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In our deep dive with Clarisa, we explore the essential techniques for maintaining and enriching client relationships and the artistry needed to differentiate oneself in a competitive industry. Learn how she effectively communicates the value of her distinctive offerings to her clientele. This episode is a must-listen for anyone interested in sophisticated marketing strategies and the importance of follow-up tactics that keep client interest alive and convert them into sales.
We also uncover the transformative role of connection in business. Clarisa’s use of transparency and generosity helps transform prospects into devoted customers. Through relatable stories and practical advice, this episode provides valuable insights into building trust from the very first interaction, with takeaways for entrepreneurs and client-focused professionals aiming to enhance their business model.
What Your Key Takeaways Will Be:
- Mastering Client Education: Learn how educating your clients can help position your unique services as essential, leading to higher client retention and satisfaction.
- Strategic Engagement: Discover strategies for maintaining interest and enthusiasm among your clients, even when conventional lead generation methods are not feasible.
- Building Trust through Transparency: Gain insights on how openness and generosity in business interactions can foster lasting client relationships and loyalty.
Tune in to gain actionable insights that will help you elevate your business and create a client experience that truly dazzles.
To Work With Nikita, Book A Free Sales Call Here to work with Me 1:1.
To Learn More and Join the Group Coaching Program "Chronically You & Profitable", Click HERE.
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Subscribe to Chronically Profitable a weekly exclusive series delivered as an email or a podcast episode that helps service-based creatives and coaches living with chronic illnesses to have a simple sales strategy that works without waiting to be flare-free & while you’re healing.
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Gifts And Ways To Connect With Your Host Nikita:
Subscribe to the Chronically Profitable: The Flare-Proof Path to $100K, A free exclusive weekly email series designed for creatives and women with chronic illnesses. You'll learn how to make a liveable income with your hobbies, professional skills, and innate talents by building a successful online coaching business with simple strategies that work for you, even on flare days and feel better living with chronic illness.
00:00 - Educating Clients in Competitive Industry
05:42 - Effective Client Engagement Strategies
10:28 - Stand Out in a Saturated Market
16:53 - Marketing Strategies for Client Education
29:07 - Effective Client Follow-Up Strategies
36:21 - Crafting Effective Client Follow-Up Emails
46:46 - Enhancing Client Connections and Conversions
WEBVTT
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You need to educate your audience.
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People just literally don't know and it doesn't make them an unideal client that they don't know.
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You just need to make sure that you can educate them on why what you do is important Because, exactly like how you mentioned, there's a lot of designers and there are a lot of resources that you can purchase that you didn't create yourself, that are out there, that thousands of other designers could have also purchased and created assets with for their clients.
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And if you're not in the design industry and you've never had somebody make you a logo, you don't know these things.
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Welcome to Crafted to Thrive, the globally ranked podcast for entrepreneurs living with chronic illness.
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I'm your host, nikita Williams, and after being diagnosed with multiple chronic illnesses myself, I figured out the surprisingly simple missing links to growing a profitable business without compromising my health.
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Since then, I've helped dozens of women just like you learn how to do the same.
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If you're ready to own your story and create a thriving business that aligns with your health and wellbeing, you're in the right place.
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Together, we're shifting the narrative of what's possible for entrepreneurs with chronic illness.
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This is Crafted to Thrive.
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This is Crafted to Thrive, All right y'all.
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I am so excited to have Clarissa on the show.
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She is an amazing entrepreneur and I met her actually through my client, Ruth, who told me about her, and then we connected and then we're in this community called Big Crafted and we have been connecting that way.
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We had a great conversation about following up and how to really do that in a way that creates the results we want, which is a new client, and I can't wait for us to jump in and talk a little bit about it.
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But before we do, Clarissa, please introduce yourself.
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Tell everyone who you are, what you do, where you're from and something fun.
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Thank you so much for having me.
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Oh, my goodness, I am so excited to share about this topic I am a new designer that there was so much competition.
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I mean, if you think of any industry that you consider to be saturated, I truly I believe that graphic design is probably one of the most saturated industries industries, and I dove right in to that just overwhelm amount of other people who were doing the same thing.
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Essentially that I was, and I knew that I wanted to be in that luxury space.
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I wanted to charge really high luxury rates and I needed to figure out a way to do that and to be able to explain my word to my clients in a way that all of that other noise and all of that other undercutting pricing wasn't going to affect me and my business.
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And so what I did differently from the space is, instead of continuing to do so much visibility outreach, because I just didn't have the time for that, social media wasn't the number one thing on my plate to focus on.
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And so what I started doing is I really just rerouted my brain around.
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How do I book luxury clients?
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How do I explain my value and my worth after somebody has already found me value and my worth after somebody has already found me, and so that is where I really have taken a step back now and I've been focusing on education, because I feel like there is so much in my experiences that I can share with so many other service providers who are just feeling stuck and confused and are really wanting a way to just know how to communicate everything that they're pouring their heart into, into their craft and being able to properly explain that to the people who really want to find them and cherish them and go into their client experience and really be excited about working with just them.
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Yeah, such a good point.
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I have a couple Before we get into all the things.
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Everybody knows that I do this, but I have a couple of questions about your introduction.
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What I heard you say, which is really interesting, is that you didn't have the time for which was really interesting is that you didn't have the time for this is kind of what we call it like chasing new leads all of the time.
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Right, what was making it hard Like?
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What was your situation making that actually not having the time?
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What made you not have the time in order to be like?
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I got to think about how to do this differently.
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Yes, so I was nine months pregnant.
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I was in a job that I hated.
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I told my husband there's absolutely no way I am going back to this, I don't want to do it anymore, and I don't know.
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I guess I was insane because I decided that having a brand new baby was going to be the best time for me to start my business, and I don't know what made me delusional and thinking that I could handle all of these things at once, especially like not having ever worked with clients by myself before and thinking that this was the perfect opportunity.
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I didn't really do much in maternity leave.
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I just started trying to get a couple of clients.
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I started going to networking events and I remember meeting with leads out a seven, eight, nine months pregnant, really just like about to pop, sitting in a coffee shop just telling people about my services and what I have to offer, and I really I wanted to be present on social media and I knew that that was important and I knew that that was a wonderful way for people to find me and learn about me, but it was also so difficult.
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I mean, anybody who has ever had a newborn will know that there just are not enough gaps in the day where you look presentable enough to be in front of the camera and just don't have noise in the background or screaming or crying, and just your focus is all over the place.
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And I was getting a trickle of clients coming in and inquiring with me and I just felt like you know what, if I can't show up on social media to actively promote myself, I am sure as hell not going to let anybody slip through my fingers that somehow was able to find me through all of these other people in the space.
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And so that's where I was really like you know what, if I'm going to buckle down, I'm going to put my time and energy into something.
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It's going to be making sure that the people who already put in the effort to contact me and tell me that they're interested, that I am going to make sure that they feel like I'm giving them the attention they deserve in the process of them considering to work with me.
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Oh, it's so good, thank you for sharing that, Because I think it's so good.
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Thank you for sharing that, because I think it's so interesting how we find the things that work for us in the moment of being like I can't and I choose not to.
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It's not even I can't.
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I choose not to burn myself out trying to do it the way that everyone's telling me to do something.
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I'm gonna figure out a way to make it work for me and I love that you shared that, because we all have those things in our businesses, right or no, lies right when we're like.
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I've heard it so many times, I'm sure you have like you just need more people in your funnel.
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You need more and more and more people connecting with you, need to be visible all over the place, and you could be doing all of that where you're not even realizing that there are leads and it's.
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It's not even that you don't realize.
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You discount it.
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That's what I call it.
