The value of having a completion call as part of your package can be invaluable for client satisfaction, and even retention. I estimate that about 20% of my "completion" calls turn into re-engagement calls. That is because the completion process makes them realize that they simply aren't complete with our work. If you aren't doing a formal completion as part of your process, I highly recommend you consider doing so!
Here are the 7 benefits of embedding a completion call or meeting into your program or package.
1) They realize how far they have come. In my completion process, I reflect back to them the goals they had when they began working with me. We look at where they were and where they are now. This type of reflection is invaluable. In our western culture, we are always looking forward. Reflection of the journey allows us to remember just how far we've come, as we often forget just how much we've achieved along the way.
2) They realize how far they still have to go. When they see that there are still gaps between what they wanted to achieve and what they have achieved, they see there is still work to be done. This allows you to help them focus in on the next leg of the journey (whether on their own or with your support) and opens the possibility of continuing to work together to support them on this next leg of the journey.
3) The client leaves with a plan of action. By helping them put the next plan of action together, you are giving them value up to the very end of your relationship and beyond.
4) It gives you an opportunity to truly acknowledge your client. Completion calls give you ample opportunity to acknowledge your client for their progress, their openness, and for the joy they have brought into your life by being a client. It builds and solidifies your bond.
5) You'll know if you've brought them value. After reviewing all that they've learned and accomplished in your time together, you can tell if you've created significant value for your client. You can have that feeling of accomplishment and also reflect on where you could do an even better job going forward.
7) It creates the bookend effect with your engagement. As coaches and coach-like entrepreneurs, it is important to create a strong container for the relationship in order to bring the most value. We want to have a clear process for our client experience – beginning with a Discovery, Intake or Strategy Session, and ending with a Completion.
I hope that this gives you good food-for-thought in how you could embed a powerful completion into your own process or to make your completion process even better. What do you do in your completion process that works really well? What will you do differently based on the 7 benefits above?