It's all about the experience.

Over the weekend we had a rare family get-together at Burleigh Heads on the Gold Coast (see picture). I went for walk on the rocks, smelt the ocean, and listened to the waves. And I remembered.

What I remembered were experiences. Mostly good experiences from my childhood holidays at the beach. Fishing, sunscreen, music ...

What would you like your clients to experience when you work with them? What will trigger a good memory for them in the future?

Maybe it is the way you speak with them; or something you give them. Even if you don't do anything, your clients will attach a memory to the experience of using your services.

What do you want them to experience?

Plan your client management processes so you create the impression you want to. Don't leave it to chance.