Pave the Path for Customer Satisfaction

In this video, Athena shares her tried-and-true process for ensuring her clients and team are aligned, organized, and prepared from the start. She emphasizes the importance of clear communication, setting expectations, and creating a structured system to avoid chaos. Drawing from her personal philosophy, "Lack of planning on your part does not constitute an emergency on mine," Athena walks us through her approach to delivering a seamless client experience.

Key Takeaways from the Video

• Clarity through repetition: Athena uses multiple touchpoints to ensure clients fully understand the process, including meetings, follow-up emails, and actionable steps.
• Step-by-step email: Clients receive a comprehensive email outlining all aspects of their relationship, from print and digital to social media timelines and editorial schedules.

👉 View the email that Athena and Karen send their clients here.

• Three-part communication approach: Information is shared visually, audibly, and through actionable tasks to enhance retention.
• Accountability and organization: The system assigns clear roles and responsibilities, ensuring clients stay accountable for their part while creating a sense of order.
• Construction analogy: Athena compares the process to remodeling a home, stressing the importance of providing a clear plan and deadlines to avoid unnecessary chaos.
• Proven results: Her approach has significantly reduced confusion, improved client satisfaction, and streamlined the onboarding process.

This structured method is a game-changer for managing client relationships and creating a smooth workflow.