How Thinking “The Customer Is Always Right” Hurt My Biz AND My Clients
Turns out I really screwed up in 2014. And 2013. And 2012. This is embarrassing, but I want to share with you one of the biggest mistakes I’ve been making that has been hurting my business AND my clients. And in the interest of full transparency, my new realizations about my biz have caused me to make a change to it, and at the end of this post, I’m going to ask you to consider whether you might want to work with me under my new structure.
This month marks 3 years since I started my coaching business, and as my anniversary loomed, it seemed time to do some ruthless evaluation of my successes and failures.
One thing I thought I had done right was requiring new clients to commit to coaching for a minimum of 90 days, and at that point we could evaluate our progress. It took some folks years to make their mistakes, so we needed at least 90 days to correct them. I’d always felt pretty good about that policy.
But as I looked over the list of people I’ve worked with these past 3 years, I noticed something horrifying. Only about 50% of my clients had reached their goals before they quit coaching. Obviously my stomach turned in knots as I wondered how I could have failed so many people.
I realize, of course, that there are many factors that determine “success” or “failure.” And I knew some of my clients had continued to make great progress in the months following our time working together using the skills and plans developed through coaching.
But here’s the big thing I noticed: people who stuck with coaching for 9 months, 12 months, or longer were MUCH MORE SUCCESSFUL than those who quit after 3 months. They made more money, were charging more for their services, had stronger marketing systems in place, had better work-life balance, had built more profitable networks, had better relationships with their employees, and were more confident about the future.
Letting the “customer” decide when the time was right to end coaching was a mistake. And I’m not going to make that mistake anymore.
Armed with this knowledge, I’ve made a serious decision about 2015. Next year, I’m only going to work with 10 people who commit to a full year of coaching. I’m gonna serve the hell out of them and make sure I do everything in my power to help them build a 2015 that makes them profitable, satisfied, happy, and successful.
On top of private coaching sessions, these 10 people will be part of a mastermind group, and will get monthly marketing tutorials, quarterly Q&A calls, and unlimited between-session support.
I’m going to serve my clients the way I KNOW will be the most effective. I’m going to work my butt off to make sure every client gets MORE VALUE than they counted on getting. After 3 years of coaching many brilliant biz owners to greater success, I know what works, and I know I need to (a) limit the number of people I serve, and (b) serve them for an extended period of time.
I won’t get rich this year, but you might! I’m just WAY excited about helping YOU reach YOUR goals. I am charging a fee, of course, but it’s a fraction of what my colleagues charge for fewer services. Your financial investment should pay for itself many times over long before the year is out.
If you’ve been considering hiring a coach, do it for 2015 and let me support you. I am absolutely dedicated to YOUR success.
Please contact me if you would like to be considered for one of the 10 coaching spots via LinkedIn or at firstname.lastname@example.org or call 949-478-0292. If you’re serious, please do it soon so you can start with the whole group in January!