Client Communication Archives

Agency Highway Interview: Creating A Client Management System

September 13, 2018 Jennifer Bourn

Earlier this year, I was research a new content collection tool called Content Snare. The software facilitates the collection of any type of content you need (like website content) and allows you to create custom templates, upload images and screenshots of the design, add instructions, and more. It completely mimics my internal process for gathering website content from clients and so far, I’m in love.

What’s funny is that just as I was researching the software, the founder James Rose reached out to connect about his brand new podcast, Agency Highway. It’s aimed at helping freelance designers, developers, and small agencies do better business. He had heard about my business and client management course Profitable Project Plan and wanted to talk shop and have a conversation for the podcast.

This is one of the best podcast interviews I have participated in because James and I are so in sync with our approach to client work that I swear, we probably could have kept talking for hours. But lucky for you, we reigned it in for a sweet 30-minute show that dives into client onboarding and client management, the early years of Bourn Creative, and the changes made in my business to create the life as a business owner I wanted.

Create Clear Communication By Speaking The Same Project Language

October 27, 2017 Jennifer Bourn

Have you ever been in a conversation where you’re communicating you’re point and the other person is communicating their point, and you find yourself getting increasingly irritated and frustrated because you’re talking about the same thing, but speaking a completely different language?

Have you ever shared something important with another person, and they respond with some comeback that makes you say, “Yes, that’s what I just said!”

Have you ever been listening to someone explain a topic only to be left confused because they use a completely different vocabulary than you do?

If you answered yes to any of these questions, you’re not alone.

Clear communication is a skill that is developed over time, and without it, professional conversations between service providers and clients can devolve into a frustrating and confusing experience. That’s why one of the very first things we do with new clients is ensure we’re both speaking the same project language and using the same vocabulary.

Here are 3 important tips to empower you to communicate clearly with clients and equip clients to communicate clearly with you:

Creating Profitable Project Plans

August 16, 2017 Jennifer Bourn

What do your project plans look like for client work? Are they working for you, or just more work for you? If you’re looking for a better process for your business, I teamed up with WPSessions to share a practical system that Bourn Creative has not only tested and refined over five years, but used on hundreds of real client projects. This is a battle-tested solution that will help you relieve stress, boost your profits, add value to your service offerings, and create happy clients.

Have you ever felt like you’re drowning in your business and just can’t get ahead… like you’re so busy doing the actual work, it seems like you’ll never have time to work on your own projects and ideas?
Did you begin freelancing to have more freedom and spend more time with your family, but that isn’t exactly how things shaped up?
Are you making good money, but wish you had better margins and higher profits so there was some “wiggle room” in your business?

If you answered yes to any of these questions, this webinar was created just for you!

How To Achieve Higher Profits While Working Less And Enjoying More Freedom

August 9, 2017 Jennifer Bourn

“I want to work less and make more money,” is a common desire among internet business owners, freelancers, and entrepreneurs, but often with so much work to do, it seems next to impossible.

If you focus on sales and marketing, you end up falling behind on client work, and if you focus on client work, you risk losing potential new business. Sometimes it’s a struggle just to get ahead of the work you have so you can take the evenings or weekend off… and maybe you’re even so busy that things are starting to slip through the cracks? I have been there, and almost 10 years ago, it all came to a head one night when I realized that I had a big problem in a very embarrassing and public way, and that it needed to be fixed as soon as possible or my business would begin to suffer greatly.

After celebrating Bourn Creative’s twelve year anniversary this July, I decided to share my story, the lessons, learned, and how I overcame exhaustion and stress to run the streamlined, freedom-based business Bourn Creative is today.

Selling A Million Dollars In Design Side Projects

May 18, 2017 Jennifer Bourn

Development is clear cut. It works or it doesn’t. The code is well-written or it’s a mess. Design on the other hand, is subjective, with the success of a project often based on the client’s ideas, perceptions, opinions, and personal experiences of what good design is.

Jennifer Bourn (that’s me) is founding partner and lead designer of Bourn Creative. While she spends her days designing high-end, complex, custom WordPress sites and brand suites, she has also sold well over a million dollars in just side projects and add-ons ranging from in price from $75-$3,000 — and the journey has been good, bad, and at times, down right ugly.

