12.23.22 - On the “client experience”
Hope you are winding down into holiday mode for some family time.
Today’s lesson is short & sweet.
On that note:
Do not mistake “short” with “low yield.” Oftentimes, the most VALUABLE pieces of coaching, insight, and material you receive will be the most direct & to the point.
My friend Alex posted this on Twitter today, and I was struck by both the simplicity and the accuracy of this concept:
If you’ve read his latest book, it is short. But it is dense, and I know the labor (and effort) that went into making it short. To mislabel “short” as easy would be a grave mistake.
I have spent countless hours laboring & thinking through scenarios, models & methods to spare you the trouble of having to do it yourself. The longer I think, the shorter I am able to present my ideas.
The more I spend on it, the shorter it should be for you to consume & get value from. In a world dominated by fluff and magic mirrors, my materials will always aim to REDUCE your time while I transfer information.
A client can go through our portals and get exactly what they need oftentimes in an hour or less. You might think people will pay you more money for “more stuff,” but the opposite is true.
Here is the lesson for today:
👉 If you do not create clear, concise, and CONCRETE rules for how clients are to engage with you & your brand — your clients will create them for you.
Each client will create them differently.
And your ratings and experience will drop.
It is your prerogative whether you “break” the rules or not, that will be at your discretion. There are times where deviation is appropriate.
But in working with many many individuals I’ve found that *most* have not thought through the “rules” by which they engage with clients and their clients are to engage with THEM.
Muddy waters are hard to tread through.
P.S. Here are some new pieces of content you may have missed: