Summary: <b>Use the timestamps below to guide you better as a leader or individual:</b><br><ul> <li> <b>Clients' loss and retention.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=1s" target="_blank" rel="noreferrer noopener">0:00</a><ul> <li>Client loss and retention, repeat customers, and customer loyalty.</li> <li>Why businesses struggle to keep repeat customers.</li> </ul> </li> <li> <b>How to keep repeat customers.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=122s" target="_blank" rel="noreferrer noopener">2:02</a><ul> <li>The importance of having repeat customers.</li> <li>The number one reason why people don't have customers.</li> <li>Loyalty from customers even when things go wrong.</li> <li>Understanding the resiliency of the client.</li> </ul> </li> <li> <b>Why do leaders struggle to keep repeat customers?</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=324s" target="_blank" rel="noreferrer noopener">5:23</a><ul> <li>Widespread impact on people's businesses.</li> <li>Companies have a 60-70% chance of selling to existing customers.</li> <li>65% of a company's business comes from existing clients.</li> <li>72% of customers switch to a competitor after one bad experience.</li> </ul> </li> <li> <b>Selling to current clients.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=536s" target="_blank" rel="noreferrer noopener">8:56</a><ul> <li>The one caveat, keep in mind the stats are averages.</li> <li>The first purchase is a high-end purchase.</li> </ul> </li> <li> <b>Things that hold leaders back.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=640s" target="_blank" rel="noreferrer noopener">10:40</a><ul> <li>Things that hold leaders back.</li> <li>Mindset is the key to business growth.</li> <li>The lack of care about customer service.</li> <li>Money and greed are more important than service.</li> </ul> </li> <li> <b>The importance of customer support.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=950s" target="_blank" rel="noreferrer noopener">15:50</a><ul> <li>Dunder Mifflin vs staples and office.</li> <li>The three rules of a real estate agent.</li> <li>Rule one, a strong onboarding process.</li> <li>The first impression is a lasting one.</li> </ul> </li> <li> <b>What does it mean to have a good rapport?</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=1181s" target="_blank" rel="noreferrer noopener">19:41</a><ul> <li>Trust is the heart and soul of relationships with clients.</li> <li>The importance of rapport.</li> <li>Treat every experience as a one-off sale.</li> <li>Create walking billboards.</li> </ul> </li> <li> <b>The importance of high-quality communication.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=1497s" target="_blank" rel="noreferrer noopener">24:57</a><ul> <li>The biggest reason why clients bail after onboarding.</li> <li>Rule two is high-quality communication.</li> <li>Unsubscribing from marketing emails, but keeping them coming in.</li> <li>Keeping the quality flowing.</li> <li>Communication is a big part of client retention.</li> <li>One of the biggest issues with retention.</li> </ul> </li> <li> <b>Setting expectations for a one-off product.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=1933s" target="_blank" rel="noreferrer noopener">32:13</a><ul> <li>Disagree with everyone on this podcast episode.</li> <li>Expectation setting even with a one-off product.</li> <li>How to build trust and rapport with one-off products.</li> <li>The importance of being intentional and intentional.</li> </ul> </li> <li> <b>Managing client outcomes and expectations.</b> <a href="https://otter.ai/u/BZdbkBWX3oM_sFp2UDxH1HpoX7Q?tab=summary&t=2121s" target="_blank" rel="noreferrer noopener">35:21</a><ul> <li>Rule three, managing client outcomes.</li> <li>Having a strategy for the customer's journey.</li> <li>Investing in...</li> </ul> </li> </ul>
