In this episode, Tara gives tips and tricks for dealing with the not-so-awesome customer that tries to either take over your business or sabotage your energy.
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Transcript
Hey, everybody, it's Tara, Bryan, and you are listening to
Speaker:the course building secrets podcast. Whether you're a coach
Speaker:or a CEO, the success of your team and clients is based on
Speaker:your ability to deliver a consistent experience and guide
Speaker:them on the fastest path to results. This podcast will give
Speaker:you practical real life tips that you can use today to build
Speaker:your online experiences that get results and create raving fans.
Speaker:Why? So you can monetize your expertise and serve more people
Speaker:without adding more time for team to your business. If you're
Speaker:looking to uncover your million dollar framework, package it and
Speaker:use it to scale, you're in the right place. Let's dive in.
Speaker:Hey, everybody, in today's episode, I want to talk about
Speaker:the customer from hell, right? So it is going to happen, it's
Speaker:not a matter of if it's a matter of when it will happen, that
Speaker:you'll have a customer that's not the best fit for you your
Speaker:style your teaching, or for whatever it is that they think
Speaker:that they want, that you are not delivering in the way they want
Speaker:you to deliver it. So one, check a little bit about that in
Speaker:today's episode. So first of all, I want to just address like
Speaker:when it's appropriate to bring in, you know, customers who may
Speaker:or may not be an ideal fit for you and your style and your
Speaker:program. And in the answer is, of course, like never, you never
Speaker:want to do that, right. But it happens in your beta phase right
Speaker:in your sort of prototype 1.0 version of your program. One of
Speaker:the things that I always recommend that people think
Speaker:about is, instead of curating who was coming in, because you
Speaker:need at that point, you need raving fans, you need people who
Speaker:are going to give you feedback, both good and bad, right. But
Speaker:they're doing it in a way that's positive, and they're not trying
Speaker:to sort of sabotage or, you know, ruin your momentum as
Speaker:you're moving forward. And, you know, while you don't need to
Speaker:discount your beta, you don't need to necessarily tell people
Speaker:that it's your first time doing it and, you know, whatever else,
Speaker:it is appropriate to talk about the fact that this is the
Speaker:prototype, or the beta or the 1.0, or however you want to
Speaker:address it.
Speaker:And that you're bringing them in, and you know, as a founder
Speaker:as, as the, you know, one of the key people who will help grow
Speaker:it. And so they know the spirit in which things are being built
Speaker:at this point, right? Think about product development, which
Speaker:is really what you're doing, as you're building out your online
Speaker:program is product development, when you're creating a physical
Speaker:product, you have a prototype, right? That you have something
Speaker:that that people are able to test and play with, and you see
Speaker:what's working, what's not working. And you don't finalize
Speaker:the product until you've gone through that testing. Your
Speaker:Online Program is no different. And so you have to go through
Speaker:that initial testing with real people to know what's working,
Speaker:what's not working, what do they like, what do they not like. But
Speaker:there's a difference between getting positive feedback or
Speaker:constructive feedback, and just negative,
Speaker:more toxic feedback. And so it's okay, if you are in that
Speaker:situation, or somebody is, is, you know, kind of taking a turn
Speaker:for the negative to let them go. To tell them, it's not a good
Speaker:fit, to refund their money, and to thank them for participating.
Speaker:But that you're, you know, going to shut off their access.
Speaker:Because what the goal is right now is for you to test and
Speaker:perfect and get your program out there. It's not necessarily to
Speaker:deal with all of that. So I'm giving you permission today, if
Speaker:you have that customer from help, it's okay to go ahead and,
Speaker:and let them go. But use the lessons of what you've learned
Speaker:of the feedback that you've gotten
Speaker:to perfect and tweak what you have done, both in the messaging
Speaker:on the front end, so you don't get those customers who come in,
Speaker:you know, so they know exactly what they're what they're up
Speaker:against. And stylistically, there's a match. And in your
Speaker:program, make sure that you're using their feedback to, to, you
Speaker:know, again, continue to grow your program, but don't get too
Speaker:hung up on
Speaker:unchanging things just because somebody is giving you that
Speaker:feedback, right, really stand behind what you know, is
Speaker:working, the style of people that you're bringing in, and
Speaker:they're really thankful for it. Right? So to views that sort of
Speaker:holistic picture, not just the feedback that somebody has given
Speaker:you, like one person has given you.
