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There’s only so much you can do as a personal service solopreneur.
You can’t be available 24/7, and you can’t answer every call or message within a few minutes. You simply don’t have the luxury of spending a ton of time with every customer, even if you want to.
One thing I’ve noticed fairly consistently is that solopreneurs who are struggling with improving their customer experience have one thing in common: They’re reactive instead of proactive.
The best way to manage being time-limited while being proactive is by creating self-service resources that your customers can easily access.
It’s one of the best investments you can make for your customers and for your sanity.
As you go through the rest of this article, you’ll see I’m looking at self-service resources from two angles: one for boosting customer satisfaction, and the other for attracting more customers. The two often go hand in hand.
WHAT’S NEXT:
Why Self-Service Resources Improve Customer Satisfaction.
5 Types of Educational Self-Service Resources
2 Types of Interactive & Guided Resources
Using Case Studies As A Self-Service Resource
How To Get Customers To Use Your Self-Service Resources
Why Self-Service Resources Improve Customer Satisfaction
Self-service resources are all about convenience and meeting customers where they’re at.
Customers want to take action when the mood strikes them. You may not always be available to help them directly at that moment, but you can provide resources that support them.
If your customers can find resources to help them take a step forward in a service they’ve already hired you for or in their consideration of hiring a service like yours, it boosts their satisfaction in the process.
To break it down a little more, here’s why it improves customer satisfaction (and helps you run your business as a solopreneur):
They save everyone time
They save everyone money
They can create a more consistent experience for customers
Many self-service resources are shareable - which can help you find more customers
They build trust and authority with both existing and potential customers
They give you something high-quality to share with customers when they ask questions.
Not only are they a smart move for improving customer satisfaction, but they’re also a fantastic investment when you’re a one-human show.
So, let’s take a look at some of the best self-service resources for personal service solopreneurs.
1. Educational Resources
The wonderful thing about creating educational resources is they can help create confidence in your customers.
If you can help them feel more confident in their ability to understand, evaluate, make decisions, and even perform some tasks themselves, that can help build trust with you.
There are a lot of ways that you can approach creating educational resources. What you choose to do depends on what you’re sharing, what feels most natural for you to create, what your end goal is with them, and what you and your customers are most likely to utilize.
Here are a few ideas to help get your creative juices flowing.
How-to Documents
How-to documents are meant to guide the reader step-by-step through the process of doing something. Some may be more technical and detailed, while others are more broad.
Why How-To Documents Are Awesome:
You can use them to share with existing customers to stay top of mind.
You can use them to get in front of new customers who are searching online for help.
It highlights your experience and knowledge while building trust
Tips For Creating How-To Documents:
Keep the title clear so it’s easy to find.
Avoid jargon. If you have to use it, include a mini-glossary of terms used in the guide.
Include pictures or video whenever possible.
If using pictures or videos, include visual clues like arrows to highlight things the viewer should be looking at.
Include Helpful Links for Related Processes.
For example, if your how-to doc involves steps that vary (e.g., prepping pets for grooming), link to guides tailored to different situations, like bathing specific breeds or trimming nails safely. This keeps your content concise while covering multiple needs.
Link to additional or supplemental resources as appropriate.
DIG DEEPER: Want to learn more about communicating well with customers via writing? Check out my Guide To Creating The Best Customer Service Experience Via Email. It’s written for email, but a lot of the same principles apply.
Ideas for How-To Docs:
How to troubleshoot a Maytag dryer that isn’t drying (Appliance Repair)
How to pick the best fruit at the grocery store (Personal Chef)
How to properly size your dog’s walking harness (Dog Walker)
Where To Host This Resource:
There are a lot of places you can host your how-to docs. However, keeping in mind the end goal of making it easy for customers, here’s what I would suggest:
If you have a website, this is the best place. This is where most customers would think to go.
If you don’t have a website, Notion would be a fantastic second choice. Here’s an example how-to doc that I created for my full-time job using Notion.
Video Database
A video database is fantastic for more nuanced, detailed, or heavily visual topics. (Or, if writing just isn’t your jam.)
Why a Video Database Is Awesome:
A video database has all of the same perks as creating how-to documents, but:
They’re usually easier to make than how-to documents.
They build a more personal connection between you and the viewer.
Tips For Creating a Video Database
One topic per video to help keep it only as long as it needs to be.
Good lighting is more important than having a fancy camera.
Add a written description of the video that would help it be found by people searching.
Need a software editing recommendation? I use CapCut.
Don’t want to worry about software at all? Hire someone on Fiverr to edit.
Ideas for a Video Database:
Videos showing basic car care, like checking oil levels (Mobile Car Mechanic)
Videos showing how to troubleshoot basic computer problems (Personal IT Support)
Videos showing when to use different types of light based on use (Light Designer)
Where To Host This Resource:
You have a lot of options for where to host your video database. When you consider what your customers would most likely do in order to find the videos, they’re most likely to go to your website or YouTube.
