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Do you want the kind of business that sustains itself, just by the way it operates?
Where your clients are lifers and new leads are finding you before you even have time to look for them. We’re talking referrals, retention, and reputation (Oh my!).
The dream, right?
For this type of relationship to exist, there is one very important factor; White Glove Service.
A cute name for a cardinal aspect.
Whether you’ve just started your business, or you’re well along on that journey, it’s always the right time to incorporate white glove service into your client experience.
Essentially, white glove service is the how behind a luxury customer experience. Aka what takes place on the back end that makes your clients feel like a priority, no matter what part of the process they’re in with you. It’s the work on your end that creates a feeling of ease, satisfaction, and *wow-she-thought-of-every-last-detail* on theirs. And that feeling is the driving force behind your reputation with them, and the referrals they will generate for you.
→ To paint a picture, let’s say you and your competitors are offering the same service. Nailing the deliverables. Crushing the goals. But you are littering that process with surprise treats, authentic communication, and real, human connection and assistance. Who is the client going to come back to, time and again? You, duh.
This isn’t just about what you offer, but how you offer it. The purpose of this, and the reason we’re here in the first place, is to help our clients achieve their goals, and make that entire process a damn dream for them (and us!).
First, let’s just get this out of the way – Exceptional communication is not synonymous with excessive communication. All updates are not created equal. You want to share only relevant, crucial piece of information with your client that keeps them in the know, while you take care of the rest behind the scenes. This ensures that the client feels assisted in the ways you promised, but not concerned with information that is either irrelevant to them, or just not their problem to deal with.
You know when your partner makes you coffee before you even get out of bed? Or the waiter hands you the wine menu before you could ask for it? It makes you feel so…seen. This is what we are aiming to do with white glove service. Having a close enough relationship to our clients that we know when the “what next?” question will arise. We have a birds eye view of their customer experience, so we see a snag in the process and solve it before they are even aware. Or, let’s say they are aware, so you bring it to them first, along with your solution. This is a simple (but effective) way to make your clients feel seen and supported at every point in their journey with you.
From onboarding to offboarding your copywriting clients, think about the flow. Take a closer look at your platforms. Your project management tools. Your process. Ask yourself, how can I simplify this? And, bonus, how can I make it more fun?
We aren’t trying to work for the sake of work anymore, and if you’re like me, aiming to craft a business that is built around my life (not the other way around), that means reflection and consolidation. What can you pair down? What can you eliminate? What can you add a little sparkle too? Think about what you are asking your client for, from feedback to submitting documents. How can you streamline that process for them? How can you capitalize on what you keep?
Guess what, you don’t have to overwork to do this. I talk a lot about intentionality and heart- centered work because I believe in it so much. Consider what surprise pieces you can sprinkle throughout your client’s journey – something that’s preplanned for you and factored into your working time (and rate) but is a VIP touch for them. That extra something that will completely elevate their customer experience. And this doesn’t have to cost you. Map out how much additional time this will take in advance, then create a rate that reflects that time. See, smarter not harder. 😉
A beautifully curated white glove customer experience will become cyclical. What I’ve seen first hand as I’ve grown the KC Copy Studio is this – a luxe client experience cultivates a powerful bond with you and client. They feel 100% taken care of each time they work with you and are therefore happy to shout your praises (and refer their friends) when the time comes.
So, how do you help facilitate this reciprocity? Create a beautifully curated white glove customer experience will become cyclical. What I’ve seen first hand – a referral program that you can share with your copywriting clients in the offboarding process allowing them to send others your way AND tap into client-only incentives for them. With all of the other points we’ve covered in effect, your clients will feel like VIP customers, and not only continue to use your services, but tell everyone they know to do the same. This is that final touch that benefits everyone involved. You don’t want to skip this part of the process, trust me!
In an ever-competitive industry, where everyone is offering the next best package and pricing, white glove service could be the thing that elevates you above the rest. And odds are, as I’ve seen for the KC Brand and our students, it won’t only elevate you, but keep you there for the long haul.
If you’re curious but not sure, and want to know more about white glove service and how to incorporate it into your customer experience, I cover this very topic in-depth inside the first few modules of Elevated Brand Accelerator – the cure to stagnancy in your copywriting business.
I can’t wait to help you reach your next big goals!
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