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I'm like you discount the want to focus your time on people who have no idea who you are, or the people who have said, hey, this is interesting.
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I kind of want to know more Exactly.
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Yeah, I mean it's not to discount the fact that you need visibility in your business.
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Of course you need to have people to be able to see you, so you need to do some kind of outreach to be able to see you.
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So you need to do some kind of outreach, but you don't need your entire business to be set up on how many views can I get on my next reel?
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And it doesn't have to be this overwhelming pressure of trying to put together a video for two hours and find trending sounds and doing all of these tactics and all of these things and then either be disappointed if it flops or just push it out there, hoping that you're going to get leads from it when you may or may not, or maybe you will, but not until you know, five months down the road.
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There are so many different factors when it comes to visibility and like even SEO and your website and all of those things like those are amazing, those are important.
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I'm not saying that you shouldn't do them at all, but at the end of the day, like if you need to book a client today, the people who are sitting in your inbox, who have filled out your contact form and who have said hey, I found you, I liked you enough to make the effort to fill this out and reach out to you and ask more about your services.
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Those are the people who, ultimately, if you only had two hours in the day, that's where I would focus my time, yeah such a good point, to the point of like just talking about your time and energy.
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I think it's so important we all my audience, the people that I work, work with, even if they don't have chronic illness like I always tell people like half of my clients are not chronic illness warriors like they don't technically identify as living with chronic pain or chronic illnesses, but they do live with the fact of life.
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It's got its own life hurdles and the time and energy it takes to manage all of that makes feeling like running a business and always focusing on lead generation.
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I think that's the point of what you're sharing is like it's not that we need to not have lead generation, it's not that we don't need to be visible, it's that we need to like more focus on what happens when we are doing that because people are reaching out.
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Focus on what happens when we are doing that because people are reaching out.
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It may not be at the cadence that you think is like great, but they're there, they're there, they're in your inbox.
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And so for you, what has been a really key for you growing your graphic design business when you were looking to work with luxury clients, what was the pivot into?
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Like, the mindset of like oh, these are the people and this is how I need to connect with them.
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What was the keys that make that possible for you?
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Oh, this is such a good question.
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I love this so much so, I think, overall, any service provider.
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So you have, let's say, all of this competition and you have people who maybe are not as good maybe their services or their final products that they deliver, maybe you do a much better job than them.
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And then there are people who are like extra luxury and they've worked with like the top people and their, their stuff is absolutely incredible.
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Right, the thing is is that everybody, no matter what point in their execution that they are at, everyone thinks that they're doing the best that they can offer, and so everyone is marketing the same.
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Everybody's saying this is the transformation I provide.
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This is how amazing what I'm doing is.
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And when I realized that I was like man, like I am a luxury designer and I am saying that I'm creating beautiful logos so that if you don't like the logo that you have now, I can create something that you absolutely love.
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But then I took a step back and I was like, wait, like somebody who maybe isn't doing as good of a job as me is literally saying the same thing.
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And so if everyone is marketing in the same way and everybody's essentially saying and talking to the same transformation overall, then we all just become a blur, and then it kind of falls on the client to decipher who is actually better, who they think the final portfolio is executed more beautifully.
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And so what I started doing is I was like, okay, instead of focusing on the overall transformation and what I'm giving, I'm going to instead narrow down one very small specific thing that I do so well that I know that 90% of other designers are not doing or capable of, and so I actually ended up recording a masterclass on this, the standout strategy system, because I realized that people just instead of having like a broad overall explanation of their service so let's take like a makeup artist, for example, if your main point is a gorgeous wedding, glamorous look, anybody in your industry could be saying that so instead you need to focus more on a tiny detail of that service that you are doing, so so well.
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For me, I decided, instead of talking about the fact that I create logos and that somebody's going to love their new logo, I'm going to talk about how I hand draw these logos, that I do hand done typography and that I am hand painting watercolor designs for them, for their entire brand suite.