Jennifer recently teamed up with iThemes Training to deliver a free webinar called Selling a Million Dollars In Design about selling design services that skips the hype and sugar-coating, and gets right to the mistakes made, lessons learned, and business practices implemented over the 12 years Bourn Creative has been in business.

Brian Clark of Rainmaker Digital Interviews Jennifer Bourn for the Unemployable Podcast

January 26, 2017 Jennifer Bourn

Many people have asked me if I would ever take a job and go to work for someone else again. I always answered, “Maybe. I’m always open to possibility and at least a conversation.” Over the last few years, Brian and I have both been offered jobs — jobs normal people would jump at. But really, neither of us are interested in giving up the freedom we have as design agency owners.

While some years were rougher than we’d like, Bourn Creative turns twelve this summer, and we could be happier. We’re fortunate to have a full roster of amazing clients we enjoy working with. We get to work on projects that fulfill us professionally and have time to pursue passion projects and hobbies that fulfill us personally. We can work from anywhere in the world and travel as much as we want (around the kids’ school schedule of course). Business is good. Life is good.

After almost twelve years of making my own schedule and managing my own day, I’m basically unemployable. So when Brian Clark, founder of Copyblogger and CEO of Rainmaker Digital, reached out about being a guest on his Unemployable Podcast, I of course said yes.

Bay Area Consultants Network (BACN) Talks Onboarding and Expectation Setting With Jennifer Bourn

July 13, 2015 Jennifer Bourn

On Friday, July 24, 2015 I will be speaking at the Bay Area Consultants Network in San Rafael, California about onboarding new clients and setting expectations.

The Bay Area Consultants Network, also known as BACN, was founded in 2002 to provide consultants opportunities to learn, grow, and build quality professional relationships. They became a 501(c)6 in 2013, and currently meet at The Club at McInnis Park Golf Center where they meet for breakfast and of course, serve bacon.

Check them out on Facebook and LinkedIn.

Onboarding New Clients and Setting Expectations

You closed the sale and received the signed contract — but now what? Learn how an effective onboarding process educates, sets expectations, reduces support, and saves valuable time—time that now can be spent on things that really matter.

Shift The Client Conversation From Can’t To Can

April 17, 2015 Jennifer Bourn

As a freelancer or an agency, client relationships are the most valuable asset we have. Clients are the backbone of every successful services company and happy clients result in more referrals, more sales, and more business.

Clients come to us because they need help. They need direction, guidance, advice, consulting, strategy, and design and development work. They need an expert in an area they know very little about, and they need to trust the designer or developer they hire to deliver a quality product and quality experience.

But that isn’t always the case. In my latest article for The GoDaddy Garage, Shifting the client conversation from can’t to can, I write about the negative implications of using the word can’t in conversations with clients, and how it can sabotage the experience your clients have working with you.

Here’s the article:

Pricing The Unknown: Dealing With Uncertainty When Quoting Web Design Projects (WordCamp San Diego Presentation)

April 3, 2015 Jennifer Bourn

On March 28-29, Brian and I attended Word Camp San Diego 2015, held at the Hall of Champions in gorgeous Balboa Park. With about 250 attendees, the two-day event drew people from across the US and beyond, and featured: a speaker/sponsor dinner on Friday night, learning sessions, lunch, and an after-party on Saturday, learning sessions on Sunday, and loads of snacks and drinks all day. Plus, there was a lot of swag, including t-shirts, beach balls, frisbees, and water bottles.

Saturday was broken down into four tracks — Beginner, Admin (site owner), Designer, and Developer — each with seven sessions and one panel. Brian spoke in the Design Track, delivering a talk titled Child Themes and The Genesis Framework.

Sunday featured two hands-on, progressive bootcamps — one on theme development and one on plugin development — as well as two business tracks, with one focused on services and one focused on products. I spoke in the Service Business Track, delivering a talk titled Pricing The Unknown: Dealing With Uncertainty.

Below is a complete recap of my Word Camp San Diego presentation, including all of my slides and some extra thoughts on the topic.

Follow Up To Build Relationships and Create Opportunities

March 12, 2015 Jennifer Bourn

How did you do it? It’s a question I get asked at least once week from other designers, developers, freelancers, and business owners. They want to know how I got to where I am today, how I get the opportunities I do, and how we’ve been able to build such a strong brand.

