The Client Journey

Last week, I travelled to Upstate New York to a NEFA (North East Fabricare Association) conference.
 
The conference included a tour of both Cleaners’ Supply and Wedding Gown Preservation Company, thanks to brothers Jeff and Michael Schapiro.
 
It was great seeing a lot of old and new friends interested in growing their businesses!
 
I had the privilege of giving a talk about defining your Client Journey.
 
When you define the different steps of your Client Journey, you no longer think of selling as a singular action.
 
Instead, you are asking, “What do my clients need / want next?”
 
Some new clients come to you with a small order to test you out, to see if they can trust you. 
 
Then it is your responsibility to ascend them, getting them to come more often and use more of the services you offer.
 
Other clients want to move more quickly, seeking most or all of the services you offer.
 
With each client, if you are always asking what they need next, you will build a systemized business with integrated ascension rather than just a menu of services.
 
Subscriptions with different levels of value and different price points help with this ascension.
 
Think about each step of the Client Journey (almost like a staircase) and then draw it out.
 
With each step, the client will receive more value, and you will receive more revenue.
 
At the Clean Show, I will be giving an educational talk about the Client Journey Saturday morning, August 23^rd. I hope you can make it!
 
Have a great week!
Dave
 
P.S. If you are going to the Clean Show, we will be taking about 150 drycleaning owners and guests, renting out Blake Shelton’s restaurant and bar “Ole Red” on August 22, 2025 in Orlando. Want to join us for dinner and live music? We have a few spots left. Email me today: dave@maverickdrycleaners.com so we can put you on the list!