Episode 5

How this brand got me to 2x my investment in under 30 days

Jul 1, 2020 | Podcast Episodes


How this company 2x my investment with them and created a loyal fan in less than 30 days and this was shortly after having had a negative experience with a similar product.



Kai Hernandez | The Client Delight™ Expert 

About This Episode

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Ok, I know a lot more of us are working from home, and as I was adjusting to a make-shift office in my bedroom (since we are staying with family as our new house is getting ready) I realized how much my body was uncomfortable working long hours hunched over my laptop. So I began looking for solutions.

And flashing back to my I/O psychology days (which is pretty much like “psychology for business” but encompasses a lot of fascinating aspects including employees sitting at desks which is relevant here) I was reminded of the advancements to make the desk more pleasing ergonomically. And how to adjust it to match the human body’s natural positioning. (back in my corporate days I actually took some of those huge like catalogs companies shipped to us hoping to get more of our business, and put them under my monitor to raise it to eye level)

Anyway, This is essentially what I wanted to re-create now, but with my laptop, which first meant getting a wireless keyboard so I could raise my laptop (aka the screen) without straining my wrists.

I went through one keyboard that was not a good fit. It required batteries (which I somehow missed originally – I really don’t like what happens to batteries after they are dead and don’t want to contribute to more batteries on the planet if I can help it) but it also was kind of weird to set up and to get to reconnect to my laptop each time I turned it on (I shut it completely off at the end of my work days)

BUT, let me tell you how I was subtly persuaded after I opened the box on my Macally wireless keyboard.

So here’s what happened…

  • Super easy instructions
  • Even though it was a one-time thing, the labeling was on they keys themselves (incase I want to pair it with other things as it has simultaneous 3 device set-ups), and doesn’t interfere or bother me on a day-to-day basis
  • They invite me to register with them on their website which lead to a Delightful welcome email

And that’s how they got me to
-purchase a laptop stand once I noticed my laptop overheating on the stack of books I placed
-make them my go-to for a USB-c adapter


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

→ delivered what I expected & what was promised
→ they made it super easy and obvious what to expect from them and how to seek help
→ highlighted the direction we were on together without actually saying it (I am all about making a more ergonomic work space so it was very easy for me to commit and say that this brand is my go-to)


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:

→ understand how your client interacts and reacts to that first touch point (whether its a welcome email or unboxing and beginning to use your product)

→ make it easy and super obvious on what to expect from *you* and your company and how they should contact you for support

→ highlight the direction you are on *together* and make it easy for them to recognize you as their go-to



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