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And all of a sudden, it was like yes, like now, I feel confident that I can market myself as a 510x price difference from someone else who is not doing that, even though our services as a whole sound like it's the same thing.
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Really put a spotlight on that one little thing that makes me so different and so special.
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That is where that aha moment comes in, not just for you, but for your clients, who are finding you as well.
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So you know, instead of saying, as a makeup artist, you know, I do a wonderful, full glam look, that you know what.
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I know how to draw on your eyebrows.
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If you've over plucked and you don't like it, I know how to make them frame your face.
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So amazing, I will draw on, it'll look like hairs.
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It'll look so real.
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It'll be so beautiful.
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It'll completely change the shape of your face.
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It'll just completely transform you with this one tiny thing that I am specialized in, that I do so well.
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And so anybody, all of a sudden, who has that problem, they're going to be like oh my goodness, I don't want to hire anyone else.
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But you like, yes, everybody's saying they're doing a full glam look, but all of a sudden, I have now something to latch on to that I really want and that is the biggest difference.
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That's the thing that completely allowed me to double my pricing and to really feel confident about selling luxury rates and feeling like I not only deserve to be paid that, but also be able to communicate the value to the people who are finding me so that they could say oh yes, I see it too, and you know what I do want to spend that extra amount because of that reason.
00:15:44.298 --> 00:15:44.678
Such a good point.
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I love that.
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You know what I do want to spend that extra amount because of that reason.
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Such a good point.
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I love that you shared that.
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I actually 100% agree with you.
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I had a whole podcast episode on how your how is more important than your who, and I said that from the context of what you're talking about, right, because everyone, everyone in every industry I know, like in graphic design, it's very saturated.
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I personally believe almost there's nothing new under the sun, like that's a proverb.
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Literally, there's nothing new under the sun.
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The thing that distinguishes you is your how, like the very specific how, what you do and how you do it and your unique way of doing it.
00:16:24.743 --> 00:16:30.794
And I love that you shared that because, yeah, not every graphic designer is like hand painting these images.
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I know lots of graphic designers that will buy from creatives who have hand painted things and then use that are incorporated into their graphic design, but they're not themselves creating that and, to your point, any service provider, you have to be aware of what it is that you are so uniquely different than everyone else.
00:16:53.799 --> 00:17:40.842
And I think it's interesting because we've been taught a lot in marketing to look at niching down from a context of the person, right, who the person is, where they live, what they look like, all of these demographic and even social demographics, and it's like, really, I truly believe we're at this point in the world when it comes to marketing that those little details about how you know a person, based on how you deliver a service, is more of how we're niching down and so that someone can easily know like oh yeah, like you said, I need help with my eyebrows because they're horrible, or like I want all of my beautiful wedding set to be completely hand-drawn.
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No one else has it.
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All of those different kinds of things.
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When you kind of make this like shift into, like, your marketing.
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Was there any like fear or any hiccups along the way when you were like starting to incorporate and test this aspect of marketing to the people who have already found you?
00:18:00.842 --> 00:18:01.201
Yes.
00:18:01.201 --> 00:18:07.007
So I say this time and time and time again you need to educate your audience.
00:18:07.007 --> 00:18:13.571
People just literally don't know, and it doesn't make them an unideal client that they don't know.
00:18:13.751 --> 00:18:35.845
You just need to make sure that you can educate them on why what you do is important is important because, exactly like how you mentioned, there's a lot of designers and there are a lot of resources that you can purchase that you didn't create yourself, that are out there, that thousands of other designers could have also purchased and created assets with for their clients.
00:18:35.845 --> 00:19:05.726
And if you're not in the design industry and you've never had somebody make you a logo, you don't know these things, and so explaining to your client why hand painting and creating custom artwork is so important it's one of the differentiating factors, because sometimes like somebody is going to be looking at another designer's portfolio and say, well, it looks like they have hand painted stuff too, and it's like, well, no, the difference is that they purchased something that thousands of other people also purchase.
