Episodit
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Reinventing your business doesnât have to mean âburn it all downâ and start all over. You can absolutely go through a season of reinvention while flying the plane in the air.
Maybe youâve been burning both ends of the candle for years and youâre finally tired enough to that youâll make shifts and changes in how youâre operating inside of the business.
The truth is, in order to remain relevant and go with the flow of âchanging timesâ weâll all be required to go through periods of reinvention from time to time.
These five must haves will help you navigate your own reinvention process.
(This is a replay episode)
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In this episode, I chat with Adam Urbanski, a seasoned expert in coaching and online education. We delve into his flagship program, Rev Up Your Revenue Intensive (RRI), focusing on client selection and engagement. Adam highlights the program's structure, emphasizing implementation over mere education and introducing a gamified approach to motivate clients.
We discuss the importance of upfront agreements and compassionate renegotiation to foster trust and accountability. Community emerges as a key theme, with many clients returning for the connections made within RRI.
This conversation offers valuable insights into achieving client success and building a supportive environment, making it essential for anyone in the coaching or online education space.
HIGHLIGHTS:
26:33 The Importance of Accountability
55:47 Client Success and Community
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Patrick Francey, a 30-plus-year entrepreneur and co-founder of the Real Estate Investment Network (REIN), shares his extensive experience in real estate coaching and education. With a strong emphasis on empowering individuals to create their financial futures through informed property investments, Patrickâs approach has engaged over 200,000 students throughout his career.
His educational philosophy is grounded in an unbiased perspective on real estate, steering clear of promoting specific real estate projects and focusing instead on the fundamental economic principles that drive property values.
Patrick provides a detailed overview of how REIN operates, articulating its mission to educate and coach individuals on various investment strategies, including buy-and-hold, fix-and-flip, and rent-to-own methodologies.
Unique to REIN is its commitment to not selling real estate; this neutrality allows students to explore options without the influence of vested interests. This unbiased approach fosters a deeper understanding of how to evaluate markets and the economic indicators that signal the best investment opportunities.
Patrick emphasizes the importance of encouraging students to look beyond their immediate geographical markets, urging them to analyze economic fundamentals and make informed decisions about where to invest.
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Jasmine Womack returns to the show to discuss her expertise in client success, emphasizing the importance of supporting clients in achieving their goals, resulting in increased retention, renewals, and referrals. With a solid educational background in teaching and curriculum development, Jasmine has transitioned from being a middle school language arts teacher to the CEO and founder of the Impact Group. Here, she helps leaders transform their knowledge into best-selling books and lucrative coaching programs.
Jasmine shares insights on how she leverages her teaching background to create impactful coaching programs and the challenges of scaling coaching programs while ensuring personalized client support.
She shares how her continuous adaption and enhancement of program elements have been instrumental in bolstering client retention and satisfaction. By emphasizing the importance of systematic improvement and client-centered support, she offers valuable insights for other coaches and educators seeking to create impactful and scalable programs.
HIGHLIGHTS:
17:28 Client Responsibility and Engagement
32:43 Program Enhancements and Client Progress
CONNECT WITH JASMINE:
Published and Paid Website
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In this episode, Kim, the "Communication Queen," returns to discuss her foray into the podcasting industry and the integral role that storytelling plays in connecting people and transforming lives. Kim shares her journey of balancing business and personal life, having recently had another child while also launching a podcast booking agency. This interplay between parenting and business serves as a metaphor for how she navigates her professional endeavors, paralleling the challenges and joys faced by entrepreneurs everywhere.
The conversation delves deeply into Kim's podcasting business, which emerged from a need to adapt her lead generation strategies due to the pandemic and its associated restrictions. She recounts how her previous experience on podcasts had led to significant coaching contracts and inspired her to embrace podcast guesting as a viable avenue for client acquisition. After reaching out to numerous podcasts and seeing substantial returns on investment, Kim decided to expand her services beyond one-on-one coaching to help others achieve similar success. This evolution reflects her broader mission to enable others to share their stories, create connections, and drive transformations.
