How I’m Building My Offer Ecosystem Around the 3 Levers That Drive Client Experience

Hello. Hello y’all, and welcome back to another episode on Business First Creatives podcast. If you think your systems are trash or worse that you don’t have any systems at all, today’s episode was created specifically for you. And my advice might surprise you. So here it is. Here’s the whole episode. You don’t have to fix everything at once.

Okay? Lemme say it one more time. You don’t have to fix everything at once. In fact, you probably have more systems than you realize.

Because systems aren’t just automations or fancy workflows. They’re the way that you communicate and deliver your services. And whether you built them intentionally or not, you’ve already got processes running your business behind the scenes.

The question isn’t whether you have systems. It’s whether those systems are helping you or quietly creating more confusion than they should. And listen for most service providers.

A CRM is one of the highest ROI investments you can make inside your business, even if all it does is help you manage inquiries and get paid. That 20 to $40 a month you spend on that tool can literally transform how efficiently and confidently you run your business.

But optimizing your client experience, that’s a different level of investment. It’s going to cost you time, money, or both, but you get to decide how much. You get to choose your budget, your capacity, and your timeline. . That’s why I built my offer ecosystem to support you at every level.

So no matter where you’re starting, there’s a next step that fits. So today I’m walking you through the three essentials that every creative business needs in place for a client experience that actually converts, and three paths that you can take to fix what’s not working based on your time, energy, and current capacity.

Okay, so when I’m inside someone’s CRM reviewing their client journey, I’m not just looking at how pretty their portal is or whether their brand colors are connected. I’m looking for three essentials, because if even one of them is weak, your whole system suffers. So client experience, essential number one, is a proposal that sells.

Now, I’m not just talking about a pricing page on your website or a Canva document that you send, but something that walks your lead through your value, answers their questions, and makes it easy for them to say yes.

Client Experience essential number two is an onboarding process that builds confidence. Once someone signs your contract and pays you money, what happens next? Do they know what comes next? Are you showing them how excited you are to work with them and reassuring them that they made the right choice? Your onboarding should build trust and clarity from day one.

And then there’s client experience essential number three, the delivery and offboarding that gets you referred or re. When the work is done, are you leaving a lasting impression or just quietly dropping off their files and backing up into the bushes? Like Homer Simpson, A strong offboarding process turns happy clients into repeat clients or enthusiastic referrers.

Now these three touch points, your proposal, your onboarding, and your offboarding are what I look at in every single audit that I do, and they’re built into every single system that I create. They’re the foundation of a client experience that builds trust, creates clarity, and makes you money.

Okay, so back to my offer ecosystem and how I can help you with this because I do literally have something for you at every budget.

So it really just depends on the budget that you set for yourself. Are you gonna DIY it and you need a lot of time, or are you gonna spend some money and get some help? But now that we know what every client experience needs, let’s talk about how you can fix the pieces that might be broken in your current system.

I’ve simplified everything into three paths so that you can get the support that you need without overcomplicating things.

So. Path number one is to diagnose what’s not working. This is usually for people who have been in business for a while and you feel like something is off and you can’t quite put your finger on it.

So I’ve got two options for you. The first is a client experience audit, and this is what I talked about in last week’s episode. This is you tell me your offer, I go through your booking and delivery process like I’m your client. And then I give you a custom report that shows you exactly what needs attention and ties to the three essentials we just talked about, along with three quick wins that you can implement immediately.

Now, if you don’t have a five minute booking process specifically, the other path that I want you to take here is buying a proposal template or setting aside time to create one yourself. If you already know that your proposal is what’s causing hesitation or ghosting from your leads, this template is gonna help you fix it.

It’s built to convert in five minutes and is perfect for creatives who are tired of rewriting the same information over and over again when you’re responding to leads. So you’re here if backend mostly works, but something feels off and you want some clarity and momentum fast.

Okay. Path number two, fix the emails that are running your experience.

Guys, I know I’ve talked a lot about your client experience emails, but I feel like some of you are still not hearing me, so I’m gonna say it again. Your systems are only as good as your communication, and most of the time, email is where the client experience breaks down. Now I’ve got two ways that you can work with me to get your emails where they need to be.

The first is my free guide. It’s called Emails That Convert. It’s gonna help you stop overthinking every email and start sending messages that are actually moving your clients forward with personality, purpose, and clarity.

Okay, and then we’ve got my course email like you mean it. This is when you are ready to go all in on your client communication and you want to do it fast.

This is my course that is gonna help teach you my full three P framework, purpose, personality, and preview, and give you the templates and the AI support that you need to get it done in a single weekend. Now you’re here. If you have systems in place and they’re actually working for you, but you know that you have communication gaps. You know that there are large chunks of time where you are not touching bases with your clients, or you read your email and you gag a little bit.

It’s not just about the email. This is what’s costing you trust, time, and probably conversions for people who are ghosting you or walking away because your communication is lackluster.

Okay? And then there’s path number three, and this is when bandaid fixes might not cut it. I know I said at the beginning of this episode, you don’t need to tackle everything at once, but what if you are in a place where you wanna tackle everything at once?

I wanna be able to give you an entire system that you can implement from inquiry to delivery that makes your client experience something that your clients rave about. They’re not just talking about the thing that you delivered, they’re talking about how you deliver it.

So first I’ve got the CRM blueprint.

This is my strategic DIY course for creatives who want to build their CRM, Dubsado or HoneyBook that reflects their process and not just what someone else told them to automate. Guys, my course includes processes to map your entire customer journey, email strategy, and templates. We’re talking proposal [00:08:00] templates, questionnaire templates, workflow templates to where you can finally set everything up the right way.

Now, if you’re saying, yeah, I love that idea, but I’m not doing a course. That’s okay. I have another option for you. Systems in session is my Done-with-You program. You get me inside of a container for 60 days and I will put my systems expert eyes on everything that you create from start to finish. We map out your systems together.

We build it in phases, and we make sure that your workflows and client touchpoints work for you and your business without the overwhelm.

Now you’re here. If you are in a place where you no longer want to guess at what needs to happen and you want someone to hold your hand to make sure that the process is done right.

Okay, so you’ve made it to the end. You’ve listened to the entire episode, and you’re like, Colie, I still don’t know where to start. It’s okay. I’ve created something brand new just for you. It’s a private podcast series called Fix This First. You get it right, it’s gonna walk you through each of the three essentials and what they actually look like inside your client experience.

How to tell which one needs the most attention right now, and which path in my ecosystem might be the right next step for you based on your capacity, budget, and energy. You can grab this totally for free at Colie james.com/systems. Okay, so I wanna loop it back around to where I started this episode.

You can grab this totally free at Colie james.com/systems. Okay, so now I wanna loop it back around to how I started this episode. You do not need to fix everything at once. You just need to fix the thing that is slowing you down the most, whether that’s a proposal that’s not converting where you want it, emails that aren’t moving people forward and are leaving them confused.

Or a system that feels like it’s running you instead of the other way around. I have something to help you. That’s what my ecosystem was built for clarity and strategy around your systems and support that actually fits you where you are in your business.

I would love to help you take the next step. So if any of this sounds good, visit the show notes. All of the links are there, but I would really encourage everyone to start with that new private podcast. Go to coliejames.com/systems. Okay, that’s it for this episode. See you next time.