BONUS: How this company lost my trust 5 minutes after the purchase
How this company took me from excited to frustrated in 5 minutes and lost my trust
Kai Hernandez | The Client Delight™ Expert
About This EpisOde
Welcome to the bonus episode of the month, as you know I am committed to highlighting women-owned businesses, bipoc-owned businesses and businesses that support a cause, but once in a while I find an experience that’s jam packed with value for you that doesn’t fit that mold, and that’s where these bonus episodes come in.
So we all know on a website how important it is to have an offer, whether it’s an email list, etc. and so often that is implemented with a bar across the top which is exactly what I was after, but wasn’t quite sure how to do it since I use a Divi theme.
Then I stumbled across this company called Divi Life that offers a Divi Bar, the perfect solution I thought. They talked about how it could be easily implemented in a matter of minutes – “perfect!” I said and then clicked invest with about 5-10 minutes left in my work day….
BUT, let me tell you how disappointed and frustrated I was after I purchased the Divi Bar.
So here’s what happened…
It was a huge ordeal because
-> my inbox had an email from them with some log in to a random seeming site with nothing about the Divi Bar
-> Went back to the confirmation page and looked around
-> after about 5 min I finally found a video after looking multiple places, giving instructions on what to do next….
Only to find that the video was recorded when the site looked very different and things are not *actually* where they are shown in the video.
Finally figured it out myself, got the plug in downloaded and then uploaded to my site, start to edit it only to find more problems!
I ended up having to contact support twice which all they did was say that “it’s working now” without telling me what was wrong or what they did to get it to work so I have zero confidence in editing or changing it on my own if I need it up and running at a moments notice.
I SHOULDN’T HAVE TO GET IN TOUCH WITH CUSTOMER SERVICE FOR YOU TO DELIVER ON YOUR PRIMARY BRAND PROMISE!
Divi Life, I know you can do such better work than this.
Here are your takeaways The Conscious Kid:
All you have to do is this…
→ Create and up to date video walking my through the process
→ ensure that the product works without the help of customer support
→ create a better welcome email leading me to a clear portal with steps and all the content + info I need to implement immediately, don’t make me search for stuff!
Here’s what’s missing from the Client Delight™ Framework.
→ Delivering what I expected
→ what I was promised
→ what to expect from them
→ the excitement
→ highlighting the direction I am going
→ my next step (with 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:
→ It’s clear to me that this company has not at all tested their client onboarding journey AT ALL. It’s seriously a nightmare.
→ Test out your client onboarding, or better yet get an expert with outside perspective to do it for you (it doesn’t have to be me, but have someone!) because sometimes we are too in the weeds of our own business to see from the perspective of our ideal, soulmate clients and we do NOT want to be giving them this type of experience.
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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58. Overcoming visibility challenges with Janet Kafadar
57. Breaking Myths around “be do have”
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