Free Resource

Client Experience
Assessment

A comprehensive look at what it actually feels like to be your client. It’s always good practice to ask these questions before jumping into a program or process. It tells you where your head is, how you’re progressing, and exactly what to fix first.

How to use this

Answer honestly, not aspirationally. Nothing here is stored or sent anywhere. This is yours. Use your browser’s print function to save a PDF when you’re done.

Section 01

Where you stand.

Consider your current onboarding, offboarding, and in-program experience.
Section 02

Going deeper.

Make a shortlist of the things you already know you need to address.
Section 03

The touchpoints.

What, if anything, do you want to change about how you onboard clients?
What, if anything, do you want to change about your application or application process?
What, if anything, do you want to change about how you train new team members?
Section 04

The calls.

Typically the sales call before someone becomes a client. Include notes about your 1:1 calls in general. Note here if you don’t do 1:1 calls and don’t plan to.
Section 05

The details.

Do you want to change or update what you send in the mail? Note here if you don’t send anything and don’t plan to.
Section 06

The exit.

What, if anything, do you want to change about how you offboard clients?
Section 07

Notes to yourself.

You got it done. This is your comprehensive list of what needs updating and fine tuning. It lets you create your own checklist, specific to your needs, so you can customize your experience and ask the right questions. If you want help executing on it, apply to work with me.

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