In my article Follow Up To Build Relationships and Create Opportunities for WP Elevation, I share the answer to those questions — and it isn’t a sexy answer.

You won’t get easy magic tricks, but you will learn how to prepare for new opportunities and how to use specific follow up tactics to build better, stronger relationships that create new opportunities.

Check It Out

Join.me: Share Your Screen For Free

March 9, 2015 Jennifer Bourn

Recently I was searching for a simple screen sharing option for a non-tech-savvy client — one that didn’t require them to have a gmail account, to download any software, or learn how to use a new piece of software.

So I jumped on Twitter, asked for recommendations, and my friend Diane Kinney responded with a recommendation for Join.me.

Join.me provides instant screen sharing, meeting tools, and unlimited audio

It is easy to get started and easy to manage. I was up and running testing my first screenshare session in less than five minutes.

According to their website: millions of people, from universities, startups and Fortune 500 companies, use Join.me every month to simply and more effectively share their ideas and work, making join.me the fastest growing collaboration product in the world — and I can see why. I love this tool and I can host or join a meeting from a desktop, an iPad, or any mobile device.

Clear Expectations and Streamlined Onboarding Set The Tone For Client Relationships

February 16, 2015 Jennifer Bourn

Recently, I published a the blog post How To Implement A New Client Onboarding Process And Set Expectations. It walked people through all the basics of creating a new client onboarding process and why it is critical to the success of a service based business.

This post was so much more popular that I could have imagined and generated a lot of emails and questions about the topic, so I wrote a follow up post Clear Expectations and Streamlined Onboarding Set The Tone For Client Relationships about it for WP Elevation.

In the article, I dig deeper with the two most important parts of the client on boarding process:

Welcoming new clients and confirming hiring you was a great choice
Setting crystal clear expectations

I also provide sample content you can use or model when communicating with your clients! Yes, I give you a sample welcome email and a sample expectation-setting email.

Here’s the article:

How To Implement A New Client Onboarding Process And Set Expectations

January 19, 2015 Jennifer Bourn

Yesterday I spoke at the East Bay WordPress Meetup about onboarding new clients, setting clear expectations, and creating systems.

When I published a post announcing the talk, I received inquiries — through Twitter, Facebook, direct email, and our website contact form — asking if the session would be recorded or if I would be sharing the information.

Clearly this is a topic that many in our community are interested in!

As I shared during my session with Chris Lema in the 2014 WordCamp LA business track, we have spent countless hours creating, refining, testing, and tweaking our own multi-step processes for several different service offerings.

This talk, recapped in detail below, was an overview of the new client onboarding process we use for our custom WordPress web design projects, including:

What new client onboarding is and why it is critical to the success of the project
How to create added-value for clients before even getting started
What components are encompassed in a successful onboarding campaign
Why setting clear expectations early and often will improve your client relationships
What most service providers overlook when creating an onboarding process
How to create your own process and strategies for implementation

Onboarding New Clients And Setting Expectations

January 9, 2015 Jennifer Bourn

Sacramento WordPress meet East Bay WordPress. I’m excited to share that I will be speaking at the East Bay WordPress Meetup on Sunday, January 18, 2015 about on boarding new clients and setting expectations.

Onboarding New Clients And Setting Expectations

You’ve closed the sale, landed a new client, and received the signed contract — but then what? How do you onboard new clients to ensure everyone is on the same page, you have all the information you need, and clients feel the value in your services before even getting started?

In this talk, you’ll get a first-hand look at a successful onboarding process and learn how you can create and automate your own process and set crystal clear expectations with your clients up front.

WordCamp San Francisco 2014: Champion Purpose Driven Design in Client Work

October 27, 2014 Jennifer Bourn

WordCamp San Francisco — the event, the talks, the people, the fun — was amazing.

I was honored to be selected as a speaker for the flagship WordCamp event and to give a talk alongside some of the most talented people I know and new people I was lucky to meet.

This year, WordCamp San Francisco did something a little different. Instead of each session featuring one speaker, giving a longer talk, they peppered in lightning talk sessions throughout the event, each featuring short 5 minute talks by three different speakers. I spoke in the design and business lightning talk session with Taylor Aldridge and Tracy Levesque.

My five minutes were dedicated to designers and encouraging designers to champion their design and be the expert they are hired to be.

