Marianne DeNovellis here with the Six Figure Mastermind now it's time to talk about
how to psych up your customers, keep them happy to come back to you.
So you're in a really good place, you got customers so how do we keep them and how
do we keep them happy? There's a few things you want to remember and
definitely keep in mind and when you have happy customers, you've got a super
happy business. First thing you want to remember is your customer is
experiencing you but from before they meet you
so the first advertisement they see from you, the first post that they see from
you, the first mention that they have of you from someone else, the first referral
that they have that anytime they hear about you, that experience of you has
officially begun and you want to have a positive experience with them from
beginning to end and if you have happy customers, there's not really an end to
that experience so consider how you want to be seen, how you want to be felt, how
you want to be heard when you're having that, giving that
experience to that customer. So let's start at the very beginning. The first
time a customer hears about you is going to be usually either in paid
advertisement or what I call an organic touch. Organic touch means that you
didn't do anything to find that person, they were a referral from someone else. So
happy referrals come from happy customers so make sure that you're
fulfilling really well as your current customers and make sure that those
customers know that when they refer someone else that they get a little
bonus or a gift for doing that. Happy customers make happy referrals so the
first experience from you is either an organic touch or a paid referral. When
you had a paid referral or an ad, you're going to want to make sure that that ad is
a joyful experience for them, that it's entertaining, that it's fun to watch and
then of course it's relevant to your content. Make sure that experience is one
that uplifts. I'll never forget that after I was done with one of my sessions
with one of my clients, I went to a fast food place on my way home and I drove
through that fast food place and I ordered off the menu
and I was listening to the guy who was talking through the mic box at me and I
was hanging out of my car and I could tell that he had a smile on his face
when he was talking to me even though his coming from a little brown talk box, I
could hear the smile in his voice and when I got around to the corner, he
had this joyful brilliant bubbly personality and yeah, I thought, you know
what, I would love for you to make every sandwich I ever eat because you are
joyfully doing what you're doing. Now I don't know if this guy is going to be
a manager and just go on to run this fast-food thing his entire life, I think
he might be destined for more, I think he's destined for more because
that personality just deserves to be seen more and more and more and over and
over and over again but he loved what he was doing in the moment and guess what
that did in my mind, it locked in my experience of that person and and even
locked in that experience of the company for me, that that company had an employee
that was happy to be where he was at, told me a lot about the company, that the
company was treating their employees well, that they were well-paying them and
that their employees were doing a really good job with what they were doing so I
had a really joyful experience with an employee because I could hear the smile
in his voice, my experience from beginning to end of that transaction was
positive all the way through because of how I interfaced with that employee so
once you've done the advertisement, you feel like the advertisement is joyful,
it's exhuming the kind of lifestyle that you want your client to have, move on to
the transaction. Now that transaction may or may not take place, that client may or
may not choose to invest in what you have to offer. Either way, now listen to
this, either way you want the experience to be a positive one. This is where most
people really mess things up. They get really super conditional with whether
the client's going to sign up with them or not and they say, great, if you're going to
sign up with me, super awesome. I'm going to feel great and I'm going to celebrate that
but if you don't sign up with me, I'm going to be mad and tell you should
have signed up with me and and I think that I don't know what I'm going to do with
you and it just turns into this really super negative experience and that's
because the person is conditional. Now think about this, what kind of review or
reference is that client going to make if you don't keep the same energy no
matter what they choose? If they have had this really yucky perception of you like,
oh, they shifted and something weird happened when I said no it wasn't a fit
for me and they got all bitter and stuff, what kind of message does that send? I
mean, it's no secret that that message sends, oh, I have an agenda and you're
just a number to me and and it doesn't you know, do me any good if you don't
sign up with me and it's all garbage. I have a hard time
even replicating it because it is so not how I am used to working. What I call
that as being conditional. You want to get unconditional with no matter what
your clients choose, if they choose to purchase with you, if they don't choose
to print with you, guess what your reaction gets to be either way? It gets
to be this, awesome! Great, I'm glad you made the right
decision for you. If they sign up if they didn't, it's a beautiful experience
either way and guess what happens. Temember the Miracle on 34th Street, that
movie that we only watch it every Christmas time, made the years and
years and years ago, the Santa from that movie actually made references to the
parents to tell them to go shopping at other stores because maybe they could
get a better deal on a certain product elsewhere. Now one of the department
managers was really flustered about this and said, "You know, if you don't tell
people that they should only buy here, we're going to lose money."
Now that's scarcity talk, that's scarcity and that's a negative experience talking
but the head manager took a bigger perspective, the owner of the store took
a step back and said, "Now let's take a look at what is really going on here.
We've got a Santa with a line out the door, we've got people coming to our
store, leaving other stores to come to our store because our Santa is providing
a positive experience, they trust the Santa, they know that the Santa is going to
tell the parents where the best place to get it is whether it's at our store or
whether it's someone else's why I'm actually okay with this Santa making
outside of references and doing what's best for the client." And really, that's
what the client is picking up on, that's the bottom line. I want you as an
entrepreneur to remember this, if you can cement this in your mind, your success is
inevitable. Cement this in your mind. I mean, write it down in sharpie on the
wall next to you but just don't get me in trouble for telling you to do that so
here's what I want you to remember. I cannot know what's best for another
human being. You got it? I'll say it again, I cannot
know what's best for another human being. They get to choose that, they get to know
that information and I get to be happy with no matter what they choose. When it
comes to my business, I don't care if the client says yes, I don't care if the
client says no, all I care about is I show up and did I serve and did I do
the best by them. Think about that, think about if you were a client on that end,
if you had a salesperson come up to you and say, "Here's what I have to offer, I
totally stand behind my product, I'm excited about it but I can't know what's
best for you, you get to make that decision." As a client, I trust that. I say,
oh, you're not trying to push anything on me, you're just telling me what you have,
you're saying it may or may not be best for me, I get to pick what that
means, maybe I'll come to you with more questions on recommendations. You'd
be surprised at what happens when you can show up in that kind of energy with
your clients so be positive, let them choose, let them be aware of what they
need and let them go get it wherever it is. Another way to keep your customers
happy is to ask lots of questions. Now don't drill him, don't go into
interrogation mode with the creepy light and all that but ask questions relevant
to the talents that you can provide. You know, think about it this way, if you're a
photographer for example, your client is coming to you and wanting to get
beautiful images with their family, don't bow from beyond as a photographer
because that's a photographer, you may be thinking of things that your client
hasn't even considered, think about asking your client, where is this image
going to hang? Does it need to be a portrait?Does it need to be a landscape?
What is the color of the decor where this image is going to hang? Because you
want to be dressed to match the decor where the picture is going to go. You
want your pictures off your hard drive so I'm going to give you a print credit
for your pictures so these pictures can actually be seen by the public and not
just stashed on a hard drive somewhere. What do you want to feel when you see
these pictures? Do you see how all of these questions are might be new to the
client but they're totally relevant to how you show up as a photographer? Put
that in any field whatsoever, put that in the field of of jewelry-making, put it in
the field of of fine art, put it in the field of how to build a camera or
how to build a home or whatever your field is as an entrepreneur, however
you're trying to make money, if you can think of the questions that your
customer hasn't even thought of yet and allow them to answer you, not only is
it going to create amazing experience your customer but they're going to be so
thrilled that you thought of that, that they're going to take an extra step to
make sure your experience is positive as well.
Having an extra positive experience from your client and extra positive
experience towards your client, that creates happy customers which creates
happy referrals which creates even more happy customers. I want to know
what psyches you out about your business, what brings most joy into your world.
I will see you tomorrow.
you
No comments:
Post a Comment