Where Is Your Client Experience Breaking Down?

Question 1 of 12

When a new client says yes, what happens next?

I have a documented process I follow every time

I have a general idea but it varies by client

Honestly, I figure it out as I go

Please select an answer before continuing.

Question 2 of 12

How do your clients get updates or answers during an engagement?

There is a clear process and clients know what to expect and when

They usually reach out to me directly and I respond when I can

They have to follow up more than they should

Please select an answer before continuing.

Question 3 of 12

Do your clients receive your refund or cancellation policy before the engagement starts?

Yes, it is written and shared every time

I have something written but it is not always shared upfront

I do not have one written down

Please select an answer before continuing.

Question 4 of 12

Are your offers clearly described and priced in a way that reflects what you actually deliver?

Yes, my offers are clear and my pricing matches my value

My offers are somewhat clear but I know my pricing needs work

I am not confident my offers or pricing represent me well

Please select an answer before continuing.

Question 5 of 12

Do you know at any point in an active engagement whether a client is happy, neutral, or at risk?

Yes, I have a system or checkpoint that tells me

I can usually sense it but there is nothing formal

I often find out there was a problem after it is too late

Please select an answer before continuing.

Question 6 of 12

When a client engagement ends, what happens?

There is a structured offboarding process I follow every time

I wrap up the work and we part ways, usually on good terms

Engagements just kind of end, there is no real process

Please select an answer before continuing.

Question 7 of 12

If you stepped away for two weeks, could someone else handle a client question or concern without it falling apart?

Yes, there are processes and documentation that would hold

Maybe for simple things, but anything complex would wait for me

No, everything routes through me and only me

Please select an answer before continuing.

Question 8 of 12

Do you collect any information at the start of an engagement that lets you measure your own results and prove your value later?

Yes, I capture baseline information I can reference and report on

No, but I wish I did

I have never thought about this

Please select an answer before continuing.

Question 9 of 12

Do your clients know upfront how to reach you, how quickly you respond, and what happens if they need something outside the original scope?

Yes, this is documented and shared at the start of every engagement

I communicate it informally but nothing is written down

No, we figure it out as situations come up

Please select an answer before continuing.

Question 10 of 12

When a client engagement goes well, do you have a structured way to document the result and ask for a referral?

Yes, this is part of how I close every engagement

I ask sometimes but there is no real process behind it

No, I rely on clients to refer me if they choose to

Please select an answer before continuing.

Question 11 of 12

Before a prospect becomes a client, how easy is it to find you, understand what you offer, and take the next step?

Very easy. My online presence and intake process are clear and professional

Somewhat easy, but I know there are friction points

This is an area I know needs work

Please select an answer before continuing.

Question 12 of 12

When something goes wrong in a client engagement, do you have a way to address it proactively before the client has to bring it up?

Yes, I communicate proactively and have a clear way to handle service issues

I address it when it comes up but I do not usually get ahead of it

I tend to avoid the conversation or hope the client does not notice

Please select an answer before continuing.

Where Is Your Client Experience Breaking Down?

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