00:19:05.746 --> 00:19:18.641
So now it is hand painted, but it's not just yours, and so it stems into every industry and anything that you do, not just graphic design, I mean, even with, like the makeup artist example.
00:19:18.641 --> 00:19:23.450
You can't just assume that people know why what you do is so much better.
00:19:23.450 --> 00:19:43.593
So if you have this amazing process of layering on different foundations and different makeup applications and you do it in a specific order, for a specific reason, you need to explain why you do that and how it enhances the final result, because not everybody is a makeup expert like.
00:19:43.593 --> 00:19:59.545
They could be willing to be spending 1000s of dollars and hiring you know the most luxury package, but they just don't know that what you're doing is something incredible and something that other people don't do or don't know how to do unless you explain to them.
00:19:59.545 --> 00:20:18.053
Look, generally in the industry, they put on all these different applications on your face at the same time, and I have decided that I'm going to do it differently and I put a base and I clean your skin first, and that really helps create a smoother finish, or whatever that final result is.
00:20:18.053 --> 00:20:25.013
You have to be able to explain it, because that is where you are able to give that extra value.
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Because that is where you are able to give that extra value.
00:20:29.619 --> 00:20:34.511
You can't just assume that people will look at a before and after photo and understand that it's so much better than a different before and after photo.
00:20:34.511 --> 00:20:38.665
People just don't have an eye for this, and it's not their fault.
00:20:38.665 --> 00:20:49.253
They just they haven't been in your industry for years and years and years, constantly educating and learning and looking at things in order to decipher what is better than something else.
00:20:49.253 --> 00:21:01.971
Sometimes you can easily see, like a portfolio that's not very good versus a portfolio that's incredible, but a portfolio that's good or really good versus a portfolio that's incredible, that's a smaller gap.
00:21:01.971 --> 00:21:12.568
So now, all of a sudden, if you're doing something really immaculate, you need to point it out and you need to show people this is what makes this so much better than someone else.
00:21:12.568 --> 00:21:19.272
This is what makes me so much more attentive and this is why you should want that.
00:21:20.201 --> 00:21:25.512
Yeah, yeah, I mean for me as who I serve specifically.
00:21:25.512 --> 00:21:42.366
I think one of the things this is often conversations I have with my clients is the feeling of they should know like so many clients are like, but they should know that this is what it is and it's so interesting and I think part of the challenge with that is that we're so close to it.
00:21:42.366 --> 00:21:43.457
Right, of course we know.
00:21:43.457 --> 00:22:00.766
Of course we know that, for example, for me, as I'm a business coach but I'm also a certified and about to be a aromatherapist for holistic means of like, helping you feel better with your body and your mind, and telling someone who's like, hire me to be a business coach.
00:22:00.766 --> 00:22:01.768
They have no idea.
00:22:01.768 --> 00:22:02.736
How does that work?
00:22:02.736 --> 00:22:04.741
They have no idea.
00:22:04.741 --> 00:22:18.394
Why does that even matter Versus when I'm like hey, the reason why this matters is because of the fact that when you're in pain emotionally or physically, I know how to give you something somatically that can solve all of that.
00:22:18.394 --> 00:22:26.377
That doesn't require you to go to a doctor's office or doesn't require you to overthink how bad you are.
00:22:26.377 --> 00:22:29.567
Things like that helps calm you, and there's so many different things about that.
00:22:29.567 --> 00:22:34.787
But I know for myself the fear that I had talking about these things.
00:22:34.787 --> 00:22:47.500
It's like nobody wants to hear this, like nobody wants to hear these nitty gritty things that I know because I felt I can feel at times that it's like I'm being too boasty, I'm being too.
00:22:48.423 --> 00:22:49.605
What do my clients say?
00:22:49.605 --> 00:22:53.938
My clients say nobody cares how I know, what I know and I'm like.
