Client Feedback – The Killer Hack to Get More Clients

Caleb Guilliams stresses the importance of client feedback

The killer hack to get more clients and referrals is to ask your clients to describe what it’s like working with you.

Especially when you hold a live event like Caleb Guilliams in Denver this February.

At the end of each day, we went around the room, giving clients an opportunity to share their “aha moment”.

Invariably, this was powerful public praise for Caleb and his team.

Try getting this sort of energy in a post-event survey or mass email asking for feedback.

Caleb had the cameras rolling.

The energy was high, and you could feel the “family” vibe of people who initially met as strangers but left the workshop feeling like they’d been friends for years.

Imagine if you systematically collected footage like this to supercharge your professional service firm.

It will work for you if it works in a “boring” industry like financial services.

And it helps to have a strong framework to teach from, killer public speaking skills, and a killer team to run the events.

The training and stories can be repurposed into webinars, articles, social media posts, and ads.

Are you building your marketing materials this way?

JustWorks has a Justspamming Problem from Super Aggressive Salespeople

JustWorks has a Justspamming Problem from Super Aggressive Salespeople

It true that all business want growth, but those that are doing business for the sake of business do not have a long run.

Trying to reach Justworks after 7 times in a row of ignored messages over the last 5 weeks.

You guys cold called me TWICE at 3 am, even after I told you to stop.

Sucks to be woken up on vacation– and then be told “well, since you’re already up, I’d love to ask you a few questions about your payroll needs.”

Your guy promised to resolve this, but you can see what happened and where we are now.

Maybe Isaac Oates, the founder, will look at this screenshot below of what happened and do something.

The next step is to turn this into a blog post, so it can rank on JustWorks and Isaac Oates.

You can see we’ve made valiant attempts to reach them many times in the last 3 weeks.

JustWorks Aggressive Attitude

They want growth in business at all costs.

I totally get it.

But if you do too much of this (read the reviews on the company and see how many clients got destroyed, then left hanging) by untrained people, it will eventually catch up to you.

Even if you raise $143 million (yes, I agree that’s impressive), you can’t outrun these sorts of problems, like what happened to me.

I promise Justworks that we’re seeing this through until they finally acknowledge what they did to me and fix it.

It’s not personal. It’s aggressive young dudes making as many calls as they can; business, boiler room style.

Yeah, no one likes outbound.

If you assume responsibility for everything, turning your phone to silent while sleeping could have fixed this.

But does this give the salesperson the right to call me multiple times even after I said not to?

If I had to imagine why their system failed it would probably be something in the request to schedule a time. 

The call disposition doesn’t record as removed from the list so the automation keeps pushing for a call. Maybe this person isn’t empowered to deviate from the pre-determined paths. 

I’m leaning toward this being an unfortunate edge case that maybe affects a smaller percentage of their prospects.

Even with the best automation, you still need competent humans to use the tools.

Otherwise, you get Robo dialers who mindlessly read scripted responses.

companies should have a process that works independently of whether one person screws up big time.

An owner can never condone that type of intrusive outreach. Every company has a persona and it is relatively obvious what Justwork’s persona is. 

The stereotype is true.

Justworks wouldn’t work for me!

Double your price and watch client satisfaction soar!

Double your price and watch client satisfaction soar!

The lower your price, the lower quality of clients you attract.

Since the less you charge, the more they expect.

If a world-class surgeon you were seeing offered you a coupon code for 50% off if you bought surgery by Friday, what would you think?

Albertsons might have your favorite cookies on sale, but if you’re an expert selling service– don’t use consumer tactics.

If you’re an expert, double your price to get quality clients

Resist the urge to discount your prices.

If you want to create urgency, instead of discounting, bundle your stuff with industry colleagues and promote events.

I see a lot of smart, good humans who are held back from raising prices because of a “mindset” limitation.

But never discount your price unless you are willing to suffer agony.

Double your prices and watch your client satisfaction soar!

Discounting is fear-based selling.

There is a smart way to a position as a “special” instead of a “discount”.

For example;

Your dentist has offered you lower rates because you do not have insurance, he did not offer you a coupon, so there is something presented in a way that does not feel like desperate or fear-based selling.

Similarly, if you have offered charities a non-profit rate, you didn’t use the word discount but made it clear that it is a special rate for their situation.

There’s a saying when booking bands and live entertainment. The longer they want us to play, the less they want to pay.

It could be that you make way more for 90 minutes at a theater than a 4-hour lounge gig. 

It is totally fine for a launch with tiered pricing going up, like the super early bird, early bird, and then regular pricing, since it is an event.

There can be some percentage of the audience saying; they cannot afford your services sometimes. It has nothing to do with money; it is a white lie to avoid a potentially uncomfortable situation.

Instead of reducing prices to increase demand, provide them with unexpected added values to promote repeat customers and their recommendations.

What are you doing to scale up the value you generate?

What are you doing to scale up the value you generate?

An employee just asked me for a 50% raise.

I approved her request, but with one caveat…

That she focus on creating at least 50% more value for clients, instead of only on how she can be paid more.

Because what we earn as an employee or business owner is based more on the value we can provide than how well we negotiate.

In the short-run, you can haggle, change jobs, or raise prices.

But in the long run, when you create massive value– usually via scaled up people, process, and platform– you get massively rewarded economically.

Focus more on solving problems in the outward marketplace than inward justification of what you think you’re worth.

What are you doing to scale up the value you generate?

Are you a local business or do you serve local clients?

Welton has a killer tip for driving more leads.

Most business owners don't even know that there is a Q&A section on Google. 95% of the businesses that I audited, no one from the business responded to those questions that were left for their business. Similar to monitoring your online reviews, this Q&A section needs to be monitored on a daily basis. The hack here is to turn this into a FAQ section so you can make your phone ring even more!

Posted by Welton Hong on Friday, October 25, 2019

When Nike hired us, I always wore Nikes.

They’d kick you off campus if you wore Adidas going into a meeting.

When Carl’s Jr. was a client, I ate their western bacon cheeseburgers all the time.

In Vegas, I try to stay at MGM owned properties, to honor the client.

Not just because they are a client, but because I have been a fan and am still a fan.

I’m wearing Nikes right now, even though we completed our analytics and ads project a couple years ago.

When you use your clients’ products, you become a better marketer, because you see things through the eyes of the customer.

The most powerful marketing is when you generate true advocacy.

Imagine if the CMO of General Motors drove a Honda to work every day.

Honor your clients and honor your passions!

Then you have the integrity and congruency that attracts more passion brands your way!