Creating a Business System and Process that’s Rock Solid
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The document outlines the author's business system and processes for working with clients. It describes seven key stages: potential client contact, sales, discovery, design, development, launch, and post-launch follow up. For each stage, the author explains their methodology, which involves things like response times, questionnaires, proposals, and checklists to ensure consistency and efficiency. The overall message is that having standardized processes and checklists for all aspects of the business allows one to provide a better client experience, increase productivity, and scale the business.
Creating a Business System and Process that’s Rock Solid
- 4. The E-Myth!
- 5. Three things that ROCKED my business: finding the perfect clients, selling on value, and creating an awesome business system.
- 6. Michael Gerber’s revolutionary book challenged me to think outside of my role as a freelancer or designer.
- 7. Benefits of a Business System and Process
- 8. 1. You create consistent results for your clients.
- 9. 2. You keep yourself and your clients accountable.
- 10. 3. You prevent items from falling between the cracks.
- 11. 4. You become more efficient = profitability!
- 12. 5. You can train team members quickly and walk away.
- 13. I have a process and methodology for EVERY component of my business, but the payoff is huge!
- 14. What Does My Own Process Look Like?
- 16. I have broken this down into seven different components. Keep in mind that your process may look different depending on your services. • Potential Client Contact • Sales • Discovery • Design • Development • Launch • Post Launch
- 18. Potential Client Contact Direct Email, Web Forms, Skype Chats, Phone Calls and In Person Connections. Whatever the method, be sure to fulfill these three objectives: RESPOND PROMPTLY!!! GATHER AS MUCH INTEL AS POSSIBLE, PRE-QUALIFY THE PROSPECT.
- 19. Contact by Email or Web Forms I respond within one business day or less. Always. I then direct them to two options to move forward in the process: A) FILL OUT A QUESTIONNAIRE OR ASSESSMENT B) SET UP A TIME FOR A CALL OR SKYPE CALL
- 20. Contact by Phone or In Person I do give out my phone number and Skype ID because I prefer to talk with a potential client, even though 80% of them only communicate via email. A) I GIVE THEM 15 MINUTES IF I’M AVAILABLE B) I DIRECT THEM TO MY WEBSITE AND QUESTIONNAIRES C) I SCHEDULE A 30 MINUTE CONSULTATION TO GATHER INTEL AND PRE-QUALIFY THE PERSON Phone calls are the best way to close sales, identify red flags, see if the project is a right fit, discover their budget, and build a relationship.
- 21. Sales Process
- 22. Sales is Mandatory to Succeed in Business Many freelancers would prefer to never do any sales - ever! While selling may not be easy for you, you MUST learn to become comfortable and confident in selling your services in order to thrive and survive in business. You can make the process easier if you have a rock solid business system.
- 23. My Sales Process ... This is a general overview of how I do sales, but the key is flexibility because sometimes paint by numbers doesn’t work, depending on the situation. A) ASSESSMENT OR QUESTIONNAIRE B) ADDITIONAL QUESTIONS BY EMAIL OR PHONE C) PROPOSAL (CUT AND PASTE TEMPLATES) D) INVOICING! Never start a project without money in the bank. Note: I’ll spend more time on proposal details and structure in the webinar on proposals, contracts, and retainers.
- 24. Discovery Phase
- 25. The Discovery Phase This is the phase when I try and gather additional information, conduct research, and provide additional consulting services to the client, but ... Discovery doesn’t always come after the sales process. Many times I do discovery and sales at the same time because most of my projects center on WordPress web design and I’ve created packages for the client to choose from. My process is streamlined and templated so the deposit is usually paid before I can do any discovery tasks.
- 26. Two Methods You Can Use If you’re doing development or consulting, you might need to spend time in discovery BEFORE your proposal or invoice. And you don’t want to quote a price without all the information. 1) CREATE 3-5 STANDARD PACKAGES IF POSSIBLE 2) OFFER YOUR DISCOVERY PHASE SERVICES FOR A FEE I will only spend time doing research and consulting if the deposit is paid and within the guidelines of my package terms.
- 27. Design Phase
- 28. (This is where the magic happens!)
- 29. The Design Phase A majority of my time is invested in design, and even though I love the freedom of creativity, I have a process for every type of design project. WHY? 1) This ensures that every detail is covered and the client objectives are met. 2) I can gauge the time I spend on projects and increase my efficiency. 3) I can train staff members in my methodology or teach my skill sets to students. Since most of my client work is WordPress web design, I’ll only share a brief overview of my processes for these projects.
- 30. Two Methods You Can Use If you’re doing development or consulting, you might need to spend time in discovery BEFORE your proposal or invoice. And you don’t want to quote a price without all the information. 1) CREATE 3-5 STANDARD PACKAGES IF POSSIBLE 2) OFFER YOUR DISCOVERY PHASE SERVICES FOR A FEE I will only spend time doing research and consulting if the deposit is paid and within the guidelines of my package terms.
- 31. Design Phase Breakdown 1) WIREFRAMES 2) FEEDBACK AND APPROVAL OF WIREFRAMES 3) DESIGN COMPS CREATED 4) FEEDBACK AND REVISIONS IF NECESSARY 5) DESIGN APPROVAL 6) DOUBLE CHECK AND FINALIZE ALL FILES 7) UPLOAD FILES, FONTS, AND SUPPORT MATERIALS FOR DEVELOPER I never release any files to the client or the developer until the invoice is paid in full. Always get your money first!
- 33. The Development Phase I don’t code. I don’t do development. While I understand how the development phase works, I’ll let the professionals share their best practices and methodologies for this phase. I do provide a review of the beta site when it’s ready to make sure that it matches the original design as close as possible. This is a value added benefit for clients. I will also provide additional graphics or design services as needed.
- 34. Launch It!
- 35. The Launch Phase Once the website has launched, I will add the project to my website portfolio and promote the site by social media. I follow up with the client and give additional feedback and congratulations. I let them know I’m here if they need any additional needs. I finish up by asking for a testimonial or feedback on the experience. Always improve the experience if you can!
- 36. Post Launch is Important!
- 37. Post Launch Follow Up One of the best things you can do as a freelancer is to stay in contact with your clients after you finish their project. It’s a great way to show you care about the client and it builds brand equity.Plus, you can get additional work by following up. Follow up every three months by phone call or email. This should automatically be built into your CRM.
- 38. Checklists Galore. A Final Word on Business Systems.
- 39. Having a checklist and process for EVERY part of your business is NOT overkill. Think like NASA and the Space Shuttle. Your clients will thank you and appreciate it. You will too!