Episode 82: Improving the Customer Onboarding Experience With Cristina Samoila

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(upbeat contemporary music)

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- Welcome back to the "Get
Unstuck & On Target" podcast.

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I'm Mike O'Neill with Bench Builders,

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and we help growing companies,
especially manufacturers,

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improve their people,
process, and planning systems

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so they can scale smarter and faster.

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Joining me from Bucharest
is Cristina Samoila.

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Cristina is the founder of BeeProductive.

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She helps motivated entrepreneurs
build strong foundations,

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to allow them to scale to
seven-plus figures and beyond.

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One of Cristina's specialties
is helping her clients

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improve the customer experience.

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She does this by helping them plan

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and build great customer experiences

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throughout every stage
of the sales process.

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But today, we're gonna focus primarily

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on the early stages of
working with a new customer.

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Welcome, Cristina.

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- Hey Mike, that was an amazingly warm

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and kind introduction.

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I'm happy...
- Well, I'm looking forward

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to our conversation,

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because we're going down a path

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that we really have not taken before.

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And before we do that, I also
wanna do another shout-out.

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And that is, I have another Christina,

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Christina Hooper with Sparkitive to thank

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for kinda making this introduction.

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Her Superpowers Into Sales program

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is what brought Cristina and me together.

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And so, I wanna thank that Christina,

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as we go back to setting
up for our conversation.

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You have expertise in a number of areas,

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but it seems as if so much emphasis

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is placed on finding the customer.

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And when you've got that customer,

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it's just assumed that
bringing them on board

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is gonna be straightforward, no big deal.

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And it's really that onboarding experience

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for a new customer that I'd like

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to kinda spend our time on.

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- Perfect, yeah, and
you're absolutely right.

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A lot of people spend
like 80% of their time

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on how to acquire a new customer.

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And then once that
customer has been acquired,

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they're like, "Yay, now we can
celebrate, the work is done."

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Whereas the truth of the matter is,

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the work has just started.

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Actually, if you're familiar

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with the customer buyer's journey,

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which I think you called it,

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it's a process basically,
is what you called it.

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But it's adapted from a book called

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"The Seven Levels of Intimacy."

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- [Mike] Hmm.

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- And what it basically tells us

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is we have at least
seven levels of intimacy

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with everybody that we
interact with in our lives,

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and that includes our customers.

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So if we were to transpose that into,

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what are the seven steps

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from when somebody first hears about you,

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all the way to the point

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where they're your most avid advocator,

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then there's a journey that
you have to go through, right?

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And surprisingly, someone
becoming a customer

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is only a little less than
halfway there, actually.

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So it's like the fourth
step of the journey,

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not the last one.

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And a lot of people are
just like stopping there,

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or they're like trying to skip steps,

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and like, "Okay, now I have a customer,

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all I need to do now is
get them to buy more."

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Well, actually, you're missing

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a few of the steps in between.

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So, that's kind of what
we're here to talk about.

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What happens once you
acquire that customer?

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What are some of the missed opportunities

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that I see a lot of people just overlook,

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and just how you can make that
process a little bit better,

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so you can turn more of your
customers into rabid fans.

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- So Cristina, when you
and I discussed prior

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what we might talk about,

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in the idea of onboarding
a new customer came up,

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I immediately seized on that,

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in large part because the parallel

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is when companies hire employees,

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they spend all their energy hiring them.

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And then, before you know it,

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they've throw them through
kind of an orientation,

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and they give very little attention

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to bringing that new employee along.

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And I don't know if this
holds true in customers,

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but the highest likelihood of turnover

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for an employee is in that first 90 days.

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And so, employers, we
kinda put a check mark,

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got that person hired,
move on to the next.

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When you said that from
a customer standpoint,

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you said that there's
seven levels of intimacy,

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and that applies to even customers.

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What is kinda the process?

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If you are advising your clients

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of how to correctly
onboard a new customer,

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walk us through kinda
what those steps might be.

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- Perfect, well, so I like to think

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that there's two kind of aspects,

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fundamental aspects to onboarding.

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There's obviously the technical aspect,

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which everybody kind of nails that down.

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Like they have their own processes.

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So I'm not gonna focus a lot on that,

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but it's basically your
agreements, payments,

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setting them up in all of
the different softwares,

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and delivering the service,
and so all of that.

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But the more important
aspect is the human aspect,

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which is a little bit like
welcoming somebody new

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into your family.

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Like if somebody in your
family had a child, let's say,

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then you know how you
do, or like got married.

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So there's a new person

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that you have to kind
of bring into your fold,

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and make them be a part of the family.

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And you know that work doesn't stop

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once the marriage ceremony is over, no.

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There's a continuous effort
on everybody involved

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to make sure that that
person feels welcome,

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not only in those first 90 days,

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but throughout all of the time

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that they're gonna spend in your family,

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which is hopefully forever, right?

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So with that analogy in mind,

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I think the most important
place for people to start with

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is for everybody who's
already thinking about this,

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I wanna congratulate you already,

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because what most people don't,

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like where most people go wrong

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is they don't actually even
start putting thought into it.

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They just like, "Oh, we acquired
the customer, we're done."

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If you are already starting
to think about it and be like,

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okay, how can we make this better?

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How can we make sure our
customers like us and trust us

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and will stay with us for a long time?

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You're already taking more steps

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than probably 50% of the people.

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- Hmm.

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- At least from my experience,

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so, I'd like to just
acknowledge that for a second.

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But second, similar to how
a child would like start

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their first year of school,

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you gotta prep them a little bit.

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So, once somebody has become your client,

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the most important thing
you can do is make sure

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that they kind of know
the lay of the land.

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They know what to expect from you.

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So setting the right expectations
as upfront in the process

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as possible is key.

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And that is not just
like, you can talk about

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what they can expect with delivery times,

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because especially in your industry,

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it's not like you're going
out and buying bread,

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you're paying your money,
you get your bread,

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you leave, done.

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There's a cadence there,

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there's like, oh yeah,
you're buying something,

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now we have to go through
the manufacturing process,

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the packaging process,
the delivery process.

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There's all of this lengthy
process that is involved,

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which the more it takes for
you to deliver your product

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to the door of the customer,

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the more you give your customer time

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to ask himself questions of like,

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"Hey, I wonder if this is on track,

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hey, I wonder if they've
forgotten about me.

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I wonder if everything
is going as planned.

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I wonder if they remember that I asked

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for this one specific little thing

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and they promise that they
would accommodate me."

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And the last thing that you wanna do is

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one, never address those questions,

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even if the customer
doesn't end up asking them,

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sometimes they don't,

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sometimes they just
keep them in their head

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and we on the other end,

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like, well, he's not asking anything,

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this will almost be good.

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That's not exactly true.

