[Platform Online Book Study] If I want the word about my coaching business to spread (and I do), I need more than clients; I need raving fans.
Average is Boring
While I have great tires on my car, a solid roof over my head and fresh bread in my pantry, I don’t brag about any of those things. Truthfully, they make me yawn. They are essential but not exceptional.
Exceptional Stands Out
Strangely enough, there are other seemingly mundane products, my Canon rebel, my NutriBullet and my iPhone 4s, that I talk about to everyone I meet. They are essential AND exceptional. In a world of average, each of these is a wow.
That didn’t happen naturally. These companies worked hard, paid attention to every detail, decided that good wasn’t good enough and you can tell. That’s why they stand out from the crowd.
That’s what I want to do; go beyond mediocre to deliver a wow.
You can do that too.
Three Steps to Wow
It’s a simple three-step process:
- Identify all the different touch points you have with prospects and clients
- Determine the market’s current expectations
- Go above and beyond
I came up with 21 possible interactions that potential clients and clients may have with me. You can see them here.
- Website: Ease of Use
- Website: Content
- Facebook Page
- Facebook Group
- Teaching Classes
- Free Giveaway
- Complimentary Call
- Coaching Calls
- Product Follow-up
- First Appointment Thank You Gift
- Blog Comments
- Returned Phone Calls
- Welcome Packet
- Additional Client Resources
In some of these areas, I’ve created a product or experience that is truly unique. A wow. I feel good about that.
Some of these touch points are just average. At some point, I want take those up a notch.
Unfortunately, with one particular item, returning emails, I barely hold my own. That’s where I want to focus my attention this week.
Start at the Bottom and Work Up
In all honesty, my initial goal is NOT to create any type of wow. If I could just work up to average, that would be a great start.
So, here’s my goal. I want to set up a system so that all emails receive a response within 24 hours.
Hmmm… make that 48 hours (I need to be realistic here.)
The people who contact me are important. I need to make sure that they know it.
Can You Help?
I would LOVE to hear your suggestions. I need all the help I can get.
How about you? How many potential touch points do you have with your clients? Which ones do you want to make into a wow?
I’d love to hear your thoughts.
I just wanted to report in – as of this moment – I have an empty email box. Yay! Now let’s pray that I can keep it up :).
I like the idea of a list of all the touch points. I’m working harder and have come up with a plan for blog posts/articles each month. It helps that I have identified a target and have a better idea of their significant problems. I want people to really want to come back to my blog over and over. I post an article every Monday. This week it generated 52 views of the current post and some older posts. 29 folks came from facebook and 5 came from search engines. I have four actual followers. This post also generated three comments. I replied briefly to each one thanking them for taking the time. I think if someone is willing to share it on facebook then that is a good sign. I want to have 25 shares every time. My next step is to develop my WOW free webinar. I have the average version done. Now I’m going to WOW it and roll it out. Thanks for listening.
HI Patti –
It’s so exciting to hear about the progress you are making. I especially appreciate you sharing the numbers and details as it will help us see the concrete results of your hard work and prayers.
Kudos on all the views and shares on your blog post – that’s definitely a good sign.
I can’t wait to hear how your wow your webinar.
Keep up the great work!
So, Kim… how’s that inbox?
I have the same battle with mine or should I say my 7 inboxes! 🙂 I’ve had my main email mostly under control for the past month… nothing short of a miracle! YAY! I found that it adds stress and distraction when it’s cluttered.
Curious what kind of system you’ve come up with? In my main Gmail inbox I filter out most everything and don’t even see it. I’ve also set it up so that I have multiple inboxes within the same e-mail. It’s there that I store things I need to do and such, but I don’t see it in my main inbox.
Ahhhh, the email. It’s going better but it has a long way to go. I’ve been trying out a new CRM for the Mac, Daylite. It was supposed to streamline everything but so far it’s not worked as advertised :(.
I’m going to keep working with their service people for a few more weeks and then look for another solution.
Let me know if you come up with anything good.