The One Small Business Tool I Can’t Live Without

Why Every Small Business Needs a CRM Like 17hats

Are you wearing all the hats in your business and feel like you’re running a bit ragged?  I hear you!  When I started my photography business years ago, I quickly realized that I needed to get organized if I was going to stay on top of everything for my clients AND hold down a full-time job.  Now, I’m a fairly organized person by nature, but it was obvious that I needed something to help me keep all the balls in the air, so I started looking into CRM (Customer Relationship Management) systems. That was back in 2015, and I decided to invest in a software program called 17hats, and it’s the same system I use today.  When you’re just starting out, you think you can’t afford to spend the money, but I can say with full confidence that you can’t afford NOT to!  It’s the only way I was able to manage a full roster of clients and all aspects of my business effectively.

If you’re not familiar with CRM systems and what they can do for you, I’ll give you a little rundown.  The biggest advantage is that you can keep all of your client data in one place, from incoming leads, emails, and workflows, to invoices, contracts, and follow-up.  Here’s a typical example of how I use it to manage my photography business today:

• A potential client fills out a lead capture form that is embedded on my website, social media, or another platform.  This lead capture form asks them what type of photography they are interested in, and the following events will transpire based on that response.
• They hit send on the lead capture form, and the lead comes into my CRM system and starts a workflow that I have designed and set up, specifically for that lead type.  Let’s say in this case, it’s a senior photo session.
• An email will go out with some information about me and my senior session options. It will also include links to my session guide, and direct them to my website where they can learn more about me and what my sessions are like.  The email also includes a link to schedule a phone call with me if they are interested in booking a session with me.
• When they click the booking link and set up a call with me, that starts a whole new workflow that I will address in a bit, but if they DON’T click the link and schedule a call, my workflow will remind me to follow up with an email to them in a couple of days.  All of these options are customizable based on what I want to do and when, and can include as many steps and activities as I want.
• Once the client schedules a phone call with me, they will get a confirmation email confirming the date and time of the call, and will also get reminders the day before and day the of (again all completely customizable).
• After the phone call has taken place, the system will prompt me to send an email to the client based on how the conversation went.  If they’re ready to book, they’ll get one email, if they’re still thinking, they’ll get another.  If we’re not the right fit and they won’t be booking, they’ll get another. 
• Assuming they’re ready to book, the system will send them an email thanking them for their time on the phone, and giving them information about choosing their session date, as well as the photography agreement and first payment.  Once they click the link, select their date, sign the agreement and make their first payment, I will confirm their date and the workflow continues.
• Once the session date is confirmed, my system will send another email with links and information for them to schedule their pre-session consultation and reveal and order appointment.  If they don’t follow through and schedule, the system will remind me to follow up with them.
• Once they schedule those appointments, workflows will be started for each stage of the process.  At this point, there will be three simultaneous workflows in motion for this client.  One for the pre-session consultation, another for the session itself, and another for the reveal and order appointment.  The workflows associated with each appointment include automated reminders in advance of the meetings and reminders about what to bring and do before each.

My workflows don’t end there, but I hope you can see how helpful and efficient it can be to have that entire process laid out and ready to function with the help of a little automation.  Having these processes and emails all prepared ahead of time will save you a ton of time for each client, and will also ensure that each client gets a consistent and quality experience from you each and every time.  You decide when and how things will be done and can choose if steps are done automatically or if you need to approve them first.  It is all customizable and up to you.  There is some work on the front end, but once you’ve got your system set up, you won’t believe how easy it is and how well it works.

I have always said,”if you think there should be a more efficient way to do something, just ask, there probably is!”.  That definitely holds true in the small business world as well.  You often just don’t know what you don’t know, right?  I could never have handled my business as effectively as I did in those early days if I hadn’t invested in 17hats, and I still feel the same way today.  It helps me manage my entire business in an efficient and professional way. 

Having a system like this can save you an enormous amount of time.  It doesn’t matter what type of business you’re in – service or product based – having a CRM system will make your life so much easier.  I have been with 17hats since 2015 and am an ambassador for them because I love their product so much.  There are lots of different options out there, but I would encourage you to do your homework before committing.  They all look similar on the surface, but the details really do matter – a lot!  If you’re interested in getting started with a CRM and need some direction, or are currently a 17hats user and want to take your utilization up a level, please let me know.  I’m happy to help!

I offer a free discovery call to chat about your business needs and how I might be able to help. You can click here to schedule that free call now. I’d love to connect and see if we’re the right fit.

If you’re interested in learning more about how 17hats can help you in your business, you can start with a 7 day free trial, which you will find at www.17hats.com. Just click on Start Your 7-Day Trial. Once the trial is over, or you’re ready to purchase, you’ll want to use my referral code, debmitzel, at checkout to get 50% off your first year of membership. 😊

Or, if you are ready to purchase right away without doing the trial, you can use my referral link to sign up and get the discount: https://referrals.17hats.com/card/debmitzel

Disclaimer: This post may contain affiliate links.  I could make a commission at no charge to you if you purchase my recommended products. 

Deb Mitzel is a Small Business Operations Consultant & Coach, as well as a 17hats Implementation Specialist. Deb is passionate about helping her clients get time back so they have the bandwidth to bring their personal and professional dreams to life. She believes that an Integrated Life – one where your life and business are designed to serve you best – is not only possible, but achievable. If you need help with your business and would like to chat with Deb, she offers a Free Discovery Call to learn more. Click below to schedule your call!