Why Your Client Experience Is Costing You Referrals (And How to Fix It)
Is your client experience costing you referrals?
I have an essential stat to share if you’re an online business owner. Studies show that 92% of people trust recommendations from friends and family more than any other form of advertising. Even better, word-of-mouth referrals are 2 to 10 times more effective than paid ads, and people are four times more likely to buy when someone they know recommends something. That’s why influencers are still so valued by brands worldwide!
For businesses, referrals aren’t just a nice-to-have—they’re a total game-changer. They boost your credibility, help you reach more people, and often bring in the kind of loyal, engaged customers that keep your business thriving. If you haven’t prioritized referrals, you’ve been missing out on one of the easiest and most impactful ways to grow.
But what if your client experience secretly sabotages your chances of getting those glowing recommendations? The truth is that even small mistakes in how you handle your clients can make a significant impact. The good news? These are fixable. Let’s talk about where things might be going wrong and, more importantly, how to turn things around so your clients can’t stop praising you.
Quick Links
Jump to the section that inspires you most:
- Communication That Misses the Mark
- No Clear Systems (AKA Organized Chaos)
- Awkward or Nonexistent Onboarding
- Vague Contracts and Terms
- Forgetting to Wow Your Clients
1. Communication That Misses the Mark
Let’s start with the most important thing on the list. Good communication is like the glue that holds everything together. If your clients feel like they’re being left in the dark, they’ll start to lose trust—and trust is everything. Some common slip-ups include:
- Taking ages to reply to emails or messages.
- Leaving clients confused about timelines or next steps.
- Forgetting to check in and provide updates.
Fix It Like a Pro:
- Set expectations upfront—let clients know you’ll respond within 24 hours (and stick to it!).
- Use tools like email templates or project boards to keep everyone in the loop.
- Make it a habit to send quick updates, even if there’s nothing major happening.
When you make communication easy and straightforward, your clients will feel like they’re in good hands and remember it when they’re talking you up to others.
FREE RESOURCE: Client Onboarding Checklist
2. No Clear Systems (AKA Organized Chaos)
If your client process feels messy, your clients will notice—and not in a good way. A lack of transparent systems can make things feel unprofessional or leave clients wondering if you have it all together.
Where It Goes Wrong:
- You don’t have a go-to process for onboarding or handling projects.
- Things get forgotten because you’re winging it.
- Clients feel like they’re on their own, trying to figure things out.
Make It Easy:
- Create a step-by-step roadmap for how you work with clients.
- Use Trello, ClickUp, or Dubsado to keep everything on track.
- Share your process with clients upfront so they know exactly what to expect.
A little organization makes your clients feel like they’re in good hands—and they’ll love you for it.
3. Awkward or Nonexistent Onboarding
First impressions matter, right? If your onboarding process is clunky or confusing, it can leave clients feeling uneasy. It’s not exactly the vibe you’re going for.
What Not to Do:
- Sending contracts, invoices, and instructions in random, scattered emails.
- Forgetting to tell clients what’s next.
- Making onboarding feel like a chore instead of a celebration.
How to Wow Them:
- Use an automated system (like HoneyBook or Dubsado) to send everything in one neat package.
- Include a welcome email with all the necessary details, plus a personal touch like a video or handwritten note.
- Make it fun! Onboarding is your chance to set the tone and get them excited about working with you.
When onboarding is smooth and thoughtful, you set the stage for a great experience—and happy clients who love to refer you.
4. Vague Contracts and Terms
Let’s face it: nobody likes surprises regarding money or deadlines. If your contracts or terms are unclear, it can lead to frustration and misunderstandings that hurt your client relationship.
The Usual Offenders:
- Contracts that are hard to understand (legal jargon overload!).
- Missing details like payment terms, timelines, or deliverables.
- Skipping the conversation about boundaries and expectations.
Keep It Simple:
- Use clear, straightforward language in your contracts.
- Cover all the essentials: what they’re getting, when they’ll get it, and how much it’ll cost.
- Walk your clients through the agreement so they feel confident and informed.
Clear terms mean fewer headaches and a lot more trust. And trust? That’s what keeps referrals rolling in.
5. Forgetting to Wow Your Clients
Sometimes, it’s the little things that make the most significant impact. If you’re only doing the bare minimum, you’re missing a huge opportunity to create memorable moments that clients will rave about.
What to Do Instead:
- Send a handwritten thank-you card or small gift at the end of a project.
- Celebrate wins or milestones with your clients (like a “congratulations” email or social shout-out).
- Surprise them with something extra, like a bonus resource or an unexpected check-in.
When you go above and beyond, clients don’t just feel satisfied—they feel special. That’s the secret sauce for turning clients into loyal fans.
Final Thoughts
Your client experience isn’t just about keeping things running smoothly—it’s about building trust, loyalty, and relationships that lead to referrals. By fixing common mistakes like unclear communication, disorganized systems, and clunky onboarding, you’ll create an experience that genuinely wows your clients.
Ready to level up your client experience? Download my free Client Onboarding Checklist! It’s packed with easy-to-use templates and ideas to help you streamline your systems, impress your clients, and boost referrals.
FREE RESOURCE: Client Onboarding Checklist
Let’s create an experience your clients can’t stop talking about!
🧩 Connect with Jennie:
🌟 Subscribe & Leave a Review:
Rate, review, and subscribe to Apple Podcasts. If you like what you hear on the podcast, please consider rating and reviewing my show! Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” I would love to hear what episodes you enjoy the most! If you haven’t already, please subscribe to the podcast. I’ll add new content weekly; you might miss out if you’re not subscribed. Subscribe now!
