Tag: client

Part 4: 8 reasons your business is not growing and it has nothing to do with sales, revenue, or profit

Part 4: 8 reasons your business is not growing and it has nothing to do with sales, revenue, or profit

It looks like we have gotten to the end of another series; man, has this one been a pleasure to write. We have learned several tactics and mindsets that can help you overcome your business growth challenges in this series.

It was a pleasure sharing reasons 1-6 in the first three parts of this blog. If you have not read them, make sure to read them on my Linkedin page or my website before diving into part 4 today.

Here is a quick recap of what we have covered in the first three parts.

  1. Cash Flow
  2. Dependent Model 
  3. Supporting Relationships (Trust) 
  4. Waste/inefficiency
  5. Leverage 
  6. Lack of curiosity 
  7. Vision with a plan
  8. A mirror

In this final installment, we will chat about arguably the two most important reasons you have not been able to grow your business the lack of sharable and actionable vision and to set yourself up with a mirror, a system of honest, open feedback.

Vision with a plan

Most people start their business without a plan. To be honest, it is a reaction to a problem that leads them to create a solution. That solution begins to create a vision of what their life could look like without this problem.

I fully agree that this is the best way to start a business. It allows you to follow an organic path and respond appropriately. However, there is a point in this experience where the moment begins to wain, where vision alone will not push you through.

I encourage you to create a plan before you get to this point. Most companies call this a strategic plan or business plan. It doesn’t matter what you call it if you don’t use it. This section will talk about some tips & tricks for constructing your plan, making it actionable, and ensuring it is something your company lives.

Core elements of your plan should include:

  • How you deliver your experience? Think of this as your external client journey. The step-by-step experience of your client. This should include all the actions and feeling your client will go through.
  • How you create your experience? Think of this as your internal client journey—the step-by-step experience of your employees. Include not only what they do but also think about how they will feel when they are doing it, what they need to be successful, and what their benefit is.
  • The financial model. This is self-explanatory but make sure you are projecting revenue, expenses, gross/net profit, and, if you can, cash flow for the next 3-5 years. Bonus if you can include where your expected revenue will come from.
  • Why do you exist? This is the most critical section to live every day. This is the great problem you solve or what change you hope to make in the world. This is the fuel that feeds your engines and those of your employees.

There are many other sections to a good plan, but in reality, it should fit under one of the above four areas of focus.

Tips for making your plan actionable

  • Write 1-5 concrete action steps for every goal in the plan to get it done. If you follow the above core elements, you will do this instinctively.
  • Assign the person or position/positions responsible for achieving the goals. Bonus point if you can break it down into the roles/ responsibilities based on the above journey.
  • Create how you will evaluate your plan’s performance. Include how often you will review goals and action steps. Include who will hold you accountable (best to use an outside coach or third party who can provide a penalty or reward based on achieving).

The final component is to make your plan sharable, making it a part of your companies everyday experience. If you followed all that has been said above and focused on creating your plan as if it is lived experience and not just goals on a piece of paper, then you have taken the first step in making it a livable component of your company. To take it to the next level, you can do a few things.

  • Bring in your leaders from all levels of your business. Create a cross-functional team of people from executive/top-level management to your front-end employees to review and give feedback. Then empower those leaders to propel the plan forward.
  • Create a corresponding training program to push the core reasons why. Teach the necessary skill to achieve the company goals.
  • Give autonomy to execute these plans.
  • Sit back and let things run their course.
  • Repeat your reason why as often as you can.
  • Have your employees share their reason why often and ask them to incorporate those reasons into the companies why.

I know this is a brief overview of strategic planning. However, it is essential that you engage in this process if you wish to grow your business and you’re currently slowing down or lacking momentum.

Lastly, do not do this in a vacuum; get help; it is excellent to engage in an outside agency to help facilitate it. It is worth investment as it will allow you to think and operate with a long-term mindset. Finally, start your planning process before it is too late.

A Mirror

If you have read this far, your head is spinning with the action you can take. However, before you do anything else, could you do one thing?

Turn the camera on your phone and make sure it’s pointed at you. I am assuming you’re now looking at yourself in the screen. Now wave.

What did you notice about how you waved? Did you see your facial expression or the angle of your hand? Did you notice the bags under your eyes or the position of your feet? Did you feel anything interesting?

