
whole experience of working with you
starts before someone even decides to
get in touch with you before they even
click apply now your marketing and your
sales page page should have already done
50% of the work for you not just
attracting and convincing the right type
of clients but repelling the wrong ones
I've heard a lot of people say not to
put prices on your website because you
want to get people on a call to convince
them of the value of your service but I
don't like this it's icky and it's a
waste of your time and it's a waste of
your client's time too this is what your
content your marketing and your sales
pag is for and this is a much more
efficient way to communicate the value
of your services to multiple people at
once to make sure that you're getting on
a with the right people rather than
trying to convince people one by one so
if you haven't already done so make sure
to watch the previous videos in this
series which will take you through
step-by-step how to create this sales
page and this content marketing plan so
that by the time your client gets onto
this sales page and reach out to you
they have enough information to work out
whether this service is going to be a
good fit for them and they're already
50% sold and this includes prices you
don't have to put exact prices but you
need to at least put a starting price so
you set clear expectations
and repel those customers that don't
have the budget to work with you so then
when they click this button what happens
next and how quick and easy you make
everything from this point will
determine How likely this person is to
turn into an actual paying customer so
if the goal is to get them on a call
then you have two options you can either
leave your calendar directly here and
let them Book on a call with you right
away or you can take them to a contact
form to get some information from them
first and then send over your calendar
booking link it's completely up to you
which you prefer but for me I don't want
to jump straight on a call with everyone
reaching out to me cuz I'm at the stage
in my business where I can pick and
choose who I want to work with and so
not everyone reaching out to me is going
to be a good fit But whichever way you
do it at this point you want to make
sure that you're asking the right
questions so you can get the relevant
information that you need about this
potential customer so either within your
calendar booking link or your inquiry
form instead of leaving space for a
generic message you want to ask specific
questions for example their website and
social media platforms what does your
business do and how did you get here
which service are you interested in
what's what's your budget for this
project and the most important question
what problems are you hoping to solve by
working with us and what does success
look like for this project and so when
you get this inquiry come into your
inbox you want to get back to them as
quickly as possible likelihood is your
client has been scrolling and something
has triggered them to take action now
and so you want to keep that momentum
going so the easiest way to do this is
to have a bunch of templates set up in
your Gmail so that all you need to do is
select the template customize their name
add a couple of personal details and
then you have your calendar booking link
already in here so you can set up a call
with them and So within this client
dashboard below there are a bunch of
email templates written out for each
stage of the project so you can just
copy and paste and get all these
templates set up in your Gmail for your
calendar booking link I recommend using
calendly for this within this you can
set up the times that people can book in
with you each week do not try and make
yourself available 24/7 you're a
business owner now and so you need to
have control over your schedule so I
recommend just blocking out a couple of
mornings or afternoons where you leave
some space for this so someone's reached
out to you you like the application and
now you're getting on a call with them
the next thing I do now is come into my
dashboard where I manage my business and
create a new client and then create a
discovery call which already has this
script lined up here now you want to
have a script so that you don't get on a
call and your mind goes completely blank
but please don't act like a robot I see
a lot of videos of people on sales calls
with zero personality saying the same
lines over and over again your
personality and the connection you build
with clients is one of if not your
biggest asset as a service provider you
want to be easy and enjoy able to work
with so be a human and not a robot so
when you get on this call you want to be
the one in control and leading the
conversation but it's important that you
ask the right questions and then listen
don't feel like you need to do all of
the talking pitching and selling your
service the way that you sell a service
is by showing how your service is going
to help them achieve their goals and so
it's important that you really
understand what these goals are first
the purpose of this call is to help the
client make the best decision for their
business so the mindset you want to be
in is that you're on their side working
with them to put together a solution
that's going to help them Reach their
goals So within this script the first
question here are prompts about your
client's business their goals and what's
stopping them achieving those goals
right now at this point it's also really
good if you can get comfortable talking
to the client about money because this
is going to show your client that your
service is all about making them money
and you want to see them get a good
return on their investment so what I
mean by this is asking questions like
what's your bestselling service or
product how much is that bringing in for
you right now how do you plan to scale
this in the future and do you have any
new services or products in the works
this is going to help you really
understand the scale of their business
