So someone asked me recently if there’s anything at all that I would not do to satisfy my clients, given that my clients vouch for a lot of things that we do for them… and we have excellent relationships with all of our clients. So they wanted to know if there’s anything we would NOT do for client satisfaction?
I said that this is a very easy question to answer. But that the answer would totally and utterly surprise, and maybe even confuse them.
Because I rarely… VERY rarely… do anything at all out of the ordinary to satisfy a demanding client or customer. I simply issue a refund, blacklist them so they can never buy again, and move on.
The top 1% of your clients bring in more than half your revenue. But I don’t go out of the way for them by giving them extras on a product everyone buys. I create a separate product or offer for them. Even if that means that there’s only one or two clients availing themselves of that offer. Much like our (now defunct) consulting program and our white-glove implementation programs. The consulting program had quite a few members at one point of time… and everyone received the exact same level of service as everyone else.
The done-for-you white-glove implementation program has a very small number of clients. And they all get a very different experience than they did when they were consultation clients. But the experience is consistent across the board for the product. And that’s what matters.