The Mind Your Time Podcast | Empowering Entrepreneurs to Streamline, Scale, and Live Their Legacy

How to Build an Effective Communication System to Unlock Sustainable Growth

• Shannon Baker | Business Operations Strategist • Episode 188

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What if you could transform every client interaction into a rave-worthy experience that propels your business to new heights? In this episode, we’re diving deep into business communication strategies that will revolutionize your communication systems. You’ll walk away with the tools and insights you need to ensure every customer feels heard, valued, and truly engaged.

This is one of the six core systems we’ve discussed before. Communication is the lifeblood of business, yet putting this system in place can often feel like an uphill battle—especially with so many moving parts involved. Mastering this system is key to your business’s success. We’re unpacking how structured response templates, regular client check-ins, and understanding the difference between customer service and customer experience can catapult your business toward sustainable growth.

Throughout our conversation, we’ll break down the client journey into three pivotal stages. You’ll discover why setting clear expectations during onboarding is essential for tailoring your services to meet client needs. We’ll also explore how transparent communication during the delivery phase—like using client dashboards—builds trust and helps you tackle potential issues before they escalate.

Get ready for actionable tips that will not only elevate your customer experience but also empower your team to collaborate like never before. Tune in, and let’s ignite your business growth together!

References Mentioned In This Episode:

Episode 187 - Emergency Preparedness Strategies You Need to Protect Your Business

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Resources Mentioned In This Episode:

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Speaker 1:

Communication is the lifeblood of your business, but putting this system in place can often feel like an uphill battle, especially because there's so many moving parts involved. Have you ever found yourself struggling to keep track of client inquiries or even team communication? Well, today I'm going to share fresh insights on how a communication system can elevate your customer experience and empower your dream team, which improves their performance. This is one of the six core systems we've discussed before, and it's important because it's critical for the success of your business. From making powerful first impressions to fostering seamless collaborations, how you communicate impacts everything in your business, and that's from attracting your ideal clients to again building a motivated team. So get ready for actionable tips that are going to empower you to transform your communication and set your business up for sustainable growth.

Speaker 1:

Welcome to the Mind your Time podcast. I'm Shannon Baker, your coffee loving host and business strategist. Each week, I will share practical insights and bold strategies for six figure entrepreneurs looking to clean up their back office and create streamlined systems. The weekly episodes will help you take control of your time, scale your business and create success on your own terms. So grab your cup of coffee or your favorite beverage and let's dive into today's topic.

Speaker 1:

Tell me, has this ever happened to you? You get an email from a potential client asking about your services and your excitement levels go through the roof. You start by looking them up on LinkedIn, or you do a quick search for them on Google, and suddenly you're thinking about the impact that this could have on your business. So in your mind, you tell yourself you're going to respond to that email later in the day. But then life starts lifing and before you know it, you have completely forgotten to respond. Days go by and then when you finally remember to follow up, you find out that they have already gone with someone else. If this sounds familiar to you, trust me, you're not alone. I've been there myself. Back when I was working as a virtual assistant, my days were filled with messages that seemed to come in always at the worst possible times, and I really wanted to respond to them right away. But without a solid system in place one to track those inquiries and then, two, a system or workflow that would allow me to follow up efficiently I was losing opportunities left and right. Why? Because when I finally remembered to respond, the window of opportunity had closed and they had moved on to someone else. Going through that a few times really hit home for me. It drove home the importance of having a communication system in place, and that's one that will help you not only follow up on those leads when they come in, but they enable you to create a great first impression.

Speaker 1:

Effective communication isn't just about how you perform in meetings or how you work, your work ethics, your values or anything like that. It actually starts from that first point of contact and then it carries through every interaction along the client journey. That's why this is one of the six core systems that every business needs, and it doesn't matter if you're just starting out or you've been in this game for years. That's why I'm visiting this system again. Today. We're going to talk about how you can build a communication system that elevates your customer experience to the next level and empowers your team if you have one so that they can collaborate like never before. And look, I get it. Putting this system, or any systems, in place can really feel overwhelming, but let me tell you it is worth the effort. Effective communication it impacts everything in your business. So, exactly how do you make effective communication a reality in your business? Well, the first thing again, you need to keep in mind is first impressions matter.

Speaker 1:

When I first launched my business, I decided to do some direct outreach to get clients. So I reached out through social media and I also sent some direct emails to business owners that I already knew that I figured could use my services. But the way that I communicated with them set the tone for those relationships. And once I created a system that included response templates, I could promptly respond when inquiries came in and because of that my business grew very quickly. But what happened? When I didn't have a system? I dropped the ball and even after winning a new client, they wouldn't have stayed a client if they felt neglected. That's a powerful reminder that how we connect from that first time they reach out to us can turn that inquiry into a lasting and mutually beneficial relationship. So another piece of this puzzle that comes into play is your client journey. How many times do clients interact with your business before they make a decision? The customer journey includes every touch point from that first point of contact onward, and it has to be mapped out. The customer experience is all about how they feel after they interact with you, that's even when they're no longer your client If you don't have one of the two figured out or, even worse, you don't have either in place, you are leaving a lot to chance. So let's talk about customer service a little bit more. That's the quality of the interactions you have with people. That's how you build client loyalty. So when you focus on all of these elements together, it lays a solid foundation for a powerful communication system, and because of it, your business will grow.