00:22:53.938 --> 00:22:57.182
But they do like, but they do care.
00:22:57.182 --> 00:23:11.157
And so have you ever personally in your experience, like, have to like, have that moment of like I'm sharing these things, these very small, detailed things, and had to deal with, like, the mindset of like.
00:23:11.157 --> 00:23:14.166
Do people really care that I'm sharing this?
00:23:14.166 --> 00:23:14.856
Like is this?
00:23:14.856 --> 00:23:16.282
Why am I doing this?
00:23:16.282 --> 00:23:18.479
Has there been any mindset drama for you personally that you've been like I'm sharing this, like is this?
00:23:18.479 --> 00:23:18.461
Why am I doing this?
00:23:18.461 --> 00:23:27.765
Has there been any mindset drama for you personally that you've been like I'm doing this, but everyone's saying that's not what I should be doing or this is what I feel like I shouldn't be doing?
00:23:28.567 --> 00:23:48.375
Well, first off, I just want to say that, like when you said that clients should just know that is, it is so powerful because so many people are just losing business from this mindset of like, well, clients should just know that I'm the right fit for them.
00:23:48.375 --> 00:23:50.582
Clients should just hire me right away.
00:23:50.582 --> 00:23:57.486
They're not going to be good clients if they just don't get off the consultation call all of a sudden, book me and rush to pay me.
00:23:57.486 --> 00:24:00.301
And if they don't, then they're not a good fit for me.
00:24:00.301 --> 00:24:02.028
And that's not true.
00:24:02.028 --> 00:24:08.929
Like I had to look at myself and say like, okay, one, what is the structure of my consultation call?
00:24:08.929 --> 00:24:19.507
And like, how am I speaking to them and is the way that I am delivering information a good way to explain everything to them?
00:24:19.507 --> 00:24:30.280
And then after that you need to like say, okay, well, now, if they haven't booked me and I feel like I've done everything right, what is the next step?
00:24:30.280 --> 00:24:38.926
And I feel like I've heard a lot of people say like, oh well, I don't want to chase clients that don't be my value.
00:24:41.137 --> 00:24:42.240
I don't want to.
00:24:43.402 --> 00:24:46.768
I don't want to be the one like bothering them to hire me.
00:24:46.768 --> 00:24:48.517
They should be the one chasing me.
00:24:48.517 --> 00:24:51.663
And I don't believe that that's true at all.
00:24:51.663 --> 00:24:56.700
Like you are a business, it is your job to pursue a sale.
00:24:56.700 --> 00:25:13.721
And that was one of the main hurdles for me in my mindset, because I was like there's a lot of people that aren't really talking about this and who are just like, yeah, amazing clients will know that you're amazing right off the bat and it's going to be this instant click and connection.
00:25:13.721 --> 00:25:14.684
They're going to book you.
00:25:15.717 --> 00:25:20.421
And just in my own experience in my own business, I was like you know what?
00:25:20.421 --> 00:25:23.311
Maybe they saw my portfolio but they didn't get it.
00:25:23.311 --> 00:25:28.305
Maybe I went on the call with them and there's still like, maybe some unanswered questions.
00:25:28.305 --> 00:25:34.888
What can I do when I'm reaching back out to them and reminding them to book me?
00:25:34.888 --> 00:25:43.564
How am I going to be able to say that in an effective way that isn't just like hey just wanted to check in, did you see my proposal?
00:25:43.564 --> 00:25:48.481
Because at the end of the day, like those words, they do nothing for you.
00:25:48.701 --> 00:26:12.538
I mean, people will read that and it's essentially a rhetorical question and oftentimes they're not going to respond to that and us as service providers like when we don't hear back, it's very natural to be like, oh, I did something wrong, like I said something wrong on the call, maybe they don't like me, maybe they found somebody cheaper, maybe my prices are too high, maybe I need to lower my prices.