It’s easier to organize your videos there, and YouTube is the second-largest search engine in the world. You can choose to only host them on YouTube, or you can embed the YouTube videos on your website to cover your bases.
Articles & Blog Posts
Articles and blog posts tend to cover more broad topics, allow you to share experiences and ideas, or help evaluate information.
Most often, you’re targeting people who are not customers yet or are customers but are considering another service you may offer.
Why Articles & Blog Posts Are Awesome
They can help you get new eyes on your services
They’re super shareable when done well
They’re a great way to build connection, authority, and trust with potential customers
Tips For Writing Articles or Blog Posts
Only write as much as necessary - you can write a long article, but it needs to be worth the read
Make it easy to read by using line breaks, headers, and visuals.
Make it easy to find by using language your ideal customer would search for
Ideas For Articles Or Blog Posts
Articles covering party planning basics, like to pick a theme (Event Planner)
Blog posts covering unconventional wedding locations (Wedding Videographer)
Articles covering different studying methods for the LSAT (LSAT Tutor)
Where To Host This Resource:
If you have a website, then hosting your articles or blogs there is the best bet.
If you don’t have a website - don’t sweat it. You can also host articles on Notion if you make them public, create them on Medium (a platform for writers), or Substack.
FAQ Section
An FAQ section answers common questions that customers may have.
Do you take credit cards?
What’s your cancellation policy?
What’s your guarantee?
But it can also address unspoken questions that customers may not be comfortable asking out loud. Answering those questions can be the difference between someone pulling the trigger or not.
Why An FAQ Section Is Awesome
They cut down on getting the same questions over and over again.
They’re super easy to write and add to over time.
You can create one in under 90 minutes.
Tips For Writing An FAQ Section
Keep the answers brief; 2-3 sentences if possible.
Focus on the most important questions - you don’t want an entire library of FAQ’s.
Focus on questions that people actually ask you, but then add in one or two that speaks to common, unspoken questions.
Ideas For An FAQ Section
Answering questions parents might have about bringing their high-support needs child to the barber (Barber specializing in neurodivergent kids)
Questions about common internal anxieties when getting your house cleaned (House Cleaner)
Questions about payment methods and cancellation policies (Freelance Photographer)
Where To Host This Resource:
You can have a version of your FAQs in a lot of places - basically, anywhere customers may find you.
Places like:
On your website
As a pinned post on your social media
FAQs on different articles or how-to docs that are related.
Glossary of Terms
A glossary of terms is a resource that explains common terminology or jargon in a friendly way for customers or potential customers.
This can be really helpful if you’re in an industry that uses uncommon language when talking about your service.
Why A Glossary of Terms Is Awesome
It helps customers better understand the service, so they can make better decisions.
It minimizes potential misunderstandings.
Tips For Writing A Glossary of Terms
Pretend like you’re explaining it to a 5-year-old. Short, easy-to-read sentences.
If there are a lot of terms, keep it organized to help customers find what they’re looking for.
Ideas For A Glossary of Terms
Glossary of furniture styles (Interior Designer)
Key genealogy terms explained (Family Genealogy Service)
Definitions of astrological signs and placements (Astrologer)
Where To Host This Resource
A Glossary of Terms is going to be a self-service resource that shows up in whatever format you’re leaning toward for your other self-service resources. It can just as easily be an article or as another video in your video database. Just be sure to link it wherever it is appropriate.
2. Interactive & Guided Support
There’s some overlap between educational resources and interactive or guided support resources, but they serve slightly different purposes and have a different customer experience.
Educational resources are generally more passive and focus on providing information, like being 'talked to.' They’re often used for learning at the customer’s own pace.
Interactive and guided support resources—though they may also include educational content—are designed to feel more personal and hands-on. They guide customers through processes step-by-step, creating a more engaging, personalized experience.
See if any of the resources below would be good to add to your self-service resources.
Calculators & Tools
Calculators and tools are probably some of my favorite self-service resources to create. It’s an opportunity to really help people without it needing your time for more minor questions or needs.
Why Calculators & Tools Are Awesome
Quite simply - they’re fun to make.
It helps your customers or potential customers start envisioning their next steps, which can lead to higher conversion rates.
It adds significant value to the user and can help them accomplish their first win with you.
Tips For Creating a Calculator or Tool
Keep it focused - the calculator or tool should answer one question or help achieve one thing.
Make it easy for them to engage with.
Tell them the next steps they should take now that they have used your calculator or tool.