Now, what if that mirror could talk? What if it could share what it is seeing, the experience it has, and the things it has heard? How could that change you?

If you genuinely want to solve your business’s problems, you need to get an honest view of what and how you’re doing. There are many ways to get this feedback from family, friends, employees, but the best way is going to be through coaching.

The main reason is that you have invested in making yourself better by facing your faults and insecurities. That is in addition to them seeing opportunities where you don’t, providing you business education, access to additional resources, and so much more. However, I don’t want to write an entry on the benefits.

Sidebar: I personally have three coaches, one for business marketing, one for general business strategy, and one for mindset.

Instead, I want to talk about the insecurity of getting help.

The first insecurity to be prepared for is the fear that your coach will make you face yourself. They will force you to confront the things you don’t want to or have neglected. When you start this process, it can hurt, but the relief as you start making progress and begin to see your vision come to life. It can be the most rewarding thing.

The next insecurity to be prepared for; is do you really trust. A great coach is not only going to help you implement profit-generating changes in your business but also time freeing strategies. This usually requires you to invest in more people that can be employees, or it can be outside services.

One of the most demanding challenges is to give up control over your baby. However, learning how to build real trust is a game-changer and the only real way to have the lifestyle you want.

The final insecurity to be prepared for; is delayed reward. Change takes time, and lasting change takes even longer. There are plenty of gurus out there that will say they solve the “insert problem” in just a few weeks or months. Many of them can do it but will that solution last. The answer is no.

The only way to create lasting change is to change yourself. Be prepared that it may take you time to make the internal changes to get the external results, but please do not allow that to stop you.

Thank you for reading this four-part series on the 8 reasons your business is not growing. I hope you have found it enlightening and that you implement at least one change. If you have read this far, I want to make you a special offer. I will provide you with one profit acceleration assessment and one month of coaching for free. All you have to do is email me and write in the header, “I want to grow my business.” Then, I will contact you to get started.

I look forward to helping you achieve your dreams. Remember, the best time to change was yesterday, so you better change today.

The offer of free PAS and one month of coaching is good from January 20th, 2022, until February 20th, 2022.

Science of the Memes

Science of the Memes

 

Today I’d like to discuss the science of memes and how the spreading of ideas is engrained in our human society.

Definition

An element of a culture or system of behavior that may be considered to be passed from one individual to another by nongenetic means, especially imitation.

  • a humorous image, video, piece of text, etc. that is copied (often with slight variations) and spread rapidly by internet users

 

Memes

In our modern era, memes have become a cornerstone of our social media-filled lives. However, we never take the time to investigate why they spread so fast and how that affects consumerism. 

You can use this same information to create a lasting positive impression about your company, products, and services. People are more likely to try a new product or service when they feel protected and reassured by the masses. 

It’s been determined that spreading ideas is essential to the survival of a society. There are five main situations where this occurs. They are:

  1. Crisis
  2. Mission
  3. Problem
  4. Danger
  5. Opportunity

Think of Evangelism. This movement is a prime example of people not only spreading the word but also convincing people to jump on board and start spreading the word themselves. How did this movement do this?

They effectively incorporated a few key things that always catch people’s eye:

  • The use of media: especially news. They associate their movement with polarizing events and caustic leaders.
  • The power of selflessness, a massive piece of this movement, is that through association, you live a life of helping others and altruism.
  • The power of exclusivity; it takes becoming a member to learn all the secrets. It comes in the form of in speak, opportunity, and ultimately community connections.

These are just a few lessons we can learn from this powerful movement if you think about your business marketing strategy. What elements do you have?

It takes these elements and more to go viral, which we will discuss in the next section.

Let’s Go Viral

While traditional marketing can be used to your advantage, the reality is viral and online marketing is the king of the castle. You can spread the word online like the plague if you know what to do. Here are some simple steps to do this:

  • Find an interesting idea
  • Make it easy for people to experience or try
  • Spread the idea while people who are in close contact with others
  • Take advantage of existing communication methods
  • Develop the way of testing your product in such a way that it automatically draws more participants

Viral marketing is the new gorilla marketing; it creates channels to allow you to provide value to a lot of people. Thus giving them the best chance to advocate for your product or service. A few great places to try to create a viral marketing campaign are:

  • Tik Tok
  • YouTube 
  • Facebook 
  • Instagram 
  • E-Mail marketing

 

There are six things everyone should be doing to benefit from word of mouth on the Internet:

  • Put WOM components on your website.
  • Assign people to monitor your viral marketing.
  • Place testimonials in different places on your website to walk a customer through the purchasing cycle.
  • Set up an email marketing campaign.
  • Stay up to date on what products and services the experts in your industry are recommending.
  • Use your website & media to demonstrate the great ways people are using or finding success with your products and services.