Speaker 1:

In my personal opinion, the communication system is the most important of the six systems because, again, communication is the lifeblood of your business. That being said, when I learned this lesson the hard way, I started creating resources that will help others build their communication systems effectively, and I'll get back to those resources in a bit. But first let's talk about being prepared to handle negative experiences, because, let's be real, they are going to happen. If a client reaches out to you with an issue, being responsive and understanding their concerns is vital if you want to maintain that working relationship. So you need to be able to address concerns quickly, which will keep problems from escalating, and it makes sure that your clients feel valued and heard. In order for this to happen, you must have regular check-in calls with your clients, and one of the best ways that I've found to help reduce misunderstandings, and, you know, it also gives you an opportunity to get feedback on a regular basis so you can address issues as they come up. Don't let that little thing become a mountain-sized problem.

Speaker 1:

So how exactly do you create an extraordinary customer experience that get people raving about working with you? Well, you have to understand that there's a difference between customer service and customer experience. They get people's raving about working with you. Well, you have to understand that there's a difference between customer service and customer experience. Customer service is often reactive. That means you're putting out fires and you're troubleshooting issues as they arise. Customer experience, on the other hand, is when you're proactive. So you create an engaged and positive journey from the moment a client interacts with you onward forever To elevate that experience.

Speaker 1:

Let's talk about three stages that are involved in this whole ecosystem. That's, your onboarding, your delivery and your offboarding, and during the onboarding process, you must set clear expectations. You should have a solid client agreement in place that is signed, so that both you and your client know what to expect from each other. You should also be using intake forms to gather essential data for your agreement and for your records, but also so that you can tailor your services to the needs of your clients, where you can. Now some of my data forms collect data like how they found me. That way I can measure the effectiveness of my marketing, see where I'm spending time and where it's paying off.

Speaker 1:

I ask for their preferred way to communicate. It doesn't change how I communicate, but it helps me see how much handholding I have to do so that we have clear communication. I ask for past experiences they've had when it comes to delegating and their work style. This information allows me to take my standard services and customize my approach with them from day one. So let me tell you a little bit how their answers guide me when I'm speaking with them. If they're a DIYer, I know that the Mighty Society membership a power week needs to be tailored to continually get their input in order for them to feel comfortable. And if they're the type of person who wants someone else to do the heavy lifting for them and just keep them informed, then a boost day or a power week is also the best option for them. But I change the way we communicate option for them, but I change the way we communicate One area of the communication system that I find is often neglected, depending on the service you provide, is what happens during delivery, and this happens especially when it's a long-term project or you're offering ongoing services or they're a retainer client.

Speaker 1:

You cannot forget to establish regular checking calls through the fulfillment process. A simple routine email that lets them know what's been happening behind the scenes, or even a quick phone call, can build confidence in them so that they feel comfortable knowing one that you're working on their project, even though they can't see you, and that things are on track. But this is also the opportunity for you to address any potential concerns that they have proactively again, before they become a major problem. So one thing that I do for my projects is create a client dashboard in mondaycom. That way they can see the progress being made on their project whenever they want to. They get a link to access it in real time. Most communication actually happens through the built-in features inside of mondaycom as well, and this eliminates them having to sift through a sea of emails for information and updates. It's all right there together. Again, they simply click the link and they see the status, they see the communication. But don't forget you have to create systems to collect feedback as well, and you can do this through surveys or direct communication. When I'm on calls with clients, I actually ask them those feedback questions and then I have the answers. This lets them know that you're open to their thoughts and you're ready to adapt based on their input.

Speaker 1:

Now, once all is said and done because we know some clients don't last forever you have to have an onboarding process. So at the end of your service agreement, what you need to do is review the progress that was made and then celebrate the success you had together. This is one of the biggest missed opportunities I see among entrepreneurs, which means you're leaving money on the table. A wrap-up call is an opportunity to discuss next steps, for you to continue to work together, if that's what you want, but it's also an opportunity for you to inquire if they know someone else that may benefit from your services. Or ding ding ding. It's a way for you to pitch another service that may benefit them based on where they are in their journey, now that you've helped them experience a transformation, are in their journey now that you've helped them experience a transformation. So this entire process needs to include follow-up emails that summarize those key points, give those next steps, express your gratitude for their business, because keep in mind once, a client, always a client, most of the time. That's really the way you want it, right, anyway? So again, those checking calls that you should be doing during the project, keep in touch with them after the fact too. So reach out to them on a regular basis. Keep that relationship going.

