CLIENT JOURNEY
Your client shouldn’t have to wonder what happens next
A good client journey starts before someone books you and carries on long after they have paid the deposit.
From the first enquiry to the wedding itself, your client should know where they are, what they need to do and when they are likely to hear from you next.
And for you, there should be a clear enough process that you are not rebuilding it every time someone books.
The first enquiry sets the tone
Someone found your work, liked it enough to get in touch and is now waiting to see what happens. A good first stage gives them some reassurance quickly. Their enquiry is acknowledged. You have the information you need to respond properly. They know what the next step is and, if you send a quote, they know what happens after that too. And if they go quiet, there is a plan for following up rather than the enquiry disappearing into an inbox. You do not need to bombard them. You just need to make the next step clear.
Booking should feel like a beginning, not the end of the sale
Once someone decides to book, there is usually a burst of activity. A confirmation. A contract. A payment or deposit. Information they need from you and things you need from them. A good client journey brings that together and then makes the next stage clear. The client should leave the booking process knowing they are booked, what has been completed and when they will hear from you again. That last part matters. Especially when the wedding might still be a year away.
The quiet middle still needs a plan
This is the part of the client journey that is easy to overlook.
They have booked. The wedding is months away. Nothing feels particularly urgent.
But that does not mean nothing needs to happen.
There might be a questionnaire to complete, a payment coming up, an appointment or trial to book, information you need to collect or just a useful check in at the right time.
A good client experience does not mean constantly contacting someone.
It means they are never left wondering whether you’ve forgotten about them.
As the wedding gets closer, things should get clearer
The final weeks are usually when more information starts moving in both directions.
Timings need confirming. Appointments, schedules or final details might need checking. There may be a final payment. Your client may suddenly remember three questions they meant to ask six months ago.
A good journey gives those things somewhere to go.
You know what still needs doing.
Your client knows what you need from them.
And both of you arrive at the wedding with fewer loose ends.
Ready to get your business out of your head?
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I have absolutely loved using Crevida!
It has completely streamlined my business and made the admin side of things so much more manageable. The recent updates have made the whole interface even more user-friendly, which I really appreciate. One of my favourite features is being able to see when a quote has been opened - it saves that awkward waiting and wondering whether your email has ended up sitting in someone’s junk folder! It’s made such a difference to the way I manage my enquiries and bookings, and has taken so much of the stress out of keeping on top of everything behind the scenes. I honestly couldn’t imagine going back to managing it all without Crevida now!
Makeup by
Tish
www.makeupbytish.co.uk