Captain’s log, stardate 20190527

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

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