Are your clients leaving in droves?
Are you unable to keep + upsell clients?
Here's the cure.
I'm going to breakdown the mechanisms my team and I use to increase client success & LTV.
Future-Pacing
The most common reason clients leave, is they don't see a future with you.
They only believe you can solve one problem.
One way around this, is future-pacing.
Here's what I mean:
When people start working with me, I tell them that our entire focus is on problem #1.
But I make it clear that they will also encounter problem #2, & #3. And that when we get to that point, we'll work together to solve those problems as well.
This accomplishes two things...
1. It lets them know that I'm aware of future problems they'll face
2. It positions me & my team as the people who can help them solve that problem
When they encounter the next problem, they will see us as the solution. This also makes upsell or resell calls easier.
Clarity & Certainty
When someone buys from you, the immediate emotion they feel is buyers remorse.
It doesn't matter how good your offer is, you will struggle with this - as my team and I did.
Now, we have clients coming in with zero, or limited buyers remorse.
We prevented it by providing clients with clarity & directional certainty.
Clarity - "I am clear on the expectations of myself, the offer I'm paying for, and the next steps."
Certainty - "I am certain that this offer can help me achieve my desired goal."
Tracking
The most valuable thing I've done as a business owner, was installing an epic tracking system.
We have an internal dashboard that - at any given time - contains:
1. Client activity
2. Client rev #'s/ projections
3. Client status - lost, needs help, etc
4. Client NPS
We use this to do a few things.
1. Get ahead of clients who are stuck before it becomes an issue
2. Help clients close the bridge between projections and actuals
3. Make quick adjustments based on feedback
4. Increase client engagement before it leads to churn
Every Monday my team and I meet to discuss each individual client, and create a plan of action based our internal dashboard.
It's been an exceptional system so far. It's also robust + flexible.
Last up is touch points.
This goes back to the previous point.
But whatever you think is an appropriate amount of touch-points, double it. Over-communicate, drag clients to calls, do whatever is in your power to help clients succeed.
Over time you'll learn how this applies to your specific offer.
With coaching offers, for example, clients tend to drop off after 3-4 weeks. Implementing a week 4 check-in call avoids that.
Giving clients a clear 30-day roadmap, or checklists also helps to prevent drop offs.
Every offer is different.
You'll find what works for yours, but following the simple principle of over-communicating will help you a lot.
TLDR:
1. Future pace problems
2. Add clarity & certainty
3. Track client progress
4. Add touch-points, and value