and the scope of the project and this is
important because the more money your
services make your client the more you
can charge so it's important that you
know the scale of their business so that
you're not charging $55,000 for a
website that's potentially going to make
their Millions this is something that I
went through in the first video of this
series so watch that if you want to
learn how to implement this value based
pricing so the next question is are to
gather all the technical information
that you might need so website Pages
functionality any extras sometimes
they're not going to have all the
answers to this so you can also give
them suggestions and guide them in what
you think they need by what they told
you already then last up you want to
talk about the timeline and the price
range and so if you have standard
packages with clear prices and what the
client needs fits into this then this
part is easy you can just say based on
everything we've talked about this seems
like a really good fit for you as it
said on my website this service is going
to be this much my next available dates
are here are you ready to it in if your
quote is more custom than this and you
need to go away and write up a proposal
then you can just pitch a price range
you always want to estimate a higher
price range than you think and say it
confidently and matter of fact even if
it feels uncomfortable at this point you
can gauge their reaction and ask the
client is this what you budgeted for
this project depending on how they
respond to this in this sales script
there are some examples of how to phrase
things so if it's clear that this is way
out of their price range do not offer to
reduce your prices in my experience it
is never a good idea to reduce your
rates because you end up with a client
that doesn't value your expertise and
this becomes a problem at every stage of
the project if you want to then you can
take some of the things out of the
proposal to give them a service that
fits their budget but otherwise if it's
clear that this is really not a good fit
then it's completely fine to just finish
the call and send them an email
afterwards saying I don't think this is
going to be a good fit and there's an
email template here to help you do that
but if you pitch your client at 6 to
7,000 and then they come back saying I
was hoping it would be more like 4 to
5,000 then you can then say okay I'll
bear that in mind when I put together
your proposal because you already pitch
them a higher price range you can come
back to them with a quote more around
5,000 and they're going to be so
grateful that you are willing to work
with them and they're more than likely
going to be happy with this quote and so
at the end of the call everything went
okay and you tell your client that
you're going to send them over a written
proposal so once you get off this call
it's important that you keep this
momentum going you want to have a
proposal contract and invoice over to
them as soon as possible when I started
this was the most stressful part for me
it would take me 2 hours to put this
together and then another 2 hours just
to hit send but now I have all these
temp temp plates ready to go it is so
much easier and I can have everything
sent over in under 10 minutes within
this client dashboard I get off the call
and create a new project and then this
automatically generates everything I
need for this project including this
client portal here and I'll walk you
through this in a second but first let's
go through the proposal so your proposal
should start with the goals for the
project and you want to basically repeat
the business goals or the outcomes that
your client told you they wanted in
their sales call and what this does is
show your client that you understood
what they need and that this proposal is
tailored to get them these results then
you want list everything that's included
at each stage of the project here you
would also include the price and a
little tip instead of using the word
price or cost you want to use the word
investment to remind your client that
this is an investment in their business
and breaking it down into installments
to helps this seem more affordable next
up you want to lay out the timeline and
all the different stages of the project
you can put the project dates here and
if you need anything from your client
then you want to make sure you list the
deadlines for these two I'll take you
through exactly how to put together this
timeline later on in this video and last
up if you have them you want want to
include some client results to give that
extra social proof and get them really
excited to work with you so you want to
include some project examples and then
pair these with client testimonials and
at the end of this proposal you always
want to give your client next steps and
ideally we want them to look at this
proposal and then immediately sign their
contract and pay their deposit so that's
where this button takes them and here is
a space for you to link the contract
there are zero exceptions you have to
have a project agreement in place and
this doesn't have to be scary or
complicated you can keep this really
simple I've put my contract template in
here to give you an idea of what this
can look like I am not a lawyer this is
not legal advice and so I recommend
getting someone who is qualified to take
a look over and help you put something
together but these are the things that I
include in my contracts so you have your
project dates and project fee and then
you want your payment schedule I
recommend taking a 50% non-refundable
deposit to secure the project spot in
your calendar because what happens if
they cancel the project even if you
haven't done any work yet you've still
potentially turned down work from other
clients because you blocked out your
calendar for them so then then you can
either take the rest of the 50% at the
end before you hand everything over or
you can split this into two payments
over the course of the project depending