This wraps up our lesson on how to apply the power of memes to your marketing. If you need help creating your own plan and discovering your business plan, feel free to contact us. We’re here to help.

Decoding Word-Of-Mouth Messages

Decoding Word-Of-Mouth Messages

Title Photo

Today’s lesson will talk about how word of mouth messages are delivered and how you can influence those messages.

There is a simple hierarchy of how to make WOM most effective

  1. Be an expert talking to an expert
  2. Get that expert talking to ICA (Ideal Client Avatar)
  3. Then get the ICA to talk with other ICA’s

 

When experts talk about your products or service, you will usually receive an amazing rush of sales and new customers, so obviously, this is one of the best things that can happen. However, you can also help facilitate this by offering free products to experts to review.

Expert opinion can also bring about new ideas that help to fuel new products, services, and operating systems within your company. If you take the time to change or develop the opinions of even a small group of experts, you will have the opportunity to help your market explode.

There is a standard word-of-mouth delivery system that, in most cases, takes a few years. But, you can speed this up into only a few weeks. The traditional approach is:

  • First impressions from an expert
  • Organized trial of your products or services
  • Pooling peer experiences

 

It’s important to know exactly who is advocating for your products and service. Take the time to find out who they are and reward them. While you may already have a customer service system for filing complaints, do you have one for compiling praise? Most likely not. If you take the time to show these people appreciation, they will help take your products and services to the top. 

Some of the ways you can show them appreciation are:

 

  • Invite them to a customer appreciation dinner
  • Offer to videotape their testimonials
  • Ask to interview them for feedback to improve with
  • Offer them a premier customer membership
  • Ask them to join a referral incentive program

 

There are lots of things you can offer your biggest fans to help spread the word about your products and services. 

Conventional media has been around forever, and while it can still be effective, it’s lost a little of its luster over the last few years. There are a few reasons for this:

  • Expensive and doesn’t necessarily return results
  • Boring, lacking something fresh and new
  • Too short of a time slot to offer enough information

 

While these are all true, there are ways you can make conventional media work for you. For the information to be effective, it needs to be presented in the right sequence, come from the right sources, be relevant to the target customer, be credible, and be delivered at the right time in the medium. 

We’re going to switch gears a little and talk about the two phases of the product adoption cycle. Traditional media is great for taking you through the information stage, where you can offer the information you need to your potential customers. Still, it’s not so great for measuring the results of those efforts. 

Without these results, you can’t fine-tune your marketing and, therefore, can easily miss the boat and lose potential customers and waste a whole lot of money. Once a consumer has the information they need, they’ll go through a verification process as they analyze whether or not the purchase was a good one. They generally get their information through:

  • Direct experience with the product
  • Interaction with peers using the same product
  • Experts’ experience
  • Scientific journals and other resources
  • Independent reviews and opinions

 

You can accelerate this process by:

 

  • Providing your own demos and free trials
  • Offer them indirect experience through the experience of others
  • Offer a good, true story that can be passed around 

Once you have the ability and can work through these concepts, you will be able to target your customers much better. If you need help with any of this along the way, try our FREE test drive to gain access to our experienced business coaches.

Get People to Talk About You The Way You Want

Get People to Talk About You The Way You Want

In the last post, we started our series on word of mouth and talked about making your customers purchasing experience a short, easy one. We are going to continue with that theme a bit today. We will talk about the power of word of mouth and how to mold it to your advantage.

The reality is everyone needs an advisor to guide them to make a decision. We rely on the expertise of others to make the right decisions as they are explained to us. When you take the time to understand exactly what and how word of mouth works, you’ll see all the great advantages it has to offer you. Remember this path when working to understand word of mouth:

  • Accelerate the decision-making process for increased profits.
  • You can accelerate product-making decisions by making the process easier. For example, try delivering on your word-of-mouth promises instead of low-ball advertising and the used car salesman approach.

