The WOW Factor | Creating an Epic Client Experience
We are here today with Jacqui Money and yes, that is her real name. And Jacqui is going to share with us how we can create an epic client experience. So, Jacqui, welcome to our podcast!
Thank you. I'm so happy to be here.
Yeah, it's so good to have you, Jacqui. So, Jacqui is a South African entrepreneur who works with coaches, consultants and solopreneurs who are ready to scale their online business. She helps automate systems and design courses for these small business owners who are ready to fully leverage their tech in order to save time, drive more sales and scale their profits. Oh man, I love this topic so much. Jacqui. I can't wait to dive so deep into this.
I can't wait either.
So Jacqui, tell us a little bit how did you get started in the tech space? How did this come about and and also what is an epic client experience? Because sometimes we just feel that we are looking to optimize right and scale and it's like the usual words being thrown around but something that is truly epic, we are keen to know how you make that happen?
So, to back up a little bit. When I started the business, my husband and I started the business together. We were still working day jobs. And we decided that we wanted to move off grid and build a tiny home. And it was we were going to move into a rural part of South Africa. And we kind of like had to figure out what are we going to do for money? What are we going to do for work? And we kind of brainstormed what we were good at. And we built the business up from there. We started while we were still working day jobs, and then I left first when COVID hit. I left my day job first and went full time in into the business and at the end of 2020 we've moved to the place where we’re building the tiny and he left his job as well. And we’re actually moving into the tiny
Oh wow- So great!
It took us just under a year to build it
That is incredible.
And Jacqui, this whole situation about building and moving into tiny house in rural South Africa. And you also working with your husband together in the business, that's a lot of togetherness. How does that work?
Well, at the moment, he’s project managing the tiny, tiny bolts. I don't see him as much as what I would when we actually moved in to the tiny. So, it's going to be interesting when we get there. But I think I'm going to be sending him out a lot.
You have to like discover new ways of building that separation that is that no longer there right. Yeah.
Exactly. So I think that we're planning on planting a lot of food forest and garden. So I'm sure
That that's exciting. That's a good balance from being in that tech space and that digital world the rest of the day, right. So, tell us how did you dive into that the tech space then? What inspired you to..?
We started out with VA work. And as I'm sure as every business evolves, you get to know what you're good at and what you like doing. And that's kind of how it was for me. I started out doing a little bit of this, a little bit of that, a little bit of everything. And then I started doing tech setups and tech load, tech pieces of launches and stuff. And that was really interesting and I was really, really good at it.
That's like when people say ‘That's my jam.’ Like that's my zone of genius, right? I know how to do it. I am a rockstar at it and I love to do it. So that's just that magical space where you really build a business from because you're passionate about it. And I can tell just from the way that you're talking about it that that you love this aspect of helping business owners with their tech. So, what's it that lights you up when you work with your customers and your clients?
You know, it's figuring out the technical stuff that not everybody can figure out. I’m a ‘figure-outerer’ and figure that's a word. And I love I love figuring out things that are technically difficult and then presenting it and saying ‘Here it is. It's not that bad.’
Yeah so interesting because I feel so like in a way similar that I've had so many situations lately where I'm trying to build a lot of automation as well just because I'm busy mom of one a toddler and and the second one on the way I'm like, ‘Okay, I don't have much time I need to build a system’ and I never thought I would be into that tech space. But I loved it, I was just so passionate about like you said, trying to figure it out. And I was like ‘Oh my God, I made it- look, it’s all automated now. I don't have to do anything else.’ This is great. And I find I am more, more passionate about it, which is why I'm so excited about your topic and it's funny how we learn this about ourselves in the process.
If you had said to me three years ago that this is what I would be excelling at I would have said absolutely no way.
Wow, it wasn’t even really in your radar. But Jacqui from this amazing experience of as you say, starting out, trying out different things and really finding what you resonated with, you became really the go to person that is now helping business owners and your clients to really find out how everything tech related works together. So I guess my question is, how does that look like when you're really helping them create that amazing client experience or epic client experience in this case? From that very first click and what does that look like from your side and what is it that also as an intrapreneur you have to look out for that you already have or that you're working on so that all can be put together as you say and make the magic happen?