on how big the project is and how long
the timeline is then you want to list
everything that's included and the
number of revisions that you allow on
this I usually allow two rounds of
revisions and then anything on top is
extra your cancellation policy just says
that if they cancel halfway through the
project then they still need to pay for
all the work up until this point even if
they don't have the fine on deliverables
and then for expenses I list all the
things not included so things like stock
photography or fonts you want to add a
confidentiality clause in there cuz
you're likely going to be exchanging
passwords so this protects both you and
the client then you want to make it
clear that you own the copyright to all
the designs until the final project
payment is made and then my favorite
part to add in here is client
expectations and this basically just
gets the client to agree to be on time
for all the due dates and reply within
three working days or the whole project
will be automatically put on hold and an
additional fee will be required to start
it up again now this might sound harsh
but you have to have boundaries like
this especially when when you're
hopefully going to be booking up
projects weeks or months in advance so
it's not profitable for your projects to
drag on way longer than the timeline
because it affects all of your other
work and from my experience once you
start setting boundaries like this you
rarely have to actually use them but you
still want to be very clear and protect
yourself from the beginning just in case
there's that one nightmare client so I
have this contract set up in D dubsado
but a slightly cheaper alternative is
DocuSign and you want to do this because
it allows you to collect electronic
signatures so they can just open this up
really quickly and then sign it and
download the PDF if they want once
they've done that this button takes them
straight to the invoice so I have my
invoices set up in stripe which is free
to set up and then it just takes a
processing fee on the payment which is
fairly standard and what you can also do
as soon as they pay this initial deposit
you can create and schedule all of your
invoices for the rest of the project in
advance so it's sent out to your client
at the right time and you don't have to
think about it your client will then
receive a link to the invoice and then
they can just go on here and pay with
card so especially if you're working
with clients from all over the world
this makes makes it so much easier for
both you and the client again the more
seamless you make every step of this
process the more impressed your client
is going to be and the more likely they
are to trust that you are going to take
care of everything and deliver an
excellent service which leads me into
how you're going to send this over to
your client and really wow them with an
amazing onboarding experience so the
first 48 hours after a client decides to
work with you is the part of the project
that leaves the biggest lasting
impression on the client this is the
peak end rule the parts of the project
that your client will remember and judge
you on is the peak so when they first
decide to work with you and they're most
excited for what to come and the end
these first impressions confirm to your
client that they made a good decision
buying from you what you do is valuable
and worth their money and it doesn't
matter how good your work is after this
moment 80% of their mind is already made
up so we want to make sure we wow them
and really make them feel confident in
our service as I showed you before in
here a client portal is generated for
every new project and this is where
we're going to keep all the information
for the project in one place so it's
easy for you to find and your client has
it all here too so it's really important
that your client always knows what
you're currently working on and when
they're going to hear from you next
especially when you start working with
higher budget clients this is what they
expect always overcommunication
in questionnaires and actions that your
client needs to complete with a clear
deadline and a checklist you can easily
keep track of the progress then you want
to have the project files and a space to
gather feedback from your clients and
then you have your resources so anything
else that your client might find helpful
and the good thing about all of this is
that you only have to put this together
once and then you can reuse this with
all of your clients at the start of
every project this is all here and ready
to go so at this point I've customized
The Proposal linked my contract and
invoice I'll go in here and lock the
proposal so they can't edit this and
then before sending it over to the
client what you want to do is record a
short loom video and this is going to be
a personalized message letting them know
that I'm excited for the project giving
them a quick tour of the portal and then
showing them how to go in and check
their proposal and sign their contract
if you want to you can record this loom
video once and reuse it for all of your
clients but I like to make this
personalized because it doesn't take
that much more effort from me but the
impact on the client is going to be
bigger then to send it over to the
client you just come up here and share
it with their email address and this is
what keeps it secure so all your client
needs to do is enter their email address
to access this there's no long sign up
process to make a notion account it's
really simple and then you can go over
to your Gmail grab the client portal
template and then add in the link to
their client portal and just send this
over so your client has just got off a
call with you and in under an hour they
have this in their inbox and then they
come on to here and are amazed by all
the detail that you've put together and
are now feeling even more confident that
this is going to be a smooth process and
you're going to do a really great job
then if they're happy to move forward
they're able to sign their contract and
