Why Your Client Experience Starts Before You Even Touch Moxie
Hey there, Maven! 👋
I get it. When you’re looking to create a smoother client experience, it’s SO tempting to jump right into Moxie and start building pipelines and project templates. Trust me, I’ve been there – and I see it all the time with students in The Moxie Maven Academy. You’re excited about all the automation possibilities, and you just want to dive in!
But here’s the thing (and this might sound a little like something Chandler would say): Could your client experience BE any more important? 😉
As your Moxie Maven, I’ve worked with hundreds of service providers who thought they could skip the foundation work and jump straight to the “fun” CRM stuff. Spoiler alert: it never works out as smoothly as they hoped!
The truth is, your CRM is just one piece of the client experience puzzle. Before we start building those beautiful Moxie workflows, we need to make sure all the other pieces fit together perfectly.
The Maven Method: Your Roadmap to Client Experience Gold
After working with hundreds of service providers through The Moxie Maven Academy, Maven Magic in a Day intensives, and our monthly Maven Insider Q&A calls, I’ve seen what creates those “OMG, working with you was amazing!” client experiences. It all comes down to The Maven Method™ – my signature 5-step framework that builds your client experience from the ground up.
This is the exact system I teach in The Maven Accelerator and use in my Moxie Maven Hotline sessions. Let me walk you through how to use this method to create a client experience that’ll have people raving about you (and coming back for more).
Step 1: Start Outside Your CRM (Yes, Really!)
Map Your Client Journey Like a Pro
Before we even think about opening Moxie, grab your favorite notebook (or jump into a tool like Miro) and map out every single touchpoint in your client journey. I’m talking EVERYTHING:
- The first “Hey, I found you on Google!” inquiry
- Your discovery call scheduling process
- How you send proposals and contracts
- Your onboarding sequence
- Project kickoffs and check-ins
- Final deliveries and wrap-ups
- Follow-up and referral requests
Don’t skip the tiny stuff! Those little tasks you do without thinking? They’re actually the secret sauce. Maybe it’s the welcome email you send after someone books a call, or the “just checking in” message you fire off mid-project. Write it ALL down.
✋🏼 Are you a web designer? Check this out!
Think Like Your Client
As you’re mapping this out, put yourself in your client’s shoes. Where might they feel confused? When do they need the most hand-holding? What questions do they always ask?
This is your goldmine of insights that’ll inform everything we build in Moxie later.
Step 2: Audit What’s Working (And What’s Not)
Look for the Patterns
Now that you’ve got your process mapped, it’s time to play detective. Look back at your last 5-10 clients and identify patterns:
The Good Stuff:
- Which projects felt effortless?
- When did clients send you those “You’re amazing!” messages?
- What made certain timelines run like clockwork?
The Growth Opportunities:
- Where do clients always seem confused?
- What questions keep popping up in your inbox?
- Which part of your process feels clunky to YOU?
Your Role as the Expert Guide
Here’s something I want you to remember: You’re not just a service provider – you’re the expert guide on your client’s journey. Every touchpoint is an opportunity to demonstrate your expertise and make them feel supported.
This mindset shift is HUGE. When you see yourself as their trusted advisor (not just someone who delivers a thing), everything changes. Your communications become more confident, your processes more intentional.
Step 3: Design Your Welcome Experience
Create Your Client Onboarding Hub
Now for the fun part – designing that “wow” welcome experience! This is where we start thinking about how Moxie will support everything.
Project Overview & Timeline:
- Clear deliverables breakdown
- Realistic timeline with buffer zones (trust me on this one)
- What happens if things need to shift
Your Process Explained:
- How you work together
- When and how you’ll communicate
- What you need from them (and when)
Getting Started Checklist:
- First steps they need to take
- Links to questionnaires and scheduling tools
- File sharing instructions
- Contact preferences
Step 4: Build The INQUIRY System™ in Moxie
NOW we get to the good stuff – actually building this in Moxie! This is where we implement The INQUIRY System™, the first system in The Maven Method™ that takes prospects from “I’m interested” to “Where do I sign?” without any manual ping-pong.