Yeah, so I work in a VIP-day container. So, when clients book my service, it's they booked me for a day and we get whatever they need done, done. And so, I was I thought I had the client experience kind of worked out. I had a Google Doc for them to fill in. I had you know, like a little mini course for them to go through to get me the information I needed and everything. But I was having major issues with clients not getting the prep work, with clients not being prepared. And I was like, Is this the client? Am I attracting the right clients to me? And then I thought, let me have a look at my stuff, my processes- where were the clients getting stuck? Where was I getting stuck?
And I realized it wasn't the client. It was me. It was my onboarding. It was my processes. It was my system that was confusing. And so, I went back to the drawing board and I mapped out my processes from the very beginning when a client, when a prospective client first contacts me all the way through to when they're off boarded. And then I started to figure out where the issues were and fix them. And where I was getting stuck and doing too much I automated and we the clients were getting stuck, I tried to simplify and make it more bite-sized because what I was finding is where clients were getting stuck was they were getting overwhelmed, they were getting confused with a process. And so, I had to chunk things down and just give them one little bit of information at a time. And so, I developed a whole process and system to do that. And that's actually what the workshops about. The mapping of the process and then kind of looking at solutions and everybody's solution is going to be different. It's not a case of trying to fit everybody into one box of solution.
But I love that you that you create these workflows, really these flows right to analyze beginning to end, what is their experience and where are the touch points that meet my end where the connections have to be made and maybe they're not. And that's great because it's true and often, we don't want to admit that either. It's that it's not the client’s problem. We shouldn't get annoyed with the client. It's actually our problem to solve. There's somewhere where, either, we're not asking the right questions, we're not providing the right tools. There is that sort of gap that we need to fill. So yeah, that's really, really great. So that is what your workshop will be about, then?
It's launching today on the eight (Oct 2021), okay. But what, it's the first workshop I'm doing about this. And so, what I'm thinking is if everything goes well, I'm going to be running it twice a month. Because it is interactive. So, what we do in the workshop, is we actually map out your whole process, the whole moving process, we actually sit and map out inside the workshop. Then you can take that information and try and figure out solutions because you've got the information of where you're getting stuck and where your plans are getting stuck. So you can actually go and say, ‘Okay, this particular part of my workflow is an issue, what am I going to do to solve it?’ Or you can hire someone like me to solve that for you. So that's kind of where the workshop is at. And so because it's an interactive workshop, I'm not sure I want to put it onto, you know, a recorded kind of platform and
Because every business is different as well. That's true
And Jacqui, would this be a pertinent question to go back to because I loved_ and for me, it is an eye opener to hear you say, you know, you do really have to go back all the way to that first contact. And what is it that is happening. Because sometimes we as you say we can fall on that trap of saying, ‘Oh my God, am I really attracting the right clients?’ Because they don't seem prepared. They don't seem to collaborate or you know, or that they're ready, but maybe they just haven't understood what is it that they need in order for you to help them so like, ‘help me help you’ type of thing.
And by the same token, I feel that sometimes the other side of the coin might happen, that people might feel a little bit scared to put off potential clients. If they think that they need to make them jump through a lot of hoops, so to speak, you know, like, Oh, what if I now am asking them to do this and then there's that and then it's like a never ending obstacle race to get to where they want to go, because people are sometimes coming from that space of ‘I want to quickly, I want it done, I want it intuitive, I want it automatic, I want it yesterday.’ So, how can you help us navigate? Because I know it's a bit of a mindset shift. But also, you know, some things that you might get stuck in when you're trying to also build your workflows that you don't want to err in making it too much right for somebody that in the in the mid journey, they say, ‘Oh, you know what, forget it. It's too much time’ just to get to where you need to go.
