Issue 092: When We Make it Hard, We Lose!
Over the past week, one question has replayed a few times in my head. Are you making it easy for clients to do business with you?
Last week, I registered for an online event. I clicked on the link supplied and landed on a profile page. A message gave another link, which ended up being a dead-end, too. I tried the third link because the presenter was a highly-recommended marketing guru. Thinking this shouldn’t be that hard, I finally logged into the correct event on the fourth try. Unfortunately, I missed the first fifteen minutes of an hour-long program. (Note, the program was worth the glitches.)
From the frustrated (and angry) social posts, there were many people in the same predicament. More than likely, some registrants didn’t make it, and the presenter probably lost a few customers.
We often hear we learn from our mistakes. We can learn from the mistakes others make, too, which prompted, “Are you making it easy for clients to do business with you?”
The only way to find out is to put yourself in your client’s shoes. 😊
Here are four simple suggestions to make it easier for your clients to do business with you.
Do what you ask your clients to do. Have team members do what you ask customers to do. Then, collaborate. Are there more efficient and effective ways?
Produce a customer checklist. When I worked for the national builder and the renowned museum, I generated a checklist for my clients to know the progression from beginning to end. This way, they didn’t have any surprises in between, especially with all the policies at the museum.
Consider customer complaints as an incentive to improve and up-level your service.
Make it easy for your team members. Create a step-by-step process for your staff. It’s a roadmap for them to follow so that they don’t miss any steps along the way.
Bounce-Up Momentum Builder
1When was the last time you walked through your customer touchpoints as if you were the client?
At what stage of the customer process have clients expressed disappointment in service?
What are five questions you could ask in a customer survey to get the answers you need?
Mj Happenings
The James Protin Podcast kicked off this week and I’m honored to be the first guest.
On March 11th, I’m one of four speakers for Accelerating Women In Industry International Women’s Day 2022: Holistic Resilience Boot Camp sponsored by Point Park University’s Rowland School of Business.
On Thursday, March 3rd at noon est., Jim Kunkle and I will host Branding Expert Kim Speed of Purple Moon Creative on the Bounce-Up Broadcast.
Until next time, Power-Up, Play-Up™, and Bounce-Up™!
Mj
P.S. 13 Simple Client Follow-Up Strategies: Eliminate the Boring “Checking In” Messages to Get More Sales is back from the editor! Woohoo. Now, the book cover is in the making. Stay tuned.