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But if you can ahead of time kind of try

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to assuage these kinds of
thoughts from the customer's mind

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and be like, hey, look, you can expect

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the next communication
that we initiate with you

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to be in like two weeks from now,

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when we've hopefully got the
raw material in our factory,

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or I don't exactly know
what the process is,

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but for everybody's a
little bit different,

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but like here's a roadmap,

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here's your 90 day roadmap

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since we put forward
the 90 day timeframes.

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Like in 90 days, here's
how I'm gonna get you

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from where you are now,
you just signed a contract

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to you have the product in your hands

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and you are now ready to do
whatever you wanna do with it.

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And you've gotta provide
that to your customer

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and not expect them to get it.

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You know how in sales, we talk
about how we wanna make it

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as simple as possible for our customers,

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as frictionless as possible,

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we wanna get them to spend
as little mental calories

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as possible understanding our message

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and our value and our offer,

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well, the same stands true with
onboarding and delivery too.

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You don't want the customer
to spend a lot of time

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thinking and trying to
understand the product.

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In fact, the main reason
why onboarding clients

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and employees leave after 90 days

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is because they didn't understand.

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They didn't understand something.

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As customers, they
probably didn't understand

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how to use your product or service.

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You may have delivered it perfectly

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in the timeframe that you promised them,

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at the level of quality
that you promised them,

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it solves every problem that they have,

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but if they don't know how to use it,

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it's gonna be useless for them.

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And if they're not using it,

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they're gonna end up returning it

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or just not working with you anymore.

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Same with employees, if
with if within 90 days,

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they feel like they're
not doing a good job,

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like they don't have the right support

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to know where to go to ask some questions

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about how to do their job,

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if they don't know what they
need to do every single day,

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if they don't feel like
they've found their place

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and their routine inside of your company,

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they're gonna leave before you
have a chance to let them go.

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- So thus far, you stress
how important it is

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when you have a new customer

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to set expectations up front,
you use the word roadmap,

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which I think was really powerful,

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and that is by sharing
with this new customer

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a bit of a roadmap as to how
this relationship can be best.

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It means setting expectations,
not only around timelines,

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but also communication so they'll know

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how regular they should
expect to hear from you.

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So the roadmap that you're
recommending to our listeners

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is set those expectations up front

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that should include
timelines and communications.

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And that term communication
keeps coming up,

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and that is it's a new relationship.

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How important, particularly
early on in the relationship

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is it to be for lack of a better term,

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fully transparent with this new customer.

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- 100% important.

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So, one of the biggest mistakes
that I've seen people do

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with onboarding, for example,

257
00:12:38,820 --> 00:12:41,820
and one of the reason why
most people hire is like,

258
00:12:41,820 --> 00:12:43,830
hey, I wanna automate my onboarding,

259
00:12:43,830 --> 00:12:45,600
I wanna automate some processes,

260
00:12:45,600 --> 00:12:48,810
I wanna stop doing so
many things manually,

261
00:12:48,810 --> 00:12:50,289
which is a great thought,

262
00:12:50,289 --> 00:12:54,690
but what I've noticed most
people do is they go to this step

263
00:12:54,690 --> 00:12:58,050
before they actually have the right

264
00:12:58,050 --> 00:13:00,990
onboarding processes set.

265
00:13:00,990 --> 00:13:02,220
They wanna automate something

266
00:13:02,220 --> 00:13:04,143
that's not completely optimized.

267
00:13:05,100 --> 00:13:10,100
So, what I'm trying to
say is in the early stages

268
00:13:11,070 --> 00:13:12,720
of a customer relationship,

269
00:13:12,720 --> 00:13:17,720
over communication what
is way more acceptable

270
00:13:19,200 --> 00:13:20,798
than no communication.

271
00:13:20,798 --> 00:13:24,960
Nobody's gonna get mad at you
if for the first two weeks,

272
00:13:24,960 --> 00:13:27,960
you end up emailing
them three times a week,

273
00:13:27,960 --> 00:13:32,960
if obviously the message is
actually important and relevant,

274
00:13:34,560 --> 00:13:39,540
but you don't want two weeks to pass

275
00:13:39,540 --> 00:13:41,220
since they've signed a contract

276
00:13:41,220 --> 00:13:43,410
and they don't know what
you're supposed to be doing,

277
00:13:43,410 --> 00:13:45,930
they don't know what they're
supposed to be doing,

278
00:13:45,930 --> 00:13:48,390
they don't know when you're
supposed to contact them next.

279
00:13:48,390 --> 00:13:51,180
So, communication and
even over communication

280
00:13:51,180 --> 00:13:54,390
at this early stage is acceptable

281
00:13:54,390 --> 00:13:56,223
or recommended and encouraged.

282
00:14:00,070 --> 00:14:02,343
And a lot of people, for example,

283
00:14:04,350 --> 00:14:07,470
sometimes things don't
go as planned, right?

284
00:14:07,470 --> 00:14:10,500
Sometimes we promise the
client, hey, in two weeks,

285
00:14:10,500 --> 00:14:13,050
I'm gonna be able to
deliver this thing to you,

286
00:14:13,050 --> 00:14:16,800
whatever it is, and you're
about a week and a half in,

287
00:14:16,800 --> 00:14:19,560
and you realize, yeah,

288
00:14:19,560 --> 00:14:23,100
so it looks like there's
been something happening

289
00:14:23,100 --> 00:14:24,900
and it's not gonna get delivered

290
00:14:24,900 --> 00:14:27,090
in another half a week, right?

291
00:14:27,090 --> 00:14:32,090
So, we try and like, oh my God, let's rush

292
00:14:32,280 --> 00:14:34,180
and see if we can do this,

293
00:14:34,180 --> 00:14:38,130
and on the last day, when
the two weeks are up,

294
00:14:38,130 --> 00:14:39,240
maybe we're gonna tell them,

295
00:14:39,240 --> 00:14:42,180
hey, I know I promised
you this thing today,

296
00:14:42,180 --> 00:14:44,550
but it's not gonna happen today,

297
00:14:44,550 --> 00:14:47,370
that is the happy outcome.

298
00:14:47,370 --> 00:14:50,220
But most people actually don't
even let the customer know,

299
00:14:50,220 --> 00:14:51,053
they're gonna be like,

300
00:14:51,053 --> 00:14:53,610
well, I told them I'm gonna
be reaching out to them today,

301
00:14:53,610 --> 00:14:55,110
but if I reach out to them like tomorrow

302
00:14:55,110 --> 00:14:57,390
or the day after tomorrow,
it's no big deal,

303
00:14:57,390 --> 00:14:58,950
it's still kind of within
the same timeframe,

304
00:14:58,950 --> 00:14:59,850
it's okay, right?

305
00:14:59,850 --> 00:15:01,440
It's okay.

