Gill Moakes 0:00
Welcome to the Heads Together podcast.
Gill Moakes 0:06
Could you see I'm happy with that? Yep. On the jazzy scale pretty good. So I want to talk to you this week about something that or it could turn into a rant, I'm gonna give you the rant warning. Yep, yep, this is a definite danger of rant ahead, warning. What I want to talk to you about this week is around the most important thing in your business. And that is your clients, and how you serve your clients, because I just want to reiterate that your clients are the most important thing in your business. Nothing else that you work on, is more important than serving your clients. Okay, so that's the paradigm that I want us to be looking at this topic through.
Gill Moakes 1:08
Welcome, welcome to the Heads Together podcast, I'm Gill Moakes. And I am obsessed with cutting through the noise when it comes to growing your business each week via intimate coaching conversations and inspirational stories, I share what it really takes to get the results you want, in a way that feels right to you.
Gill Moakes 1:31
I am all about attracting higher ticket opportunities, building authentic relationships, and creating the abundant full fat version of your dream business. I mean, how many of us have even away creating a light version of what we really want? The thing is, I honestly believe, when you're outstanding at what you do, there is no limit to what you can achieve. So are you ready to put our heads together and make it happen? Let's go.
Gill Moakes 2:11
The reason I think this is really episode worthy, is that what I see happening? And this isn't in just one industry, whether you are a coach or consultant, whether you own some kind of agency, whatever service based business you have, I see this happening. And that is where your eye is so strongly attached to your marketing process, and your sales process, right. So to grow your business, of course, you need to focus on sales and marketing. Absolutely. However, something's happened in the last few years, particularly in this digital age of marketing now, where we have all turned ourselves into these mini marketers. And we spend a lot of our time and our bandwidth focusing on how to grow our businesses. So that what happens is that when we sign up a new client, it's confetti, champagne rainbows, we're patting ourselves on the back that all of that content creation was worth it, the networking, all of those relationships, we've been nurturing. It's all worked. You've done it, you've signed up a high ticket client, perfect, brilliant. Job done. Okay, back out on the hunt for the next one. Does that resonate with you because it's like this cycle of being out on the hunt for a new client, doing all that work, creating all the content posting network in DMS, talking podcasting, whatever it is, then you get what you consider to be the price signing up the client. And straightaway the cycle starts again. It's a massive problem, actually. And that is that when your prospective clients are getting more of your attention than your actual clients, there is something very wrong, the balance is completely out of whack. So when we see enrolling a client as the summit, as the box being ticked, the clock being reset, and we're off scanning that landscape again for the next ideal client. Right? I want you to think about that. And I really, really urge you to stop and think really deeply about this because when you sign up a new client, that is the beginning of the real nurturing work, not the end. That's not the time to take your eyes off of that client to start scanning again for the next ideal, perfect prospect. Right. Signing up a new client is when they should become the absolute focus of your attention.
Gill Moakes 5:00
And I see complacency creep in around the serving of our clients. Right. But listen, from the moment, a prospective client utters those bloody awesome words that you've been longing to hear, which are, absolutely, I mean, I want to work with you, they should then feel like they have been elevated into your world, they should feel completely seen and heard and loved by you, at a new level. And next level, not at the level that you've been treating them as a prospective client, something special needs to happen when someone becomes a paying client. So think about what that can be. And there's lots of ways you can do that. There's lots of ways that you can really bring your clients into your world and make them feels special. Often it's about over delivering to them going above and beyond what you promise them, and kind of really over delivering in a way that they've never experienced before and could never have anticipated from you. Giving someone a next level experience should always be a surprise to them. It should always be more than they were anticipating. It could be emailing to check in on them between your sheduled calls with them. It might be supporting them all over social media, you know, become their biggest cheerleader. Is it sending a physical gift to welcome them as a client? It could be that but think outside the box, think about what is that thing you can do that they won't be expecting the thing that will absolutely blown away and make them feel really special.
Gill Moakes 6:50
Yeah, it doesn't have to be a great big grand gesture either. Sometimes, like I say, it can just be an email, if there's something that they talked about in their first session with you then before the next session, just drop a little email on it, just say listen, I've been thinking about you. How did that go? How was it? And I think things like that can just count for so much in a client's mind in terms of their experience. I've always wondered about sharing this, because this is a definite personal opinion of mine. But it isn't a popular opinion. And I know that a lot of people are going to throw their arms up and say,
Gill Moakes 7:33
No, don't do it. But I am going to share this with you anyway. Because it's the way I operate in my business. And I have an incredible successful coaching practice. So why would I not share something that has been part of me building this business. And that is, when it comes to having a high ticket business model.
Gill Moakes 7:58
I want you to rethink the Uber strict boundaries that you've been nagged into putting into place. Okay, you will have heard from so many directions, you've got to have very strict boundaries, make sure that if your call is due to end, at eight o'clock, it ends at eight o'clock on the dot, make sure that, you know if a client cancels within 24 hours, they forego the session, etc, etc. I am a huge believer that if you want a high ticket business model, you need to widen your boundaries. Everything that I tend to talk to you about at some point, it comes back to your money mindset, you need to make the price you charge your clients such that you're happy to have wider boundaries, you need to charge in a way that makes it a no brainer for you to go above and beyond to be flexible about the rules to be softer around the expectations than you would be if you were still selling a low ticket small margin offer. I say all the time because it's true. You can charge whatever you like, as long as you are delivering that level of value of service. They have to relate to each other. The amount you charge has to relate to the value you deliver. It doesn't have to relate to the time you invest. It doesn't have to relate to what it costs you to provide a particular service. All of those things were irrelevant, but it does have to be absolutely commensurate with the amount of value you deliver to your client. Right. If someone has invested significantly to work with you, then that level of service and attention to detail that you offer needs to be in
Gill Moakes 10:00
Next level, it has to reflect the amount that they've invested.