Here’s your complete inquiry-to-agreement system:
Stage 1: Inquiry + Scheduling Setup (No More Email Tennis)
Connect your website form to your scheduler so one submission books the call AND creates the pipeline opportunity:
- Embed your scheduling form directly on your website
- Set up automatic opportunity creation when someone books
- Configure notifications so you know when both happen
- Turn off duplicate form notifications to avoid inbox overwhelm
Stage 2: Opportunity Review & Enhancement (Qualify Smart)
Add custom fields for key details and ensure everything auto-links to the same record:
- Set up custom fields for business type, referral source, and proposed start dates
- Add your “next available start date” for realistic timeline management
- Verify that scheduled meetings auto-attach to opportunities
- Review all captured information for completeness
Stage 3: Pipeline Reminders Creation (Never Forget Again)
Set up stage-based to-dos that keep you on track:
- Create reminders like “Update start date after call”
- Add “Send follow-up email if no response in 3 days”
- Set “Add Google Drive link after agreement sent”
- Pro tip: Don’t go overboard – these can multiply quickly!
Stage 4: Call-to-Agreement Flow (Streamlined Path to “Yes”)
Create a smooth transition from discovery call to signed agreement:
- Create prospect/client records with complete contact information
- Choose the right agreement template for each service type
- Configure signers and turn off invoice requirements (if collecting payment on signing)
- Set automated follow-up and expiration reminders
Stage 5: Activity Connection & Linking (Everything Talks to Everything)
Make sure all touchpoints connect to the same client record:
- Link scheduled meetings to the correct client/prospect dashboard
- Update pipeline stages to reflect current status
- Ensure all activities trigger the appropriate next-step automations
- Connect forms, emails, and calls to the same opportunity
Stage 6: Follow-up Sequence Automation (Your Virtual Assistant)
Build workflows that handle the heavy lifting:
- Send client workbooks automatically when agreements are signed
- Trigger reminders if they don’t book the next required call
- Set up agreement expiration warnings and follow-ups
- Create “gentle nudge” sequences for radio-silent prospects
Stage 7: Automatic Project Creation (From Signed to Started, Instantly)
When agreements are signed and payments received, let Moxie handle the transition:
- Move clients seamlessly from sales to delivery mode
- Auto-create projects using your templates
- Attach all relevant opportunity information to the new project
- Trigger welcome sequences and onboarding workflows
Your Client Experience Transformation Starts Now
Here’s the beautiful thing about the Maven Method™: it’s not just about making YOUR life easier (though it totally does that). It’s about creating such a smooth, professional experience that your clients can’t help but rave about you.
When someone works with you, they should feel like they’re in the most capable hands. They should never wonder what’s happening next, never feel forgotten, and always feel like the expert (you!) has everything under control.
Ready to Build Your Dream Client Experience?
The Maven Method™ isn’t just theory – it’s a proven system that hundreds of service providers have used to transform their businesses. When you get this right, you don’t just deliver great work; you create an experience that turns clients into raving fans.
But here’s the thing – The INQUIRY System™ is just the beginning. The complete Maven Method™ includes five powerful systems that work together to create an unstoppable client experience:
- The INQUIRY System™ (what we covered today)
- The PROJECT System™ (coming soon!)
- The DELIVERY System™ (coming soon!)
- The CLIENT System™ (coming soon!)
- The GROWTH System™ (coming soon!)
Want to be the first to know when the next system drops? Subscribe to The Maven Momentum – my bi-monthly newsletter where I break down each system with real examples, step-by-step tutorials, and insider tips you won’t find anywhere else.
Your next step? Start with that client journey map. Don’t overthink it – just grab a pen and start writing down every step of your process. You’ll be amazed at what you discover!
Remember: great client experiences aren’t accidental. They’re designed, intentional, and built into systems that support both you and your clients.
Now get out there and start building something amazing! ✨
Ready to transform your client experience with Moxie CRM? Join hundreds of other service providers in The Maven Maven Academy – my comprehensive program that walks you through building these systems step by step.