306
00:15:01,440 --> 00:15:05,190
Not really, not when the
relationship is so fresh

307
00:15:05,190 --> 00:15:08,520
and not when this is that
person's first experience

308
00:15:08,520 --> 00:15:10,140
buying from you.

309
00:15:10,140 --> 00:15:13,590
You don't want that to be the first thing

310
00:15:13,590 --> 00:15:16,290
that somebody experiences.

311
00:15:16,290 --> 00:15:20,160
So, even when it's not comfortable,

312
00:15:20,160 --> 00:15:24,060
even when it's not something
that you wished was happening,

313
00:15:24,060 --> 00:15:26,070
even if it's not something
that happens very often,

314
00:15:26,070 --> 00:15:29,790
if it's a once in a lifetime occurrence,

315
00:15:29,790 --> 00:15:33,570
you want to communicate and
be transparent and be honest

316
00:15:33,570 --> 00:15:35,070
with a person who bought from you

317
00:15:35,070 --> 00:15:37,740
and to communicate ahead of time,

318
00:15:37,740 --> 00:15:39,450
this is where I was trying to get.

319
00:15:39,450 --> 00:15:41,880
You don't wanna leave it to
the last second to communicate

320
00:15:41,880 --> 00:15:43,920
to a client that something is not gonna go

321
00:15:43,920 --> 00:15:45,390
according to plan,

322
00:15:45,390 --> 00:15:48,510
because just as you
have your own timelines,

323
00:15:48,510 --> 00:15:49,830
they have their own timelines too,

324
00:15:49,830 --> 00:15:53,010
and they might need a little
bit more than two days notice

325
00:15:53,010 --> 00:15:56,370
to know that something is not gonna arrive

326
00:15:56,370 --> 00:15:58,410
at the agreed upon timeline.

327
00:15:58,410 --> 00:16:02,583
So, as soon as you know, as
soon as you can see the project,

328
00:16:02,583 --> 00:16:06,450
whatever you're selling start
to move in that direction

329
00:16:06,450 --> 00:16:09,600
where it feels like it's not
gonna get completed on time,

330
00:16:09,600 --> 00:16:12,340
your customer is gonna
appreciate you so much more

331
00:16:13,350 --> 00:16:15,870
if you're honest to them from the get go

332
00:16:15,870 --> 00:16:19,204
and tell them, hey, look, we
are running into some snags,

333
00:16:19,204 --> 00:16:22,260
we might, I don't know,
there's a 50% chance

334
00:16:22,260 --> 00:16:24,510
that we might not deliver this product

335
00:16:24,510 --> 00:16:27,690
at the agreed upon date.

336
00:16:27,690 --> 00:16:30,360
One, here's what we're
doing to try and fix that

337
00:16:30,360 --> 00:16:33,360
and actually deliver it by
the agreed upon timeline,

338
00:16:33,360 --> 00:16:37,473
but if we try our best and
it still doesn't happen,

339
00:16:38,460 --> 00:16:39,873
here's our backup plan.

340
00:16:42,420 --> 00:16:44,460
Don't just leave them in high water,

341
00:16:44,460 --> 00:16:46,291
have a backup plan of some sort,

342
00:16:46,291 --> 00:16:50,310
even if it's just like, hey, we apologize,

343
00:16:50,310 --> 00:16:54,630
we're gonna give you some
sort of, I don't know,

344
00:16:54,630 --> 00:16:57,420
money back or whatever
it is that you can do

345
00:16:57,420 --> 00:17:00,660
to help them out, expedite
their order or something,

346
00:17:00,660 --> 00:17:03,030
whatever it is you can
do, have a backup plan

347
00:17:03,030 --> 00:17:05,850
to let them know that you are thinking

348
00:17:05,850 --> 00:17:07,563
with their benefit in mind.

349
00:17:08,490 --> 00:17:13,490
- Well, that being said,
you've secured this client,

350
00:17:14,400 --> 00:17:17,400
you've begun to do business with them,

351
00:17:17,400 --> 00:17:19,320
hopefully they made that decision in a way

352
00:17:19,320 --> 00:17:22,350
based on they have
confidence you can deliver,

353
00:17:22,350 --> 00:17:24,360
but thus far, what you have stressed,

354
00:17:24,360 --> 00:17:26,040
when you have a new customer,

355
00:17:26,040 --> 00:17:30,630
don't leave that early customer
relationship to chance.

356
00:17:30,630 --> 00:17:35,220
Clearly establish expectations
through communication,

357
00:17:35,220 --> 00:17:39,000
expectations regarding
timelines, deliverables,

358
00:17:39,000 --> 00:17:42,570
but open appropriate
channels of communication

359
00:17:42,570 --> 00:17:46,530
with enough frequency so
they're not left in the dark,

360
00:17:46,530 --> 00:17:50,040
but you also introduced us
and give them kind of a sense

361
00:17:50,040 --> 00:17:53,400
of how we are gonna be
working together early on

362
00:17:53,400 --> 00:17:56,160
in this process by sharing that roadmap.

363
00:17:56,160 --> 00:17:59,730
And you've kind of said that what's so key

364
00:17:59,730 --> 00:18:00,780
in this relationship,

365
00:18:00,780 --> 00:18:02,760
particularly if you're gonna
keep this relationship,

366
00:18:02,760 --> 00:18:05,730
is that transparency and honesty,

367
00:18:05,730 --> 00:18:08,430
and in most cases, this
won't come up early on

368
00:18:08,430 --> 00:18:09,930
because you're gonna be doing back flips

369
00:18:09,930 --> 00:18:12,210
to try to take care of that new customer.

370
00:18:12,210 --> 00:18:14,970
But if you see something go awry,

371
00:18:14,970 --> 00:18:16,860
your advice to our listeners

372
00:18:16,860 --> 00:18:20,400
is if you see a potential
deadline being met,

373
00:18:20,400 --> 00:18:22,890
don't keep it to yourself, share it,

374
00:18:22,890 --> 00:18:25,500
but don't just share it, explain,

375
00:18:25,500 --> 00:18:27,690
what is it you're doing as an organization

376
00:18:27,690 --> 00:18:31,080
to meet that deadline and
giving them a heads up.

377
00:18:31,080 --> 00:18:33,570
And it may very well be that that heads up

378
00:18:33,570 --> 00:18:34,950
is really what they want most.

379
00:18:34,950 --> 00:18:38,520
They just wanna know if
it's a product or a service,

380
00:18:38,520 --> 00:18:39,780
when could I expect it.

381
00:18:39,780 --> 00:18:44,700
It's that reliability of when
that's gonna be available

382
00:18:44,700 --> 00:18:48,390
to them that they're
probably looking for most.

