Latest / Simplified Sparky Marketing / A bad customer experience | 223

Transcript

A bad customer experience | 223 · Simplified Sparky Marketing

• 0:00
  SPEAKER_00: Downward dog or pigeon pose.
• 0:02
  SPEAKER_00: Welcome to Simplified Sparky Marketing.
• 0:05
  SPEAKER_00: It's a Saturday.
• 0:06
  SPEAKER_00: I recording this podcast, jumping the gun.
• 0:09
  SPEAKER_00: I'm just gonna throw this podcast out as an additional extra because I can.
• 0:13
  SPEAKER_00: So I've just I have a lot of issues with my back, my knees, my shoulders, everything.
• 0:18
  SPEAKER_00: It's from sporting injuries, it's from work, it's from everything, posture, everything.
• 0:24
  SPEAKER_00: So I'm in agony.
• 0:26
  SPEAKER_00: A few weeks ago, I was trawling Instagram, and this dude popped up, and it was actually Zach Lomax for you inner L heads out there, was in the video and he was doing stretches with this guy.
• 0:37
  SPEAKER_00: And I was like, interesting, because Zach Lomax is top of the media at the moment with his contract sagas with Parramatta and Melbourne.
• 0:45
  SPEAKER_00: And I went down a rabbit hole of this guy's page and his stretches and stuff like that, and I was like, fuck, this is sick.
• 0:52
  SPEAKER_00: So I went along a journey of looking at his profile, seeing what he did, and I clicked on a link to his product, which was basically stretches, and it's quite clever.
• 1:04
  SPEAKER_00: He had it laid out that you know, if you wanted stretches for your grind, it was X amounts, lower back was X amounts, they're all about$200.
• 1:10
  SPEAKER_00: But the Kingpin stretch program of them all was$250 or something like that.
• 1:18
  SPEAKER_00: So I put a booking reminder on it or a bookmark on it, and I was like, I'm gonna get that.
• 1:25
  SPEAKER_00: So yesterday I was like, right, pull the trigger on it and got it because I was like, great, this will be easy.
• 1:32
  SPEAKER_00: I'll just have to jump onto a presumed app that I just go through these stretches and I can, you know, put my phone on the floor, put it wherever, and follow the stretches.
• 1:41
  SPEAKER_00: Brilliant.
• 1:42
  SPEAKER_00: So I purchased the program and I kind of waited like a few minutes for anything to happen.
• 1:47
  SPEAKER_00: I was like, fuck, is this a scam?
• 1:49
  SPEAKER_00: A few minutes later, I got an email and it was it was like get your product here kind of thing.
• 1:54
  SPEAKER_00: So I clicked on the link and then it brought me to a page where there was link after link after link after link after link, like we're talking 15 links, each linked to each stretch, like each portion of the body, like hips, grinds, whatever.
• 2:08
  SPEAKER_00: So I clicked on it and then it brought me back to his landing page where it said to purchase.
• 2:12
  SPEAKER_00: So I had my email and name in there, so you hit purchase.
• 2:17
  SPEAKER_00: Then it would send another email back to your back to your email, and you would then unlock those on your email.
• 2:25
  SPEAKER_00: So then what you had to do to watch the video was you scroll down, you clicked whatever the link was dot MOV for movie, you click that, then it downloaded it to your desktop, and you look at it, and I was just like, this is fucking horrible, horrible, horrible user experience.
• 2:40
  SPEAKER_00: Because this is where it comes into with your clients and just removing friction where possible and just giving a good customer's experience.
• 2:48
  SPEAKER_00: So in the program that I run, I use a software and all the videos and stuff are housed in there for the members to watch.
• 2:55
  SPEAKER_00: There's a plug, and there that means that they can go into the levels and look at the respective videos.
• 3:02
  SPEAKER_00: And they don't imagine if I my my my stuff was delivered and they got pinged an email where they got sent the link, then they had to download the link, the video to their own desktop or phone, then click on that and then use it.
• 3:13
  SPEAKER_00: But with this, it seems you just go out, click it, go to the next one, load the video instantly, and it's a it's a horrible user experience.
• 3:20
  SPEAKER_00: And I think like that's that's where the ball is dropped a lot.
• 3:23
  SPEAKER_00: With like some people might have a really good customer experience from the get-go, and then it might be seriously clumpy of even trying to get a payment.
• 3:32
  SPEAKER_00: Payment is such a big thing that people do so much hard work around the other aspects of their electrical business, and then when it comes to payment, the most important thing about your business is getting paid, and you create friction.
• 3:45
  SPEAKER_00: You don't do things like have a system where they can click on a link to get paid, give them information of how they can transfer, or they can use pay ID, which is seamless, it's quick, it's basically it's free, they don't have any card payment on it.
