Sometimes I feel like "Just Another Data Point"... Do you?
Jan Almasy
To God Be All Glory | Veteran | Growth Leader | RN | Founder | Investor | Tinkerer | ADHD | Dog Lover | Speaker | Facilitator | Podcaster | Advocate
Lately, I've had one question plague my mind over and over again.
How can we get back to treating people like people, not like part of a funnel.
Although I, at first, believed that this would be a simple answer... I've found that it's a delicate balance between profitability and relationships, ESPECIALLY with owning my own business. At the end of the day, you need to find and convert leads in order to grow your business, but if you're not careful you can get caught in the percentages and lose sight of the humans on the other side of the screen.
So I figured I'd lay out two of the things that I choose to do in order to maintain that balance.
1: Send them elsewhere.
One of the things that I choose to do on a regular basis with clients is taking the time to refer them to other agencies when I know that my competition can provide higher value for that customer's specific needs.
Although this may seem like a proverbial shot in my own foot, I've watched it build TRUST with clients over and over. In a world where it seems as though everyone is sending out mass emails and taking every job that comes their way, sometimes clients can feel like they're being drawn and quartered between their inboxes, voicemails, and text messages.
Be willing to let some revenue go, in order to help grow your client's business. It'll forever leave an impression and keeps you humble.
2: The customer IS NOT always right
One thing I really pride our small team of "scrappy innovators" on, is our ability to tell our clients no. We like to say:
"We treat our clients like family, and family doesn't condone bad behavior"
I know that this can sometimes be scary, especially if you're dealing with a client that always seems to have an answer as to why their method is correct or the "I've already looked into that approach and it's not going to work" attitude.
My advice?
- Approach them in a way that will make sense to them. A lot of the time it's just a miscommunication, too much industry lingo, or unclear goal setting that really gets in the way of making progress.
- Explain to them that you're making an attempt to see their vision WITH them... not FOR them... reinstate that your heart is in the right place when attempting to help them GROW.
- Sometimes, our own ideas for someone's business get in the way of forming a relationship. Not every business wants to be grown to a million in revenue. Sometimes as "growth experts" we get caught in a cycle of believing that every business owner wants the same vision that we do. If you're reading this and that sounds like you, please refer to item number 2 in this list :)
My final question is to my friends that are consultants, sales managers, or independent owners.
How do you go about building trust with your clients in a world where they may feel like "Just another data point?"
Leadership Coach + Keynote Speaker + Facilitator: Activating change-makers and their organizations to lead with purpose and create lasting transformation.
3 年This is so important- I really do believe that when we find the right match with those we want to serve and those who we need to serve us the world is a clearer, cleaner place. The word that comes to mind for me is integrity- and- In my experience whenever I have built trust with those who I connect with other coaches- I usually see a referral from them with a client who is an amazing match!
Project Manager | Web & Application Development Specialized
3 年Being able to show your clients that you want to ensure they are getting the best service is not shooting yourself in the foot but showing them you care. Any good business would be grateful for that practice. I always like to practice full transparency. If I don’t agree with a call a client is making I’ll ensure they know our agency’s stance. If they still choose to move forward of course we want to be there to assist. But sometimes this allows them to relook at what the want to achieve and adjust. It’s been nothing but beneficial so far.
Sr. SEO Consultant, Loop King?, Why Stuff Sucks? Keynote Speaker, Author, Investor, Entrepreneur, Affiliate Marketer
3 年You are not shooting yourself in the foot; you are demonstrating trust through action (not just talk). I also give a lot of value upfront using a consultative approach, and sometimes prospects can take advantage of me if they choose. But they will reveal their true character/motives and then I know they're not a "good fit" client for me. Plus, they will only get the appetizer, not the full course or dessert of my best. I'm always looking for clients that see the bigger picture and want a longer term relationship (Win-win). It hurts me in the short term in some situations, but ALWAYS is much better in the end (for them and me). #ServantLeadership #PlayTheLongGame #ItsTheRightThingToDo
Your Agency’s Growth Architect: HubSpot, Sales, and Marketing Thought Leadership ?? ??
3 年I love this and could not agree more. If they’re not a good fit, it’s going to be a lose lose for you AND your client. In the same vein, I always push business owners to sign on with a full-service marketing firm instead of one-off freelancers. The reason behind this isn’t because I selfishly want all of their business but rather because when one tactic doesn’t work, a good full-service firm will pivot and deploy something else. When you’ve hired one freelancer for one tactic, they’re going to continue that tactic regardless of ROI because, well, tunnel vision is very real and that tactic is their only money maker.