Mastering the Client Journey: The Key to Unlocking Your Business Growth

Have you spent the last decade figuring out the ins and outs of growing a business? Do you feel stuck watching others seemingly leap ahead while you're pouring your heart into your work? It's frustrating, right? But here's the thing: there's a way to take control and steer your business towards success, and it all starts with understanding your client journey.

The Eye-Opening Question

Recently, I asked a new client about their average monthly leads, appointments, and memberships. They drew a blank, which is pretty normal. But knowing these numbers? That's the difference between feeling trapped by your business and confidently driving it towards your vision.

The Missing Map

Most businesses haven't mapped out their client journey. Sure, you might have a rough idea, but have you laid out the exact steps a client takes from being a stranger to becoming a lifelong customer? This is crucial, and here's why.

The Relationship Analogy

Imagine your client journey as a romantic relationship. You wouldn't go from a first date straight to exclusive dating or marriage, right? There are steps in between – getting to know each other, building rapport, and so on. Your client journey should be similar, starting with attracting clients, moving through an introductory phase, and then progressing to more committed stages.

The Solution: Mapping Your Journey

In general, a client journey should include some version of number of leads, number of appointments, number of first time visits, number of sales (not including first time visit fees). But it’s okay if you don’t have all these numbers, and even better - your numbers don’t have to be precise.

Most wellness center we start working with only know their number of first time visitors per month and sales in total. Start with that. Figure out how many first time visitors you see per week, and how much in additional sales you make each week (i.e. not including first time visits).

Let’s say that, on average, you see 15 first-time visitors at $20/visit ($300) and make $2,000 in additional sales each week.

The next question is, ‘what would you need to know to improve the total sales per week?’

Here, I’d want to know how many of the first timers went on to buy something else, and what did they buy? Let’s say that only 20% (3 people) of first timers bought something else, and each time it was a discounted 3-pack of sessions. Great! Try and think back to what caused those three people to buy, then write out a play-by-play of everything that would have to happen in an ideal scenario (how you would greet them, how their first-session experience went, what you would say to them after the session, etc.) for the next person to buy.

Now, with your script in hand, test it on the next 15 people, record the data, and make miniature adjustments.

If this seems simple and boring, that’s okay because it IS. But that’s the work. That’s what’s required to grow your wellness center predictably.

Your Next Step

If you’d like to go faster and want help setting up and creating your business’s client journey, just enter your information below and schedule a call with us: