Breaking Down Your Customer Journey
Have you ever thought about the step-by-step process you and your customer go through when making a purchase in your business?
Yes, and they’re all nicely documented in my project management tool!
Ummm nope!
I started it and then...yeah didn't finish.
I used to be B, then C, and now A. It’s a journey, right?
I met with one of my new coaching clients a couple of weeks ago and her goals are to go from freelancer to an agency, branch out into new networks, and hit her income goal that she had missed last year.
Leeeet’s go is what I was thinking in my head 🙌🏼.
The first order of business was to break it all down.
what are your current services
why did she feel she didn’t hit her income goal
Her homework was to break down each of her service offerings (there are 4) step-by-step.
Because this isn’t always fun and oftentimes gets put on the back burner for months or even years I wanted to share what came out of this so you can see why it’s so important and how it helps in your business!
Over the next week, she took the time to sit and break out her different services step by step and added how long each step typically takes.
Hang with me because this is where it’s about to get so good.
She sent me the google sheet (see, doesn’t have to be fancy) with the breakdown. She had also added two columns - one to show which tasks she would own and the other to show which tasks could be completed by an assistant/VA/etc. She then added a row to show the total time for the project and multiped it by her current rate to see how much the total project would cost.
Just amazing, right?! Okay, you’re probably not as giddy about this as I am, but it was beautiful!
So, we jump on our call and I ask her what her wins were for the week (remember my mullet style of coaching - we have some fun and then get down to work).
She states that putting together this spreadsheet was a win!
We pull it up and as we’re looking at this gorgeous spreadsheet together and I ask her what about it was a win.
“The clarity that it brought me.”
She was able to see three things from this one assignment:
She was able to see a workflow to know how many of each project she can actually take on based on how many hours she wants to work each day.
She was able to see what position(s) she needs/wants to hire for based on the different steps of the processes. She saw where her time was best spent and where it wasn’t.
She saw that she needed to not only raise her prices but move to charge a packaged price rather than hourly. Just raising her prices will move her way closer to her income goal!
Bonus! Because she wants to add to her team she now has an incredible start to creating her processes that she’s going to add to a project management system so she can see how communication will flow, any tutorials that need to be made, etc.
Can you see how powerful this is?
Even if you’re not wanting to build a team or hire anything out in the near future, just having these written out will allow you to see how much time you’re actually spending on projects, how much money you’re actually making, gets it out of your brain, and can also allow you to see where you can add some automation to save you time.
Is this something you have taken the time to do?