Ever bought something from a coach or brand you loved—only to land on a dull, robotic confirmation page? Thank you for your purchase. A summary has been emailed to you. Yawn.
The best brands show up at every customer touchpoint, including the systems you use to manage clients and deliver your services—like our top-rated all-in-one tool, Paperbell.
When you bring your personality into even the most routine parts of your business, you reinforce the connection that made clients choose you in the first place.
That’s why Paperbell gives you seven customizable touchpoints:
- Your shop page
- Landing pages for each package
- Automated emails
- Surveys
- Files
- Terms and Conditions
- Contracts
Let’s get into how you can infuse warmth and personality into each.
[ Read: How to Organize Your Coaching Client Information With Paperbell ]
Make a Strong Impression on Your Landing Pages
Your Paperbell shop page introduces your business and showcases your offers. While you could describe them in plain, straightforward terms, it’s far more compelling to speak to your clients’ desires.
The golden rule is: Write like a person, not a business.
Pretend you’re explaining what you do to a friend. Use contractions, be conversational, and read your copy aloud to make it sound natural.
For example, instead of saying, “Three months of career coaching with biweekly calls and email support,” you could say:
“Feeling stuck in a job that drains you? In three months, we’ll map out your ideal career, revamp your résumé, and get you confidently interviewing for exciting roles so you can finally make the leap.”
Clarity is key, but so is personality. Instead of a dry breakdown of deliverables, try something like this:
“In this 8-week mindset reboot, we’ll tackle the sneaky self-doubt that’s been holding you back. You’ll get weekly coaching, tailored exercises, and the kind but firm accountability you need to stop overthinking and start showing up as the boldest version of yourself. Perfect for ambitious women who are tired of playing small and ready to own the room.”
Bottom line? Make your offers sound as exciting as they feel to your ideal clients.
Take Your Surveys Up a Notch
Surveys are a part of every coach’s arsenal. They allow you to learn more about your client’s situation and goals so that you can dive right in when it’s time for your meeting.
Surveys also help frame your client’s expectations about what you’ll be discussing during their session. But just because you’re on a fact-finding mission, it doesn’t mean you have to ask serious questions.
Here are four ways you can weave surprise and delight into your Paperbell surveys:
- Make it conversational. Write your questions as if you were asking them in person—not like you’re conducting a research study.
- Add a touch of fun. A pop culture reference or unexpected question can make filling out your survey feel less like homework.
- Turn a question into a playful quiz. People love a good quiz, so why not ask something like, “Which success style best describes you?” or “Your ideal coaching approach: tough love or gentle nudge?” These questions can reveal key insights about how your clients think, make decisions, and stay motivated.
- Discover their preferences. Want to surprise your client with a thoughtful gift? A simple question about their favorite coffee, book, or self-care treat can go a long way. (Just remember to ask for their mailing address if you plan to send something!)
Making your surveys more engaging keeps clients interested while giving you valuable insights. Win-win.
Use Automated Emails to Set the Tone for Your Relationship
With Paperbell’s automated emails, you can send reminders at different phases of the client engagement:
- At the time of purchase
- Before your client’s appointment
- After the client’s appointment
- If they forget to book
Paperbell’s triggered emails help you automate the onboarding and admin process of your practice while helping you set the right tone for your relationship with the client. You can use these scheduled emails to:
- Reassure your clients. Put yourself in their shoes; what would make you feel confident and excited? Give them the right info at the right time to make their experience smooth and stress-free.
- Let your personality shine. A fun fact or a quick mention of something you love—whether it’s hiking, matcha, or 90s sitcoms—helps clients connect with you. Perhaps, invite them to share something about themselves too.
- Set clear expectations. What should they expect after session one? After session ten? Be upfront about your process.
- Help them come prepared. Let them know what to do before your call and where to find useful resources (like those in your Paperbell Files). After the session, send a follow-up with next steps, whether that’s homework, booking the next appointment, or implementing your advice.
- Celebrate their wins. A quick email cheering them on can mean everything. But let’s be honest. When you’re juggling multiple clients, it’s easy to forget. Automate those feel-good follow-ups so clients always get a boost when they need it.
- Add a dash of humor. Coaching isn’t always a walk in the park. A lighthearted comment, like “Don’t worry, there’s no pop quiz at the end of this session,” can go a long way in making them feel at ease.
Here’s an example of what your email might look like:
Hey [name]!
Your session is on the calendar and I couldn’t be more excited about working together!
(Not exaggerating—I’m as giddy as the time I discovered that all seven seasons of Buffy the Vampire Slayer were streaming on Hulu.)
To get the most from our time together, make sure you’ve completed the client survey and downloaded the quick-start guide in the Files section of your account before our meeting.
See you soon,
Erin
Add Personality to Your Emails with Visuals
Want to make your Paperbell emails more engaging? You can easily add images using the paperclip icon in the text editor.
GIFs and photos bring playfulness to your messages, and you can even make your own!
Videos are also a great way to:
- Build a connection before your first session.
- Walk clients through a new tool or process with a screen recording.
- Add a personal touch to your messages.
Email editors generally don’t support embedded videos, but you can create a GIF or image preview of your video and link to the full version. (If you’ve seen Marie Forleo’s newsletters, you know the drill!)
Want to create professional yet fun photos and videos? Check out Melisine Alegre’s courses on DIY branding shoots using just your phone and a tripod.
Where to Keep Things Straight
It’s worth mentioning that there are a few instances where you’re probably better off sticking to the standard boilerplate language, specifically, your contracts and your shop’s Terms and Conditions.
Could you theoretically liven up the language in your contracts and Terms and Conditions? Yes, but unless you’re a lawyer (or have run your new language by a trusted attorney), tread cautiously.
When it comes to laying out the official terms of your working relationship (basically, anything that could be construed as legally binding), it pays to be clear rather than clever.
Over to You
The devil may be in the details, but in this case, so is the client love. With a handful of tweaks to your existing Paperbell setup, you can surprise and delight your clients at every step of your work relationship—and with some luck, turn them into brand ambassadors and repeat customers.
Editor’s Note: This post was originally published in January 2021 and has since been updated for accuracy.
