How To Grow Your Business By Creating Super Fans With Brittany Hodak

Welcome LinkedIn friends! Your weekly insight to grow your relationships and book of business.

I had the pleasure of interviewing Brittany Hodak , author of Creating Super Fans and Keynote Speaker.

Mo prompted Brittany by asking her why creating experiences that your clients love is important.

Brittany responded:

"Super is an acronym. It’s a five-step framework, and when you hear it at first, you might think it’s straightforward, but the reality is that it’s by design.

It is simple because if you want to create a system or a framework that your team will follow, you don’t need to come in with something that looks like a Boeing Dreamliner Owner’s Manual and say, “OK, everyone, this is it! This is how we are running our service culture!” You need something that is simple to understand. Simple to remember, simple to implement, and most importantly, simple to measure and continue to iterate on.

So I call it the SUPER Model because who doesn’t want to say they know a supermodel, right? That’s kind of a fun thing to say and do.

I say it because it’s also a helpful mnemonic. If you want to create super fans and make those customers who love you come back and tell their friends, being good isn’t good enough. Being good is how you create apathy.

Being good is how you become a filler. Being good is how people say, “I’m going to roll the dice and try somebody else next time.” So, if you want to create super fans, forget about good. You’ve got to be super.

S: Start with your story

U: Understand your customer’s story

P: Personalize

E: Exceed expectations

R: Repeat

Mo responded with a question about how Brittany advises others to fine-tune the start of their story.

Brittany responded:

“We all like to think that we are these rational people who all make these well-researched, logical decisions, but the truth is, we don’t. We react to stories and emotions. We’re all hardwired to do so because that’s how we’ve evolved over the Millennia.

Start with your story is not that you should be leading with your story. I don’t mean that you should be out there trying to get your story out to a bazillion people before you take the time to listen.

What I mean is that everything has to originate with your story. Why do you deserve super fans? What is it that you’re best in the world at? How do you make the lives of your customers better? Why should a prospect choose you instead of your competitors? If you don’t know the answers to these very simple questions, spoiler alert, nobody else will be able to figure it out either.

Suppose you don’t have one aligned, true version of why your company exists and why your people are the best at furthering that mission. In that case, you’re never going to get people to say that they love you, or you’re going to get them to say that they, but it will be more of a confusing mishmash thing if your customers are together in a room. They might find that they all have a very different perception of what your company is or what your people do.

So, starting with your story means getting very clear about your superpower. Why do you exist? What problem do you solve? How do people come together to improve the world by eliminating some sort of problem, friction, or frustration for your customers and prospects?”

Brittany highlights the importance of crafting client experiences that transform them into super fans. Think about how you can elevate your client communication to new heights by cultivating super fans.

Dive deeper into the conversation with Brittany Hodak here .

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Thanks for reading!

-Mo