🤩📈 Así Logré x3 Casos de Éxito, Referidos, Upsells y Recompras (Servicio Elite)

How to Increase Client Payments and Referrals

Introduction to the Speaker and Business Model

• Marcos Rasetti introduces himself, stating his business generates $250,000 monthly and helps over 140 coaches, infoproduct creators, and agencies scale their earnings.

Overview of Video Content

• The video will cover an "invisible marketing system" that prevents duplication in business growth.

• It will also discuss five secrets to enhance client satisfaction and results.

• The eight psychological phases clients experience during their journey will be explored.

• Eleven areas for optimizing services will be outlined to ensure promised results are delivered.

Free Course Promotion

• This video is part of a free course consisting of 12 modules aimed at helping viewers earn $10,000 monthly.

• Viewers are encouraged to watch previous videos in the playlist for additional insights.

Importance of Client Experience

• Emphasizes creating a service delivery process that ensures an exceptional client experience akin to Disney's standards while keeping processes simple.

Marketing vs. Client Retention

• Highlights the importance of delivering outstanding results to clients as essential for achieving six or seven figures in revenue.

• Discusses how most businesses spend 90% of their resources on acquiring new clients rather than retaining existing ones, which is more cost-effective.

Costly Mistakes in Business Growth Strategies

• Critiques common practices where businesses focus solely on marketing without considering customer satisfaction; this leads to higher acquisition costs.

Case Study: Amazon's Strategy Shift

• Shares how Amazon shifted its budget from marketing expenses towards improving customer service (e.g., free shipping), resulting in increased sales and differentiation from competitors.

Long-term Benefits of Investing in Customer Service

• Argues that investing more in service quality leads to referrals, repeat purchases, upsells, and renewals—key components for sustainable growth.

Common Pitfalls Businesses Face

• Identifies a prevalent issue where businesses neglect existing customers due to focusing on acquiring new ones; this diminishes client attention and results.

Consequences of Poor Client Management

• Explains how inadequate attention can lead to poor outcomes for clients, damaging reputation and reducing potential revenue through lack of referrals or renewals.

Understanding Client Referrals and Business Growth

The Importance of Client Success

• Successful client outcomes lead to increased referrals, which in turn attract more clients. This cycle enhances revenue as existing clients continue to purchase additional services.

• The traditional sales funnel is contrasted with a service-oriented funnel where satisfied clients generate referrals, creating exponential business growth.

Revenue Potential from Historical Clients

• Imagine if all past clients were paying monthly for your services; this could significantly increase revenue beyond typical funnel metrics.

• Investing in ads can yield substantial returns; for instance, spending $30,000 on ads could result in $60,000 in revenue, effectively doubling the investment.

Maximizing Revenue Through Referrals and Upselling

• Generating success stories can boost conversions and increase revenue further. For example, achieving $90,000 through effective campaigns multiplies the initial investment by three.

• Additional income streams such as upsells or renewals can further enhance profitability without incurring advertising costs.

The Role of Customer Satisfaction in Sales

• A successful sales process continues until the client achieves their desired results. If a client pays but does not receive value, it undermines trust and may be perceived as a scam.

• Focusing on delivering results ensures that both parties fulfill their obligations within the transaction.

Building Relationships for Long-Term Success

• Establishing genuine connections with clients leads to increased trust and loyalty. Clients often reach out to previous success stories before engaging with new services.

• An example highlights how one client generated $222,000 solely from referrals and upselling without significant advertising costs.

Genuine Interest as a Key Driver

• A heartfelt approach towards understanding client needs fosters better relationships and drives business growth.

• Viewing clients through an empathetic lens—understanding their challenges—can enhance service delivery and satisfaction.

Achieving Mutual Goals Through Service

• Helping others achieve their goals ultimately leads to personal success; assisting numerous clients creates a robust base of testimonials and case studies.

• Setting ambitious targets for client success will naturally drive your own financial growth as well.

Cultivating Professional Friendships

• Treating clients like friends while maintaining professionalism encourages open communication about personal progress and shared interests.

Understanding Client Relationships and Success Strategies

Importance of Client Connection

• Emphasizes the necessity of treating clients as if they were family, highlighting that people care more about personal connections than expertise.

• Stresses that perceived value must exceed price; it's not about how good you think your product is, but how well clients perceive its quality.

