Elements of a Workflow
One of the most common questions I receive as a systems expert is “how do I create a workflow”. If you haven’t already done so, I also recommend reading this article I wrote on the 6 Questions To Ask While Creating your Workflow. Here are some core elements to workflow creation that you need after you’ve defined your processes:
We start with packages and offerings because quite honestly that’s why we’re in business in the first place. We have a product or service that helps someone else achieve a desired result. Therefore when creating a workflow we need to make sure that we have packages and offerings to present.
Now that we have our packages and offerings, we need a succinct way to present them to clients and potential clients. We do so in the form of a proposal or menu of offerings. Proposals are a great way to educate your client and show them why your services are needed. Designing them in a way that beat connects with your potential client is key for you moving forward to the next step.
At various stages of your workflow you will need to send your client some form of communication. In most cases that form of communication is email. As a service based business, more than likely the bulk of your email content will be repeating information. This deems canned emails necessary. You will want to draft and save various emails that will be sent to clients and potential clients to save you time from having to draft them up in the middle of a workflow. This saves times and prevents you from leaving out any pertinent information.
Contracts are important to protect you and your client. They establish the expectations and boundaries needed in order to complete a job. You must incorporate your contracts in your workflows before any work is done on a project. If you don’t have your contracts drafted by a personal business attorney, you can find contract templates online from reputable places like The LawTog, The Dotted Line, or Engaged Legal.
Forms are a way to obtain information and other data from your clients in an easy format. Forms allow you to be direct and receive specific pieces of information that can be collected in one place.
Lead capture forms
Lead capture forms are typically the start of a workflow. This is where you capture basic information like name, email, phone number, etc. A lead capture triggers some sort of action step in the workflow to move forward. In some workflows, a lead capture form is used to capture information in exchange for a workbook, guide, or other freebie. In others, it sends the signal that a client is ready to work with you.
Questionnaires are another type of form used in a workflow to obtain information, usually later on in the workflow after a client relationship has been established. You may issue a questionnaire to a client to make a client shot list, get a list of vendor information, or even to learn more about the client’s needs for the project.
The final type of form necessary for a complete workflow is some sort of survey. You may prefer the term “testimonial”. If every other element of your workflow is set up properly, you treat your client well, and deliver upon your service promises, they will have no problem leaving you a positive review. However, testimonials aren’t all about receiving a pat on the back; they’re a great way to get valuable feedback on your service so that you can continue to improve to land and satisfy more clients in need of what you offer.
Now that you know what the necessary elements of a workflow are I recommend you go through each of your current workflows to ensure that they are all there. If you are creating a workflow from scratch, use this post as a guide to ensure you have each element before implementing this workflow in your CRM.