Getting some distance from my business while being on a holiday has afforded me some new insights on business and mindset. When you run your own business as a practitioner, it’s easy to head towards burn-out without even realising it. I have first-hand experience with that myself.
For me, one of the best ways to break that cycle is by getting away and going on a holiday. I love travelling. My world-view shifts, along with my perspective.
That is exactly what happened during my recent travel to Japan. I had a realisation about how customer journey mapping can assist in matching what customers expect to happen while you work together.
To set up, meet and manage those client expectations can be done through a series of customer touch points.
Just like an airport. You have several touchpoints you know you will need to go through. Such as checking in, customs and security, quarantine and so forth. The same principle can be applied to your clinic, practice or Natupreneur business.
When you set up the next touch point for your customer, they will know what to expect to come next. That can be done via things like an automated email, by sending a gift, creating a welcome space at your clinic. These are just examples that can be applied to any Naturopath, Nutritionist or even Herbalist business, online or offline.
As a client, when you are going through a process, especially if that is your first time, knowing what the next step is and how far along the journey it is will manage your expectations as well as provide comfort and confidence. Each customer touchpoint will point to the next, to the next, to the next.
When you start with a client, you wcan give them a welcome pack with information on how you work, what your process is, what is expected of them and such. Once you have been working with them for a while, maybe you realise that you are no longer providing them with the same level of detail and information as you have done at the beginning.
When you start a journey with a client, neither of you will know exactly what the next steps are going to be until you start working together. Clients, however, need to know what to expect from you and from working with you. They also need to know what they can expect as the end result.
This will help them complete the journey with you and not wanting to give up half-way through.
Clients drop off when they can’t see the next step or don’t have a clear perspective of the end of the journey.
If you have clients constantly dropping off, then you continuously have to work on getting new ones to keep your business going. Having clear touch points with your clients will keep them on track, and they will keep you on track as well as a Natupreneur.
To acquire a new customers takes seven times more money and energy than keeping an old one. That in itself makes it worth working out those customer touch points and putting them in place.
You don’t want your clients to feel lost, like someone wandering through an airport, not knowing where to go next or what to do. You want to create an environment where your clients have a map and know the next steps to take with you.
So I’m wondering if you have check-in points with your customers? Do you automate any of your customer touch points? Drop me a comment below or in the Natupreneur Hub group.
Hugs
Tammy x
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