As the conversation unfolds, Kim discusses the evolution of her coaching business, which initially boasted multiple programs. After a tumultuous phase of personal loss and transitional life events, she streamlined her offerings to focus on one-on-one coaching and future retreats, emphasizing quality over quantity. This shift was accompanied by significant introspection, leading Kim to prioritize what genuinely brings her joyâcoaching and facilitating authentic connections through storytelling.
If you're looking to learn about guest podcasting or want to be on the list for Kim's book, Make Every Podcast Want You, visit her website.
HIGHLIGHTS:
15:17 Transitioning to Podcasting
20:28 Building the Agency Model
34:51 Future of the Agency
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Stuart Morris, a serial entrepreneur with experience in various industries, shares insights in a conversation about client success principles applicable across industries. With businesses in hospitality, training, and aviation, Stuart's deliberate focus on customer experience stands out. He emphasizes the cost-effectiveness of retaining clients over acquiring new ones and the power of referrals in driving business growth.
Stuart's intentional approach to client experience includes personalized interactions, attention to detail, and creating a sense of belonging for clients. He stresses the significance of building lasting relationships with clients for long-term business success. Stuart's dedication to exceeding customer expectations is evident in the way he ensures seamless experiences for clients from booking to their stay.
Moreover, Stuart delves into the importance of team training and empowerment in maintaining a client-centric company culture. By hiring the right people, setting clear expectations, and trusting his team to deliver exceptional service, Stuart focuses on strategic decision-making and visionary planning for his businesses' success. Stuart also highlights the need for continual team training and evaluation to ensure ongoing client satisfaction.
In discussing the value of a comprehensive client retention strategy, Stuart emphasizes the need for intentional planning and execution in driving client referrals and renewals. By actively engaging clients, providing exceptional experiences, and offering incentives for referrals, Stuart showcases the effectiveness of a well-thought-out retention plan in fostering customer loyalty and business growth.
HIGHTLIGHTS:
3:14 Philosophy of Client Experience
7:28 Approaching Rebooking Conversations
10:29 Value of Client-Centric Approach
13:43 Collaborating with Event Hosts
20:16 Cost of Neglecting Client-Centricity
24:36 Strategy for Referrals and Retention
28:53 Delegating Control and Leadership
Register for the CLIENT SUCCESS SUMMIT in October 2024
CONNECT WITH STUART:
High Trenhouse website
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The CEO of Vast Solutions Group, Kenner French, talks about the importance of focusing on customer service and leveraging referrals. He shares insights on automating the referral process, incentivizing referrals through gamification, and ensuring every team member is involved in bringing in new clients.
Kenner highlights the significance of personalized client experiences and outlines plans to invest in community building and tailored services for clients. He emphasizes the value of keeping existing clients satisfied and the positive impact it can have on business growth. The conversation underscores the role of client-centric approaches in driving company success and the benefits of prioritizing customer service over traditional marketing strategies.
Register for the Client Success Summit NOW!
HIGHLIGHTS:
6:33 Balancing AI and Human Interaction
9:41 Systematizing Referrals
12:37 Building a Community
19:28 Psychology of Marketing and Client Success
30:25 Mindset on Asking for Referrals
CONNECT WITH KENNER:
Vast Solutions Group website
Facebook
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In this heartfelt and personal episode, I share the challenges and experiences my husband, Shawn, and I have faced in dealing with his multiple health issues over the years. From facing advanced stage cancer and a heart attack to blood clots and more, we have navigated through numerous medical traumas together. I delve into how I handle these situations, emphasizing faith and belief in God's healing and managing my emotions to stay grounded.
