What Does Your Client Experience When Working With You?

so I have jokingly said for years and years and years that in order for an agent to renew their license they should also have to move and that is because we don't often enough move to really recognize the pain in the ass we put our clients through when they move hey my name is Chance Brown I'm the broker owner of CB&A and today we're going to talk about customer Journey mapping and that's a big fancy term for how do our clients feel when they use us I think there's four big steps in a customer Journey map and the first one is identifying all the points where you are going to interact with the client and this is not just from the time that they want to start using you this is from a prospecting standpoint this is from a lead conversion standpoint a marketing standpoint if I'm going to direct somebody to my website when they get to my website are they going to be able to find the thing that I directed them there for and find it easily if I send you an email as a market piece and it's got a link does that link actually work you does the video actually play um is it easy to understand if I'm sitting there does it have captions for example because a lot of people like to read their video while they're doing something else as opposed to having to turn the volume up or something like that are we making it simple simple simple simple to use us so the first thing you have to do is you have to list every Point list them all doesn't have to be in order just think of Every Which Way somebody might interact interact with you and make a list once we've done that we need to take a look at if we were in our client's shoes how would we feel going through that going through each one of those points the third step is put them all in order each one of those has to be examined and has to be looked at from a couple of reasons I think is number one is it effective do we need to be doing it does it even need to actually happen number two is is it efficient and number three and I think the most important part is is it experiential and if so is it a good experience or a bad experience because they'll talk about both there are problems that we're not always going to be able to solve but if we plan in advance and we've talked it through with our clients when those problems come up we can either propose a solution or we have a plan to move on the difference between a new agent and experienced agent in doing this is that that experienced agent has this intuition and has past experience to rely on the problem with that often times is that they take it for granted and they don't talk to their clients about it they just assume that they're going to be able to solve whatever problem pops up because they've been through so many of them but when the time comes they haven't approached their clients they haven't talked to it and so with it it's a negative surprise if you think about it like any map a customer Journey map is going to get you from one place to the next in the easiest way but it also gives you Alternatives like we've talked about if something goes wrong with there's a wreck on the on the road as you're going there customer Journey mapping is long it's arduous it really makes you think very very strategically about how you run your business but in the end it's going to create an experience for your clients that they're going to talk about for years to come so if you're looking for help with building a customer Journey map if you're looking with help for implementing or looking for tools that might help you implement uh this kind of service reach out to me I would be happy to help