Hello, hello, and welcome back! Today, I want to dive into some common client experience mistakes I’ve been spotting during my recent client experience audits (in case you’ve been making them too).
In case you missed it – I introduced a new service during Black Friday where I hop into your CRM and audit your ENTIRE client experience—from inquiry to delivery. And believe me when I say I saw some themes going on! I was actually surprised, because I have completely free trainings and podcast episodes that address these things! So that’s why I’ve decided to give you the three main mistakes I’ve seen and how you can avoid them to improve your business! AND I’m even sharing which podcast episodes you should listen to that address these issues.
Before we dive in, a big warm welcome if you are new here! I’m Colie, your trusty systems guru and business cheerleader. If you have any questions or need some expert advice on optimizing your systems and strategies, you’ve come to the right place! Want to know more about what I do? Head over here to learn more.
I talk about all of this AND MORE on my podcast, click here to tune in! Alright, let’s get into it.
1. Lack of Segmentation in Lead Responses
One major issue I’ve noticed is the lack of segmentation or starting a workflow when someone inquires with you. Many of us set up a contact form on our websites or social media, but what happens next is just as important. The first step you should take is to send an automated lead response. Even a simple “Thank you for inquiring, I’ll get back to you within 24 hours” is better than nothing.
However, if you’re using a robust CRM like HoneyBook, Dubsado, or 17hats, and you should be, you can go a step further by customizing the automated lead response based on the specific service the potential client is interested in. For example, if someone inquires about a Dubsado VIP day, they should receive an email with details about that service, case studies, and relevant information. In contrast, if they ask about a course, the response should focus on course details and student testimonials. This isn’t as hard to set up as you might think!
I have free training called Love Your Leads. This training covers everything from the moment someone inquires to when you book them, helping you convert more leads into clients. If you need a hand with this, click here!
2. Using a Single Workflow Per Service
The second of the client experience mistakes I see is using a single workflow for each service from inquiry to delivery. For instance, if someone inquires about a brand photography session, you might be activating a workflow from your lead capture form, but then you’re sticking with that one workflow all the way from inquiry to delivery.
This can be a big mistake. Why? Because a single workflow can become overwhelming and ineffective as it tries to manage every step of the process. Instead, I recommend breaking it down into four separate workflows: inquiry, booking, onboarding, and delivery.
I’ve actually dedicated an entire podcast episode to this topic! In it, I dive deep into the four workflows that every photographer or creative entrepreneur needs. Not only do I explain each workflow, but I also break down what should go into them.
If you prefer to have this information in a handy PDF, I’ve created a freebie that complements the episode perfectly. You can get your hands on it, here. This freebie will guide you step-by-step on how to design the four workflows that I recommend for every business owner.
A quick heads-up: the content is specifically tailored for Dubsado users or those with access to the new 2025 Honeybook Automations Builder. If you’re using the pre-2025 HoneyBook Automations, you won’t be able to run multiple active workflows simultaneously. However, I still suggest building workflow phases as outlined in the episode and the freebie to streamline your process.
3. Not Utilizing the “Form Not Completed” Conditional Trigger
Alright, folks, we’ve reached the last common error I’m seeing in client experience audits, and this one’s specifically for Dubsado users, or those with access to the NEW Automation Builder in Honeybook.
The error? Not using Dubsado’s “Form Not Completed” trigger or a conditional action for when the action is NOT completed in Honeybook. This feature is a lifesaver for automating follow-ups when clients don’t complete forms, whether it’s a questionnaire or a proposal. Here’s how it works: if a form isn’t filled out within a set number of days (let’s say three), Dubsado or Honeybook can automatically send a reminder email or trigger any other action you need.
Unfortunately, the HoneyBook Automation Builder (pre-2025) doesn’t have this feature, which can be a bit frustrating because it means more manual work for you (you’ll have to redo your old automation setups). But if you are able to implement this into your business listen up—this is how you can save a ton of time and effort. Instead of setting up internal to-do tasks to check on form completion, you can rely on Dubsado or Honeybook to handle it for you.
For example, if you send a proposal and it isn’t completed within two days, you can set up an automated email reminder to go out. If the client completes the form right away, the trigger won’t fire, so you don’t have to worry about unnecessary emails being sent. The system is smart enough to know if the form has been filled out, and it’ll gray out the task if it’s already completed.
Using this trigger not only reduces your workload but also ensures that no client slips through the cracks. So, make sure to take advantage of this incredible feature to streamline your workflow and improve your client experience!
Common Client Experience Mistakes in Your CRM
These three client experience mistakes—lack of segmentation, using a single workflow, and not utilizing a conditional “Form Not Completed” trigger—can all really hinder your business behind the scenes. By addressing these issues, you can streamline your processes and provide a better experience for your clients.
If you think your systems could use an audit, I would love to help you out! Interested? Book a 15-minute goals call with me, and let’s chat about your systems. Ready to get started? Click here!
Don’t forget to check out my free resources to avoid these mistakes. You can find the Love Your Leads training in both audio and video formats, and my four workflows freebie, here. Thanks for being here, and I can’t wait to help you improve your client experience!
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