Traditional advertising draws about one response for every thousand ads, and most of those are to ask for more information before the customer even considers purchasing. When you get information from a friend, you are more likely to take their word for it and act. On average, customers purchase two out of every five recommendations their friends make. That’s a HUGE difference.

So, what exactly is word of mouth? We know how powerful it can be, but to define it: Word of mouth is a communication between a customer and a potential customer. There is usually a relationship of some kind between these two people with an established level of trust. 

Now, compare this to advertising where you are providing a message to a potential customer who has not established a relationship with you or level of trust. Who are they more likely to take advice from? The answer is clear!
We talked above about the benefits of word of mouth now; let’s take a look at some reasons why it works. Some of these are:

  • The information is custom-tailored to the potential customer because of the friendly relationship of the referrer.
  • It’s more personal, relevant, and believable.
  • It’s customer-driven.
  • It’s self-generating and can take on a life of its own, especially with the information age of the Internet.
  • It becomes part of the product’s description.
  • The source of word of mouth can be meaningful and more effective when coming from an expert.
  • Word of mouth saves you time and money. 

To fully utilize word of mouth, you need to understand:

  1. Where is your word of mouth coming from?
  2. What products or services are being affected by word of mouth?
  3. How is your word of mouth traveling?

Once you know these things, you can work out a plan to trigger more word of mouth. This wraps up this lesson on word of mouth. If you need help understanding word of mouth and how it can impact your business, try our FREE test drive to access our wealth of resources and tools.

Next time we’re going to dive into the nine levels of word of mouth. These levels help you understand which word of mouth is positive and which is not.

5 Killer Mistakes – Part 3: Up Cash Creek Without a Paddle

5 Killer Mistakes – Part 3: Up Cash Creek Without a Paddle

Now to conclude our killer mistakes series, we will talk about the worst mistake you can make that will not only cost your clients but might even cost you your company. Today we’re going to talk about the fifth killer mistake: Cash Flow.

Even when business is good, there’s still a chance of running out of cash flow. You have to always be prepared for a slow in sales or a surge in expenses. One of the keys to balancing your cash flow is to get your clients to pay on time. Managing your cash flow can seem like a nightmare but is essential to a successful business.

Here are some tips to speed up the payment process:

  • Always send invoices on time and adjust your records for potential audits.
  • Learn how the client processes payments on their side and find out precisely where to send invoices.
  • Find out who’s in charge of processing orders and payments so you know who to contact if needed.
  • Have a follow-up procedure in place, just in case.
  • As a last resort, call your contact to ask questions.
  • Always make sure your invoices are correct before sending them out.

You also need to make sure your cash flow is protected. You can do this by:

  • Always knowing which accounts need to be paid and when.
  • Negotiate with your suppliers for the lowest cost possible.
  • Have a bank contingency plan in place.
  • Build your investor network.
  • Having a weekly, not monthly, cash flow management system.

These are all great ways to protect the cash flow of your business and be able to serve your clients. However, these last few lessons are all about finding and maintaining your big fish clients. These clients are essential to your success, and you need to take the time to work through each of these steps carefully and correctly for the best success.

I am here to help with any of the processes we have discussed; feel free to ask me how to get access to a wealth of Free tools and resources and our business coaching staff.

Take the One Thing Challenge!

If you feel frustrated with sales and marketing, the reason may not be a lack of effort or investment. Instead, the problem may be inadequate or inefficient service delivery to your customers. 

Remember, the best time to make a change was yesterday, so you better get started today! What is the one thing you need to change or do differently that would make you more successful?

Complete this quick form, and I will respond within 48hr with one action you can take to make your one thing a reality?

 

5 Killer Mistakes – Part 1

5 Killer Mistakes – Part 1

5 big mistakes that will kill a deal are:

  1. Not meeting the client’s expectations
  2. Mishandling a client crisis
  3. Taking on more than you can handle
  4. Putting all your eggs in one basket
  5. Up cash creek without a paddle

Any one or a combination of these can not only kill the partnership but can take down your company as well. We’re going to take a bit of time to talk about each of these; in this lesson, we’ll cover the first two.