Yeah. So that was one of the biggest issues I had. I do call set ups for clients. And so, I had a huge Google Doc. It was like 12 pages of Google Doc that they needed to fill in. And the client saw this and completely shut down. They were like, ‘This is too much, this is too confusing.’ And so I had to figure out a way to make it not confusing for them and not overwhelming. Because once you took it step by step by step, it actually wasn't really overwhelming. And so, I chopped everything down into small little bits of information. So, I will say, this is the section. This is what I need from you fill in this form. Then move on to the next thing. Let them just do that one thing, and then done. And then let them move on to the next thing. And there are tools that that we are using for that. I myself use a table. But there are plenty of other tools that you can actually chunk down your information that you need to get from your client and make it so that it's not overwhelming for them.
And I guess there's this also psychological aspect to it, where when you finish a task, you feel ‘Oh, I did something’, you know, it's like a little win, right? So you feel better about moving forward because you have already that stimulus of saying, ‘Oh, I just did that one and that was easy.’ So I am motivated to the next one. So that's great to approach it from that angle.
Yeah, that's exactly the way I approached it. Because I actually went back and asked my clients for feedback. I said to them, “Okay, I see you had a problem over here. How did you experience this? What was the issue?” And in interviewing your clients, firstly, they see that you are making an effort to make your process better. And then you are getting the feedback from them that you need to make your client experience epic.
And Jacqui, you've worked behind the scenes for some high-profile influencers on the tech automation and product launches. So, without naming names, because obviously we don't want to put you on the spot, what is your favorite project you've worked on?
I recently worked on a SLO funnel for a client. And that was super fun. I did the project management for it. And I did the take integrations for it. And I really enjoyed it. It was it. I learned a lot of new things. And it was really fun.
It's awesome when you're when you're learning right as you're doing your job but you're also learning that’s fascinating.
And for those that do not know can you explain to us what an SLO funnel is?
It is what they call a self-liquidating funnel. So what it's usually a smaller priced offer. And when you running ads to it, it means that the purchases are liquidated by the ad spend. So you're not you're not making money but you're not really spending money and then you, the people that purchase the SLO will then obviously go into your email list and you will sell them your higher priced product. And that's
So it’s like the ad is paying for itself. Right? Yes, as the leads are coming in
See, that's good because for a lot of clients, that's just, you know, they have to concentrate on their actual content and what they're putting out there and they don't necessarily have that headspace to think about these sort of background really, really important things that have to happen right. So that's that's perfect that you provide that help to them. Now before you mentioned about that you are working within a VIP day container. And I heard that a lot lately about like, ‘Yeah, I'm offering VIP days and this’ and never actually understood what that meant. But now you did make that clear at the beginning. So, you actually people can book you for an entire day. And in that day you get everything done for them from like as much as that's possible within the scope of work, but you dedicate that entire day for that client then, in that interactive approach, is that right?
Yes, that's correct. So, you know, it allows for you to focus on one thing for your entire seven or eight hours, instead of going around so, when I work on VIP days, I'm hyper focused, everything gets shut down_ emails, my phone, everything and I just focus on that thing for the whole day. And you get so much more done in that time period than what you normally would.
Yeah, that's true. It makes complete sense, especially when you're talking to tech as well, right? Like all these things you need to dive into it's very, very true. And then, but like okay, we're all in a very international realm here as well, right? I mean, we're currently talking to you from Asia to South Africa and everything. And you have worldwide clients as well. And I know a lot of your clients are from the US. So how do you make that work a time zone, because that's also often like a thing we that struggle with time zones and how to deal with that.
So I have adjusted my time to start later in my day, for and to adjust for the clients. But there’s still that kind of time period where they are probably sleeping while I'm working, which kind of works out okay, because I then get three-ish hours to just focus on work, and then by the time they get up, I've already got to show them things to get feedback. So I've already done a good, good three hours of work by that time. And then of course if it's like really like, the California time the PDT time, that's kind of like completely opposite. What I would do is I would split my day to two half days, or if I'm doing tech, it really doesn't matter. I don't I don't need as much client interaction as what as what I would say on a member vault course setup.
And which is again why this onboarding process is so crucial, right? So you have everything that you need, right?
So Jacqui switching gears a little bit because we are still very intrigued with all this rural South African way of life and how that is like? Because sometimes when you think about rural South Africa, you think about Safari excursions and that there's probably, you know, elephants around where you are or something to that effect. Can you share a little bit what that is like with you know, I don't know groceries or how do you, how do you get to to have a sort of like a normal life if that is even possible, or has it completely changed and it's just like a 180 all together?
