It's a difficult question to answer, because there are so many different opinions on the matter. In this blog post, we will go over when and how you should manage your client log-in.
We'll also discuss what types of features you can offer through this system, as well as some common mistakes that may arise with clients who have access to their own login information.
What is Client Login?
Client Login is a great tool that will help your clients log into their account, book appointments and check in with you.
It also makes it possible for them to edit or rebook any previous appointment without needing to contact the business directly. This means they'll always have access to their information and feel remembered and valued as clients.
It'll be adding in all sorts of extra features for your logged-in clients in the future to help build strong relationships between you and your clients.
How does Client Log-In Help your Business?
There are lots of advantages to giving your clients more access to their information. In online booking your clients can check the details of previous appointments and quickly rebook.
You can even add your unique client login link to your follow up messages to help clients rebook and increase your rebooking rates. If you choose to, you can allow clients to edit upcoming appointments saving you time on the phones when you could be with clients.
In all, you'll reduce your admin time and increase accurate bookings from loyal clients.
When should I manage my client log-in?
There are a few options for when to manage your client login, but we recommend that you do it from day one of the project.
1. From Day One
Manage client log in from day one, as this will help build the relationship between you and your clients. Add a "My Appointments" button to your website so that clients can easily check their upcoming appointments when they need to.
You may want to allow clients access at all times or only during certain hours of the day, depending on whether you are doing business with them in person and how much you want them to be able to do on their own.
You may also want to add a "My Consultation Forms" tab so that they can fill out these forms from home if needed. It’s all too easy to commit to practicing more efficient and effective client management skills but get overwhelmed when it comes to execution. It makes more sense to work smarter, not harder.
2. After Finishing the Estimate
After finishing the estimate, you may want to take a step back and think about what features would be best for your business. For example, if you are doing work in person with clients then it's probably not necessary for them to have access at all hours.
If they do need access outside of these times that typically correspond with when you're meeting with them, then you may want to invest in a client login system that allows for this.
Manage your client once you've completed the estimate, as this will allow you to be comfortable with what you're sharing before adding them into the communication. Along with setting time aside to schedule your week, also set aside time each day to complete tasks using the best tools at your disposal.
You can still use this as a sales tool since you could use it to introduce your business process and how their information is always accessible while they are always able to reach out for help if needed.
3. Post Signed Contract
Once you've got a signed contract and everything is ready as your client is ready to go and start making decisions. The first step is managing their login and how they will have access to the system.
Client Login is a way to confirm your client's identity online so that they can log in seamlessly without any additional steps or confusion. See if you can set aside some uninterrupted time each week to review each of your cases and decide what you can do to make each client’s experience with your firm the best it can be.
You can even add your clients to past projects where you're managing their Warranty phase. Warranty projects are unlimited as are Prospects so even if you don't have the details of the job, you can still create a place to work with your past clients and keep up with any requests they may have.
How Can I Manage Client Log-in?
You can manage your client log-in manually through the Client Login page, or you can set up a custom workflow to automate this process.
If you are managing only one project with clients and want them to have access at any time then use the manual option. This will allow for easy authentication without having to keep up with logging in and out.
If you have more than one project, then you may want to consider using the custom workflow for your clients. This gives them the ability to log in at any time without having to create a new account each time they need access.
With this option, it will be easier for you since all you need to do is update the workflow with each new client and it will automatically manage their log in details.
1. Cancellations and Changes
Cancellations will be processed as usual with any changes that are made to the appointment after it is booked. The only difference comes in when you need to refund a cancellation, and this can happen for client or vendor refunds depending on who cancelled the session.
If there have been no cancellations but something has changed then your change policy will take effect.
This will allow you to set up a cutoff time preventing changes to appointments within a set timeframe, and this is something that can be adjusted on the Online Booking page in Timely setup.
If your client needs help with their login information then they are able to reach out through email or phone so that we have more details about what they need to get back in.
Client Login will use your existing cancellation and change policy that you have set for Online Booking, but it also has the ability to override this so that changes can be made on projects outside of an allotted time frame as well.
Client Login also allows your clients to quickly rebook previous appointments. Just like cancellations and changes, we'll follow your settings and only allow services to be rebooked if they are permitted to be booked online.
You can set the parameters for how this works in Rebook Settings as well as what happens when a client tries to make an appointment if they are not able to.
If you want your clients to be able to make appointments at any time then this is the option for you, though it will require more work on your end as these changes need to be manually approved by an admin before going into effect.
If you don't want your clients to be able to rebook past appointments because they were already booked then this is the option for you as well, though it will require less work on your behalf so that approvals are not necessary but instead any changes made will need to go through a redirect process before going into effect.
This can happen through a custom workflow with redirects or by using an approval ticket with each change.
3. Client SMS Number
Because Client Login uses codes sent via SMS, it's really important that you save unique numbers against your clients.
If you make an appointment for a client who doesn't have an SMS number saved against them you will be prompted to add one. This is optional but remember that if no SMS number is added this Client won't be able to log in to view their information.
Hey may have noticed that you were prompted to add a client's phone number when making an appointment for them the first time, but it is not required and we'll make sure they are able to log in without one if this isn't possible.
This means that any SMS numbers saved against clients will be used with the Client Login system and we'll use this to send codes when a client needs an appointment.
If you're having trouble getting your clients' phone numbers, then there is the option for them to receive SMS messages as well so that they can book their appointments at any time with no fuss about access or log in credentials
This can be done with SMS Passport, which will allow you to send codes in response to messages sent by the client.
If this isn't something that interests your clients then they are able to get a code delivered directly from Client Login as well so long as it is set up on their account settings and we have already verified them through email or phone verification.
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