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The Clients Aren’t The Issue - You Are
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When it comes to running a business - whether it be a coaching business or an agency, you need to value the importance of customer service.
In today's episode, I sit down with two of my partners Deb and Tonia to talk about what you can do better to keep your clients and upsell your clients internally.
This episode is packed with information to help you set up the right processes to keep customers happy, understand the importance of customer service, and know when it is time to let a client go.
Tune in!
Key parts of the conversation:
0:40 - Today's Topic: Your Clients Aren’t the Issue, You Are
1:25 - What we can do better to keep more clients
2:00 - Losing clients and firing clients - what does it mean?
3:00 - Ask your clients if they are getting what they expected
4:00 - The idea of the customer is always right
5:50 - When you get clients that are in the wrong
7:55 - With my first agency I was miserable because I didn’t choose the right project
8:45 - It is important to have processes in place for your clients
10:30 - Reasons why your client retention sucks
12:00 - Your onboarding is key to happy clients
13:55 - There is no such thing as overcommunicating
14:50 - You have to create a raving fan
16:30 - The process of onboarding for coaching and agencies
18:30 - Going above and beyond with your communication
19:30 - You have to think about customer service as a CEO
Great quotes from the podcast:
- “If you lose a client you also lose access to their network - it’s exponential” - Deb
- “At the end of a contract you should know if someone is renewing - if you don’t that’s a problem” - Alexa
- “Some customers will cost you a lot of money and that’s when you have to let them go” - Tonia
- “Sometimes we forget to look at ourselves and learn from a situation” - Alexa
- “You have to look in the mirror, sometimes it isn’t the client it’s you” - Alexa
- “The most important part of the onboarding process is making sure you are on the same page” - Alexa
- “There is no such thing as overcommunication when it comes to customer service” - Deb
Resources:
- For all of our episodes, you can visit: https://thynktankcoaching.com/podcast
- For comments or questions, email us at support@thynkconsultinggroup.com
- Alexa’s Instagram: https://www.instagram.com/dralexadagostino/
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