How to Use Empathy to Improve Your Business Process & Client Satisfaction

Empathy is the tool Liz Illg uses to run her business. On this episode of the Process Breakdown Podcast with Dr. Jeremy Weisz, Ms. Illg talks about process development using her grounded method “the client love process,” a method that helps you build business processes based on genuine and intentional client care implemented at each stage of the buyer’s journey.

Ms. Illg, also known as “The Process Queen,” shares the lessons she learned from scaling her pet-grooming business from zero, and she reveals the problems she encountered due to lack of process. 

She shares practical insights on ways to implement her ‘Client Love Process’ method to your company’s onboarding procedures, the biggest mistakes you might be making with your processes, and how to jump these hurdles appropriately.

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Key Resource List:

* SweetProcess.com* Lizillg.com* Puff and Fluff Grooming and Pet Sitting* Never Lose a Customer Again by Joey Coleman

Show Notes:

0:08 – Podcast intro

0:55 – Dr. Weisz shares the best solution for documenting standard operating procedures, SweetProcess, highlighting a 14-day free trial.

1:36 – The guest speaker, Liz Illg, is introduced.

2:21 – The guest talks about how she started her pet-grooming business with zero employees and with little to no money in her pocket. The company is now of high value.

4:23 – Ms. Illg shares the first nightmare she encountered when starting her business.

5:20 – Ms. Illg talks about how she battled through her first company problem.

7:52 – The guest speaker shares her story of becoming The Process Queen.

9:27 – The speaker talks about her proven process method, The Client Love Process, and how she uses it to run and scale her pet-grooming business successfully. 

11:40 – She also shares a book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman, a book that has helped her implement processes effectively.

18:05 – The guest speaker gives real-life scenarios of The Client Love Process in action when onboarding clients.

23:21 – The speaker shares the next step she takes after onboarding clients.

26:57 – The speaker talks about the biggest mistakes that companies make when it comes to processes.

30:40 – Ms. Illg suggests some gift ideas you could give your clients.

34:00 – The speaker shares her favorite Audible books.