priceless - amazon s3€¦ · priceless is an online program designed to help women coaches and...
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P R I C E L E S S W O R K B O O K F I V E
A F T E R T H E B I G ‘ Y E S ’
“The trust that a customer has in your company and in you strongly outweighs the techniques you use to sell.
Establishing trust is better than any sales technique.”
— M I K E P U G L I A
Priceless is an online program designed to help women coaches and
consultants have genuinely soul-fuelled and outrageously effective
selling conversations with prospective clients, so they never again have
to worry about feeling (or sounding) like a used car salesman. This
workbook complements Module 5 of Priceless and should be read and
completed in that context.
Even once your new client has eagerly committed to work with you, from time to time, you may experience a new client change their mind about going ahead.
Well thought out and implemented stick strategies and onboarding can help reduce your attrition rate and keep excitement and commitment high.
Even if your new client is committed to working
with you, solid stick and onboarding strategies
will help build trust and credibility – even
before you actually start working together.
Use this workbook to brainstorm and plan out
the stick strategies and onboarding process
that will work best for you.
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 3
Y O U R S T I C K S T R A T E G I E S
Stick strategies are especially useful and
important to think about when there will be a
delay between when your new client commits
to working with you and when the work will
actually start.
I think of stick strategies as a type of pro-active
customer service because (depending on your
industry) incredible customer service heightens
perceived expertise, builds your credibility, and
continues to represent your brand values long
after the official decision-making conversation
has ended. Stick strategies help reduce buyer
dissonance, build your relationship, engage
clients and promote enthusiasm.
Which of these example stick strategies could be appropriate for your clients?
Asking your client to complete an initial questionnaire or workbook;
Sending your client a series of emails with specific activities to complete or
questions to ponder in advance of you working together;
Sending your client a tangible welcome pack or gift;
Asking your client to accept meeting invites in their calendar; or
Sending a series of fun reminders in the lead up to your first session.
Pro Tip: Be cautious of sending gifts to corporate or government clients as they may need to
comply with stringent reporting/disclosure requirements for gifts. In extreme cases, inappropriate
gifting could see you lose the client instead of keep them excited to work with you. Always be
mindful of, and work within, the client’s context.
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 4
Use the following space to brainstorm and customise your own stick strategies.
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 5
Y O U R O N B O A R D I N G P R O C E S S
Onboarding is the process of inducting new
clients and setting them up for success
working with you. Great onboarding can feel
streamlined and fun for new clients, and helps
build your credibility right out of the gate.
Depending on your industry, expertise and
brand values, onboarding clients might involve:
• Signing contract agreements;
• Initial invoicing and payment;
• Sharing an initial questionnaire, workbook,
or series of activities for them to complete
in advance of their first session with you;
• Organising access to shared folders or
drives;
• Confirming contact details;
• Familiarising them with certain policies;
• Introducing other team members;
• Clarifying expectations; and/or
• Forward booking sessions/appointments/
milestones.
An effective onboarding process doesn’t need
to be onerous. Here’s an example onboarding
process map to inspire you to create your own.
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 6
EXAMPLE ONBOARDING MAP
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 7
WHATSend invoice/receipt and program agreement
WHEN Immediately after meeting
HOWEmailed via Freshbooks + eSign Tool
WHO VA
WHAT Reminder #1 (If required)
WHEN 2 days after initial email
HOW Email template
WHO VA
WHAT Schedule in sessions
WHENImmediately after agreement signed + payment made
HOW Email template + timetable links
WHO VA
WHAT Set up shared project space
WHENImmediately after agreement signed + payment made
HOWEmail template + Dropbox + initial workbook
WHO VA
WHAT Welcome pack sent to client
WHENImmediately after agreement signed + payment made
HOW Dripfed email sequence
WHO Me
WHAT Reminder to submit completed workbook
WHEN 5 days before initial session
HOW Email template + workbook
WHO Me
WHAT Reminder about upcoming session
WHEN Day before initial session
HOW Email template
WHO Me
Y O U R O N B O A R D I N G M A P
To create your own onboarding map brainstorm
how, ideally, you’d like to onboard new clients.
Identify each main step/milestone you’d like to
cover and all communication you’ll have with a
new client. Think through key dependencies
and timings, and draft out your onboarding
sequence using the space below.
Once you’re done, review your map and ask
yourself:
• How can I make this process represent my
brand values?
• How can I delight my new clients and
exceed their expectations?
• Can I combine any steps to streamline the
process?
• Can I create templates for certain steps or
automate parts of this process?
Pro Tip: Include reminders you might need to
send out.
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 8
Y O U R A C T I O N I T E M SMy action items from this workbook are:
TASK DUE DATE
© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 9
P R I C E L E S S