Gill Moakes 10:06
And I think making your clients that number one priority in your business, really is the secret to having a business that allows you to choose who you want to work with. That is one of my absolute non negotiables. I don't ever want a business model where I can't be choosy about who I work with. Think about past experiences you've had with clients, when you've had that nagging feeling that there's something misaligned. But for whatever reason, whether it's a lack money mindset, or whatever it is, maybe it's under charging, whatever reason you take on the client anyway. And it always without fail, does not come to a happy ending. So for me, Part of my reason for making my clients my number one priority, my existing clients, not my future clients, not my past clients, my current clients are my number one priority above everything else. And that is because I want to always be able to choose who I work with. And it empowers me to be able to do that. Because I can charge according to the value I deliver to those clients that I adore. Right. When you make your clients number one, it means you can strip back your marketing. And when you strip back your marketing in and what I mean when I say stripped back it or we wild it, whatever you like to call it, I mean, cut away the stuff that really isn't needed the stuff that isn't moving the needle and just create a very simple but consistent marketing plan. And the reason you can do that if you make your clients your number one priority is because most of your clients will now be referred to you by the existing clients that you've been prioritising and servicing at this elevated level. Okay, I know some of you listening, I bet loads of you are thinking, Joe, why are you telling us this, it's so obvious, I already do this. But think about it, this isn't just one side of the coin. It's not just over delivering to your clients or or giving your clients this really high value service, right? It's about charging at a level that allows you to build in an exceptional client experience. There's a difference there, what your charge will determine the kind of service you can offer your clients. So for example, if like me, you love coaching one to one, or working with clients on a one to one basis, I love that it isn't necessarily always the only way to work with me, I occasionally bring out courses or do workshops, things like that. But for the most part, where my heart and my passion is is my one to one coaching.
Gill Moakes 13:12
And here's the thing, there are a lot of coaches out there who would have to work with a lot of clients at the level they currently charge to be able to bring in the goals that they've set for themselves around revenue. Okay, I deliberately set my pricing at a level where I can work with a smaller number of clients at any one time, so that I know I can deliver an exceptional experience to each of those clients so that each of those clients gets undivided attention from me. Because I know that's what moves the needle in their businesses. When I get under the skin of a client's business, and really understand the moving parts and can make suggestions and can help them come up with the strategies to move things forward. That's when they start getting the results. Everything that we've talked about today really is about money mindset. It's so things so often come back to this about valuing what you do, being confident enough to charge at a level that allows you to build that truly exceptional client experience. All underpinned by that money mindset.
Gill Moakes 14:29
And actually, if you think about it, it is that scarcity mindset that has you compelled to keep heading back out on the hunt as soon as you sign up a new client, right? How many of you can relate to that? It's almost like you can't even really celebrate signing up a new client. Because straight away the money mindset monkeys are in your ears saying you can't sit back on your laurels keep going you've got to find the next one and straight away your attention is diverted away from giving the
Gill Moakes 15:00
Clients the most incredible onboarding service, for example, please, please work on that money mindset so that you begin to value your worth. So that you can charge for the true value that you're capable of delivering. That's what's important. High Ticket must equal high value. And, you know, putting in the work around that money mindset, honestly, it's gonna absolutely pay dividends when it comes to creating the high ticket and high value offer for those perfect clients. If you've done the work that I always talk about, which is getting to know and understand your perfect prospective clients, as well as they know themselves, if not better, then working on your own money mindset is really going to set you free to be able to create a very high value offer. For those clients, the thing that's going to astound them the thing that's going to blow them away the thing that's going to have them talking about you to everyone in their circle, and referring you whenever they can, because it will look good on them. Because they know they're confident that you're going to deliver this next level service to anyone that they refer you to.
Gill Moakes 16:16
So if this is something that you want some help with,okay, there's a couple of things you can do, I'm going to put a link in the show notes to download the money mindset workbook, which is a really good one is a freebie, just download it. But it is a particularly meaty freebie in that it really walks you through how to reframe those black scarcity, mindset, money stories that you grew up with. And it also just gives some perspective around why it's important to charge according to your worth, according to the value you deliver. The other way that I can help you is that you can apply for a breakthrough session with me, these are completely free, they are no charge, they are a full 60 minutes of business coaching, okay, that's why I get you to apply for it because I can't possibly fill up my calendar with these. If you're listening, I really invite you to apply for one of these sessions. Business Coaching can be expensive one to one, business coaching, high ticket business coaching, it's not a small investment in your business. And in my opinion, it's the thing that really moves the needle above everything else, you know, forget group coaching all of those things. You know, please don't come at me for that. But I'm sorry, in my opinion, one to one coaching is the thing that really makes the difference. So if you want a taste of that, if you want to feel what it's like to be coached one on one for an hour, apply for a breakthrough session. And again, I'll put the link for that into the podcast as well. All right, I don't think that got us ranty as I thought it was going to, I don't feel like that was too ranty Hope everyone's settling into the new year. Well now. I just honestly don't you love it. I love this blank sheet of paper ahead of us for this year. It's gonna be a really good one, everyone. Let's make it a really good one. It's within our power. Alright, have a fantastic week, and I'll see you again. Same time next week. Bye for now.
Gill Moakes 18:30
I hope you enjoyed this episode, and that getting our heads together this week has filled your mind with what's possible. If you love the show, would you do me a massive favour please? Would you leave a five star rating on Apple podcasts? It would really help you put more heads together, reach more ears and expand more minds. Until next week. Bye for now.
Transcribed by https://otter.ai