pay their invoice in under five minutes
now they might not sign right away if
your client doesn't sign this within 48
Hours of you sending it over to them
it's likely that they're ghosting you
and so if this happens do nothing make
sure to follow up if you haven't heard
from them but until this contract is
signed and the deposit is paid don't get
excited and start digging into the
project do not touch a thing but
hopefully this doesn't happen
everything's good they sign the contract
and we're ready to go so this is what
the next part of your project might look
like and so for all of your projects you
want to have a very clear timeline and
within this timeline there's going to be
deadlines for you but there's also going
to be deadlines for your client they're
always going to be parts of any project
where you need things from your client
in order to move forward so you need to
make time for this so that it doesn't
affect your planning and timeline for
all your other projects and you also
want to set clear expectations with your
client from the start so you want to
check in with them is this timeline
going to work for you and this is why we
put in our contract that all deadlines
need to be met within three working days
and this doesn't mean that if a client
comes to you and explains that something
came up that you can't be flexible and
work with them but if you have a client
that goes missing for 2 weeks then
you're protected you've already been
paid and so all you need to do is stop
working and then if they come back and
want to start out the project again then
you can politely let them know that you
have other clients now and so the
timeline is going to be different and
there's going to be a fee before you can
start up again this is how you run a
profitable design business and stop your
projects dragging on for months at a
time so here's an example timeline for
my web design projects one week before
the project the client questionnaire is
then we have a strategy meeting after
this the designing of the website is
broken into three approval stages the
client has to approve the strategy the
homepage design and then the entire
website then you have your Handover and
your launch and so it's one thing having
this timeline and setting these
deadlines but you still need to do
everything you can to make it as easy as
possible for your client to give you
everything you need so I'm going to show
you exactly how I do this in the next
video I'm going to walk you through
exactly how I carry out the strategy and
the website design so you know what to
do if you don't want to miss that but in
this video we're going to stick to the
client process so first up getting
everything you need from the client this
is what this part of the client portal
is for and it's broken up into easy
stages with a checkbox to easily keep
track of everything that needs to be
done so after the client has signed
their contract and paid their invoice I
have this email that I send over to them
confirming their project and reminding
them that they need to book in our first
call and then fill in their
questionnaire so I embed my Cy booking
link straight into here so that the
client can come in and schedule our
strategy call and then they can fill in
their brand questionnaire here so this
is just to get any addition information
that I didn't manage to go through in
their sales call and so some of these
questions do overlap so what I do is add
my notes in here and then I'll let the
client clarify or add anything if they
need to so I don't want to overwhelm my
clients so these are the only two things
I ask them to do right now and then
everything else I'll go through in our
call every web designer knows that the
worst part of any project is getting all
the content you need for a website it
can take your client weeks to even send
you anything and then when they do they
send a 50-page Google doc full of
irrelevant information that you have to
sift through it's painful for you it's
painful for your client but this is the
best way that I've found to solve this
problem and So within here I have these
website copy templates there's a
services and an e-commerce version and
Within These are guides on how to fill
this in and then each page is broken
down into key sections with copy prompts
and examples so there's two ways that
you can use these with clients first
thing you can do is just give this to
the client and have them fill it in
especially if it's a shorter project or
a lower budget client and so I'm not
offering copywriting included in the
projects then this is a great way to do
it because it enables the client to do
this part themselves and it breaks it up
so it's easy to manage and your client
knows exactly what you need from them
but for those higher budget or busier
clients even this is going to feel like
a bit too much homework for them and so
what I do with my clients is I use this
as a template and then I go through it
with them in the strategy meeting and so
what you want to do is make some notes
in here before so you know what to ask
your client and then in the meeting
you'll just expand on these notes and
then after the meeting I'll finish it
off for them and then just send it over
to have them approve it so it's really
what works best for you and your client
but what I think is so important
especially if you're someone that finds
yourself complaining a lot about your
clients or struggling with things not
going smoothly then it is your
responsibility to find Solutions like
this that make it easier for both you
and your clients which leads us nicely
into the next step another thing that a
lot of designers struggle with is
revisions so I see a lot of people
talking about how they send designs over
to clients and then they start losing
their minds when they get requests like
can you make it pop but I don't see a
lot of people talking about how you
actually solve this problem and it's so
easy to do so if you're struggling with
huge amounts of revisions from clients