I reflect on the lessons learned through these trials, including the importance of resilience, patience, and compassion for others facing their own struggles. Acknowledging the loneliness that can accompany such experiences, I offer a message of support to anyone going through similar challenges and encourage reaching out for connection and comfort. Sharing our story, I aim to bring solace and understanding to those feeling isolated in their own battles, emphasizing the value of vulnerability and connection in navigating life's difficulties.
Be sure to subscribe/follow so you don't miss out on the rest of the series.
If you'd like to reach out with your own story, email me at [email protected]
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In this engaging discussion, Nicholas Nick and I share our backgrounds in the education sector, drawing on our unique perspectives from working in coaching companies. Nicholas outlines his transition from the restaurant industry to becoming an event coordinator in education, stressing the foundational role of customer relationships and fair systems learned in restaurants.
We move on to explore the crucial role of onboarding in client retention, with Nicholas detailing his 18-day onboarding sequence he had created that emphasizes clear expectations and personalized attention. We challenge the scalability myth of one-on-one onboarding calls, emphasizing its integral role in building strong customer relationships. Understanding diverse client personalities and behaviors is highlighted, underscoring the need for tailored customer experiences and investing in onboarding for long-term satisfaction.
Through personal anecdotes from teaching and the restaurant industry, our conversation emphasizes connecting with individuals on a deeper level to bring out their best. Empathy, respect, and genuine care are highlighted as transformative forces in fostering meaningful relationships, whether in education or business settings. The significance of making individuals feel valued is stressed for building enthusiastic support, with a focus on genuine commitment to meeting their needs.
Tune in for valuable insights and personal stories from Nicholas' years of customer/client experiences.
HIGHLIGHTS:
3:23 Restaurant to Real Estate Success
10:03 Importance of Onboarding
20:26 Scalability vs Customer Care
26:40 Proactive Retention Approach
33:51 IHOP Training and Customer Experience Insights
43:55 Individualizing Approach for Students and Customers
50:24 Going Above and Beyond for a Homeless Customer
CONNECT WITH NICHOLAS:
Lead Mining Pros
Have you registered for THE CLIENT SUCCESS SUMMIT yet? REGISTER HERE
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Today's episode features a conversation between me and Michelle Dunk, a transformation and success coach. Michelle emphasizes the importance of family, faith, and personalized coaching programs that address healing, manifestation, and personal growth. We discuss the challenges of aligning beliefs with actions for success and the need for tailored support in coaching to drive meaningful results.
During our discussion, we stress the significance of building relationships with clients, creating a sense of community, and aligning pricing with the value delivered to make clients feel valued and appreciated. Strategies like hot seat coaching and small group interactions ensure individualized attention and foster a safe space for clients to share experiences. Michelle's perspective on sacred connections with clients underscores the importance of quality interactions over mere results, promoting authenticity and belonging in coaching programs.
HIGHLIGHTS:
28:15 Fostering Community and Connection
31:04 Importance of Community in Programs
36:41 Treating Every Client as a Million Dollar Client
44:39 Building Strong Client Relationships
MENTIONED IN EPISODE:
Client Success Summit
CONNECT WITH MICHELLE:
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Let's dive into the challenges faced by group program leaders/marketers when it comes to having clients become 'Lifers'.
There's a shift towards prioritizing client retention as essential for long-term business sustainability amidst increasing competition from media outlets and social media algorithms. Also expanded upon is the significance of client retention in generating reliable monthly recurring revenue and maintaining a positive brand reputation.
The evolution of launching techniques over the years, impacted by social media volatility, is discussed alongside five key mistakes hindering client retention.
The Client Success Summit coming in October 2024! REGISTER NOW!
HIGHLIGHTS:
6:44 Changing Landscape of Marketing
13:20 Building Trust with Clients
16:42 5 Mistakes List
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In this episode, I delve into the importance of guiding clients through a program effectively, and discuss the three phases of onboarding - activate, acclimate, and accomplish - and highlight the crucial role onboarding plays in setting clients up for success.