Key Strategies for Increasing Client Satisfaction

1. Targeting the Right Clients

• Suggests selling to clients who are easier to achieve results with, which can enhance overall client satisfaction and reduce marketing costs.

• Shares personal experience in focusing on specific niches (coaches, infoproductors, agencies), leading to better positioning and success stories.

2. Surpassing Expectations

• Defines satisfaction as the difference between expectations and reality; exceeding what clients expect leads to higher satisfaction levels.

• Advises lowering promises while maximizing deliverables to ensure clients receive more than anticipated.

3. Initial Engagement Post-Sale

• Highlights the importance of follow-up within the first 48 hours after a sale; consistent communication can significantly improve client perception of service.

• Notes that many businesses neglect post-sale engagement, which can lead to dissatisfaction among customers.

Focusing on Results

Enhancing Client Outcomes

• Discusses strategies for improving client results, which in turn boosts satisfaction and referrals.

• Recommends identifying successful clients and analyzing their actions to replicate success across other clientele.

Reducing Time to Value

Strategies for Achieving Client Success

Breaking Down Goals into Manageable Steps

• Emphasizes the importance of achieving results through small, manageable actions rather than overwhelming clients with large tasks. For instance, helping someone lose weight by encouraging them to avoid junk food in the first week.

• Suggests providing daily reports instead of weekly ones to maintain client engagement and motivation through frequent achievements, akin to gamification strategies used in games.

• Highlights that initial quick rewards in games create a dopamine response that keeps players engaged; this principle can be applied to client services for better retention.

Managing Client Expectations

• Discusses setting realistic expectations by under-promising and over-delivering. For example, if a service is expected to take 7-14 days, aim to complete it sooner.

• Advises adding a buffer (e.g., 50% more time than anticipated) when estimating project timelines to ensure client satisfaction and trust.

Phases of Client Engagement

Evaluation Phase

• Describes the evaluation phase where potential clients assess whether the offered solution addresses their problems. This stage is crucial for marketing efforts.

Admission Phase

• In this phase, clients acknowledge their issues and agree to the proposed solutions. They experience excitement mixed with apprehension about their decision.

Affirmation Phase

• Clients may feel uncertainty after committing; it's essential to provide clarity on next steps and foster community support during this transition.

Activation Phase

• Focuses on integrating clients into the service effectively by clarifying expectations regarding time, energy, and financial commitments while ensuring they understand how everything works.

Importance of Community and Support

• Stresses creating a welcoming environment within the community so new members feel valued rather than just another number. This helps reinforce their decision-making process.

Understanding Client Acclimatization and Success Phases

Client Behavior Change

• The acclimatization phase involves clients changing their behavior to align with business practices, indicating they are starting to use the product or service.

• Key aspects of this phase include ensuring clients engage in necessary actions such as volume, quality, and frequency of usage (e.g., five times a week).

Overcoming Barriers

• Continuous follow-ups and frequent communication are essential to help clients understand processes and overcome bottlenecks.

• Tracking small achievements is crucial; these can range from weight loss to improved personal relationships or initial sales.

Recognition of Achievements

• In the seventh phase, clients desire recognition for their successes. Public acknowledgment through awards or success stories fosters loyalty.

• It's important to clarify renewal options at the end of services, ensuring clients know about extensions or upsells.

Promoting Brand Advocacy

• The eighth phase sees clients becoming brand promoters. To encourage referrals, businesses must deliver results consistently.

• Offering incentives for referrals (like discounts or bonuses), simplifying the referral process, and clearly communicating desired referral types are key strategies.

Service Optimization Areas

• The discussion transitions into optimizing service areas. The first area highlighted is onboarding and offboarding processes.

Onboarding Process

• Onboarding begins immediately after payment; it includes clear communication on next steps and expectations to ensure a smooth transition from sales to service delivery.

Offboarding Process

Optimizing Client Relationships and Engagement

Ideal Client Relationship Management

• The ideal scenario is to avoid offboarding, ensuring that client relationships continue through renewals or repurchases.

• Emphasizes the importance of maintaining ongoing engagement with clients rather than allowing relationships to end.

Training and Content Optimization

• Focus on simplifying training content for clients, including processes, videos, and theoretical materials necessary for achieving results.

• For agency services, clarify essential actions clients must take (e.g., sales management) while minimizing unnecessary complexity.

• Implement feedback loops to gather insights from clients about what works and what doesn’t in the training material. This helps improve content continuously.

