I don’t know what you know (and what my recent plastic surgery taught me)

I recently had plastic surgery (no I don’t have a new face LOL) but I did have a lipoma removed from my upper back. ???? ??

I have never had any sort of plastic surgery before I had no idea what to expect. I guess I expected the Dr and his staff to tell me everything I needed to know before it all happened.

Now I am all about the questions in these circumstances. I want to know how it all works, how long it takes, side efforts, scarring, recovery time …. Insert question, question, question.

And I think it’s not unreasonable to ask them right? After all, it is all about setting the expectation for me, the valued client.??

But the reality was very different. (stay with me here, there is a very important message you need to apply to your marketing waiting for you)

Here is what happened ….

? Date of surgery was set and I thought I knew everything I needed to know - happy Tanya

? But 3 days before the surgery I had a call from his team to book my post-surgery appointment for the day after. (my calendar was pretty full so this was not only info I hadn't been told but inconvenient to have to move other meetings). I explained to the staff member that I didn’t know I needed an appointment the day after, and she was quite rude in responding that of course I would need a day after check-up and she didn’t understand why I wouldn’t know that.

??Then I get a call from the Dr the day prior talking about not being about to drive for 24 hours after because I would have a drain in my shoulder (again new info) which they assumed I knew - Yet again!

? Skip ahead to the post-op appointment and was told I couldn’t exercise for a couple of weeks and that I had to wear a dressing (changed weekly) for 12 weeks. 12 weeks!!! WTF

Again information I had not been told and they had assumed I know. But why would I know??

It reinforced one very important point – that people don’t know what you know!

This Dr and his team assumed I knew all these things. But why would I? Especially never having had plastic surgery before…. It was a big assumption to make and one that didn’t provide a great customer experience. ?? (not a happy Tanya)

So when you are talking to clients, remember they do not know what you know. You live and breathe your craft, you go through the motions like it is second nature. You understand?the process and the steps you need to take to get the end result. BUT your client doesn’t!

How does this apply to marketing?

Don’t make assumptions! Don’t expect them to know what you know. ??

When you think about your marketing messages consider sharing your processes, the steps, and the small details that are important and will help your client.

You might think this is boring or uninteresting to a client but the reality is, to them it is not. They are curious, they are trying to learn what you know to help them, and they want to get inside your head.

Help them do all that.

Your messaging and content need to not make assumptions and it needs to help them know what you know.

Failing to do so, is going to leave like me, an unhappy Tanya ?? and impact the client experience with you and your business, now and for future referrals.

If you'd like some help to map it all out and to understand what you should be sharing and what you messaging should say, an Exploration Session with me will help you do that. Find the deets here ??