See your practicethe way your client sees it.
A one-page walk through the client's experience of your practice, from the first Google search to the first month of engagement.
Client experience is often improvised. It is assembled from habit, from convenience, and from the path of least resistance.
Exceptional client experience is not an extra. It is part of excellent professional practice.
That kind of experience does not happen by accident. It is designed.
“Clients remember how it felt to be in your care.”
Take the path a new client takes. Complete the seven stages below by literally walking through them.
01 · The Search
Open a private browser window. Google yourself the way a client would. What comes up?
02 · The Site
Click through to your website or LinkedIn. Time how long it takes to understand what you do and who you serve.
03 · The First Contact
Try to reach you or book time. Do not use the shortcuts you know. Use only what a stranger would find.
04 · The Intake
Walk through your intake process from the client's side. What do they receive? What do they have to do?
05 · The First Meeting
The first meeting sets the tone for the entire engagement. What do you communicate about the process?
06 · The First Month
The client is now inside your practice. What is their experience over the following weeks?
07 · The One Redesign
Look at all six stages. Where did the experience feel warm, clear, and supportive? Where did it feel cold, confusing, or transactional? Choose one moment to improve.
The Moment
The Change
- 01Implement the one change you named in Block 7 this week. Do not attempt more.
- 02Ask your next new client, one month in, what their experience was like. Listen for the gaps.
- 03Return to the audit in a quarter. Walk the path again. Note what has changed and what remains.
- 04Choose the next moment to redesign.
The Client Journey Audit is the introductory version of the client experience work in our core curriculum.
Explore The Practice Playbook Series