Episode 10

How I went from being over the moon about this brand, to feeling a bit duped to be honest

Jul 14, 2020 | Podcast Episodes


How I went from being over the moon about this brand, to feeling a bit duped to be honest.


Kai Hernandez | The Client Delight™ Expert 

About This Episode

Ok, so if you haven’t heard there is this incredible company called Manta Sleep all about helping you get a better nights sleep and really focusing on good sleep as being key to your overall health and wellness.

Sidenote- I actually struggled with insomnia for several years in high school and college, and as someone with a psychology degree I can tell you that yes, good sleep, like deep, consistent, sleep is seriously one of the foundations to health overall, physical, mental, emotion, I could go on haha

BUT, let me tell you how almost duped I felt after I received this product.

So here’s what happened…

Now I’m just gonna walk you through the whole process because it was a bit confusing from the start…

-let me know the shipping is free (when I see “shipping calculated at checkout”, I start thinking I will have to pay for shipping and debating if it’s worth it. Make it super clear there is free shipping for contiguous US)
-Don’t try to upsell me after I purchase when I just want to see confirmation that my order has been placed. I got TWO upsells… I’m not going to order more, if I haven’t even experienced this one yet [and SPOILER – THIS MAY BE BECAUSE I WAS NOT PROPERLY EDUCATED ON THE REALITIES OF WHAT I ORDERED]

→ super generic “we’re getting your order ready to be shipped. We will notify you when it has been sent.”
-would have loved to see something more personal about their mission or the direction I am on here
-didn’t highlight the direction I am on

-came in a bag with nothing I would recognize as the brand I purchased from
-no delivery notification/email

Now here we get to the part of feeling almost duped for lack of a better word
→ when I purchased this mask (it’s a heat mask) it was under the assumption of wearing it every night to sleep, right? Like that make sense, its a sleep mask, I want these results of a better nights sleep, so it would be nightly…
→ HOWEVER, when reading the care instructions, I am supposed to wash this after each use and let it air dry for (drumroll please) 24 hrs….

→ and I was like (huh?) so you’re telling me I have to either not fall asleep with this on, or only be able to use it every other night [and I had that flash back to the moment of all those bump offers that now make more sense]

→ and I have used this mask multiple times now, and although I go really like it, the face that I can’t (or i’m not supposed to) use the same one every night without being told that upfront really bothers me and has made me use it a lot less consistently since it is in fact designed to not be used consistently….

Manta Sleep I know you can do such better work than this.

Here are your takeaways Manta Sleep

All you have to do is this…

→ make it crystal clear how I can achieve a good night’s sleep consistently with your products…
→ if I can’t use something for sleep every single night, that needs to be super clear (that wasn’t anywhere on the sales page, and it should be)


Here’s what’s missing from the Client Delight™ Framework.

→ what I was expecting & promised
→ excitement
→ highlighting the direction I am going

Once they have all 8 pieces in place, they’ll be good to go.


This is what I do with my clients, if you want to check it out go to ClientDelightFramework.com

Your Takeaways:

Here’s what you can implement into your business right now:

→ ensure that your program or service is designed with the end use in mind & truly deliver on your promise
→ highlight the direction you are going together and set them up for success on getting there throughout your program
→ if you have received any feedback from clients, this is the perfect opportunity to dig in and see things from their point of view



 Are you ready to up your retention + referral game?

Download your free checklist to get started right away at clientdelightframework.com


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