Captain’s log, stardate 20190527
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The Twilight Zone
Sent by Jonathan Stark on May 27th, 2019
This week on TBOA, Rochelle and I answer the question:
How do you handle the twilight zone between when a client buys your stuff and you actually start delivering it?
LISTEN NOW -> The Twilight Zone
Talking Points
- Why the time between purchase and delivery is the twilight zone
- Different twilight zones for different products
- Explaining the on-boarding process
- Giving buyers something to do while they wait for what they ordered
- Setting expectations
- Helping clients trust the process
- Envisioning what you want the client experience to be
- What happens in more high-touch sales scenarios
- How much contact you need when you’re billing by the hour
- Keeping clients engaged
Quotable Quotes
“You’re treating that book like a product, like a service, like part of your business. It’s not something that’s separate.” –RM
“Even though I’m not winging it, I want it to feel like I’m not winging it.” –JS
“For somebody to see that you’ve laid some breadcrumbs… it’s reinforcing. It builds confidence.” –RM
“In a coaching situation, the person who’s being coached really does have to do all the heavy lifting.” –JS
Sharing is caring!
If you enjoyed this episode, please consider sharing it with a few friends who might find it useful. Thanks!
Yours,
—J