And well, we it has kind of changed. We lived in Cape Town, which was is like a big city in South Africa. And we've moved to a small rural farming town and while there are a few small little shops, the drive into anywhere where the bigger grocery shops and stuff is about an hour and an hour drive to the local markets. Well two hour drive local market. There's an elephant park. Yeah, and that was so much fun. We actually visited the elephant Park and they adopt abandoned elephants and we could actually go and work with them and feed them. So that was fine. And there's also a cat sanctuary.
That's a long drive. But I guess you have to have your days really well mapped out and when to do that quick grocery shop so to say, right?
Yeah, there's no quick grocery shop
You cannot shop just for one item. Right? You must really make the time worthwhile
But I love how because again, like thinking if you're in the working in a digital world, right? It's so beautiful to have that absolute balance of having nature all around you, being surrounded by things that people literally travel halfway around the world to see. So that's that's really, really great. Yeah, and you do have a freebie as well for our audience today. And it is a free tech and design vault. Can you tell us a little bit more about that?
So, I created it because I was getting a lot of questions from people. And so, I do a little bit of Canva work and of course the tech stuff. And I thought well, why not just design this vault, where when I get questions from people, I can just do little short tutorial videos on how to do something and just drop it in. And they can binge on it. You know, whatever they want. And so as I get questions in I just do little videos, and I mean for example, one of them would be, somebody asked me how to add a video that is in Google Drive to the member vault account, instead of going through a whole you know, Vimeo or YouTube process. And I did the video dropped it in there for them, and then they can just sign up for it.
That's wonderful. Thank you so much for offering to our audience. Yeah, fantastic. I'm gonna get it as soon as we finish here.
And just to recap, Jacqui, you are having this On Board Like A Pro workshop that is coming up on the 15th of October (2021). And today is the day where it's open to I guess you can say the public to jump in and start signing up and getting on the waiting list. Can you can you tell us a little bit about how that works and if there are other available dates later on, or how can people be a part of this?
Yes. So, as I said, it's literally a new workshop. So, we're reading it for the first time on the 15th. That's a day for the US clients. And then I've added I've had a couple of queries for Australian clients which are the complete opposite. So, I've set a day at the 18th which is the Monday, for their time zone. And as I get requests for time zones, I can add them. And so I'm setting for October, we are having the two dates, and then if all goes well and people are still requesting it and want to join, then I'm going to set possibly two dates every month. And so, I'd prefer to do it live, where I can interact with people and people can ask me questions. As we move through the whole process. Yeah. So I'll keep on adding dates. So people can just keep on signing up. And as I get more people more dates will get added
Fantastic. And, Jacqui, just one quick one, because you are the authority here. So, for anyone out there that would like to know a little bit like what are some great automation tools for certain aspects of onboarding, like what is what is possible, if anything to automate or what are some quick, you know, tools or apps that you recommend that they should always have in order to get started with this process and to move along this journey?
Automation tools… automation can be quite complicated. But I would highly recommend Zapier-that's my go to automation tool. The support is really, really wonderful. So if you get stuck with something, don't be frightened to hit that button that help button and get on to check with them. They are really, really amazing. And then of course I use Atable extensively, and Atables got built in automation as well. So when you pay that with Zapier, the sky's the limit basically.
That’s great, thank you. I’m taking notes vigorously here.
So thank you so much, Jacqui for chatting with us today. If you want to connect with Jacqui you can find her on Instagram @virtual.duo. And we're also going to be posting the links to her Facebook page as well as the links to her website, freebie and workshop where you will find all the available dates and also the upcoming dates as well. Thank you Jacqui so much for being here with us today. It was a truly eye opening to understand a little bit this tech world for me, and I am definitely taking some great pointers.
Yes thank you so am I
Thank you. I enjoyed it.
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Jacqui is a South African entrepreneur who works with coaches, consultants and solopreneurs who are ready to scale their online business. She helps automate systems & design courses for these small business owners who are ready to fully leverage their tech in order to save time, drive more sales and scale their profits.