Episode 20

How this company used one stellar interaction to win my loyalty for life

Sep 22, 2020 | Podcast Episodes


How this company created a loyal lifelong clients through one interaction that could have turned out very differently

About This EpisOde

Ok So banks are just like a part of life and especially business having a business bank account is like Beyond essential and although this was not for my business bank account it was actually a joint account with my husband it’s the same bank that I have my business bank account. The important thing to note here is that I have been going to this Bank actually had an account at this Credit Union for years but however this one specific instance just like changed the game and made me that much more of like a loyal Lifeline client. Like I don’t see any reason why I would ever go anywhere else after having this incredible interaction.


AND, let me tell you how relieved I was after I went in to open this joint account in the middle of a pandemic.

So here’s what happened…

→ We live in Southern California and a lot there was like a stay-at-home order and just a lot of things going on but we reached this point where I mean that we’re like What three years into marriage now three and a half years and we still don’t have a joint checking account right and so we were getting checks in both of our names and I wasn’t able to do a mobile deposit on those checks it wasn’t accepted into just my account or just my husband’s account we really needs to joint account for check that both of our names on it instead of having to go into the bank
→ We tried to open the account online and for some reason that wasn’t working
→ We tried calling we tried doing the online account on a different time like days later
→ At one point I was just like okay I’m going to contact this person it’s somebody who I knew from high school and I found out that she worked at the bank when I went in there to open my own business account at this bank and she had given me her card and I actually had this in my brain like 6 months ago when I went there to open that business account of like getting a joint checking account opened and just things kept coming up money mindset issues hello somebody better to that part of it but I am going to talk about just what they did and what she specifically did so well and the way that they’ve been that the company overall is set up to allow her to do this


Here’s where it gets good

okay so we had been trying to do this online and it just wasn’t working out we tried several times and so we just went in and we had made an appointment and my husband is like notoriously late for everything which drives me bananas because I am I always like to get there like on time right and to him a little late is like 15 minutes and to me a little late is like 2 minutes so we are running late and she actually called as we were leaving the house to make sure we were going to get there we walk in the door there was like social distancing and it was really easy like I was surprised at how easy it was to just be done with that’s right it took maybe 20 minutes to get the from the start to the Finish she just needed she already had my information and so all she really needed was just a few like piece of information that my husband could easily give to her and then we were done right I like that was like shocked that that was it we got our debit cards right then we had some checks printed out for us we had the account as the what’s the name is like dependent but it’s like he has to be like our daughter gets the money like and we’re done right and we have we were able to go home and just immediately get online access to our account no problem and it was just like wow that was a lot easier than I was expecting.


In some ways this was such a more personal and just relax the experience which is an interesting word to use here then it would have been sitting at home and doing this on my computer right with just like technology to keep me company.


Interacting with somebody having them just asked me a few questions and be able to just know that all of the details are taken care of and that like we’re good to go we have our debit cards in hand and were able to to use everything right away like that was such a better experience than when we were struggling to even figure things out on my like literally would not let us proceed and click the next button even though we had and put everything all of the information that they need it so yeah I’m glad I’m like I’m grateful that we were able to do this in person.


Little side note they actually did ask me they sent me a survey like a few days later about that about going in my experience at the branch and I gave her like an incredible review I hope that somebody read that might give her a bonus or a promotion is she really deserves that for what she took from such a bad experience with that company into something just like that made me it created this loyalty just run some of that which was going downhill so fast into something just incredible that reinforce my loyalty to this company.


Even though, I had that amazing experience, I still know they can do such better work than this.

Here are their takeaways:

All you have to do is this…

→ Have the online system work or don’t offer it


Here’s what they got right from the Client Delight™ Framework.

→ delivering what I expected and what was promised
→ excitement
→ guidelines
→ immediate next step of 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

Your Takeaways:

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

→ the elephant in the room: it shouldn’t have taken a negative experience to have a good one!

If you have something causing problems, get rid of it, or fix it, it isn’t a solution to keep it there and have another person come along and create an incredible experience.



 Are you ready to up your retention + referral game?

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


Ok, So we know a lot has been going on in the world around racism institutional racism systemic racism right and especially for me as a parent it was there was a lot of introspection about my mindset and how that was created as I grew up and now I accepted it now I didn’t question it and how I want something different for my daughter who is essentially growing up as how I grew up as a white person in America right and she does have a father who is an immigrant however that’s not really how she’s growing up and it’s very much how I grew up and so I wanted to do something differently for her but I didn’t feel like I had all the knowledge or all the resources and I just had so many questions because it wasn’t it was something completely new to me that I thought I understood to some extent I understood knowledge wise but I didn’t understand the practicality of it right how to implement it and so that is where this company the conscious kid comes into play.

AND, let me tell you how delighted and supported and understood I was after I joined their membership but also how confused and lost I was for a little bit

So here’s what happened…

I found them on Instagram and really liked what they had to offer and it was actually something I had been searching for because I had so many questions.


So I joined their membership on Patreon, and immediately they were publishing I want to say almost daily.


 They were providing research articles and expanding upon them, there were up-to-date posts about how to talk to kids about what was going on, and how to start those conversations if you hadn’t before.


 They also launched a book list for kids defining the appropriate ages, which I loved because I had been creating a wish list but wanted to get more feedback about which books are the best for what I am trying to accomplish.


The welcome email
-could have been much more personalized to the cause and what they stand for
-didn’t really understand how it works or what to do next, or how to make the best use of the resources they provide or what to expect


For example, with my level of membership, I get to submit a question to the leaders to have answered publicly


The Contract Shop & Christina, I know you can do such better work than this.

Here are your takeaways The Contract Shop:

All you have to do is this…

→ Show me that there is more than one option, in a simple & understandable way and help me to easily determine which is right for me


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

→ What I expected

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:

→ Get really clear on what your clients are expecting. I have zero doubt that I am the only one who has done this exact thing with TCS terms and conditions, if they had been paying attention to this divergence between what I was expecting and what I received, they would have already put something in place to easily educated and lead their buyers down the right path.
→ Any feedback, especially things you keep hearing over and over, you NEED to do something about it proactively. It can save your clients, your team, and you hours of headaches and support tickets.



 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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