Community Building

• Creating a community among clients fosters interaction and connection, which can enhance their experience and retention rates.

• Encourage participation by planning weekly activities that motivate clients to share successes and effective strategies with each other.

Support and Coaching Strategies

• Define how you will support clients in implementing content correctly, addressing their challenges effectively through regular check-ins or coaching sessions.

• Establish clear communication channels (e.g., WhatsApp, Slack) for providing support along with visual instructions on using these tools effectively.

Tracking Progress

• Tracking involves monitoring client progress towards their goals to make necessary adjustments or celebrate achievements accordingly. There are two types: internal tracking by your team and external tracking completed by the client themselves.

• Assign responsibility within your team to ensure both types of tracking are consistently updated and actionable insights are derived from them.

Importance of Feedback

• Regularly collect feedback from clients as it is crucial for improvement; without it, identifying issues becomes challenging. Ensure the process is simple so that clients feel comfortable sharing their thoughts regularly.

• Use feedback forms to facilitate this process while taking action based on received input to demonstrate its relevance to your service improvements.

Conflict Resolution Techniques

• Addressing conflicts involves managing dissatisfied customers or refund requests effectively; having tools ready for recovery is essential in these situations.

Team Optimization

• Optimize team performance through recruitment, training, and quality control measures which are vital for scaling services without over-relying on personal time or energy resources.

Celebrating Successes

• Recognize client milestones through celebrations such as strategic gifts at various points (e.g., welcome gifts, birthday presents), enhancing overall satisfaction with your service offerings.( t = 2042 s )

Upselling Opportunities

How to Optimize Client Offers and Referrals

Developing Effective Offers

• Focus on creating offers that encourage current clients to purchase more or extend their existing offers. A good initial experience is crucial for this process.

• Referral optimization is essential for acquiring new clients through existing ones. Key strategies include providing benefits to both referrers and referred individuals.

Areas of Optimization

• There are 11 areas to optimize in client onboarding and offboarding, including content, community support, feedback collection, conflict resolution, team success celebrations, upselling renewals, and obtaining referrals.

Fulfilling Promises to Clients

• The module concludes with a focus on how to improve the client journey in fulfilling promises made during service delivery.

Factors for Promise Fulfillment

• To fulfill a promise effectively, it’s important first to assess whether the promise is achievable based on the client's starting point, time frame, and available resources.

Action Plan Clarity

• An actionable plan must clearly outline what needs to be done (what), when it should be done (when), and how it will be executed (how).

Execution and Support Mechanisms

• Successful execution involves completing tasks within set deadlines while maintaining quality standards. Regular follow-ups are necessary for accountability.

Content Delivery and Training

• Providing clear training materials helps clients understand their tasks better. Utilizing templates can simplify processes for them.

Coaching and Quality Control

• Continuous feedback from coaches ensures clients stay on track with their tasks. Quality control checks ensure that mentors provide timely support.

Importance of Clear Expectations

• Meeting client expectations hinges on clear communication about what they can expect throughout the service process. Regularly check in with clients regarding their expectations versus reality.

Keys to Client Success

• Three critical elements for achieving client success include facilitating epiphanies or realizations, ensuring tangible achievements, and providing a clear path forward.

Defining Ideal Clients

• It’s vital to define your ideal client profile internally before setting external expectations. This includes identifying characteristics such as commitment levels and positivity.

Experience Retention Insights

Understanding Customer Expectations and Quick Wins

The Importance of Managing Expectations

• The speaker shares a personal experience at a restaurant where they were informed about a one-hour wait for food, which arrived in 40 minutes. This set the expectation and led to satisfaction despite the wait.

• Emphasizes that managing customer expectations is crucial; if customers are aware of potential delays, they are less likely to feel dissatisfied.

• Discusses the need for communication tools to manage expectations effectively, highlighting that overcoming challenges often leads to achieving goals in various aspects of life.

• Suggests normalizing difficulties by sharing similar experiences from other clients, which can provide reassurance and reduce anxiety for customers.

• Stresses the importance of ensuring understanding and commitment from clients regarding their journey and the benefits of each step.

The Role of Quick Wins in Motivation

• Introduces the concept of "quick wins," noting that achieving small successes can enhance motivation and commitment to new endeavors.

• Explains how instant gratification influences human behavior, leading people to choose short-term pleasures (like eating chocolate) over long-term goals (like maintaining fitness).