Not Meeting Client’s Expectations

You must give your clients exactly what you promised during the negotiation portion of your relationship. If an event does happen where there is no way to meet the client’s expectations, not only do you have to find a way to fix the situation, but you also have to find out where it all went wrong. 

A couple of things could have contributed to this problem:

  1. Bad salesmanship. This could mean the salesperson was trying too hard to seal the deal and didn’t listen to the client’s needs.
  2. Lack of communication. This breakdown occurs between the salesperson and your operations department.

To avoid these mistakes, you need to put a clear plan of action into place that all of your sales staff needs to follow:

  • Think before you speak.
  • Give yourself a break.
  • Perfect your process.
  • Pre-format over-deliverables.
  • Stay hands-on throughout the entire process.
  • Define success.

 

Mishandling a Client Crisis

Crises will happen, but how you respond and fix them will define your company and interaction with your clients. You need to react quickly and effectively. This will help you gain even more trust and confidence from your client.

Some simple tips can help you deal with any client crisis:

  • Take responsibility and apologize, no matter who is at fault.
  • Act swiftly and effectively.
  • Step in and take control of the situation.
  • Never point fingers or place blame.
  • Stay in constant communication with your client.
  • Stay calm throughout the situation.
  • Keep your eye on the ball.

Now that you know the top two mistakes you can make to kill a big fish deal, you’ll know better how to avoid making these mistakes in the first place and learn how to put a plan of action into place in case of a crisis.

If you need help with any of this, don’t wait, email me at doogie@ideasactionsuccess.com

Next time we’ll talk about the 3rd and 4th killer mistakes you can make in working with big fish clients.

What has D&D taught us about sales?

What has D&D taught us about sales?

Now that you’re prepared to make your first impression, you have your plan and profile in place. It is time to think about how to match your big fish to the right salesperson. The process is all about matching the right salesperson’s personality/ style to the correct prospect.

Before we jump into this, make sure you go back and double-check your process because once we assign the salesperson, there is no turning back. The human factor and the benefits of each of your salespeople’s personalities will now come into play.

Ok, so now that you’re clear on making sure your process is ready, let’s talk about your salespeople.

You need to do this in two steps:

  1. Profile your salespeople’s personalities.
  2. Match the right salesperson to your target fish.

There are essentially three different selling personalities. Most salespeople are usually strong in two of the three arc types. It is crucial to think about your people and see which one each of them is.

The Sage 

This salesperson offers knowledge, experience, comfort, and trust. They can make a concerned customer feel at ease. It is their mission to educate the client to empower them to make the best decision. This salesperson tends to relay the logical information and speak to those benefits. 

To be successful, they need plenty of information, a demo of the product/service, references, and case studies, if possible. They tend to shy away from using emotional appeals and staying grounded in the client’s needs, not their future wants.

The Companion 

Much like it sounds, this is a salesperson that shines at building relationships. They can instantly relate to the prospective client and make them seem like old friends in no time. They work best with clients looking for friendship, information, and a similar peer group as the salesperson. This can include anything from age and culture to hobbies and nightlife. While sharing experiences can be beneficial to creating a new relationship, your salesperson must always keep it professional and dignified. 

This salesperson focuses on painting the picture of the ideal future state. They spend their time working towards the long-term sale and only get a few big wins. They excel at upsells and cross-sales because they are seen as the guy for their customers.

The companion can get in trouble because they tend not to have a large volume of clients. In addition, their sales process takes longer than the others, which can cause trouble for high transaction volume businesses. 

This personality type needs help pairing with the right client, schmoozing budget, and the correct information to meet the client’s needs. In addition, you should consider putting this person in a role working with the big clients that you need to maintain a relationship with.

The Brawler 

Obviously, this personality type is a little more aggressive than the others. They are all about business and the bottom line. While this may seem harsh to many people, there is a set of business people who want the same thing and respect someone who can get down to business and the benefits of a partnership. This salesperson will need to be trusted with a bit of authority as they will likely be closing deals on the spot. They’ll need plenty of resources and access to products and services. They are best placed in environments where they can work independently, exercise their authoritative discretion, and seal deals quickly. 

They are great in high-volume environments or with clients who want to make the now decisions. You tend to see them work best with your straightforward type A personalities.

