Episode 3

How I went from investing to clicking unsubscribe in 2 days

Jul 1, 2020 | Podcast Episodes


Why the book Superfans didn’t really make me a superfan, even though Pat Flynn is an incredible entrepreneur and the book has been a great guide and resource.


Kai Hernandez | The Client Delight™ Expert 

About This EpisOde

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Ok, I am like 99% sure we all know who Pat Flynn is here, but incase you don’t he is an SD local (just like I am) and he runs a few businesses, one of which is Smart Passive Income and he is also the host of multiple podcasts, and he has this just incredible way of making it feel like he is just truly speaking to a friend, which is exactly what he does in his book Superfans. Which is incredible and I actually pre-ordered it before it was even released.

BUT, let me tell you how let down I was after I pre-ordered his book.

So here’s what happened…

Essentially Pat Flynn sent out a news letter about this new book he was releasing, and even though I don’t keep up with him on the usual, I knew this book would be an incredible resource to have because he is just a very good teacher, one of the best I have seen in online courses. And the bonus was that if you purchased the pre-order that you would get access to the free audio version because back in the day before it was released I had a very young baby and my only chance to learn was essentially binging audio books during our morning walk when I pushed her jogger around the neighborhood.

Anyway, back to the story. So I pre-ordered on Amazon, I sent my receipt and then nothing….

I got an email saying that he was planning more promotion from inside the exclusive facebook group, I would get access too once I pre-ordered (which I had) and then a link to register (which I had already done)…

So essentially this comes back down to the promise. I am not sitting here like pouting about it haha

But I want you to understand how a buyer who was promised something after investing in someone feels when they don’t receive what they were expecting or what they were promised.

Honestly, even after that book arrived… I didn’t read it for a while. I made all types of excuses, and I sure as heck wasn’t about to buy the audible version when deep down I remembered that “I was promised this for free”

After almost an ENTIRE YEAR I only decided to pick it up (aka use an audible credit since the book is in moving boxes) after a friend and guide mentioned it in passing.

It wasn’t until it had someone else’s reputation attached to it, that I could get past those emotions.

(sidenote – after that experience I actually removed myself from his emailing list, because every time I got an email, it just reminded me of that experience)

Pat Flynn I know you & your team can do such better work than this.

Here are your takeaways Team Flynn

All you have to do is this…
→ Giving what was expected
→ letting people know an easy way to reach out to you if they haven’t gotten what they expected (I didn’t know the guidelines or like what was expected of me caught in this situation so it just left like a bad taste)

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

-what I was promised
-what I expected
-didn’t know the guidelines or what was expected of me

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:

→ let clients know how you want to be reached, and remind them

→ if you’re trying something new (or even if its just your standard business) make sure that you really are giving people what they expected

Since you stayed to the end, I want to tell you this one last thing:

If I somehow was properly entered in, and I didn’t see the email because it was in the spam (which I really don’t think it was because I searched everywhere for it)

HERE’S THE THING TO REMEMBER: whether it’s real or perceived, it is VERY real to your client.

Whether I was actually not included, or I just didn’t see the email somehow, that changes nothing about the emotions I felt, or the associations I held about the brand and the owner for almost a year long.


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