This is an important topic. Very important.
If I had only one post that I could put up on this blog, this would be it.
Typically, my clients will ask me how much to charge for services, products etc… and they already have an ideal profit margin in mind and expenses figured out.
But I rarely hear…
“Joe, this is the value I am delivering a particular client/customer, this is the service I provide with that value…how much would that value and service be worth?”
This person is thinking of people, and how best to serve them first…then thinking of placing value on that service of people in his/her market.
But it would be even better to hear…
“Look Joe, my main concern is how much value I am offering my market, and how my product/service will enhance the lives of the people in that market.”
The profits will come. Of course I am not suggesting that you quit watching your profitability, that would be foolish. What I am suggesting is that you focus on how your products and services can deliver value to and enhance the lives of the people who use them.
And over deliver on that value. Give people more than they expected without advertising it. Pay that vendor a little bonus once and awhile for meeting those demanding deadlines that they stay up until 3am to meet for you.
Package some additional bonuses with your service or product that make it irresistible. For internet marketers, this does not include a huge package of recycled PLR e-books. Be more creative than that. As a quick example, any client that uses my services can send me an email once a month that I provide specific coaching on, for life.
Yes, that means that I have to fire up my computer and one day out of every month I invest to coach my clients on specifics related to their businesses. I call it investing in my clients, and I don’t stop there.
I might add an extra autoresponder message to a package of eight to sell a product…perhaps throw in minor editing for the life of the copy.
But there is much more to it than that.
You have to back up all your extras with quality service. Answering your emails, returning telephone calls in a reasonable timeframe, etc…
If you outsource your customer service, ensure that the agents in your customer service area are trained to respond to inquiries of any type, no matter how urgent they seem to be, within 24 – 48 hours (or less, depending on the nature of your service, your customers depend on you to help run their businesses too).
I guarantee that most of the customers that receive bad service will not tell you about it. They will simply tell other people about it.
If you are fortunate enough to actually receive feedback from a demanding customer, do your best to understand your concern, and perhaps take their feedback to heart and improve your operation.
My operation is not perfect, and neither is yours. We can all improve our businesses, no matter how successful we seem to be (the customer doesn’t care how successful you are by the way).
Well…that is it. If are already grasping the meat of this concept, congratulations…and I want to do business with you.
If you are not, grasp it today, because in the upcoming years, any business that does not grasp the concept of delivering enhanced lives to their clients or customers…well…