JULY 2024 WLP NEWSLETTER

Last month, we discussed how conflict is a sign that something greater wants to happen. One way to reduce conflict and increase productivity is to have everyone focus on a common goal: the client experience.  

Many of us long to WOW the people we serve, but how do we do so when faced with many distractions?  

First, let’s discuss how to BE with the people you serve:  

• L – Listen through the ears & eyes of the Client.
• E – Empathy relate & express understanding.
• A – Apologize and take full responsibility for the situation.
• R – Respond proactively with something that will provide happiness.
• N – Notify & follow up on the next steps with the Client. Even if you’re not the person doing the next step, follow up with the client to ensure the next step was done.

As your organization grows, consider also aligning the Client Wow experience with all levels of the Client Lifecycle: 

Awareness – How are the people you serve aware of who you are and the value you bring to Executive Meetings and networking? How does your brand focus on the outcomes your IDEAL Client wants? For those of you in B2B, what is essential for your Client’s client to experience?

Consideration—This is where you need to stand out in the sales process. How can you differentiate yourself so that your name/ company is the first that comes to mind when an opportunity arises? Your value proposition, the decisions your customers want to make with you, and strategy sessions can all contribute to this. 

Purchase—What does your customer see, feel, and experience during the purchase or engagement process, e.g., Strategy sessions, status meetings, etc.? 

Loyalty – How much can you anticipate what your customers want before they even ask? How can you reward current loyalty behaviors? You want to attract and retain those who: 

• Consistently pay or deliver work products on or ahead of time 
• Spend over the average amount of your typical customer spend or go over and beyond 
• Customers who refer others or look at things from the perspective of internal or external customers  
• Purchase additional items beyond typical core offerings (e.g., gift certificates) or internally support more robust success measures. 
• Repeat customers who have purchased your product/services for a significant amount of time or those who consistently have your back. 

Next Steps: 

• Feel Free to use the template in this month’s presentation to create your own “Client Wow Experience.” 

• Check out the contact list from this month. Reach out and say hello to another successful sister.  

• Every Day Is Friday Deep Dive: Get your questions answered within our inner circle so you don’t have to guess yourself second. You’ll have your strategic roadmap for the year when you fully participate. September 20th, 2:00 pm – 3:30 pm EST. 

• Wednesday Wisdom: Join us in this “warm” place to be seen and heard. Celebrate your accomplishments or share a struggle. Feel supported by the collective Wisdom of your inner circle to fast-track your goals—August 7th at 4 pm EST. 

• August Master Class & Mastermind “Secrets of Successful Change Leadership” (ACTT Blueprint: Leadership Stake/Beliefs) Most Change initiatives fail due to a lack of understanding of human variables. Join us and learn how you can manage your resistance to change while leading others through the change cycle to secure the wins you’re expecting. August 9th 10-11:30 am EST.