Most wellbeing practitioners are exceptional at the work they do inside a session. But the experience of being your client, from that very first moment of finding you, through to long after the session ends, is something that often goes unexamined. In this post, Jennie Lichfield walks through the client journey step by step, including how simple CRM habits and thoughtful follow up can make a real difference to your retention and your income.

What Is a Client Journey?

Simply put, it's the full experience of being your client. It starts the moment someone discovers you (on Instagram, Google, through a recommendation) and it continues long after their last session. Every touchpoint along the way shapes how they feel about you and whether they come back, refer others, or quietly drift away.

Stage 1: Discovery, How People Find You

This is where your online presence, your Google Business Profile, your social content and your word of mouth reputation do their work. If your visibility is patchy or inconsistent, potential clients may find you and then not quite understand what you do or who you help. Clarity at this stage matters enormously.

Stage 2: Enquiry, What Happens When They Reach Out

How quickly do you respond? How warm does your reply feel? What's the next step? Many clients make a decision about a practitioner at this stage, before they've even had a session. A simple, clear enquiry process (even just a friendly email template) can make a significant difference.

Stage 3: Delivery, The Session Itself

This is usually where practitioners feel most confident. But it's worth considering: does the experience match the expectation you've set online? Is the booking process smooth? Are follow up instructions clear? Small gaps here can undermine an otherwise wonderful session.

Stage 4: Nurturing, What Happens After

This is the stage most often neglected and the one with the most potential. A follow up message a few days after a session. A check in at the one month mark. A birthday note. A gentle reminder when it's time to rebook. You don't need a complex CRM system to do this. You need a little intention and a simple system you can actually stick to.

Upselling and Cross Selling, Done with Care

If a client has had a great experience with one of your services, there's a real kindness in letting them know what else you offer. This isn't pushy, it's helpful. Many clients don't know everything you do. Sharing your other services, gently and naturally, is part of looking after the people in your world.

Ready to create a client experience you feel proud of? Come and join The Wellbeing Business Lounge, where we walk through all of this together, in a way that feels manageable and true to you.

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