383
00:18:48,390 --> 00:18:50,490
Christina, you made
another interesting comment

384
00:18:50,490 --> 00:18:52,800
and that is clients come to you sometimes

385
00:18:52,800 --> 00:18:57,210
when they really want to kind
of more automate processes.

386
00:18:57,210 --> 00:19:01,800
And what you shared is that
that's a really novel idea,

387
00:19:01,800 --> 00:19:05,070
and that very much is
how companies can grow

388
00:19:05,070 --> 00:19:08,520
when they can use
automation to its advantage.

389
00:19:08,520 --> 00:19:12,360
But you can also turn
on automation too soon

390
00:19:12,360 --> 00:19:15,990
that your processes may
not be fine tuned enough

391
00:19:15,990 --> 00:19:18,000
to kind of automate.

392
00:19:18,000 --> 00:19:21,240
And you said something earlier,
you didn't use this term,

393
00:19:21,240 --> 00:19:24,660
but knowing exactly who you
are and what you're delivering

394
00:19:24,660 --> 00:19:28,320
and measuring those outcomes
from a KPI standpoint,

395
00:19:28,320 --> 00:19:32,250
how important is monitoring KPIs,

396
00:19:32,250 --> 00:19:35,150
specifically when you have a
new customer coming on board.

397
00:19:37,230 --> 00:19:38,760
- That's very important

398
00:19:38,760 --> 00:19:40,650
because you know that all saying,

399
00:19:40,650 --> 00:19:43,560
what you don't measure
doesn't get improved.

400
00:19:43,560 --> 00:19:48,560
It holds true on all levels
you can possibly think of.

401
00:19:49,830 --> 00:19:54,830
But I especially like keeping KPIs,

402
00:19:55,350 --> 00:20:00,090
like setting and tracking
KPIs for customer success

403
00:20:00,090 --> 00:20:04,400
and onboarding and everything
around delivering a service

404
00:20:04,400 --> 00:20:08,670
because I do not wanna
rely on my customers

405
00:20:08,670 --> 00:20:11,400
coming to tell me that they were unhappy,

406
00:20:11,400 --> 00:20:13,140
because by the time they reach that point,

407
00:20:13,140 --> 00:20:14,430
by the time they reach the point

408
00:20:14,430 --> 00:20:16,620
where they're actually have to come to me

409
00:20:16,620 --> 00:20:20,433
and be like, Christina, it's
been like two weeks now,

410
00:20:21,930 --> 00:20:23,760
I don't know, I've written
to customer service

411
00:20:23,760 --> 00:20:26,700
or something is happening
and I'm not happy,

412
00:20:26,700 --> 00:20:28,350
by the time they've reached that point,

413
00:20:28,350 --> 00:20:31,020
the relationship has degraded so much

414
00:20:31,020 --> 00:20:33,000
that I have to bend over backwards

415
00:20:33,000 --> 00:20:35,670
to potentially recover that relationship

416
00:20:35,670 --> 00:20:36,900
and I don't want that.

417
00:20:36,900 --> 00:20:39,870
I want to know way ahead of time

418
00:20:39,870 --> 00:20:43,230
if something is not going the right way.

419
00:20:43,230 --> 00:20:48,230
And also from a marketing
standpoint, me knowing those KPIs

420
00:20:48,540 --> 00:20:51,660
means I can market for
them afterwards, right?

421
00:20:51,660 --> 00:20:56,660
Me knowing, hey, 90% of my customers

422
00:20:58,140 --> 00:21:00,960
say they would recommend
me to somebody else

423
00:21:00,960 --> 00:21:02,670
or are giving me a net promoter score

424
00:21:02,670 --> 00:21:04,410
of like nine or something,

425
00:21:04,410 --> 00:21:06,930
well, that's something that
I can use in my marketing.

426
00:21:06,930 --> 00:21:10,740
How am I supposed to
advertise to other people

427
00:21:10,740 --> 00:21:13,050
that we do a good job if we don't know

428
00:21:13,050 --> 00:21:14,793
if we're doing a good job, right?

429
00:21:16,230 --> 00:21:21,230
And same with, I don't wanna
let my clients come to me

430
00:21:22,410 --> 00:21:24,720
and tell me that I'm doing a bad job,

431
00:21:24,720 --> 00:21:26,760
the reverse is also kind of true.

432
00:21:26,760 --> 00:21:31,760
I don't want to only rely
on customers coming forth

433
00:21:32,670 --> 00:21:36,240
to give me a testimonial to
know that I'm doing a good job.

434
00:21:36,240 --> 00:21:38,943
I also wanna know that for myself, right?

435
00:21:40,050 --> 00:21:42,390
Obviously, there's things we
can do to incentivize people

436
00:21:42,390 --> 00:21:44,250
to give us a testimonial and such,

437
00:21:44,250 --> 00:21:46,740
but there are people who never will,

438
00:21:46,740 --> 00:21:49,590
but I would still wanna know
I did right by that person.

439
00:21:49,590 --> 00:21:51,330
That person who's never
gonna leave me a testimonial,

440
00:21:51,330 --> 00:21:53,160
never gonna give me a referral, anything,

441
00:21:53,160 --> 00:21:55,710
I still wanna know that
I did right by them.

442
00:21:55,710 --> 00:21:58,380
So, the only way I can know that is

443
00:21:58,380 --> 00:22:02,370
if I measure my work quality somehow,

444
00:22:02,370 --> 00:22:05,730
and what I've noticed is you can put KPIs

445
00:22:05,730 --> 00:22:07,440
on pretty much anything.

446
00:22:07,440 --> 00:22:09,690
That's one thing I've noticed
in working with a client

447
00:22:09,690 --> 00:22:11,133
who had a mindset offer.

448
00:22:12,030 --> 00:22:14,640
So, he was basically like,

449
00:22:14,640 --> 00:22:17,010
oh, I'm gonna help you
clear your mental blocks,

450
00:22:17,010 --> 00:22:18,780
I'm gonna help you be less anxious,

451
00:22:18,780 --> 00:22:23,400
more confident, less frustrated,

452
00:22:23,400 --> 00:22:26,190
less afraid to make
decisions and all of that,

453
00:22:26,190 --> 00:22:29,160
and that is on the first glance,

454
00:22:29,160 --> 00:22:30,870
it's kind of hard to measure,

455
00:22:30,870 --> 00:22:33,360
it's kind hard to put a KPI on that.

456
00:22:33,360 --> 00:22:35,820
Like how do I know if you're happier,

457
00:22:35,820 --> 00:22:38,370
other than asking you, are you happier?

458
00:22:38,370 --> 00:22:41,460
Or are you happier now
than you were before?

459
00:22:41,460 --> 00:22:44,070
Can I attribute that to my thing?

