Episode 11

How I went from being all-in, to deciding not to purchase from this brand again

Jul 21, 2020 | Podcast Episodes


Why I don’t think I will ever purchase from this brand again, even though I love what they stand for.


Kai Hernandez | The Client Delight™ Expert 

About This Episode

Ok, if you haven’t heard of LivingProof, they are an incredible company set out on revolutionizing the hair care industry with silicone-free products & guaranteeing the proper recycling of their empties via terracycle (because when you throw something into the recycle bin, it doesn’t mean it will actually be recycled

side note- to reinforce this point, I actually lived in an apartment complex once where I would literally see the trash truck each week (because yes- I would take my young daughter out to see the magic happen haha) and it would take both bins (one marked trash and the other marked recycling) and dump them both in the trash truck…

So seriously, no guarantee…

BUT, let me tell you how discouraged I was after placing my order….

So here’s what happened…

Essentially I was looking for something to help make my hair fuller (I have super fine and flat hair) so I wanted starter set which was out of stock, but came as a free sample with purchase… So I decided to make a purchase of something else.

-when you place order and when I hit PayPal on mobile just kept “processing” and never went back to original screen even though switched to next part of order

-details for address are below the place order button… bottom has email list for 10% off so I then joined that, waited a few minutes and went back to the first part of placing the order to add code, then had to do the PayPal thing again and the same thing happened…

-confirmation email: so when is it going to ship??
–> logged into account to see when to expect it (button for which isn’t on this email either) and saw that it has already shipped…. checked to see if I missed the email, nope. Just no email saying it has shipped, when to expect it. Also no tracking info…

–> shipping email came the next day with a tracking link.

A few days later I wanted to see update on shipping
-have email on time restriction on my off days
-logged into website and my account and zero tracking info!

arrived (no delivery email)

Here’s where I get really frustrated…

My order was purely product, no real directions beyond the basics.

I am not someone who even understands things about my hair so I was really hoping for like : here’s how to get the best results…

would have loved to see a 123 with the samples on how to achieve the real results.

Because here’s the thing that may be counterintuitive.

If you’re going to give me samples, you need to almost guarantee my best chance of getting the results within the first use or two or it means *nothing*

Think about this: why am I going to investing in the full-size, if I see *xero results* from the same? Tell me?

Living Proof, I know you can do such better work than this.

Here are your takeaways Living Proof

All you have to do is this…
→ the shipping updates and the way to access shipping information needs to be more user-friendly (I am 1000% I am not the only one who had these problems)
→ You need to include more information on how to get the best results with your products (whether it’s more in depth 123 steps, or a youtube video, there needs to be more to guarantee results for people who aren’t hairdressers or experts”

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

→ what you promised (wasn’t able to easily achieve results due to lack of instructions)
→ excitement (was confused at pretty much every stage of the process in one way or another)
→ highlighting the direction I am going (everything I told you about the company in that first paragraph, I knew a little bit about, but was not reinforced anywhere after clicking purchase”)
→ immediate value (still not 100% on how to get the results that are supposed to be achievable with these products)

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:

→ one of the biggest pitfalls of this experience was that they failed to highlight the direction I am on, that alone could have granted them more lee-way with the lack of instructions on how to get the best results, because it would have given me more reason to try to make it work
→ look into your most popular program, and ensure that you’re really taking the time to highlight the direction they are going at multiple touch points throughout the process.

→ I was seriously ready to go all-in with this company, that’s why I went to invest in the sample size in the first place, but really all that happened, was that I was made to feel that the company didn’t really care about me or my success with their product throughout the entire process….

Ensure that you infuse care into your programs and packages, because the most common reason someone is going to stop working with you and not refer others to you, is because they don’t feel like you actually care.

So that’s why it’s so crucial to make your clients feel like they are truly relationships to you, and not transactions.


 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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