or really vague feedback then there's
three things that you need to change and
the first is strategy now this goes for
any creative process whether you're a
filmmaker or a web designer the end
result is only as good as the strategy
and the preparation that you put in
right at the start you have to spend 50%
of your time getting on the same page as
the client before you start anything
otherwise you're going to get ahead of
yourself and put all this work into
something that is completely different
to what the client is imagining and this
is why you want to break your project
into clear stages like this and ask for
feedback at every single stage and in my
experience since putting more work into
this strategy part I now have very few
revisions throughout the rest of this
project so the next thing you need to
change is presentation how you present
your work to your client is going to
have a huge impact on the feedback that
you get you want to do everything you
can to present high quality mockups that
give the client a Clear Vision of the
end result and you also want to make
sure that your client understands why
you've made all the decisions that you
did which is why if you're presenting
brand designs and you want to spend time
putting together real world mockups and
clear explanations of the strategy
behind them and if you're presenting a
web design then you don't just want to
send them a link you want to record a
loom video presenting the design and
explaining all the decisions along the
way then when you send this over to the
client instead of saying let me know
your feedback you want to make sure that
you're asking really specific questions
for example this is where I put all the
files for the clients to review and you
have a little guide on here on how to
give good feedback then if I'm sending
over a homepage mockup at this point I'm
looking for feedback on the overall look
and feel of the design and the content
layout so I might ask questions like
does the design convey the intended
messaging does the color scheme appeal
to your target audience and is all the
important information clear then when
I'm sending over the completed web
design to review I'm looking for more
technical feedback so I would ask
questions like do all the buttons and
links work have you checked the website
on different screen sizes you have to
make it clear what you're looking for so
your client can give you useful and
relevant feedback and having these
questions laid out also makes it so much
easier to set boundaries when it comes
to revisions you're not going back and
forth sending NeverEnding emails with
tiny small tweaks you're asking them to
take their time write down everything at
once and then submit this to you and
then you can Implement all of this and
send it back to them and you can make it
really clear that you will only go
through this process up to two times
when you do this you very rarely get to
a second round of revisions because your
client does their best to give really
detailed feedback the first time so you
finished your work the client is Happy
they've paid their invoice this is
important don't do anything before they'
paid and so you send them everything
over now the last thing you want to do
here is leave the client feeling like
you've handed everything over and just
ghosted them making sure your client has
everything they need and they feel
confident in the next steps is crucial
if you want them to give you those rave
reviews that give you referrals and
clients in the future so what I do is I
leave some resources here at the bottom
of the client portal this is why I
recommend sticking to just one platform
if you're a web designer because you can
pre-record resources and training videos
that you reuse for every single client
showing them how to make basic changes
to their website even if you want to
offer ongoing Website Maintenance your
client is going to want to feel like
they can go in and change some wording
or some images if they need to without
relying on you to do all that for them
and trust me you do not want them
relying on you for that you can also
leave any FAQs here and there's a guide
on how to use different file types if
you're sending over any brand assets
another thing that I offer is 30 days of
support after they launch and so this
doesn't include any additional revisions
or designing but it's just for the
questions that your client might have
and honestly it's really rare that any
clients actually use this but you just
want them to feel supported so there are
some email templates for this too and so
when I finish the project what I do is I
schedule this email to go out 5 days or
so before the support period is over
just checking and reminding them that
I'm here if they have any questions and
then I'll also schedule another email a
couple of weeks after this asking for a
testimonial the reason I recommend
waiting longer to ask for this
testimonial is that a great testimonial
is going to Rave about the results that
you got your client and so you want to
give it time for them to start seeing
these results and again you want to ask
the right questions to prompt your
client with what you want them to say so
a great testimonial go something like
before I was struggling with this
problem and I felt bad emotion now I
have positive outcome and I feel good
emotion so there's some questions that
you can ask to these answers what were
you struggling with in your business
prior to the project has your business
increased since working with us how did
your website help you achieve your
business goals if you were recommending
us to a friend what would you say at the
end of the day the success of your
business is all about these results that
you get your client this is what helps
you attract new clients and raise your
rates and so if you're a web designer
and you want to know how to get results
like this then hit subscribe and join me
in the next video where I'll be walking
you through my entire web design process
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