Emphasizing the need to support clients through a process that leads to tangible results, I stress the significance of the onboarding phase in building trust, satisfaction, and referrals. This one delivers with practical tips on assessing client satisfaction, seeking referrals, and enhancing the client experience to drive business growth and longevity.
Join me in reflecting on client engagement strategies and making adjustments for better outcomes and sustained success.
HIGHLIGHTS:
12:17 Leaving People at the Border vs. Walking Them Through
14:48 Leading Clients Through the Process to Prevent Stagnation
23:20 Roadmap for Successful Onboarding
24:40 The Accomplish Phase: Tracking Results and Client Satisfaction
26:00 Importance of Onboarding for Long-term Client Retention
Learn More and REGISTER for the CLIENT SUCCESS SUMMIT LIVE happening October 2024
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In today's episode, I shared my recent experiences with collecting client feedback and how crucial it is in enhancing the client experience and driving innovation.
Gathering feedback from clients allows for insights into areas needing improvement, innovation, and value addition. It provides a window into potential innovations and improvements that can be made to programs, services, and overall client journey.
Moreover, I discussed the client's perspective on giving feedback, highlighting that clients appreciate feeling heard and valued when their feedback is acknowledged and acted upon.
Responding promptly to feedback, providing transparency on actions taken, and updating clients on improvements are crucial for maintaining strong client-provider relationships and fostering client loyalty.
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This episode is about the importance of client success in coaching and online education. Megan explores the evolution of client success departments, emphasizing the key roles needed for driving client experience. Megan shares insights from her time as a Director of Client Success, highlighting challenges and the importance of data analysis and emotional intelligence in client relationships.
Megan delves into the responsibilities of client success managers, focusing on strategic leadership, goal setting, and continuous improvement to enhance client outcomes and satisfaction.
Get in touch for info on the upcoming Client Success Summit with Megan and Nikki Nash!
HIGHLIGHTS:
25:20 Importance of Dedicated Client Success Role
31:10 Roles and Responsibilities of Client Success Manager
36:17 Client Success Plans and Progress Monitoring
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In this insightful episode, I get the opportunity to engage in a deep conversation with Katy Hoagland, a seasoned sales expert, on the crucial aspects of client success and fostering superior client experiences. Drawing from our shared history in coaching, we highlight the significance of integrity in selecting the right individuals for your programs to ensure successful outcomes.
Transitioning into strategies for managing sales teams, Katy highlights the crucial need to master the sales process before delegation, emphasizing the significance of aligning hiring, firing, and promotions with core company values. By fostering a client-centric culture rooted in the organization's mission and vision, businesses can prioritize long-term success and mutually beneficial relationships.
HIGHLIGHTS:
3:26 Taking Risks and Starting a Sales Journey
5:47 Coaching Coaches on Sales with Integrity
6:11 Overcoming Sales Challenges
12:12 Working with Sales Teams and Agencies
15:58 Building a Client-Centric Culture
17:36 Sales Conversations and Challenging Beliefs
20:52 Ensuring the Right Clients for Program Success
24:28 Nurturing Relationships and Creating Genuine Connections
28:30 Qualifying Ideal Clients for Program Fit
40:01 Pre-Onboarding in Sales Conversations
44:15 Accessing Practical High Ticket Sales Challenge Tips
CONNECT WITH KATY:
Elite Closer High Ticket Sales Challenge
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In this episode, I discussed the importance of client success in coaching and education and differentiated it from customer support, outlined key team roles, and shared insights on team building and compensation strategies.
The client success journey, including onboarding and metrics, was explored, emphasizing the pivotal role of client success directors in fostering a client-centric culture. There's more to come on this topic so make sure you're following us for future episodes.