00:26:12.598 --> 00:26:35.242
And you go down into this just like spiral of self doubt and just being so worried about what you're doing that you're doing something wrong that people aren't connecting with you and in reality, you just need to nurture your clients and your prospective clients in a way that gets them to that next step in your process.
00:26:35.242 --> 00:27:11.429
And a lot of people are missing that because either they feel like they shouldn't be following up with their leads, they're worried that they're getting ghosted and that it's just more of like a victim mindset of like oh, like all my clients are just ghosting me, like they're the problem, they're unresponsive, and so it's really just like shifting your mindset to be like no, like I'm in control of this, like I have a way that I can turn this around for myself and I have the power to continue deeper conversations until people are empowered to book me.
00:27:13.049 --> 00:27:14.250
Such a good point.
00:27:14.250 --> 00:27:22.270
Like when you were talking, I was thinking there are so many different reasons why our thoughts affect what we actually end up doing right.
00:27:22.270 --> 00:27:30.561
So to your point of like you did something wrong and I know with my clients often I'm like but what if you did everything right?
00:27:30.561 --> 00:27:34.083
You just need to keep going Like, you just need to keep asking questions.
00:27:34.083 --> 00:27:45.659
You need to keep sharing the information you need to share, versus turning around and being like I love that you said this, because I've had clients tell me this all the time Well, if they don't want to book me, then I don't want them.
00:27:45.659 --> 00:27:51.694
In my brain, that doesn't ever make sense.
00:27:51.694 --> 00:27:54.902
That's more of your ego talking like 100%.
00:27:54.902 --> 00:27:58.209
Your ego is like well, they didn't want me, so I'm fine with that.
00:27:58.209 --> 00:28:03.247
I'm like no, they did want you because they booked the call one.
00:28:03.247 --> 00:28:07.605
Okay, they booked the call or they inquired about your services.
00:28:07.605 --> 00:28:08.957
They did want you.
00:28:09.999 --> 00:28:16.286
And your automatically assumption after whatever didn't happen, the way you thought it would happen, is they didn't want you.
00:28:16.286 --> 00:28:17.070
What if they just needed more you?
00:28:17.070 --> 00:28:18.657
What if they just needed more time?
00:28:18.657 --> 00:28:20.584
What if they had more questions?
00:28:20.584 --> 00:28:22.128
What if so many?
00:28:22.128 --> 00:28:29.635
What ifs about what the client might be experiencing, while your ego is over here thinking I don't want them because they didn't want me.
00:28:29.635 --> 00:28:35.920
Right, this second, and I always think about if we really give ourselves permission to think about how we buy different things.
00:28:35.920 --> 00:28:45.616
We realize that we don't always say yes to the thing that we actually want right off the bat, especially women, especially women, especially women.
00:28:45.616 --> 00:28:46.920
We definitely don't do that.
00:28:46.920 --> 00:29:04.965
So my question to you is in your business, when did you start seeing the shift of incorporating this follow up, connecting and nurturing process to start to really see oh, this is working and this, oh my gosh, like this is great.
00:29:04.965 --> 00:29:07.236
I have clients saying yes to me now.
00:29:07.236 --> 00:29:09.357
When was that moment for you?
00:29:10.439 --> 00:29:14.824
So that moment was in my own personal experience.
00:29:14.824 --> 00:29:26.183
I wanted to hire a videographer to film me, to shoot YouTube videos, and I had this idea in my head like I was willing to spend the money.
00:29:26.183 --> 00:29:38.270
I was excited I wanted to do it and I had reached out to her and she gave me a quote and then I was in that client that was like just went MIA.
00:29:38.270 --> 00:29:47.986
And it's not because I wanted to, it's not because I was being mean or rude or disrespectful, I just like every day was just something else.
00:29:47.986 --> 00:29:52.775
Like you have other things on your plate, even if you're not a business owner.
00:29:52.775 --> 00:29:55.284
Like even if you're talking to people with nine to five jobs.