Speaker 1:

Focusing on the client experience isn't just about solving problems, but you're still creating a journey that they will love when you implement these strategies, which starts with onboarding, having clear communication during the fulfillment process or during the project, and then you have a thoughtful and engaging wrap up. You're going to foster loyalty, which will increase your referrals. And let's not forget that you have to plan for unexpected events. Now, this is one that many people think about, but it's very important. An emergency preparedness plan is one of the six core systems Junie as well. So if you want to know more about how you can establish an emergency communication plan, go back and listen to the episode that I did and I share emergency preparedness strategies that you need to protect your business. I'm going to put a link to that in the show notes, so let's do a recap.

Speaker 1:

So my tips for delivering the best customer experience are. You need to understand the difference between customer experience, customer journey and customer service. You definitely have to implement a system to track your leads. You've got to have response templates, which makes, one, your communication consistent. Two, makes it easy for you to respond. But you also have to map out the customer journey so you know the touch points that you need to be aware of and make the experience great. You can incorporate personal touches in your customer service process, and having those templates will help you be responsive and communicate consistently. So when you design the workflows in the communication system, always stay customer focused. How would it feel on the end of the person experiencing it? That will help you make decisions as you map it out.

Speaker 1:

Now, if you're feeling overwhelmed by these concepts, I want you to know that the Mighty Society membership is here to support you with valuable resources that are designed to simplify all of this for you. For instance, the Welcome Kitten Onboarding Process Workbook was developed to ensure that new clients feel valued from the start. Again, strong relationships are built on a foundation of appreciation and clarity, and this workbook gives you step-by-step guidance so that you can warmly welcome your clients and set the tone for a lasting partnership. Then there's a directory of message templates. Now, I created this collection while I was making templates for myself, but it will also alleviate the stress of crafting routine messages over and over and over again from scratch. Think of it as your go-to resource for customizable templates that help streamline your communication. So, whether you're responding to inquiries, sending routine messages to clients, following up or letting your clients know that you're going on vacation, there's a template inside the membership that you can customize. This not only helps you maintain professionalism and consistency, but also allows you to focus on building genuine relationships instead of getting caught in the weeds, crafting messages over and over again. All of these resources and more are a part of the Mighty Society membership, which I designed specifically to empower entrepreneurs like you to take control of your business processes without leaving you feeling overwhelmed because this isn't your area of expertise.

Speaker 1:

You don't have to navigate this part of the journey alone. With the tools and resources inside, you can confidently enhance your communication processes and create a more organized approach to your client interactions. Create a more organized approach to your client interactions. When you take advantage of resources like mondaycom. You can improve your team's communication and collaboration as well. For example, using mondaycom allows you to create dedicated boards for tracking things like client inquiries and responses, track your projects. There's so many different things that you can do with it, including collecting data. So, when it comes to your team using something like mondaycom, it ensures that everyone on the team is aligned, they're on the same page, they see what steps need to be taken next, so it really fosters accountability and teamwork, which makes it easier for your dream team to stay focused. In addition, it can help you manage project timelines and responsibilities and make sure one person doesn't have more to do than another. So you can visualize your workflows, assign tasks, set reminders for follow-ups, set up notifications, like. There's so many built-in features that will automate your workflows for you. It's amazing. This level of organization not only will boost your team's efficiency, but also will enhance the service that you provide to your clients, and it will definitely make your life a lot easier.

Speaker 1:

Now, if you just want to get an idea of what areas in your back office need attention, then I have a great first step for you to take. That is to grab the BizOps checklist. It can be completed very quickly, allowing you to identify which missing processes are causing you the most frustration so you can get them in place Now. This checklist is in the resource center of the Mighty Society membership, but because I want you to take action today, you can click the link in the show notes and grab a copy. Creating a happy customer experience is not just about checking a box. It's an ongoing relationship that will foster growth and loyalty among your clients. So let's get this system in place.

Speaker 1:

Continue to streamline your operations with the goal of providing exceptional service that your clients deserve. So, as you reflect on the current client experience that you provide, think about which of these strategies you can implement, starting today. Remember, small changes can lead to significant impacts. Thank you for tuning in this week. Remember, just listening to this episode will not get you better results. So I challenge you to break the mold and take action today.

Speaker 1:

If you're unsure where to start, book a call with me to get your questions answered about the Mighty Society membership or anything else that I mentioned. A link to my calendar is in the show notes. Not ready to take that step yet? No problem. Be sure to connect with me on Instagram at the underscore Shannon Baker. You can ask me your questions there or let me know that you enjoyed the episode by taking a screenshot, sharing it and tagging me.

Speaker 1:

Now, if you haven't already grabbed my free audio masterclass, why don't you just start there? It's a great first step to assess your back office on your own, and this masterclass provides valuable insights and practical steps to help you organize your processes, reduce chaos and improve efficiency. Go to theshannonbakercom forward slash audio masterclass Now. If you haven't left a review for the podcast yet, please do so. I would love to hear from you, and it's an easy way to show some love to the podcast and help me reach more small business owners who are ready to defy the status quo. I can't wait to hear from you. So until next time, keep calm and streamline.