Is Your Client Journey a Trust Builder — or a Trust Leak?
- Liz August
- Jul 16
- 2 min read
Let’s be honest: the market is weird right now.
People are hesitant. Sales cycles are slower. And one dropped lead could mean a missed mortgage payment.
So if your business feels like you’re doing everything right but still not seeing the conversions you want, it might not be your marketing.
It might be your client journey.
The truth is, your backend systems are either building trust—or silently leaking it. Here's how to spot the gaps and clean it up.
1️⃣ You Can’t Afford to Leak Leads Right Now
When people are cautious about spending, they look for signs they can trust you.
Your backend is one of those signs.
If you drop the ball after someone inquires…
If your follow-up feels random…
If your onboarding is chaotic…
You lose trust before you even get paid.
2️⃣ The Client Journey Is More Than Just Delivery
Most people think client experience is just “doing the work well.”
But it’s everything from first contact to final offboarding.
A good journey:
Guides your lead naturally to the next step.
Makes the “yes” easy.
Delivers a clear, consistent process — every single time.
3️⃣ How to Start Fixing It
Look at your steps:
How do leads find you?
What happens after they inquire?
How do you move them from “interested” to “booked”?
How do you onboard them?
How do you offboard them?
Where do they go next — referral, repeat, testimonial?
Write it out.
Highlight every spot where you’re manually doing something that could be automated, delegated, or templated.
4️⃣ The Secret Weapon: A CRM That Actually Works
17hats is my favorite for a reason:
It’s not just a digital Rolodex, it’s the rails your client journey runs on.
One tool to handle inquiries, proposals, contracts, payments, reminders.
No more dropped leads. No more ghosting. No more chaos.
5️⃣ Fix It Before It Costs You More
Right now, every lost lead matters more than ever.
So let’s plug the leaks and build trust where it counts — in the backend.
📌 Need help mapping yours? That’s what my Strategy Sessions + 17hats Setup are for.