Speaker:But the other thing is, is that there's a time and a place for
Speaker:bringing in people who may give you some more difficult
Speaker:feedback, and your beta may not be it. And so it's okay
Speaker:Eat to hand pick or curate, the people that you're having in
Speaker:your beta, sometimes people get hung up on well, they just want
Speaker:to get as many people in as, and they want to get as many dollars
Speaker:as possible. And so they let anyone in.
Speaker:Probably not the right time to do that, because things aren't
Speaker:perfected, things are a little, you're kind of in the messy
Speaker:middle of it, right? And, and so if you see that somebody is
Speaker:going to be more difficult, maybe they have a lot of
Speaker:visibility, so they have kind of be up the option to sort of make
Speaker:or break your success as you're moving forward. Probably not the
Speaker:right time to have that in, maybe wait until the next
Speaker:version before you do that. Okay, so if you get them, how do
Speaker:you deal with them? Right? So what what kinds of things do you
Speaker:need to do, if you end up with somebody like this in one of
Speaker:your programs? Number one, take their feedback, right? Let take
Speaker:their feedback, write it down, put it where it belongs, and and
Speaker:keep going, keep moving forward. But take their feedback, and it
Speaker:take it to heart. But don't let it derail you from what you're
Speaker:doing.
Speaker:Yeah, consider it constructive feedback, right? And, and use it
Speaker:just to,
Speaker:to filled out what you're doing. Or you can just refund their
Speaker:money, say, thank you so much for being here. I appreciate the
Speaker:feedback, it seems like it's not a good fit, why don't we go
Speaker:ahead and just, you know, stop the relationship, refund their
Speaker:money, or how you know, whatever your guarantee is, just exhibit
Speaker:that say, thanks so much, you know, appreciate it, maybe you
Speaker:would like to come back in the future, when it's more polished
Speaker:and put together. Because what you don't want them to do is to
Speaker:sabotage, or go out and,
Speaker:you know, start talking about you or your your company or your
Speaker:program or your product, right.
Speaker:The other thing you can do is bend over backwards to, you
Speaker:know, accommodate their needs, at the expense of everything
Speaker:else expense of your program expense of everyone else who's
Speaker:signed up, right? And so those are sort of the three different
Speaker:directions that people go and one of the things to really
Speaker:think about, is this is happening to you. What is it
Speaker:doing to the rest of the people? What is it doing to you or
Speaker:momentum as you're building? What is it doing to the program?
Speaker:In general? Is it enhancing the program? Or is it distracting
Speaker:you? Or is it affecting your energy? Is it affecting your
Speaker:ability to really deliver with other people, if it is, it's
Speaker:time to sever the relationship, right? Just give them their
Speaker:money back, it's not worth it, to have it derail you
Speaker:significantly.
Speaker:And then of course, you can take that feedback, ticket to heart,
Speaker:think about next time what you would do, there are going to be
Speaker:people that aren't a good fit for your program. There are a
Speaker:good there are people who
Speaker:you know, may need somebody different. If you are somebody
Speaker:who is more
Speaker:you like to discuss you like to have long conversations and you
Speaker:have somebody who's just super direct and wants just get in and
Speaker:get out. That can be a good fit. That's okay. Right? There are
Speaker:lots of people who match your style. So don't force it. If it
Speaker:feels like it's not going to be a good fit. So those are some of
Speaker:my tips and tricks for how to deal with customers from help.
Speaker:But they will come it just a matter of when and and the more
Speaker:you have techniques and strategies for how to deal with
Speaker:that, the easier it's going to be as you move forward. But
Speaker:don't be afraid to stand behind what you have. And also don't be
Speaker:afraid to take the feedback, right? But just don't let it
Speaker:derail you and make sure that you're bringing people in at the
Speaker:right time. Somebody who is more difficult may not be the best
Speaker:fit when you're first starting out. You really need people who
Speaker:are going to be you know,
Speaker:lifting up through this process giving you feedback, right? You
Speaker:want that constructive feedback. You don't want to have the
Speaker:clappers. But you also want somebody who can deliver it in a
Speaker:positive manner and not try and derail all your efforts. So
Speaker:there you go. Hopefully that tip serves you today as you go out
Speaker:and find those awesome customers that will get results and become