460
00:22:44,070 --> 00:22:48,483
Or just, did you just receive
bucket of flowers today or no?

461
00:22:49,470 --> 00:22:53,610
So, we did actually manage
to put KPIs on that,

462
00:22:53,610 --> 00:22:58,610
we managed to put over like
12 KPIs on that mindset offer

463
00:22:58,650 --> 00:23:00,750
that we were tracking for everybody,

464
00:23:00,750 --> 00:23:02,970
and we were able to tell,

465
00:23:02,970 --> 00:23:07,970
hey, by the third month of
you being in this program,

466
00:23:08,190 --> 00:23:12,840
your frustration will go
down by, I don't know, 45%.

467
00:23:12,840 --> 00:23:16,740
And in correlation to that,
your revenue will go up by,

468
00:23:16,740 --> 00:23:19,260
I don't know, I'm making
the numbers up of course

469
00:23:19,260 --> 00:23:21,840
to protect my client's data and stuff,

470
00:23:21,840 --> 00:23:25,530
but we had those numbers and
we advertise around them,

471
00:23:25,530 --> 00:23:28,380
and it was such a novel idea in that space

472
00:23:28,380 --> 00:23:31,770
because nobody in that space
that was our competitor

473
00:23:31,770 --> 00:23:33,780
was able to put KPIs on that.

474
00:23:33,780 --> 00:23:35,070
So, it was such a novel idea

475
00:23:35,070 --> 00:23:38,493
that it propelled us forward pretty well.

476
00:23:40,200 --> 00:23:43,503
So all of that in mind, yes, definitely,

477
00:23:45,210 --> 00:23:49,950
put some KPIs in place
and track them religiously

478
00:23:49,950 --> 00:23:51,090
as you would track KPIs

479
00:23:51,090 --> 00:23:53,313
in any other aspect of your business.

480
00:23:54,810 --> 00:23:58,110
- You've introduced us to KPIs,

481
00:23:58,110 --> 00:24:00,450
we all use KPIs in running our business,

482
00:24:00,450 --> 00:24:03,180
but you're also saying
go one step further,

483
00:24:03,180 --> 00:24:07,410
have KPIs with the customer
onboarding experience.

484
00:24:07,410 --> 00:24:09,510
Because earlier in the conversation,

485
00:24:09,510 --> 00:24:14,220
you made this reference to
the customer-buyer journey

486
00:24:14,220 --> 00:24:18,090
and you just a moment ago
talked about referrals

487
00:24:18,090 --> 00:24:22,920
and testimonies, and
that is a happy customer

488
00:24:22,920 --> 00:24:26,280
may be willing to share why they're happy.

489
00:24:26,280 --> 00:24:31,280
How can testimonials be a
benefit to a business owner?

490
00:24:31,350 --> 00:24:34,230
In what ways are testimonials important

491
00:24:34,230 --> 00:24:36,753
and when should you ask
for such a testimonial?

492
00:24:37,620 --> 00:24:42,360
- Well, obviously your
testimonials are twofold, right?

493
00:24:42,360 --> 00:24:44,820
On one hand, it's your way of knowing

494
00:24:44,820 --> 00:24:46,757
that you did a good job for the customer.

495
00:24:46,757 --> 00:24:48,030
And on the other hand,

496
00:24:48,030 --> 00:24:51,960
it's probably the most
powerful marketing asset

497
00:24:51,960 --> 00:24:54,720
you could put forth into the world.

498
00:24:54,720 --> 00:24:59,280
I don't know anybody,
anybody who doesn't go

499
00:24:59,280 --> 00:25:03,112
and Google some reviews for
anything that they wanna do.

500
00:25:03,112 --> 00:25:03,945
You wanna eat in a new place,

501
00:25:03,945 --> 00:25:05,550
you're gonna look at the
Google reviews first.

502
00:25:05,550 --> 00:25:06,990
You wanna go to a new hair salon?

503
00:25:06,990 --> 00:25:07,950
You're gonna look,

504
00:25:07,950 --> 00:25:10,110
you want a new supplier?

505
00:25:10,110 --> 00:25:11,850
You can be sure as heck you're going

506
00:25:12,804 --> 00:25:13,637
to ask everybody you know,

507
00:25:13,637 --> 00:25:15,360
hey, have you ever worked with that guy?

508
00:25:15,360 --> 00:25:17,070
Is he okay?

509
00:25:17,070 --> 00:25:20,310
Nobody is doing anything these days

510
00:25:20,310 --> 00:25:23,130
without looking at some testimonials.

511
00:25:23,130 --> 00:25:25,920
So it's probably the most powerful piece

512
00:25:25,920 --> 00:25:28,050
of marketing you can have in your company.

513
00:25:28,050 --> 00:25:33,050
So as to how and when to ask for one,

514
00:25:34,020 --> 00:25:37,890
and this comes back to the
customer-buyer journey,

515
00:25:37,890 --> 00:25:41,370
there's a stage between when the person

516
00:25:41,370 --> 00:25:43,800
first becomes your customer

517
00:25:43,800 --> 00:25:46,530
and when they next buy something from you,

518
00:25:46,530 --> 00:25:48,060
there's a stage in the middle of that

519
00:25:48,060 --> 00:25:50,250
and it's called the excite stage.

520
00:25:50,250 --> 00:25:53,670
A person is not gonna buy
something from you again

521
00:25:53,670 --> 00:25:57,270
unless they are excited
by the first purchase

522
00:25:57,270 --> 00:25:58,103
that they made,

523
00:25:58,103 --> 00:26:01,650
and it is your job to make
sure that they are excited.

524
00:26:01,650 --> 00:26:02,700
That you get them excited,

525
00:26:02,700 --> 00:26:05,550
that they consume that product or service

526
00:26:05,550 --> 00:26:08,850
and they're like, oh yeah,
that actually worked,

527
00:26:08,850 --> 00:26:11,820
I am happy, I am ecstatic, right?

528
00:26:11,820 --> 00:26:13,674
I am excited about it.

529
00:26:13,674 --> 00:26:18,150
I am validated that I
made the right decision

530
00:26:18,150 --> 00:26:21,450
in putting my money with you
and putting my trust in you.

531
00:26:21,450 --> 00:26:23,850
I feel like I made the right decision,

532
00:26:23,850 --> 00:26:26,640
that is the most important thing.

533
00:26:26,640 --> 00:26:29,430
And when somebody has reached that stage,

534
00:26:29,430 --> 00:26:32,070
that is when you wanna
ask for testimonial,

535
00:26:32,070 --> 00:26:34,473
not three months later
when the novelty is gone.

536
00:26:35,310 --> 00:26:36,330
- See, that's interesting.