• 4:00
  SPEAKER_00: So if there's anything, anyone uming and awing about card fees, they can then go, you can then go, look, you can use pay ID.
• 4:05
  SPEAKER_00: And if you don't have pay ID or the ability, most banks have it now.
• 4:08
  SPEAKER_00: I think some banks may not, that you are making it easier for them to make that the easiest process in your business is having the ability for them to pay you rapidly, to give them no excuses to get that paid on time immediately.
• 4:22
  SPEAKER_00: And I just thought it's just like I now look at that with overwhelm.
• 4:26
  SPEAKER_00: I'm not that people are going to be overwhelmed with the payment, but I look at that now and I'm like, I just wanted something that I could pick up my phone, pull out some sort of an app or something in the morning, in the evening, get a mat, and then put it in front of me and do these stretches.
• 4:41
  SPEAKER_00: Now I'm like, I don't even know how I'm gonna fucking maneuver this.
• 4:43
  SPEAKER_00: Like I literally might have to do this in my own group to actually make a module where I drag his videos in there, and that's probably what I'm gonna have to do.
• 4:51
  SPEAKER_00: But yeah, it's just it's just removing friction.
• 4:54
  SPEAKER_00: Like I now look at this of being like, for fuck's sakes, I was like, this is shit.
• 4:57
  SPEAKER_00: I was like, the guy's got all the right stuff, he's got all the gear, and now it's just like it's making it really difficult as a user experience to do this, and this is what's reflected is like what in your business are you making it difficult for the customer to do?
• 5:12
  SPEAKER_00: Is it finding a form on your website?
• 5:14
  SPEAKER_00: Is it getting payment?
• 5:15
  SPEAKER_00: Is it letting them know that the job is booked in?
• 5:18
  SPEAKER_00: Do you ever get that where you've got a dental appointment and you book it six months in advance or something like that, and you don't get a notification, and next thing the dentist is ringing you that evening saying, Hey, where are you?
• 5:29
  SPEAKER_00: And you're like, Fuck, that was six months ago.
• 5:31
  SPEAKER_00: How was I meant to remember that?
• 5:32
  SPEAKER_00: You should have sent the booking booking reminder, a booking confirmation.
• 5:35
  SPEAKER_00: And that's exactly what my dentist does in it like a week out.
• 5:39
  SPEAKER_00: He will send you a booking thing.
• 5:41
  SPEAKER_00: You reply with a why if you're gonna make it, and if you don't reply, they cancel the appointment.
• 5:45
  SPEAKER_00: And having little things and systems in your business like that, like I guarantee you, a lot of you guys listening to this are not even using the likes of service mate, sending a booking reminder, booking confirmation, which you can easily set up in the back end to let the clients know.
• 6:00
  SPEAKER_00: Like a day out, they get a text and they get an email saying the job is ready to go, let's book in, or the job is good to go, we're gonna see you tomorrow.
• 6:08
  SPEAKER_00: You can put your own custom message in there.
• 6:10
  SPEAKER_00: But yeah, it's all about removing friction and making the customer experience and your journey with your customer a hundred percent.
• 6:17
  SPEAKER_00: And that's something I spoke about on the live session with the members this week was we went through the review, my full review process, and it was awesome because I got a review the next day to rub it in, and two of the other guys got reviews as well, and we posted them up inside in the group, and that is what it's about is like I went through each star is earned.
• 6:35
  SPEAKER_00: It isn't just you get five stars for doing a good job.
• 6:39
  SPEAKER_00: If you've started off badly, you've had a bad interaction with them, they haven't fully understood what you're talking about, but they still go ahead with the job, and you're hoping just doing a good job is going to get you that review.
• 6:49
  SPEAKER_00: Think again, like there's the stars are earned from the very moment that phone call is picked up or the email is responded to.
• 6:55
  SPEAKER_00: That's where you earn star one, and then star two, three, four, five, they're all basically earned along the journey, and it takes it takes ticking each one of those five stars to get consistent Google reviews.
• 7:08
  SPEAKER_00: But that was my my mini rant about um Omate's way of laying out his program.
• 7:12
  SPEAKER_00: Um just super, super friction everywhere.
• 7:14
  SPEAKER_00: Uh, needs a bit of W40.
• 7:16
  SPEAKER_00: That's it from me.
• 7:17
  SPEAKER_00: That's uh a random podcast.
• 7:18
  SPEAKER_00: I'm just gonna throw it there because I can.
• 7:20
  SPEAKER_00: And uh have a great weekend, and uh any other links you need from me are underneath.