Last Updated on November 21, 2019

So you have a client that has been your client for quite a long time. They like you. They trust you. They have seen good results while being a Sebo client. Now what? It’s important to remember the following Sebo process:

Find – Sell – Service – Wow

Just because a client likes and trusts you, it doesn’t mean they will stay with you forever. Here are some things to consider:

  • 68% of clients will eventually leave you if they feel you undervalue them
  • 89% of consumers began doing business with a competitor due to a poor customer experience
  • Over 60% of people will pay more for a better customer experience
  • 80% of companies think they deliver superior service. However, when surveyed, only 8% of clients think that their marketing company delivers superior service
  • In other words, you think you are knocking it out of the park. Odds are you are not.

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Here are some Key Takeaways

  • It’s easy to let your whirlwind get in the way. For example, a client calls you right when you are in the middle of a task. They talk, but you are distracted. Focus on them! And if for some reason you really can’t take the time right then, let them know that you can’t talk, but would love to talk to them in 30 minutes or later this afternoon.
  • Be Unexpected! If you deliver exactly what the client expects, they will feel good, but they won’t feel “wowed”. We want clients to have remarkable experiences. This comes back to the “underpromise and overdeliver” idea. There are lots of ways to do this. Here are some ideas:
    • Give them a time quote. Deliver faster.
    • Give them a price quote. Charge them less.
    • They ask for something. Give them that + a bit more.
    • Bring them something they aren’t expecting (treats, gift cards, etc).
    • Invite them to something they weren’t expecting and provide an awesome experience for them.
  • Focus on the Peaks! Research tells us that when we have an experience (like going to Disneyland or Hawaii), we’ll remember the peak times and the very end.

Most of the trip (waiting in line to get on a ride, being stuck in the airport, etc) isn’t what you will remember. You don’t think of this:

 

 

People Remember the High Points

You remember the high points of the trip. You tend to think of times like this:

  • Clients will remember the high points. Being unexpected helps create those experiences.
  • You will be mostly forgettable.
  • Make sure to be sometimes remarkable.
  • Stop fixing potholes and putting out fires. Start building peaks!
  • Make Milestones Magical! Set goals with clients. “We think this will happen by this time.” Since you underpromised and overdelivered, once you exceed what they expected, they are going to be very happy. This is the time to take it one step further! Shock them! Go way above what they thought. It can be as easy as something like
    • “We’re so pleased that we hit that goal faster than we thought. Things are going really well. I’m having so much fun working on your stuff I spent a few extra minutes and found this really cool plugin that does…”
    • Make sense? Let your creative juices flow!

Get more ideas on our post about 20 Ways to Wow a Client