If you haven’t noticed, my content has been very ‘process’ heavy over the last few years. (I even have a course all about the process of working with clients). But in this week’s newsletter, I’m not going to talk about why you need all that. Instead, I want to discuss why.
Why I’ve been so focused on emphasising the importance of an organised and professional process.
See, it all started when Jack (my partner) and I sat down one day to have a meeting about how we could improve the design agency side of our business.
Jack mentioned that if we wanted to find unique ways to improve and fine-tune how we work with clients, we had to be willing to look outside the design industry for inspiration.
So that’s exactly what we started to do.
We began listening to business podcasts.
We watched YouTube videos from people in other creative industries like videography and architecture.
And we signed up for a bunch of newsletters that discuss unique ideas and big thinking.
From this, we started to develop some really interesting ideas and thoughts.
One idea was to potentially adopt a subscription model, like Designjoy does.
Another was to have in-person brand strategy workshops for our clients.
But one day, we stumbled upon an article about the former Prime Minister of Singapore, Lee Kuan Yew’s immigration policy. (I know this sounds super random, but please stick with me; it will all make sense soon).
The article talked about what he focused on to attract talented immigrants, which took Singapore from a 3rd world to a 1st world country.
Something frequently mentioned was his obsession with the airport experience.
He’d regularly inspect Singapore’s airport for cleanliness, speed of immigration queues, and monitor the success rate of luggage handling.
Essentially, everything had to be to a high standard.
He’d also regularly get reports to focus on areas that needed improvement, even ensuring the drive from the airport to the visitor’s accommodation was improved.
But why did he do this?
To improve the onboarding experience!
He understood that people remember the beginning and the end the most.
And when visiting and leaving a place, where is that first and last point of contact?
The airport.
By making it an exceptional airport experience, he could attract and retain talented immigrants, boosting the country’s GDP per capita.
Using this as inspiration, Jack and I started to work on our own onboarding and offboarding process.
We asked ourselves questions like:
How can we make this as easy and hassle-free for the client?
What tools and systems can we use?
And what can we implement to leave a lasting impression?
Sure enough, once we implemented this, client satisfaction went through the roof!
This led to more referrals, more projects, and more money in our bank accounts.
And if you want to see exactly what we include in our onboarding process, you can enroll in my FREE course here!
See you on the inside.
Abi 😊
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