Implementing systems can make a significant difference to the efficiency you experience in your business but don’t just think about yourself. Make sure that you think about systems for clients and how systems can improve their experience.

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Welcome Pack

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Do you have a standard way of informing your new clients about your business and the service they can expect? This is your chance to set the tone for your business relationship. Make up a folder that includes some information about your business and about the person they’ll be predominantly doing business with. Let them know what your standard work arrangements are eg. How long will a missed call take to be responded to. Even though your terms and conditions were probably included with your proposal or quote it’s a good idea to include another copy and include a tasteful amount of information with the full range of services that you provide. You aren’t trying to be too salesy, just giving them an overview of your business and what they can expect. Setting client expectations from the beginning can help to avoid misunderstandings later on.


About the Client


How do you gather information about your client, via meet and greet over a coffee or a Skype call? Take the opportunity when your client first comes aboard to find out as much as you can about their communication preferences, background level of knowledge, their business, their plans for the future. Design a form to capture this information in a standardised manner. I’m not suggesting for one minute that your chat devolve into a survey. Instead use this form as a prompt for you so that you don’t forget to bring it up in conversation.

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Information gathered early on will then help you to tailor your client’s experience with your business. If you know that they aren’t tech savvy then you know that you’ll either have to spend some time teaching them how to use DropBox or you’ll need to adapt your standard process to meet their requirements.


Information Sheets


If you find out that your clients are absolute beginners let’s say with book-keeping, don’t expect them to know what information you’ll need. Design a checklist that they can put on the wall that will remind them what they need to send and when. Going further and providing suggestions about how to manage their records so that they don’t get lost is also something that an absolute beginner would appreciate. Let them get the benefit of all of those years of your experience.


Even if you clients aren’t absolute beginners information sheets can still be useful. Remember just because you’ve already included it on your website don’t assume your client has had time to read it.




Do you have important dates throughout the year that your clients need reminding about? BAS deadlines, application closing dates and renewals can easily slip the mind of your busy clients. Send reminders via the most appropriate channel for your clients so that you don’t have a mad rush closer to the deadline. Your clients may not thank you for it but you can be sure that they will be grateful. They don’t appreciate the last minute rush either.




Whether it is a card for their birthday or a gift for the anniversary of their association with your business, these surprises can make a big impact. Get these dates onto a spreadsheet or into your CRM. You’ll be on top of those important dates and your clients will be feeling the love.


By making the lives of your clients easier you’ll also be making your job easier. Isn’t that what we all want?


Have you implemented systems for clients in your business?