HIGHLIGHTS:
1:42 Defining Client Success
2:46 Clarifying Client Success vs. Customer Support
28:45 Lack of Defined Client Success Department
29:41 Role of Associate Coaches and Strategists
34:07 Client Concierge and Community Manager Responsibilities
37:38 Program Manager's Role in Client Success
39:19 Responsibilities of Client Success Director
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Discover the delicate balance between career ambitions and personal life fulfillment in this insightful episode. Learn about overcoming challenges in juggling work and family responsibilities, reassessing priorities, and transitioning to an owner mindset in business for improved work-life balance.
Gain valuable insights on fostering open communication, setting goals within families, and aligning business with personal lifestyle preferences. You'll get actionable strategies for creating a harmonious integration of work and personal life, promoting a sustainable lifestyle built on balance and intentionality.
HIGHLIGHTS:
15:23 Overworking and burnout among young entrepreneurs
23:40 Habits and operations in business
25:34 Transitioning to an owner mentality
27:35 Integrating family and business goals
31:27 Finding a happy medium in life and business
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Group coaching isn't something you just do. There's challenges coaches and consultants face when transitioning from one-on-one coaching to group coaching. There's a fear of maintaining high-quality results for group coaching clients while balancing marketing, sales, and client delivery.
I discuss the importance of a robust onboarding process, client progress tracking, and having a client concierge to support clients and manage communication effectively.
A key component to the success of your group coaching program is having accountability structures, such as accountability buddies and pods, to foster deeper connection and engagement within the group.
Take a listen for some real talk on what you need to consider when creating your group program and make sure to register for our upcoming Group Coaching Mastery Workshop in May.
HIGHLIGHTS:
02:51 Overcoming Fear of Burnout in Group Coaching
05:30 The Importance of Following a Framework
11:14 Implementing Effective Client Support Systems
19:27 Tracking Client Progress for Success
21:55 Building Accountability and Community Support
30:51 Overcoming Fear in Running Group Coaching Calls
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In this episode, I delve into the debate around coaching programs and who holds responsibility for clients' results. Some argue that clients must take action and bear the responsibility for outcomes, having signed up fully aware of what they were getting into. On the other side, there's the perspective that coaches should provide the necessary tools, guidance, and structures for clients to succeed.
Next, the importance of understanding adult learning styles and preferences, emphasizing the need for personalized approaches in coaching programs including the significance of creating a conducive learning environment, tracking client progress, and ensuring clients are taking action to achieve results.
HIGHLIGHTS:
4:31 Transition to Group Coaching
9:58 One-on-One Coaching Contrasts
17:12 Importance of Team in Group Coaching
23:57 Tracking Success in Group Coaching
27:21 Evaluating Program Effectiveness
30:55 Drama-Free Group Coaching
MENTIONED IN THE EPISODE:
CLICK HERE to Register for the next Group Coaching Mastery Workshop Series starting April 29 - May 3
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This episode with Nikki Nash is a taste of our Group Coaching Mastery workshop we've been recently delivering to a group of amazing entrepreneurs. We delved into the significance of client retention in building successful programs that yield results and keep customers coming back for more. A key aspect we talked about was the customization of content delivery to cater to diverse learning styles, fostering enhanced comprehension and driving action among clients.
Drawing from our own experiences, we really emphasize the importance of tailoring content to resonate with individuals, optimizing their learning experience and journey towards achievement. There's value of identifying clients' unique personalities and strengths to tailor methodologies for better support, ultimately enhancing their success within group coaching programs.
HIGHLIGHTS:
00:40 Building a Solid Marketing Plan
03:19 Exploring Group Coaching Programs
33:48 Importance of Community and Connection
34:31 Providing Accountability and Support
37:45 Critical Points in a Program
42:50 Implementing and Tweaking Systems
44:41 Understanding Learning Preferences
49:38 Importance of Support Structures
51:57 Importance of Community Engagement
54:11 Creating a Client Success Plan
56:35 Facilitating Community Engagement
59:04 Client Accountability and Self-Accountability
1:03:15 The Power of Community in Retention
1:05:41 Mutual Client Success Plans
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