Pick the right map

Any of these salespeople can all be successful when used in the correct environment. You can easily see how matching the right salesperson for the client can secure more big fish and for a more extended period of time. 

It is up to you as the business owner or sales manager to put your people in place to be most successful. It is also vital to create an environment for your sales team to work collaboratively vs. adversary. This way, you ensure that complimentary styles can share in the benefits. It is important to both have team and individual goals and bonuses.

If you need help figuring out how to capitalize on your sales team and land the big fish. Don’t hesitate to get in touch with one of our coaches. We would love to offer our aid.

O No First Contact! Are you prepared?

O No First Contact! Are you prepared?

Home page picture, used for social post

In the last post, we learned the process for researching our big fish (ideal client). Being prepared to make a great first impression is imperative to your success. Your strategy needs to instill confidence. The prospect needs to know you can meet expectations on time, at a reasonable price, and the quality at or above expectation. 

Now let’s begin to create the perfect first impression. Building a good plan starts with identifying the right big fish. Take a look at your notes and the research you’ve done about prospective fish. Then decide which one will be the most straightforward approach to start with.

There are a series of things to go through in choosing which fish to start with. They are:

  • Compile Your Hit List
  • Prepare your position
  • Define where to start 

Compile Your Hit List

Start with a list of all the companies you’ve been considering. Then narrow it down to the ones who know could use your products or services. Don’t overlook obvious choices, whether they are big or small. Don’t discount a company just based on the physical size. A small company can have significant opportunities. Think back to your earlier work where you identified what makes a good big fish.

Prepare your position 

You need to prepare your customer research. This starts by creating a documented procedure including the companies revenues, perceived target audience, industry challenges, company culture, decision-makers, etc. Use this tool to get into the heads of your clients to understand their needs and wants.

Once, you have the information you’re ready to make the first move.

Define where to start (prioritize) 

Great so you have been able to narrow your list to a responsible 10-20 ideal clients. Now you need to set priorities of who you should contact first. To help you chose please consider the following:

  • Which have the most purchasing resources to spend?
  • Does their company vision complement yours?
  • What are their employee incentive programs as they relate to your products/services?
  • What’s the company’s actual need for you?
  • Will the partnership lead you off-course?

 

Now you should have a target in mind to start with. It’s time to plan your approach and execute that plan.

Here’s the step-by-step plan to help you make an excellent first impression:

  1. Build and analyze your database. Use the following lead tags to categories and track your sales process (if you don’t like these, come up with your own, but make sure you a definition that includes the behaviors your prospect should be displaying): hot leads, great fits, warm leads, and secondary leads.
    1. Great fits: these are the top 1-3 from your list above.
    2. Hot leads: these are leads that you have been able to engage in meaningful conversations. Specifically, you have spoken with them, and they have moved to the end of your pipeline.
    3. Warm leads: these are the leads that you have engaged in meaningful conversation but have not been able to get over all their objections. They see you as a problem solver and their most likely solution but you still have to get them over the hump.
    4. Secondary leads: These are not great fits, but you feel you can still bring value to them. However, they may not be your ideal for several reasons.
  2. Send out initial mailings (this a print mailing, you may, in addition, consider sending an email) to peak interest, educate, and establish preeminence. It should be short, clean, and concise. Ideally, to speak to the problem they have and don’t want.
  3. Follow up with your first phone call 2-3 days after they would have received the mailings. During the phone call, find out whom you need to be speaking with in the future and set up a meet with the right person.
  4. Follow up your phone call with another mailing/E-mailing/social contact that thanks them for taking the time to speak with you and offer more details about your products/services. Use this letter and opportunity to set up a meeting to do a presentation.
  5. Follow up the letter with another phone call a couple of days after receiving the letter. This phone call is to help you further develop your relationship with the prospective client. You should also be able to set up a presentation meeting with them. 
  6. Call again a week later if they haven’t agreed to a meeting or presentation. Ask if they received your creative letter (the second one) and if they have a minute when you can stop by and introduce yourself in person.
  7. Repeat, Adjust and Adapt. No process is perfect; keep adapting and changing your contact method and message as long as the prospective client fits that ideal process. 

Now, don’t be upset if you don’t seal the deal right away. Some people simply take a little longer to woo. This can all be a little intimidating at first, but you can’t go wrong when you know you are offering a quality product/service.

