4 Videos to Create to Improve Your Client Experience Right Now

Let me tell you something I’ve noticed working inside my clients’ businesses: the ones who add video to their client process, even one unpolished video, consistently build more trust, get better responses, and create an experience people actually talk about. Today, I’m sharing four videos that I think you should create to improve your customer experience right now (with real examples of people actually doing it.)

Before we begin, if you’re new around here, hi! I’m Colie, your go-to systems fairy godmother. If you have questions or need help on streamlining your systems and strategies, I’m here for you! Want to learn more about me? Head here now and let’s be friends.

Video #1: A Thank You Video After Someone Inquires

This one can live on your static thank you page (the page people land on after they submit your contact form). It doesn’t have to be personalized. In fact, if it’s on a redirect page, it shouldn’t be, because the same video needs to work for every person who fills out that form.

What it should do:

1. Acknowledge that you got their inquiry
2. Give them a little more context about you and how you work
3. Tell them what happens next

You record it once and it lives there forever. Every single person who inquires gets something warmer than a blank confirmation screen.

If you want to go the personalized route, that’s also an option (and a high-impact one, at that). Alison Bell, a family photographer based in Hawaii (and a recent podcast guest), records a custom one-minute video for every single inquiry she receives. If she’s available, they get a personal video.

It’s not the easiest approach, and it’s definitely not for everyone. But if you’re comfortable on camera and you want to stand out from the first touchpoint, it’s worth considering.

Video #2: A Video That Replaces (or Supports) a Sales Call

Real talk: not everyone wants to get on a call. Some of your leads are busy, some are anxious, and some will never book a discovery call even if they really want to work with you, because carving out a quiet 15 minutes feels like too much.

A video that walks through your process, answers the most common questions, and tells them exactly what working with you looks like can do a lot of the work a sales call would do.

Let me give you some examples of clients who have done just that inside Systems in Session this year.

Regina created one templated video explaining how her sales process works and embedded it directly in her Dubsado proposal. One video, sent to everyone who inquires for that offer. Efficient and still far more personal than a wall of text. This is great way to dip your toe into the client experience video pond in a low-lift way.

My client Kara does something similar, but she chooses to go the custom route and records a personalized video embedded in every Dubsado proposal she sends. It takes a few minutes and it changes the entire tone of what she’s sending.

Last example, Mori, a stationery designer, created a process video that lives inside her inquiry questionnaire. The moment someone reaches out, they get a video that explains her process, her design fee, and what she needs from them to send over booking details. Unlike Regina and Kara that included a video inside the proposal with the offer to book direct, this process requires additional information before the proposal is sent.

All these approaches work. The right one depends on your volume, how much you want to personalize, and if you feel comfortable making the offer to book without an additional step.

More recently, two of my current Systems in Session clients are replacing or supplementing their discovery call process with VideoAsk. NOTE: this was a hot topic in the last Email Like You Mean It sprint.

Morgan (a photo organizer and HoneyBook user) is putting Video Ask directly on her contact page. So before someone even inquires, they can watch a video explaining her process and record a quick response with their questions. You can still fill out a contact form if you want, but video comes first.

A previous Blueprint student Erin (a wedding photographer and Dubsado user) recently joined Systems in Session and decided to do something similar on her contact page. She’s using VideoAsk to give her potential wedding photography clients options: video, audio, or text to reach out. Her words: “If you’d like, you can hit video below, hit audio below, or send me a text message, and I will get that information to you just as soon as possible.” This will be particularly useful to start the conversation faster for her clients that are getting married in less than 4 months.

Client experience videos inside your inquiry process, offer flexibility in an easy way to improve your client experience before they even book.

Video #3: A Video That Walks Clients Through Their Deliverables

Next, when it comes to creating a video that will improve your customer experience, make a video that helps your client’s use the deliverables that you have given them. For example, if you are a website designer, you may want to make a video that walks them through their brand new website, gives them the highlights, and also share some tips for how to hit publish and use that website immediately.

Another example? Some photographers might think they don’t need to show their clients how to use their deliverables (in this case, their photos), but you do! For my fellow photographers, you could make a quick video on how they access and download their images from their online gallery software.

Sometimes people struggle guys. Sometimes people are on their phone (not their computer) so maybe it makes it harder or different for them to download their photos.

Every single one of us can make an informative video showing our clients how to use the deliverables that we have given them. It doesn’t have to take a long time (none of these videos do!) but if can have a big impact on your overall customer experience.

For example, Courtney, a brand and web designer, does this inside her feedback phase. She creates a personalized walkthrough video for each client and embeds it inside their approval/feedback form. She even requires they check a box indicating they watched it, before they can submit their approval or revision request.

Video #4: A Personalized Testimonial Request Video

This one came out of a conversation I had with Alora Rochelle on her podcast, Often Ambitious recently, and I haven’t been able to stop thinking about it.

What if, instead of a generic “please leave me a review!” email, you sent a short personal video?

Something like: “Hey Sara, I’m so glad I got to be part of your day. It was a beautiful wedding. If you and Dave wouldn’t mind clicking below and leaving me a few words, it would genuinely mean so much to me.”

What do you think happens to your testimonial conversion rate when the ask feels like it came from a real human who remembered your name?

You can even give them a prompt or two (like a question to answer in their testimonial so they’re not staring at a blank box). Take the friction out of it entirely.

The ceiling on this one is high.

The Best Videos to Create to Improve Your Client Experience

Alright, I hope that wasn’t too much to throw at you at once. If you want a little extra tip, take these videos and consider making them or editing them to be public facing too (especially the third video!). You can put these videos live on your website or inside of a blog post so you can get more traffic and SEO to your website too.

And hey, while you’re looking to improve your client experience, I’d love to help! I’m currently booking for my next round of Systems in Session (and you can grab all the details here).

Want to hear a few related podcast episodes?