EP 252: Making New Clients Feel At Home With SmartStart Founder Linda Lopeke
For our final episode on our series on designing exceptional customer experiences, I spoke with Linda Lopeke, the founder of SmartStart.
Linda knows that customer service starts long before the first purchase is ever made.
She's designed her entire client on-boarding system to set clear expectations, ensure fit, and make new clients feel at ease. Instead of crossing her fingers and hoping she doesn't run into customer service problems, Linda has crafted a process elevates her client experience.
I talked with Linda about the lengthy application process she uses, why she interviews every prospect before they can work with her, and how she brings on a new client step-by-step.
Play close attention to all the opportunities Linda has to set expectations throughout the process and reduce the friction of doing the work.
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