Ideas For Calculators & Tools
Calculate how much paint is needed for a room (Interior Painter)
A home audit guide (Home insurance agent)
Your dog breed bestie quiz (Dog Trainer)
Check out this calculator that I created as an example.
Where To Host This Resource
If you have a website, you can embed a quiz or add a tool to it. Use ChatGPT to help you code the quiz (yes, it can help you code!) or hire someone on Fiverr. You don’t necessarily need additional software for that.
If you don’t have a website or don’t want to mess with coding, then there’s software like Outgrow. I’ve tried several different calculator software, and it was by far the best.
For other tools, it depends on what the tool is. Assuming it’s a download, you’ll need a form where they can request the tool, and you can then use email automation to deliver it.
Templates and Checklists
It can be tough for a lot of customers to wrap their brains around getting started with a service. You can help ease that feeling by providing templates and checklists to help them feel secure about what they’re doing.
Why Templates and Checklists Are Awesome
Create something great once, and you won’t have to create it again (usually) while still delivering an excellent experience.
They make your life easier just as much as it does your customers.
They help ensure things run smoother for everyone involved.
Tips For Creating Templates and Checklists
Help customers understand not only how to use them but why they should.
Let customers know what to do next after they’re done with the template or checklist.
Take the extra time to make them exceptionally clear and easy to follow.
Ideas For Templates and Checklists
A packing checklist before an international trip with young kids (Travel Planner)
A moving preparation checklist before making the big move (Relocation Consultant)
A template to help customers share the layout of their kitchen (Custom Cabinet Maker)
Where To Host This Resource
Often resources like this are sent directly to customers, but they can also function as self-service.
If you have a website, you can have a “resources” section and add it to that section, or you could turn it into an article.
If you don’t have a website, Notion would be a great alternative. Or, if you’re really focused on social media, this is one of the rare times I may suggest using something like LinkTree to share resources you’ve created. It does make access easier.
3. Case Studies
A case study is a more detailed account of a customer’s experience from the beginning to beyond the service being completed.
As much as we don’t like to admit it, humans aren’t logical - we’re emotional. Once we’ve emotionally decided on something, we’ll find a way to make it make sense logically.
Most case studies that I’ve seen highlight more of the logical side of our decision-making but there’s a big opportunity to share it in a way that pulls in the emotional side. Having both is a killer combo.
The job of a case study is to help customers answer “Does this service work for someone like me in my situation?”
Why Case Studies Are Awesome
It helps make working with you more tangible and shows that you’re good at what you do.
They allow customers or potential customers to see if the service is right for them without the pressure of talking with someone.
They can create a bit of FOMO, seeing what other customers have gotten thanks to your service.
Tips For Creating a Case Study
Create a few based on the different types of customers you want to work with or problems that you solve and want to highlight.
While typically used for marketing, the StoryBrand framework also works great for ensuring that all of the necessary parts of your case study are present.
Include visuals if possible. It could be part of your process, of your customer’s journey, or things you create to help readers remember key points of the case study.
Make it easy for customers to find by using language they’d use to identify themselves and their situation.
Ideas For Case Studies
Finding and Training the Perfect Doggy Side Kick for a Family with an Autistic Child (Therapeutic Dog Trainer)
How (Client Name) Learned Conversational Spanish to Connect With Their Newly Adopted Child (Spanish Tutor)
From City Slicker To Planting Rural Roots - How (Client Name) Found Their Country Home Without Losing City Fun (Relocation Specialist)
Where To Host This Resource
Case studies will be hosted similarly to your articles or video database.
How To Get Customers To Use Self-Service Resources
Self-service resources can be a huge help for many customers, but there will always be some who don't use them.
The customers who don’t use them may feel overwhelmed, uncomfortable with tech, or just default to asking a real person.
It's easy to feel like your resources aren't helping if you’re spending a lot of time on those who don't use them, but keep in mind: there’s a large, often silent group of people who do take advantage of these resources.
The self-service resources you create save both their time and yours by finding answers independently. You often won’t hear from these more independent customers until they have a specific need that requires your attention.
With that being said, there are a few things to keep in mind as you’re creating your self-serve resources:
Make it easy to use. Taking action on your own already requires effort—don’t create friction by making navigating your resources difficult.
Make it easy to find. This could be both where your self-service resources are located and how you name them.
Train your customers. You have to do more than create the resources. You have to talk about and point people to them. Share the resources as customers ask questions, but show them where they’re located so they can find them in the future.
Your self-service resources will grow with time. Your first versions won’t be perfect. You’ll update your resources as you learn to communicate better with your customers and as things change in your business, industry, and customers’ lives.
THE BIG TAKEAWAY
Improving customer satisfaction isn’t always in direct interactions with your customers, but how and when you meet customers where they’re at. Creating self-service resources allows you to support your customers even when you can’t directly be there for them.