How this multi-seven figure business gave me buyer’s remorse
Why this 90 Day Planner gave me buyer’s remorse even though its an incredible product
Kai Hernandez | The Client Delight™ Expert
About This EpisOde
Ok, I know we’ve all been ranting and raving about the 90 Day Planner by BossBabe. Its beautiful, it’s got daily pages, with goals, to-do lists, and a whole side of notes from that day (i’m a huge note taker and list maker!) and it is just super motivational and inspiring all over.
BUT, let me tell you how frustrated I was after I purchased this 90 day planner
So here’s what happened…
So I had had my eye on this product for a while but I kept going back and forth
But boss babe has these incredibly well-crafted follow up emails and I finally took the plunge and ordered,
Completed order (aka closed the deal), Went to inbox as instructed and then I Got majorly confused sent me scouring my online account and ready to email support & had a strange experience of like built up energy with nowhere to go (which is spoiler: exactly what buyer’s remorse feels like)
→ Email with no receipt (found later in promotions folder)
→ I am the type of person who likes to get it done ASAP (and they market to those types of people!)
→ Think of all the support tickets that are created by this lack of clarity in delivering what I expect
In that email with the receipt, I was offered a link to a 90 minute webinar (wasn’t highly applicable and a big ask)
Honestly, my immediate thought after that was “why didn’t they give me something of value?” like a curated list of blog posts or podcast episodes would have been great here because it would have been directly linked, and would have been bingable and connected me more to the brand. Like I have known that they have a podcast but haven’t actually listened to it yet, had there been a curated list of related episodes, I would have 1000% listened to them.
Now after the planner arrived, and I read the first few pages by jaw literally dropped and I almost screamed.
CEOs, they offer a free vault of resources to help you get started with the planner, and they didn’t give me access until I received the planner! I was literally like “WHAT!?” shocked.
This would have been by far the most incredible, value-inducing, jam-packed thing for them to give me immediate access to right after my purchase! Like words cannot adequately describe my emotions in that instance because I just knew right away that this one little tweak could majorly impact that sense of buyer’s remorse I had and just remove it altogether.
Boss Babe, I know you can do such better work than this.
Here are your takeaways Boss Babe:
All you have to do is this…
→ either combine the two emails after delivery or at least mention (you will get an email from X titled Y that has your receipt)
→ give me access to the bonuses ASAP because its like I already have the planner and just boosts my excitement and anticipation *even more*
Here’s what’s missing from the Client Delight™ Framework.
→ what I expected
→ me next step of immediate value
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
Here’s what you can implement into your business right now:
→ understand what your clients expectations are (like a receipt after they invest with you!) and make sure you are delivering on it (one quick way to do this are just to look over support tickets that are created or think back to what clients request from you)
→ look over the material you send our after clients invest with you and make sure you are giving a value-packed immediate next-step (this could be as small as booking their call with you) but don’t feel like you need to hold something back like BossBabe did, especially if your schedule is packed and that call way be a week or two out, if you have a recourse you can automate out to them, do it!
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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