In a world where web design can quickly turn to web decoration, designers are problem solvers who must not only lead clients through the creative process, but protect the integrity of the solutions they deliver. With an abundance of options readily available, it is imperative that designers step up and become the voices of, and champions for purpose driven design, where each element has a specific purpose and only the elements needed to compel action are included. No more, no less.

7 Ways To Alienate Your Designer & Go From Client to Contract

May 15, 2013 Jennifer Bourn

In a perfect world, working with your designer would be a perfect partnership of creativity, communication, and collaboration — at least that is what designers strive for. But that’s not always the case…

A designer begins every project excited about what they will create and about bringing the client’s vision to life — they wouldn’t have accepted the project is they weren’t. They are excited about solving problems, helping their clients succeed, and building a new relationship or strengthening an existing one. They value their client and look forward to becoming their long term creative partner.

Designers have so much pride in their work and so much invested in their clients’ success, that they will often bend over backward, throw in extra work, and go above and beyond your contract just to make sure the final result is as good as it can possibly be. Mainly because the success of your project puts their reputation on the line.

But occasionally, a switch gets flipped, and the dynamics of the relationship change. Something happens, or several things happen, that cause a designer to shift the way they view a client and a project.

It’s the critical point where a client stops being a client and starts being a contract that needs to be fulfilled — where a designer throws their hands in the air and gives up trying to make it totally awesome, and instead just wants it to be good and done.

Start A Sales Conversation With Your Marketing Message

March 22, 2013 Jennifer Bourn

Recently I flew to LA for Thrive Live, Ali Brown’s Elevate member event. The two day event, was mainly taught by Elevate coaches James Roche, Joy Chudacoff, and Sue Painter (as Ali is very pregnant with twins!), and was focused on basic business concepts like your mission, your marketing message, and your business model.

One of those areas caused some serious grief and stress for many of the attendees… and the exact same thing causes several of our clients who are newer to business ownership to freak out a little. Can you guess which one it is?

It wasn’t understanding and communicating their mission, and it wasn’t choosing a business model. It was figuring out a marketing message and how to communicate what you do in a way that is clear, easy to understand, and in alignment with your mission and values. As I sat in the room, I couldn’t help but think that if this many business owners at this event were struggling with crafting their marketing message, then imagine how many others around the world are struggling with the same problem.

5 Marketing Tips for Successful Follow Up

January 11, 2013 Jennifer Bourn

Studies show that about 40-50% of all inbound sales leads are never followed up on. That equals A LOT of conversations, potential business deals, opportunities to help left hanging, and too many lost possibilities, all due to follow up failure.

Yes you’re busy, but you should never be too busy to follow up with those you have connected with and met. You should never be too busy to keep a sales conversation going. And you should never be too busy to make good on a promise you made.

Follow up is important — it’s your opportunity to build on your first impression and create a lasting impression, to show the other person you do care and you can be counted on, and to add value to your growing relationship.

Here are 5 marketing tips to help you fix your follow up:

Agency Highway Interview: Creating A Client Management System

Create Clear Communication By Speaking The Same Project Language

Creating Profitable Project Plans

How To Achieve Higher Profits While Working Less And Enjoying More Freedom

Selling A Million Dollars In Design Side Projects

Brian Clark of Rainmaker Digital Interviews Jennifer Bourn for the Unemployable Podcast

Bay Area Consultants Network (BACN) Talks Onboarding and Expectation Setting With Jennifer Bourn

Onboarding New Clients and Setting Expectations

Shift The Client Conversation From Can’t To Can

Pricing The Unknown: Dealing With Uncertainty When Quoting Web Design Projects (WordCamp San Diego Presentation)

Follow Up To Build Relationships and Create Opportunities

Join.me: Share Your Screen For Free

Join.me provides instant screen sharing, meeting tools, and unlimited audio

Clear Expectations and Streamlined Onboarding Set The Tone For Client Relationships

How To Implement A New Client Onboarding Process And Set Expectations

Onboarding New Clients And Setting Expectations

Onboarding New Clients And Setting Expectations

WordCamp San Francisco 2014: Champion Purpose Driven Design in Client Work

7 Ways To Alienate Your Designer & Go From Client to Contract

Start A Sales Conversation With Your Marketing Message

5 Marketing Tips for Successful Follow Up

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