00:29:55.284 --> 00:30:03.844
Like they're at work, they're coming home, they're making dinner, a friend calls them up, now they're going out, now they've lost a day to book you, right.
00:30:03.844 --> 00:30:17.680
And so oftentimes I feel like we just discount the fact that, like people just need time because they're busy and sometimes it's not that they haven't booked you because they don't like you or because they don't want to book you.
00:30:17.680 --> 00:30:23.240
They just got distracted by everyday life.
00:30:23.240 --> 00:30:29.544
And I realized that because it felt like every day it was like in the back of my head like, oh gosh, like I need to send my retainer payment, I need to tell her that I really want to do this.
00:30:29.544 --> 00:30:30.385
I'm so excited.
00:30:41.835 --> 00:30:43.140
And then, like I turned around one day and I was like, oh my God, like are we in so-and-so month?
00:30:43.140 --> 00:30:43.830
Like did I ask her about this Like two months ago?
00:30:43.830 --> 00:30:44.172
When did the time go?
00:30:44.172 --> 00:30:44.913
Like how did this happen?
00:30:44.913 --> 00:30:44.984
And all of a sudden, I was like you know what?
00:30:44.984 --> 00:30:46.121
Like maybe my clients are experiencing the same thing.
00:30:46.121 --> 00:30:48.009
Like maybe they really do want to hire me, but they're getting distracted.
00:30:48.009 --> 00:30:59.798
And I gave up on them because I never followed up with them, because I sent them one email one time and they didn't respond to it and I just assumed that they didn't want to work with me at all and that they booked somebody else.
00:30:59.798 --> 00:31:15.417
But in reality, like they would have booked me had I continued to nurture that relationship and just remind them in a way that felt natural and just was like hey, I want to give you more information, I want to continue this conversation.
00:31:15.417 --> 00:31:16.557
Are you ready?
00:31:17.239 --> 00:31:19.039
And so that's when I was like you know what?
00:31:19.039 --> 00:31:25.384
I know as a client, that I experienced this problem.
00:31:25.384 --> 00:31:36.191
So I know that my clients are experiencing this problem and I'm no longer going to be angry at them for getting distracted or getting busy.
00:31:36.191 --> 00:31:54.002
I am going to actively just talk to them and say hey, just a reminder, but do it in a way that actually helps them make that decision and not just sending an empty follow-up email, which is what everybody is doing.
00:31:54.002 --> 00:31:59.925
Because when you ask something like hi, I'm just following up, did you read my proposal?
00:31:59.925 --> 00:32:01.738
It's an empty email.
00:32:01.738 --> 00:32:06.877
Essentially there's nothing there and so there's no reason for them to respond.
00:32:06.877 --> 00:32:15.605
And then on your end you're getting discouraged, like, oh, they're not a good client, they're not responding, but in reality you're not giving them anything to say.
00:32:15.625 --> 00:32:20.936
You're not giving them anything to say, yeah, you're not having a conversation.
00:32:20.936 --> 00:32:30.770
It's like putting up a spine on the wall and I think about you, remember back in the day when you I guess people probably still do this but you get a little paper, you put whatever you have.
00:32:30.770 --> 00:32:37.122
You have those little tabs you take away because it has like a phone number or something on it and they take away and they're supposed to call you.
00:32:38.557 --> 00:32:40.060
I was thinking about that.
00:32:40.182 --> 00:32:56.884
Yeah, those bulletin boards, and I'm like I think that's what happens when we incorporate follow-up emails like the automated follow-up emails that are not tailored to the client, like it's not tailored to what you know, especially if it's a client you actually spoke to and spoke with.
00:32:57.045 --> 00:32:58.468
I think that's really important.
00:32:58.468 --> 00:33:12.685
I think sometimes and I'm saying this in the age of AI, right, but even AI has figured out that you have to take the information that a client has told you and, like, incorporate that in the follow-up.
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