1. Prospect Interactions
2. Scheduling
3. Coaching Documentation
4. Invoicing/Payments
5. Periodic Follow-ups
Each of those connection points becomes a potential relationship builder for you and the person you are interacting with. If we look at business processes as a purely “execution, get it done, transactions,” then we miss opportunities to create memorable moments with prospects. We miss the chance to create “stickiness” with our client base.
Rather than adding busy work into your processes, why not leverage the processes you already have and are necessary to your business’s ability to function? Do this and create relational benefit for you and your client.
Relational Touch-Points To Try
1. Prospect Interactions – if a prospect downloads something for free from your website, do you send out the templated “thank you!”? Or do you share something more personal, like how the information you are giving them personally helped you?
2. Scheduling – do you use a calendar scheduling software to schedule all sessions? May I suggest a modification to that – give your client a few extra minutes at the end of one of your sessions to post the next month or quarter of meets. Keep the scheduling software for reschedules only.
3. Coaching Documentation – Consider your coaching agreement a “living” document. Periodically revisit the overall objectives the client develops and provide time to go back to the drawing board. This is a wonderful exercise in both reflection and planning for the client.
4. Invoicing/Payments – No matter how you do invoicing, do you include a special note of thanks to your clients? Perhaps the last month was one of particular challenge or significant accomplishment. Personalizing your invoice or receipt of payment to your client demonstrates a continuity of appreciation throughout the coaching engagement.
5. Periodic Follow-ups – There are many simple ways you can stay connected to clients between sessions. Birthday or holiday cards, sympathy cards if they have recently lost a loved one, sending a book that connects to the work they are doing, and so forth, demonstrates a genuine desire to honor your client for who they are and what they are experiencing in their life.
Make the Shift for 2022
So, as we enter Q4 of 2021, this is a terrific time to look at your business processes and consider one or two tweaks for next year. One or two small areas of recalibration can reap significant benefits for your clients and you!
