“It is all about meeting and exceeding expectations – and moving your customers way beyond satisfied.”
Duct Tape Marketing by John Jantsch, page 245
Chapter 13 : Turn Prospects Into Clients and Clients Into Partners
Let’s slow down and take first things first. You need to know what your clients expect before you can (1) deliver the intended service and (2) exceed their expectations. You do this by asking questions and by meticulously probing deeper into their answers.
Only after you understand what they consider to be a desired outcome can you turn it up a notch or two and “WOW” them with that little extra.
The sad truth is that most people have become used to mediocre service at best. They really don’t expect much. This is where the giant door of opportunity swings open for you to spring into action and reintroduce them to how things ought to be.
I have always said that anyone could sell anything to anybody… once. The second purchase from that individual is important. But it is the third purchase that is instrumental in turning a shopper into client.
Getting to that third buy can materialize if you exceed expectations and deliver your service with a little panache. Not only will your client take notice, with any luck, you will enjoy a referral or two in short order.
Mike presents a business-building webinar on the third Thursday of every month sponsored by AmaWaterways. To receive monthly invitations send Mike an email with the words “business training” in the Subject Box. You will also receive a link to the recorded version.
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