This Week's Questions
Summary + Transcript
- Welcome to the Global Live Strategy Call. 0:48
- Welcome to the global live strategy call.
- Mariela shares a little about her business.
- Shannon creates websites for coaches and consultants.
- Annie's questions on increasing customer service.
- How to deal with issues with existing clients when introducing new support packages. 5:54
- An example of an existing client.
- How to get premium service.
- Introducing clients to new packages and new rates.
- The first question, how to deal with bugs.
- What are things that you don’t do now at your current rates that you could do at the new rates? 10:19
- How to present the new rates as a benefit to the client.
- Troubleshooting bugs.
- Raising the rate is not a bad thing.
- Customer service sets you apart.
- Reducing the hourly rate for support members.
- How to communicate a price increase.
- How do you explain to a customer that you’ve been providing a very good service, but here’s what they are getting. 17:54
- How to explain the new pricing to a customer.
- Being honest is always the best policy.
- Be honest from a really empowering place.
- Be honest and transparent with customers.
- Raising your rates for your clients is good for them. 23:59
- Raising rates is good for the client.
- Giving clients 30 days notice.
- Clients at qumran, reaching out to them one by one.
- Using e-commerce sites.
- What to do if you haven’t heard from your clients in a while. 29:23
- Reach out to clients individually ahead of time.
- Batch work and adjust workload.
- Issues with platform issues, especially with magento.
- Investigations and charging for support.
- How to be upfront with a client and give them a choice. 34:35
- Being upfront with a client and giving them a choice.
- Investigate the issue.
- Setting expectations with the client.
- Marrying the two parts of the process.
- Mariela’s video is getting worse. 40:20
- Mariela asks both of them to turn their videos off.
- Mariela submitted two questions.
- Mourning after husband left his job.
- Taking on the wrong clients for the money.
- Holding boundaries on pricing and time.
- The one thing to do is to continue marketing.
- The three levels of copywriting. 49:16
- The three levels of a copywriting package.
- The highest level of a package.
- Mariela needs a copy by the state to include in the package.
- Mariana wants a website redesign.
- Have a conversation with her on friday.
- Make a patch patrick based on what she wants.
- How to make your packages work for every client. 55:36
- Redesign the website to fit the client.
- Make some tweaks to the packages.
- Customizing the Patrick for every client.
- How to build trust and rapport with clients.
- Get clear on what the client wants.
- Get clear about the client's expectations.
Chat
00:29:09 Shannon Mattern: I’m back but I froze again!