537
00:26:36,330 --> 00:26:38,370
I would've thought something
different than that,

538
00:26:38,370 --> 00:26:40,050
so, I'm so glad that you mentioned that

539
00:26:40,050 --> 00:26:43,170
and that is do everything you can

540
00:26:43,170 --> 00:26:45,000
to take care of that customer

541
00:26:45,000 --> 00:26:48,300
such that they are in that excited stage.

542
00:26:48,300 --> 00:26:50,310
And when they're in that stage,

543
00:26:50,310 --> 00:26:54,960
then they're much more willing
to provide a testimonial.

544
00:26:54,960 --> 00:26:57,090
And then they go back to the KPIs.

545
00:26:57,090 --> 00:27:02,090
If you have KPIs, then the
testimonials can be very specific

546
00:27:03,000 --> 00:27:07,200
and sometimes numbers
can be very compelling.

547
00:27:07,200 --> 00:27:09,600
The fact that you were
able to help your client

548
00:27:09,600 --> 00:27:14,600
come up with 12 KPIs on
mindset is pretty remarkable

549
00:27:14,700 --> 00:27:17,490
because that's kind of an obscure concept.

550
00:27:17,490 --> 00:27:21,180
So, I can see how KPIs are
very important with you

551
00:27:21,180 --> 00:27:23,580
and how you work with clients.

552
00:27:23,580 --> 00:27:27,780
Now, I better understand
the value of testimonials

553
00:27:27,780 --> 00:27:31,440
and when to ask for those testimonials.

554
00:27:31,440 --> 00:27:35,310
As we kinda step back about the early part

555
00:27:35,310 --> 00:27:38,340
of the customer
relationship and you stress

556
00:27:38,340 --> 00:27:40,860
how important it's to
set those expectations,

557
00:27:40,860 --> 00:27:42,750
have clear communications,

558
00:27:42,750 --> 00:27:46,470
be totally transparent with that customer.

559
00:27:46,470 --> 00:27:49,530
If something's gone awry, let them know,

560
00:27:49,530 --> 00:27:53,250
and then you've kind of
stressed measure outcomes,

561
00:27:53,250 --> 00:27:54,750
not only business outcomes,

562
00:27:54,750 --> 00:27:57,750
but how successful are your onboarding?

563
00:27:57,750 --> 00:27:58,890
Then you're in a better position

564
00:27:58,890 --> 00:28:01,950
to kind of gauge that excitement phase

565
00:28:01,950 --> 00:28:05,520
and you can immediately
kind of perpetuate that.

566
00:28:05,520 --> 00:28:09,360
The assumption is, is that
customer won't buy once,

567
00:28:09,360 --> 00:28:12,180
but they'll be buying over and over again

568
00:28:12,180 --> 00:28:16,530
and you're kind of setting that in motion.

569
00:28:16,530 --> 00:28:19,470
Christina, as you kind of think about

570
00:28:19,470 --> 00:28:23,910
how you've helped clients
who have gotten stuck,

571
00:28:23,910 --> 00:28:26,760
can you share an example
where maybe a client was stuck

572
00:28:26,760 --> 00:28:29,193
and what did it take to get unstuck?

573
00:28:31,320 --> 00:28:35,940
- For sure, well, I feel
like most clients get stuck

574
00:28:35,940 --> 00:28:38,190
on actually starting to think

575
00:28:38,190 --> 00:28:40,800
what their onboarding might look like.

576
00:28:40,800 --> 00:28:44,820
'Cause a lot of clients, they
go through the technical part

577
00:28:44,820 --> 00:28:46,950
of onboarding and then they get stuck.

578
00:28:46,950 --> 00:28:49,530
But as soon as it comes to the human part,

579
00:28:49,530 --> 00:28:54,530
they're like, okay, I kind
of know that I should go

580
00:28:56,070 --> 00:28:58,080
through a kickoff call
with this new client,

581
00:28:58,080 --> 00:29:00,960
but I'm not quite sure what
I'm supposed to talk about

582
00:29:00,960 --> 00:29:05,400
with them, I'm not quite
sure what I should present,

583
00:29:05,400 --> 00:29:08,610
I don't know what the roadmap
is supposed to look like.

584
00:29:08,610 --> 00:29:11,970
KPIs is something that doesn't even cross

585
00:29:11,970 --> 00:29:13,140
most people's minds.

586
00:29:13,140 --> 00:29:17,730
So, I feel like just the whole thing

587
00:29:17,730 --> 00:29:21,720
is where most people
get a little bit stuck

588
00:29:21,720 --> 00:29:25,020
because they rush ahead.

589
00:29:25,020 --> 00:29:29,910
They rush into, oh yeah, I
wanna create like a task list

590
00:29:29,910 --> 00:29:32,340
inside of my project management service

591
00:29:32,340 --> 00:29:34,680
for everything that's got
to do with onboarding,

592
00:29:34,680 --> 00:29:37,020
and then I'm like, okay, that's great.

593
00:29:37,020 --> 00:29:38,280
What does your onboarding look like?

594
00:29:38,280 --> 00:29:43,280
And they're like, well, like, okay,

595
00:29:44,670 --> 00:29:46,413
let's back up a step then.

596
00:29:49,620 --> 00:29:54,620
So, as for what we do,
there is a five step process

597
00:29:56,250 --> 00:30:01,250
that I use for pretty much
everything, to fix everything,

598
00:30:01,380 --> 00:30:03,450
process related inside
of somebody's company,

599
00:30:03,450 --> 00:30:05,760
whether it's like their
entire business process

600
00:30:05,760 --> 00:30:08,310
or whether it's we pluck this small thing,

601
00:30:08,310 --> 00:30:11,790
like onboarding or a podcast process,

602
00:30:11,790 --> 00:30:16,790
there's a five step process
that I take people through

603
00:30:17,220 --> 00:30:19,740
and it starts with documenting.

604
00:30:19,740 --> 00:30:22,260
So, what I want you to do before you think

605
00:30:22,260 --> 00:30:24,540
about how you can make anything better

606
00:30:24,540 --> 00:30:27,360
is I want you to jot down

607
00:30:27,360 --> 00:30:29,160
what your current process looks like,

608
00:30:29,160 --> 00:30:31,830
what you're actually doing right now.

609
00:30:31,830 --> 00:30:34,620
What does it look like right now?

610
00:30:34,620 --> 00:30:37,530
Take your last customer,
what did you do for them?

611
00:30:37,530 --> 00:30:38,763
How does that look like?

612
00:30:40,428 --> 00:30:43,995
And after I know,
because I cannot tell you

613
00:30:43,995 --> 00:30:45,930
what you can improve if I don't know

614
00:30:45,930 --> 00:30:49,470
what you're already doing,
that's basic, right?

615
00:30:49,470 --> 00:30:51,390
So, after I know what you're doing

616
00:30:51,390 --> 00:30:52,710
and we take a look at that,

617
00:30:52,710 --> 00:30:55,260
that's when we begin to optimize.

