#223 - Why Your Client Experience Is Costing You Referrals (And How to Fix It)

Your client experience could be the secret reason you’re missing out on referrals—and you might not even realize it! In this video, I’m breaking down the most common mistakes people make when working with clients, from communication blunders to messy onboarding. Don’t worry—I’ll also show you how to fix them and create an experience that wows your clients and makes them want to refer you to everyone they know.

🎥 Here’s what we’ll cover:

Why communication is the foundation of trust (and how to get it right).
The importance of having transparent systems to avoid "organized chaos."
How to fix onboarding processes that confuse or overwhelm clients.
Why clear contracts are key to setting expectations.
Fun ways to go above and beyond to indeed wow your clients!

💡 Ready to improve your client experience? Download my free Client Experience Toolkit for actionable templates and ideas to help you streamline your systems and boost referrals.

👉 Grab the free Client Experience Toolkit here
Make your client experience unforgettable—and watch your referrals soar!

⌚ Time Stamps
0:00 Why referrals are important for your business growth and why you're losing referrals
1:50 Communication that misses the mark
2:10 Common slip ups
2:30 How to fix it like a pro
3:07 No clear systems - you know organized chaos
3:25 Here's where it goes wrong - samples!
3:50 Make it easy for them - ideas!
4:44 Awkward or non-existent onboarding
5:00 What not to do - samples
5:28 How to WOW them - ideas!
6:07 Vague contracts and terms
6:25 The usual offenders - samples!
7:00 Keep it simple - ideas!
7:32 Forgetting to WOW your clients
7:52 What to do instead - samples!
8:54 Grab our Free Client Onboarding Checklist
9:20 Check out our 5-Star Client Onboarding Strategy & Workbook

🔗 Resources Mentioned:
FREE Client Onboarding Experience Checklist
https://jennielyon.com/clientonboarding

The $10/Day Ad Strategy Template
https://jennielyon.com/ads
Schedule a Free Call with Jennie Today - https://jennielyon.com/chatwithjennie

WHO AM I?
If we haven’t met before - Hi 👋 I’m Jennie, a digital marketing expert turned owner of a 20+ year digital marketing agency. Through my videos on this channel, my podcast, and my writing, I share marketing strategies and tools to help you build and grow an online business you love.

🧩 Connect with Jennie Lyon:
Website: https://jennielyon.com
Instagram:   https://instagram.com/jennielyonmarketing  
LinkedIn: https://www.linkedin.com/in/jennielyon/?trk=author_mini-profile_title
Podcast: Digital Marketing Made Simple on Apple Podcasts
YouTube: Jennie Lyon Digital Marketing 

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