How To Create A Client Wrap Up Process
Last week, we talked about what to do after a client says “yes” to working with you – and having a clear new client process that you use every time you sign on a new client..
But what about when your time with that client is coming to a close?
A client wrap up process is the kind of thing we often know we should do, and mean to do, but often forget about. It’s easy to get busy with other things and let this slip off your radar. By outlining a clear client wrap up process (and scheduling it into your calendar!) it’s much more likely to happen.
There are 3 key reasons to have a wrap-up process:
1. Ensure the future success of your clients
2. Collect feedback and testimonials
3. Give opportunities for continuing to work together
Whether you choose to do your wrap up process via email or phone is totally up to you, but for higher priced one-on-one coaching, I recommend you add on a “closing call” to your coaching packages. Going through the process on a call is much more personal and will allow you to go through it more thoroughly, without taking time out of your client’s coaching sessions.
Let’s dive a little deeper into each of the items I mentioned above, and how you can set this up for yourself.
Ensure Future Success
The best marketing you can possibly have is past clients with amazing long-term results. If your clients continue to have success 3, 6, and 12 months down the road, they will surely recommend you to others and you’ll get word-of-mouth referrals!
When working with your clients, there’s a lot of hand-holding, guidance, and teaching coming from you, so your clients are probably experiencing amazing results. But you know that once your time together is over, they’re going to dip a little.
Once you wrap up, include whatever extra resources your clients are going to need to stay on track. This could be a summary of the major lessons they’ve learned, a plan for the next few weeks, or resources to stay motivated.
To streamline this, create a PDF or package of the standard wrap up resources you send to each client and include a few personalized notes or recommendations in your email to your client.
Collect Feedback and Testimonials
Your wrap up calls or emails are the perfect time to ask for feedback from your clients. You can use this opportunity to get insight into what you can improve about your program, and what’s already working really well.
Including this in your wrap up process insures that the results and experience are still fresh in your client’s mind.
If you decide to use emails, you can use a service like SurveyMonkey or Typeform to create a user-friendly feedback form that asks very direct questions. Generic questions like “how did it go?” typically won’t be specific enough for you to gain any real insight from the response.
The questions you ask can also be used to get feedback to improve your offerings and to collect testimonials that you can later use on your website, sales pages and promotional emails.
Ask questions like:
- What was your favorite part about working together?
- What was the most challenging part for you about this program?
- What is one thing I could have done to make it easier for you to achieve the results you wanted?
- What were the specific results you achieved?
Give Opportunities For Continuing to Work Together
Just because your current program has ended doesn’t mean you need to shut the door on working with someone. In fact, you should use this opportunity to open the door to your other offerings – or to simply extending your program.
I have one amazing coach that I’ve worked with for over two years! I initially signed up for a 6 month program. The program was amazing, but when it ended I knew I wanted to go deeper. I get so much out of my work with her, that I keep renewing! And, I’ve been working with my nutritionist and her team for over five years! (I’m not saying this is the norm, but it’s definitely something to keep in mind.)
Think about the programs you offer and how they might lead into each other. If you only have one offering think about what kind of program or coaching a client might want immediately after they finish working with you. This could look like:
- Offering a VIP day to a one-on-one client 1 month after you wrap up to help them stay on track
- Offering a group program or detox following a one-on-one, or vice-versa
- Offering a weekend retreat
- Or simply continuing with another 3-month or 6-month program
If your clients have had a great experience working with you, chances are they’ll want to know what their options are to keep up the momentum. Based on my experience, clients don’t typically ask about continuing. They tend to think that they should be “done” at the end of the program. So, it’s important that you give them options to continue to build on their success.
Doing these 3 things when wrapping up with clients will improve your business and strengthen your relationships with your clients.
Now I’d love to hear from you!
What do you do to wrap up your client sessions?