618
00:30:55,260 --> 00:30:58,470
Usually, people jump
straight from documenting

619
00:30:58,470 --> 00:31:01,530
into automating, that's
not what you wanna do.

620
00:31:01,530 --> 00:31:03,450
What you wanna do is
optimize first and be like,

621
00:31:03,450 --> 00:31:08,250
okay, we have this, I don't
know, 14 step process,

622
00:31:08,250 --> 00:31:10,080
is anything in there redundant?

623
00:31:10,080 --> 00:31:12,922
Is anything in there
just adding complexity

624
00:31:12,922 --> 00:31:13,755
for the sake of complexity?

625
00:31:14,790 --> 00:31:18,030
Is anything in there
kind of adding friction

626
00:31:18,030 --> 00:31:21,630
where we don't really want
there to be any friction?

627
00:31:21,630 --> 00:31:22,950
And on the flip side is like,

628
00:31:22,950 --> 00:31:25,200
are we missing anything vital in here?

629
00:31:25,200 --> 00:31:27,270
Is there anything that we,

630
00:31:27,270 --> 00:31:28,800
I don't know that the customer is missing,

631
00:31:28,800 --> 00:31:31,350
that they have complained
that they're not getting?

632
00:31:32,670 --> 00:31:33,960
So just add that in there,

633
00:31:33,960 --> 00:31:38,880
make sure that the process
is as optimized as it can be.

634
00:31:38,880 --> 00:31:43,690
And only then do we kind of
look for areas of automation

635
00:31:44,760 --> 00:31:47,580
and basically what we're gonna do is,

636
00:31:47,580 --> 00:31:50,040
okay, which parts of these
can we actually automate?

637
00:31:50,040 --> 00:31:51,210
Are there any?

638
00:31:51,210 --> 00:31:52,680
Which ones should be automated

639
00:31:52,680 --> 00:31:56,460
because not everything that can
be automated also should be.

640
00:31:56,460 --> 00:31:59,673
There's a distinction
there where sometimes,

641
00:32:00,630 --> 00:32:04,800
a human will just do a better
job than a software ever will,

642
00:32:04,800 --> 00:32:07,650
and it makes sense to sacrifice that

643
00:32:07,650 --> 00:32:11,340
and pay a little bit
more just to make sure

644
00:32:11,340 --> 00:32:13,560
that you get the right result.

645
00:32:13,560 --> 00:32:17,760
So, find the right areas for automation

646
00:32:17,760 --> 00:32:19,500
inside of that process,

647
00:32:19,500 --> 00:32:21,060
and then for everything else,

648
00:32:21,060 --> 00:32:23,370
you wanna standardize as much as possible.

649
00:32:23,370 --> 00:32:25,380
So, writing your standard
operating procedures

650
00:32:25,380 --> 00:32:29,070
around everything else
that is in that process,

651
00:32:29,070 --> 00:32:30,960
and then finally you get to the last step,

652
00:32:30,960 --> 00:32:33,420
which is delegating.

653
00:32:33,420 --> 00:32:38,420
Ideally, you as the CEO, you
won't do the onboarding forever

654
00:32:39,090 --> 00:32:41,700
for every new customer,
especially if you wanna scale

655
00:32:41,700 --> 00:32:44,160
and you get hundreds of
customers every month,

656
00:32:44,160 --> 00:32:45,270
you're not gonna do the onboarding

657
00:32:45,270 --> 00:32:47,190
for each and every single one.

658
00:32:47,190 --> 00:32:51,679
So, you have to have the
right processes in place

659
00:32:51,679 --> 00:32:54,720
that you're able to delegate
that process to somebody else.

660
00:32:54,720 --> 00:32:57,810
- So, Christina, you just
shared the five step process

661
00:32:57,810 --> 00:33:01,410
that you use with clients
regardless of the topic.

662
00:33:01,410 --> 00:33:04,590
We happen to be talking
about onboarding customers,

663
00:33:04,590 --> 00:33:07,050
let me see if I wrote this down correct.

664
00:33:07,050 --> 00:33:09,270
Document your current process,

665
00:33:09,270 --> 00:33:11,970
optimize that process

666
00:33:11,970 --> 00:33:16,293
before you attempt to
automate those processes,

667
00:33:17,190 --> 00:33:21,510
and then you're going to, of those decide

668
00:33:21,510 --> 00:33:25,620
which of these things do I not have to do

669
00:33:25,620 --> 00:33:26,883
and can be delegated.

670
00:33:28,380 --> 00:33:29,795
- Yep.
- Excellent.

671
00:33:29,795 --> 00:33:31,650
- Yeah, that's kind of, yeah.

672
00:33:31,650 --> 00:33:36,650
So, it's document, optimize,
automate, standardize

673
00:33:37,980 --> 00:33:39,093
and then delegate.

674
00:33:40,800 --> 00:33:42,180
- I may have skipped standardized

675
00:33:42,180 --> 00:33:45,360
because I wasn't sure if that
was part of automation or not,

676
00:33:45,360 --> 00:33:46,680
but got it.

677
00:33:46,680 --> 00:33:47,703
- Not exactly.

678
00:33:48,720 --> 00:33:51,720
When you're automating something,

679
00:33:51,720 --> 00:33:53,940
you're pretty much guaranteed

680
00:33:53,940 --> 00:33:55,740
to also standardize it in a way,

681
00:33:55,740 --> 00:33:57,690
'cause obviously, a
software is gonna do it

682
00:33:57,690 --> 00:34:00,651
the same way each time,
but even manual tasks,

683
00:34:00,651 --> 00:34:02,970
they can still be standardized,

684
00:34:02,970 --> 00:34:05,940
you can still give somebody
an operating procedure

685
00:34:05,940 --> 00:34:07,680
and be like, hey, these are the five steps

686
00:34:07,680 --> 00:34:09,230
you have to follow every single time

687
00:34:09,230 --> 00:34:11,400
if you're doing this task.

688
00:34:11,400 --> 00:34:13,410
And it's important that we have that

689
00:34:13,410 --> 00:34:16,560
and that we think about
that and start creating that

690
00:34:16,560 --> 00:34:18,700
even if we're not ready to delegate

691
00:34:19,860 --> 00:34:21,760
that specific part of the process yet.

692
00:34:22,980 --> 00:34:24,600
- So Christina, as you kind of reflect

693
00:34:24,600 --> 00:34:29,310
on our conversation today
about the critical importance

694
00:34:29,310 --> 00:34:32,100
of onboarding a new customer

695
00:34:32,100 --> 00:34:34,410
and why that is so important,

696
00:34:34,410 --> 00:34:37,160
what do you want to be the
takeaways for our listeners?

