BONUS: How This Company transformed 1 client into 10+ leads eager to throw money at them
How this Company in a “boring” industry transformed 1 client into 10 clients eager to throw money at them
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.
OK, so we all know oil changes are just like a part of life, but what if I told you that oil changes are something you couldn’t wait to get done?
AND, let me tell you how excited & eager to come back I was after I got my first oil change done here.
So here’s what happened…
→ group of 12-14 girls living together, took one coming home from this experience to get us hooked
→ vacuum out your car
→ clean windshield
→ change oil
→ let you choose a carnation flower after checking out
→ leave a mint on the dashboard for you
SpOILed even though I love what you’re doing, I still know you can do such better work than this.
Here are your takeaways SpOILed:
All you have to do is this…
→ Make the process clear for first timers
→ put a sign out front (like literally just a yellow arrow) showing where to take your car
→ the waiting experience: signage or verbal invitation to indulge in coffee or a drink
→ give 10% off coupon to those who were referred on their first time, and then also give a 10% off coupon to the person who referred them, to use on their next visit
Here’s what’s missing from the Client Delight™ Framework.
→ delivering what I expected and what was promised
→ 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:
→ how can you infuse your clients with that same excitement & enthusiasm (note – it doesn’t have to be so directly related with what you offer/provide for clients)
→ how can you make clients feel indulged? (this associated positive emotions with you and your company & will make you memorable)
It’s also important to know and understand that if you’re already making an attempt to reach that excitement and it isn’t translating, know that excitement can’t be there until most of the points of the Client Delight™ framework are met. If someone is confused or didn’t get what they expected, they won’t feel that excitement regardless.
For example, had I not gotten the actual oil change from this experience, regardless of the vacuuming out of my car or all these other little touches, at the end I wouldn’t be excited because I didn’t get what I came for or what I expected.
Are you ready to up your retention + referral game?
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