Make Working With You a Breeze by Using a CRM
One of the things that I believe is you can do incredible work and have the best product or services on the market but if your customer experience isn't top-notch, people won't refer you.
People refer you when the experience of working with you is freaking incredible! So… how do you get that?
Transcript below!
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0:01 Hello, I'm Ellie. I'm the founder of Calibrated Concepts, and we design websites and simple systems for small businesses. Okay, so one of the things that I believe, like deep, deep, it's one of my biggest things in my business is you can do an incredible, you can do incredible work, have the best product
0:20 or services on the market, but if your customer experience isn't top notch, people won't refer you. People refer you when you ha when the experience of working with you is freaking incredible.
0:34 So how do you get that? Well, when I, I'm really good at that. Naturally, systems are something that come very easily for me.
0:42 So I started with a project management tool and some, creating some email templates in my email marketing system or? Yeah, well, it started with actually just in my email inbox in Google Workspace, and then it, then I dropped people into my email marketing system.
0:59 But not in the marketing side. Like there was a separate list. And I used a, I tried a couple different ways to get people to sign contracts and so essentially I did lots of things right, right.
1:16 So we had the contract and we had really easy way to pay their invoices, and we made sure that all the communication was really consistent through templated emails.
1:27 We made sure that all these bits and pieces, the project was really streamlined. However, once I got those all really, really up and running, right, the onboarding questionnaires and everything, I realized I was using like four different softwares to make it happen.
1:43 Five. And yeah, that's not about that. So let's talk about you. You have got more badass client work than you know what to do with congratulations.
1:55 You were like me, you find that onboarding with four invoicing contracts, collecting, collecting necessary info all those things can be a total pain and they can take ages and a lot of admin time, if not done well.
2:08 You can create consistency for your clients and a load more time for yourself by starting with a great crm. This is client relationship management software and my favorite is dto.
2:23 I use my business to create onboarding automation dreams and you can't too. Now let's talk a little bit about CRMs.
2:32 There's quite a few out there and they really range in their features and, and that type of thing. There's a few out there that are quite similar.
2:40 You've got DTO and Honey Book are really close competitors. There's 17 hats. There's like oh, it's escaped me. But anyway, there's so many of them.
2:53 And then there's some that are bespoke for specific types of businesses. There's ones, if you're in the legal profession, there's Specific ones for you.
3:00 If you're a photographer, there's really specific ones for you that help you with those types of things as well. So there is not one size fits all, but I think that one of the best for general service providers out there is dto.
3:16 So let's talk about why I now, all those things I told you that I did with lots of different softwares before I do them all in one place in Dub auto.
3:26 I send my contracts, I have my email automations, I have all my scheduling for my clients. I do my invoicing there.
3:35 All of those types of things. And it's all automated. I have a s a workflow is what they're called, and all the emails are set up.
3:43 All my packages are set up in there. And so it's all really easy. What used to take me nearly an hour to onboard a client now takes all of 10 minutes.
3:55 And that's because most, it's just either automated or the client does it for me in their forms and that triggers the automations.
4:03 So if you were looking to start using a CRM in your business, here's what you should do. Pick a CRM and create an account.
4:11 Most of them have really good free trials to get started, including dub Sodom. Then put together a folder that contains all of your onboarding and offboarding content contracts, invoice templates, questionnaires, standard emails you send out, feedback forms, everything.
4:29 Then start transferring each of these pieces into your crm. So start creating the emails that you need to have, create the contract in there, create your invoices and packages, all those types of things.
4:44 Then create your automated workflows into your CRM that help you free up time. I have several of these. I predominantly, the ones I have is I have an onboarding one for what each major system that I work with.
4:58 And then I also have an off-boarding one. And so the onboarding one, since the contract and the invoice, it sends them their homework, it checks in with them, it asks 'em to schedule calls throughout the process of working together, those kinds of things.
5:12 And then, and those all, like I said, all those things are built in the contract, the invoicing, the questionnaires all built into my system.
5:20 And then when the project is done, which I use this on during the project for the most part, for like actual project management and task checking.
5:29 But then once the project is done, I send another sequence that is already automated that is offboarding. It sends them their final invoice, it sends them a testimonial request.
5:43 It sends them things like where to access help and support. It tells them any next steps they might need. So having a think through all of that is really important.
5:58 If you want help setting up systems in your business, whether that be a website, project management, scheduling a crm, email marketing, these are the types of things that I thrive on and get like a really geeky about.
6:12 So if you want any help, calibrated concepts is here for you. We're quick and more importantly, we make the process super easy to work with us.
6:22 All right.
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