Once you’ve gone through this process and make the first contact (and hopefully a good first impression), it’s time to put your best face forward, which means sending the right salesperson to seal the deal.

If you need help putting together your approach and make an excellent first impression, schedule a free consultation to discuss your big fish.

The best time to start was yesterday, but today will do just fine.

About the Author

I am a business coach and consultant specializing in uncovering the root cause of a challenge and offering an unexpected solution. That solution typically results in a substantial increase in profits and the peace of mind to set you free from your business.

I ask powerful questions to clarify who you are and what you want. I am empathetic, although surgical in approach. I make my clients feel they are the only person I am working with. I have an uncanny way of drawing people out and getting to the heart of the matter.

I am a Pittsburgh native who aspires to free business from the rat race. If I am not working to improve the lives of my clients. Then you will most likely find me on the ice playing hockey, reading, or making plans for the future.

If I can ever be helpful to my readers, it would be my pleasure to connect and see where I can bring you value. I look forward to continuing to share more great lessons with my growing community.

Secrets Secrets they Can Be Fun… Let me tell you one.

Secrets Secrets they Can Be Fun… Let me tell you one.

Top secrets customer service information

In the last post, we talked about the first secret to building a solid customer service plan and how to decide what your vision is. 

Today we’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are, and you will know better how to serve them. Having a defined ideal client is really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working-class man in his 50’s.

When considering what your customer wants, there are four main areas to focus in:

  • Listen to your client
  • Ask Your Customers Sincerely
  • Offer More than Just a Product/Service
  • Know When to thank them for their feedback 

These are all important when deciding what your customers want out of their experience. 

Listen to Your Client

You need to listen to both what they say and what they don’t say. Clients may say they want one thing and mean something else. For example, if your customers are begging for lower prices, you may find their real priority is quick delivery. Your clients fall into four categories.

First, you have the raving fan; they’re the person who will self-identify with your brand. Take, for example, the hipster that will say I will only use apple products. Most of the time, they love what you do and provide you with positive feedback. This is your 20% sweet spot. However, if you’re looking to grow or pivot, you have to listen to what they say and prod them for negative feedback.

Second, you have the passive client; you need to listen to customers who only reply with “fine.” These customers are so used to bad customer service they only give a monotone response. Think of the client that leaves the 3-star review and writes it was good—clearly, no a lot to go on here. 

Third, you have the silent client. Listen to your “silent” customers. These customers don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted, and when a competitor shows up, they’ll be gone.

Lastly, you have the detracter or “Karen.” These are your clients who had such a negative experience that will actively try to cause harm to your business. This can be in the form of a poor review or youtube rant. It is essential to make sure that you have a plan in place to handle these people. One suggestion is to create a Non-ideal client profile; this will allow you to figure out who that person is before they even have a chance to buy from you.

Ask Your Customers Sincerely

If you aren’t sincere when you ask their opinion, they will see right through you. It is essential to understand why you are asking them for their feedback. Are you truly prepared to take feedback and make changes? If not, don’t ask. Client feedback is not an opportunity to pander to them in an attempt to create some false value. This is your chance to reengage them and keep them as loyal customers.

You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care, and you should! 

Extra tip: If you have a plan of how their feedback is being used, share it with them during your review process.

Offer More than Just a Product/Service

Your customer service process does not just start after you have completed the sale. Make sure you are thinking holistically about your client’s experience. It starts from the first contact and continues indefinitely.

Your customers are looking for much more than a simple product or service; they are looking for an experience that makes them feel good. They gauge every step of the process with a value. When you consider this and treat them like people, they will feel like they belong. That is when your product or service becomes a community.

Know When to Ignore Them

First, you must acknowledge that your business is not for everyone and everyone is not your customer. You will sell to people, and people will buy from you that really shouldn’t have. 

It is okay; in reality, you can’t give them everything, and some people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the customer’s needs, they will be best suited elsewhere. 

Be direct, tell them this is not working out, and create a process to help them find the right place for them, and then move on to those you can help.

Start Here

  • Who is my customer? 
  • What are my goals for my customer experience?
  • What questions can I ask to make sure I am delivering on that experience?
  • How will I use their answers?

Now that you have learned some quick tips and tricks. If you get stuck, I am happy to answer questions. Email me: doogie@ideasactionssuccess.com