697
00:34:39,270 --> 00:34:41,430
- I think the biggest,
biggest, biggest takeaway

698
00:34:41,430 --> 00:34:43,920
is in your onboarding process,

699
00:34:43,920 --> 00:34:46,503
in your ongoing relationship
with your client,

700
00:34:47,370 --> 00:34:49,290
everything that you do,

701
00:34:49,290 --> 00:34:53,310
you must do with the client's
best interest in mind.

702
00:34:53,310 --> 00:34:56,280
So, every process that you
may or may not automate,

703
00:34:56,280 --> 00:34:57,840
every single piece of communication

704
00:34:57,840 --> 00:35:00,040
that you may or may not send them,

705
00:35:00,040 --> 00:35:02,790
every offer that you
may or may not make them

706
00:35:02,790 --> 00:35:06,330
in the future, every
KPI that you're tracking

707
00:35:06,330 --> 00:35:08,040
or not tracking,

708
00:35:08,040 --> 00:35:11,020
every thought that you
put into this process

709
00:35:12,150 --> 00:35:14,986
is supposed to be with the
client's best interest in mind.

710
00:35:14,986 --> 00:35:19,986
Does me automating this
impact the customer negatively

711
00:35:20,100 --> 00:35:23,160
in some way, shape or form, if yes,

712
00:35:23,160 --> 00:35:25,674
maybe consider not doing that.

713
00:35:25,674 --> 00:35:30,330
If I don't communicate
to this client this week

714
00:35:30,330 --> 00:35:31,800
and let them know something important,

715
00:35:31,800 --> 00:35:34,500
will it impact them two
weeks down the line?

716
00:35:34,500 --> 00:35:36,330
Probably yes.

717
00:35:36,330 --> 00:35:39,630
Go make that communication,
even if it's uncomfortable.

718
00:35:39,630 --> 00:35:43,410
So, as long as you put the client first,

719
00:35:43,410 --> 00:35:47,550
you should be able to
maintain a good relationship

720
00:35:47,550 --> 00:35:51,120
moving forward and to get
them into that excited stage

721
00:35:51,120 --> 00:35:52,203
that we talked about.

722
00:35:53,280 --> 00:35:58,280
Also, I think the second point
that I think I want people

723
00:35:58,380 --> 00:36:01,683
to remember is don't
leave anything to chance.

724
00:36:03,840 --> 00:36:08,760
If you want your customers
to go through a journey

725
00:36:08,760 --> 00:36:10,320
and go through every stage,

726
00:36:10,320 --> 00:36:13,799
you have to put some sort
of intentional action

727
00:36:13,799 --> 00:36:15,720
into getting them there.

728
00:36:15,720 --> 00:36:18,990
You can't leave things happening to chance

729
00:36:18,990 --> 00:36:21,810
because then, you're not in control

730
00:36:21,810 --> 00:36:26,430
and no, hoping is not
really a good strategy

731
00:36:26,430 --> 00:36:27,453
to achieve anything.

732
00:36:29,670 --> 00:36:33,510
- Christina, you are in Romania,
I'm in the United States,

733
00:36:33,510 --> 00:36:37,530
and I also understand
that many of your clients

734
00:36:37,530 --> 00:36:40,950
are in United States, that's
the beauty of the technology

735
00:36:40,950 --> 00:36:43,380
that we enjoy now.

736
00:36:43,380 --> 00:36:45,450
But as people have been listening to you

737
00:36:45,450 --> 00:36:48,033
and they begin to kind of get a sense of,

738
00:36:48,870 --> 00:36:52,920
Christina, boy, she gets
this, she understands this,

739
00:36:52,920 --> 00:36:55,290
I'm a business owner and I'm struggling

740
00:36:55,290 --> 00:37:00,150
with the very thing that we've
talked about on this podcast.

741
00:37:00,150 --> 00:37:02,700
What's the best way for
people to reach out to you?

742
00:37:03,600 --> 00:37:08,560
- Sure, on my website,
it's beeproductive.eu.

743
00:37:09,870 --> 00:37:13,053
So it's B with two Es from bees,

744
00:37:14,880 --> 00:37:19,140
you can schedule a clarity
call that is a free call

745
00:37:19,140 --> 00:37:21,240
where you and I can chat,

746
00:37:21,240 --> 00:37:25,320
and you can tell me what challenges

747
00:37:25,320 --> 00:37:30,320
or basically anything that you
potentially want my input on.

748
00:37:31,980 --> 00:37:33,510
And we can have an honest,

749
00:37:33,510 --> 00:37:37,770
no strings attached discussion around it.

750
00:37:37,770 --> 00:37:39,960
You're not gonna get a pitch,
you're not gonna get anything,

751
00:37:39,960 --> 00:37:44,790
we can just talk like normal
people for 15 to 30 minutes

752
00:37:44,790 --> 00:37:49,080
and let's see if I can
help you shine some light

753
00:37:49,080 --> 00:37:51,240
on your challenges.

754
00:37:51,240 --> 00:37:56,240
- I love that expression,
clarity call, perfect.

755
00:37:56,910 --> 00:37:59,640
Christina, this has been a treat,

756
00:37:59,640 --> 00:38:02,913
thank you so much for sharing
a bit of your expertise today.

757
00:38:03,960 --> 00:38:06,360
- Thank you very much for having me.

758
00:38:06,360 --> 00:38:09,390
- I also wanna thank our
listeners for joining us today.

759
00:38:09,390 --> 00:38:11,850
We upload the latest
episode to Apple, Google

760
00:38:11,850 --> 00:38:14,010
and Spotify every Thursday.

761
00:38:14,010 --> 00:38:16,860
So, if you've enjoyed this
episode with Christina,

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please subscribe.

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00:38:18,990 --> 00:38:22,170
My question for you is, is
your company growing quickly?

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00:38:22,170 --> 00:38:24,060
Are you worried you don't
have the right people

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and processes in place to
handle that increased workload,

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or maybe you're not sure

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00:38:28,950 --> 00:38:31,110
that you've got the right planning systems

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00:38:31,110 --> 00:38:34,020
to assure the success
that you're looking for.

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If you answered, yes, let's talk.

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00:38:36,750 --> 00:38:40,770
Head to bench-builders.com
to schedule a quick call.

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00:38:40,770 --> 00:38:42,810
We will explore ways to help you solve

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those nagging problems so you
can scale faster and smarter.

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00:38:47,700 --> 00:38:49,680
So, I wanna thank you for joining us

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00:38:49,680 --> 00:38:52,860
and I hope you have picked up
on some tips from Christina

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00:38:52,860 --> 00:38:56,760
that will help you get
unstuck and on target.

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00:38:56,760 --> 00:38:57,835
Until next time.

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(bright upbeat music)