314. Improving Your Client Onboarding and Product Experience and Decreasing Escalation and Cancellations
The Fitness Business Podcast with Erin Dimond and Jordan Dugger
Erin Dimond and Jordan Dugger
4.6 • 667 Ratings
🗓️ 14 March 2022
⏱️ 10 minutes
🧾️ Download transcript
Summary
Short but hopefully powerful episode on creating such a dope product for your customers that they feel dumb not telling their friends about it and how to reduce or eliminate escalation in your business.
Time Stamps:
(0:40) Product Over Everything
(2:00) Keys to Extraordinary Onboarding Process
(6:25) Registered Dietitian Study
(7:40) Few More Tips
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Transcript
Click on a timestamp to play from that location
| 0:00.0 | And think of it like this. |
| 0:01.2 | Pretend like your business is a train. |
| 0:03.3 | And that train has polish and it has fuel. |
| 0:06.4 | Polish are things like, you know, website, logo, branding, |
| 0:10.8 | Canva Tiplets, infographics, your LLC, insurance contracts, |
| 0:14.7 | excessive certifications, all these things. |
| 0:16.8 | Instead of focusing on the fuel |
| 0:18.4 | that's dream to drive the business forward, |
| 0:19.8 | which is sales, |
| 0:21.1 | getting actually getting clients in your program to figure out how to make that product better. |
| 0:26.1 | What up guys? Just make sure we're live here. And I'm going to jump in with a short, |
| 0:31.7 | unplanned live here talking all about how to reduce cancellations or what's also known as |
| 0:37.2 | escalations. Escalations are basically like or what's also known as escalations. |
| 0:37.9 | Escalations are basically like a customer is not satisfied for whatever reason or they just |
| 0:42.8 | decide to back out and change their mind after they invest in coaching. |
| 0:46.1 | These usually happen within that like first week or two weeks. |
| 0:48.9 | So I'm going to share with you five simple tips to reduce this and let's go ahead and dive in. |
| 0:54.0 | So I'm also going to share some other really cool tips related to this. |
| 0:58.5 | So just for context, and we'll break down each of the five tips in a second. |
| 1:03.2 | But you need to always be thinking about instead of like, how do I get more clients? |
| 1:08.1 | Think how do I create such an epic product that my clients bring |
| 1:11.1 | me clients? Right? So think about your business. I like to do this exercise is imagine |
... |
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