It’s What To Say Wednesday and today we’re digging into what you say when your client says, “this is nothing new” Stay tuned.
Welcome to the Client Whisperer Show. I’m your host Tony Banta and I am the Client Whisperer. I’ve spent over a decade running multiple six and seven figure client businesses and I’ve learned that the secret to success in a client business comes down to one thing, leadership. Bad client behavior is the enemy. And with the right curriculum, infrastructure and mindset, you can lead your clients to great success and scale your business the easy way.
So, I have a friend named Taylor and she’s famous you could say for saying, “haters gonna hate, hate, hate, hate, hate.” Clients sometimes do this. We talk frequently in some of our solo educational episodes around this idea of the, the whole strata of clients, the whole full spectrum, if you will of clients that are going to come into all of our programs.
Whether it’s a coaching consulting program or whether they’re an agency client. The reality is every client is not made the same and we might miss the forest through the trees sometimes or miss the trend or the groups because we’re focused on the individual. But when we look at the array of all of the clients that we have over time, and we’ve looked at this with many, many clients, what we see is, that there’s always groupings that usually match the same percentages. You have 10 to 20% of clients on the low end where it’s very difficult to help them get results. You have 10 to 20% of clients on the high end where they’re going to do great almost no matter what we do, and then we have the messy middle. We have the people in the middle. So certainly a percentage of people who are going to throw shade, if you will, with a question like “this is nothing new.”
Some of those are going to be in, in the lower performing clients. Some of those are going to be people who are highly educated, highly critical. They have seen a lot and they’re looking at it saying what that’s really saying when they say that is, I don’t think this is going to work. I don’t think that this is, I don’t think this is significantly different enough from what I’ve seen or done before and that’s really valuable. That’s really valuable to know that that’s what they’re thinking because if that’s what they’re thinking, then we can, we can dig into that. We can either give them training to help them think about these things in better ways because 100% of clients who don’t think that something that they need to do is going to work, ever get results. It’s true. Skepticism can be a great thing, can be super helpful.
It can be super healthy, but we’re talking about something other than skepticism. We’re talking about, I don’t think that this is sufficiently different than the last thing that I tried to do. I don’t think that this is going to work. And when a client says that the only option for us to do and we script through these, you may find that that there are some frequent there are some frequent responses. If you’ve listened to all of our what to say Wednesdays. If not, I definitely recommend going back and checking some of them out because it will make you a better leader of your clients and your revenue, your lifetime client value. All of those wonderful metrics are, they are directly proportional to your willingness and your aptitude as a leader. So when someone says, I don’t think this is going to work, this isn’t anything new than what I’ve tried before. Instantaneous response. What do you mean? They might come back with something of, well, you’re asking me to do X, Y, and Z. That’s exactly what the old guy, the old gal said to do. How is this any different?
Did they have the same five step process? I’m trying to understand what you’re, you know, what you’re getting at. They have the same process. Are you clear on, on why what you tried before didn’t work or did you just run out of support and help from that leader? Silence.
Sometimes you’ll get silence. Sometimes you’ll get a variety of responses around the way. But the most important thing is that you show that client with what you say next. You’re not going to just gonna push me over. You’re not, this isn’t, this isn’t a money grab. Right? Cause that’s in so many clients that’s in the back of their mind, did I just invest in this and am I a sucker? Are they going to try to pull one over on me? Why could people possibly think that? Do you know anyone in your market who charges money and doesn’t give them a great result or who takes their concerns and gives them a blending of the truth as a response back or straight out lies to them?
Have you ever heard people in your industry do that? Have you ever seen examples where people do that? Have you ever, have you ever had a client come into your program come into you worse off then where they were a few years ago because they worked with someone before you. That’s how they could think that. It’s not a mystery. It’s also an amazing opportunity because if you shy away from that question, even for a few seconds, to the client, that leaves that potential open in their mind of, Oh, maybe they are, Oh, maybe this is a problem. Maybe I made a mistake. The worst thing in the world that you can have is a client who’s working through your program, wondering in the back of their mind if they made a mistake.
Now that comes from several different places of why they might feel like they made a mistake and you can’t necessarily affect all of those things, but what you can do is you can lead the clients when this question shows up. So first and foremost, be unwavering in your initial response back to them. Second of all, dig in for more information. That’s part of being unwavering. I was on a call with a client the other day and they said to me how, how they dreaded calls with clients where the clients were unhappy or where something was wrong. And I was like, ah man. That’s where I eat lunch. Like that’s where I live, that’s my turf. Why? Cause rarely is something wrong with the client because it’s our fault. That’s not to say that I mind if it is.
If it is, that’s great and I’m going to say probably never has there been a situation with a client in our business. I’ve certainly seen some examples in other businesses where it there just as a mistake and you need to make amends and you need to ask for, you know, you need to apologize. You need to then you know, follow through on the amends by actually fixing whatever was wrong. But I don’t think there’s ever been an instance in our, in, in The Client Success System®, in our programs, our suite of offerings where we’ve had a situation where we’ve made a mistake and it’s been solely our fault. We’ve certainly made mistakes, but the weight that the client puts on that often goes back to some things that are the client’s responsibility and if I ignore that, if I ignore what is the client’s responsibility because I feel bad about my own responsibility or I feel like I like, like maybe if I don’t hold them accountable, they won’t hold me accountable.
That is client service sinning right there, front and center. If you do this, then you sacrifice your right to complain about your clients or your client results or your lifetime client value. If that’s the mode that you’re in and it’s not that I don’t understand how you could feel that way. I totally understand that you could feel that way, but that’s called leadership is doing the right thing even when we don’t feel that way. Critically important. Now, what do you say this case? You dig into why they feel that way. You show them that you’re not afraid of that question. You show them that you show them the areas where this is different, what you’re asking them to do than what has been there before. Usually it’s a matter of, look, we need you to do these things. We need to to go through these things that we can get enough information to roll into the next phase of the program where you’re going to experience results.
And if somebody did that before, very sorry and, and it proved to be wrong. I am sorry, as somebody in this industry who wants to see you happy and successful, but they’re not us. And I need to ask you, and this is the key sentence right here, I need to ask you for your permission, for your affirmation that you’re going to let that go. Cause your chance of being successful in this program if you’re holding onto what didn’t work before is really low. Do you think that you can be willing to do that? If they’re the least bit hesitant, take them back to their why. Take them back to why they signed up for your program in the first place. Was it one of the, that they wanted to grow their business, that they want a more balanced in their life, that they wanted to be healthier, that they wanted, that they, that they wanted to, to stop having everything feel so hard? Take them back to those reasons and then say in service of this end, in service of getting you use their words right back at them in service of helping to get you these words that you use to describe what you wanted.
Are you willing to at least let go of that temporarily? And we’ll come back to this in a few weeks and we’ll see if you feel any different? Because if we come back in a few weeks and you’re not doing anything different than the results are almost certainly going to be the same. Are you willing to try that? Are you willing to try something? You’re willing to try this, try something different? By then they’re probably saying yes. If they’re not, well that’s the topic for another What To Say Wednesday, I’ll see you next Wednesday and I’ll see you on Friday for another educational episode. I can’t wait. See you soon.