Have You Heard to Just Work on the 80%? Let’s Talk about the 20% that is left…

In this episode, Tara shares the hidden 20% that will make all the difference in how long your customers stay with you and why the advice of just doing 80% will only help you for so long…

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Transcript
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Hey, course launchers. In today's episode, I want to talk

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about the other 20%. Okay, so you've probably been told, it's

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all about getting 80%, right? Just just work on the 80%, get

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it 80% of the way there. And it's all good, right? You just

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have to keep doing the 80%. But today, I want to talk about the

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other 20%. Because I don't think people spend a lot of time

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talking about the 20%. Because here's the reality is when

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you're starting out, when you're working on your MVP, when you're

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first starting a business, whatever it is, you're putting,

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you're starting a new product, you're building something new,

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getting 80% is amazing. Because you are getting out of your

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head, you're packaging it, you're putting it together,

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getting something out there, which is so so very important.

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We talk a lot about that, right? If it's in your head, if it's

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something that's not out in the world, and people need it.

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That's a travesty. Right? So the very first step is absolutely

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100%. Get it out into the world, get it into something that you

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can sell something that people can consume, that they're

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getting results from, like 100%, all day long. Go for it. But

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that's awesome. So however, one day, you actually have to land

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the plane and do that extra 20%. And I want to talk about why.

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And I want to talk about how in today's episode so first is the

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TSS. Like if you think about Tony Robbins, for example, who

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if you don't know Tony, he is a self or personal development

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coach. Right. So he has been doing this for 100 years. And,

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and literally, Tony, actually, he's been doing this for a very,

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very long time. And he talks about the same things over and

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over and over and over again. So he isn't recreating the wheel.

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He isn't like making up new material. He is literally he's

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had the same programs, in in various modalities for I don't

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know, maybe 40 years literally is how long he's been doing

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this. And, and so it's not what he's not doing is recreating

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things to get to 80% every single time he does a new event,

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every single time he helps people. He is literally doing

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the same thing that he has been doing. But each time he is

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dialing in his craft even more, right. So he has gotten from

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that 80% to that 20% by repetition by continuing to

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teach the same thing by getting, you know, so good at helping

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people and making his message so clear and simplified that he can

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help people faster than anybody else because he has perfected

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the art of what he does, right. But when he started he was doing

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80% In the years that he has been doing the same programs. He

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has really gotten that whole last 20% dialed in. And because

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of it, it's made him very successful. This week, one of my

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mentors Russell Brunson. He is doing

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your first funnel challenge. And so he is literally showing up

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every day for about two hours teaching people how to build

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funnels. Well, Russell has been in this game for a long time, he

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has probably taught, I don't know, maybe a million people how

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to build funnels. And I was in one of his high level

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masterminds years ago, and I tuned in just the other day. In

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fact, I just went to his live event a couple of weeks ago. And

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the man is talking about exactly the same things. He has the same

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stories. He has the same methodologies for how he's

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teaching what he's teaching. He has books, he has live events,

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he is doing this challenge. He's doing all these other things,

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and he's talking about funnels. Do you think that Russell, who

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has created a billion dollar valuation business is ready to

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move beyond funnels? Probably, right. But that is what he's

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teaching. He has perfected the art of funnels, he's perfected

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the art of teaching people how to create funnels, how to build

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their businesses, with funnels, and how to get people to move

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from not thinking that it's, it's something that's for them

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to, to getting, you know, completely well versed in it and

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not only that, but you know that you can actually start a

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business, helping people with funnels. He has been teaching

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the same thing over and over and over and over and over again.

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Right when he started it was 80%. Now he's got it dialed in.

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Now he's taken that last 20% and perfected it, he can help people

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faster and easier, and in a more clear manner than he could when

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he first started the 20%. He is also very successful, right? I

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think about over and over and over again, all of these people.

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They're not creating things, randomly willy nilly. All the

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time they have their main offers their main things. And they are,

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they're working on perfecting them. They're doing the MVP,

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they're doing the v1, they're doing the v2, they're doing a

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v3, they're getting to that last 20%. So one of the things that I

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find fascinating about this world that we live in is I think

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the message has been lost. For a lot of people where they hear

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we'll just get to 80%. And then they stop. And what happens is

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that, when you when you operate it the 80% forever as it as it

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pertains to your business model. There's, there's always this

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sense of chaos that's happening, either, from a company

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perspective, right, you don't have the right systems, you

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don't have the right teams, you don't have the right things

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happening, you're sort of making decisions on the fly. And also

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on the product or service side, right, the customer always feels

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like you're just sort of making it up, right, you're things just

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aren't quite dialed in as exactly as they should be.

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Right. So you've gotten to the 80%, it's great. But at one

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point in time, it starts to show that last 20% starts to show.

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And so one of the goals in building your business and

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getting to the place where you can grow and scale it is to

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really dial in that last 20%. And in so when you're not doing

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this, it looks like customers leaving customers not completing

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your programs, customers are frustrated. They're they're

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calling with lots of questions, there's miscommunication,

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there's a lack of sort of consistency and how things are

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done. That's on the customer side. On the team side, you have

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turnover, people aren't sure what to do. There's sort of, but

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I always call it like the conundrum of the Dropbox folder,

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right? Like you have a million things all over the place,

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things aren't dialed in you, you're continuously re

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recreating things, right, it's almost faster to recreate

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something than it is to find what you have in there. All of

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that are signs that you need to dial in that 20 That last 20%

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I'm working with a client right now who has a really awesome

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thriving business, right, they've been able to dial in

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their front end, they have a solid offer in terms of

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fulfillment. But what's happening is that 20% is

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starting to show to their customers, it's starting to show

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in the way that they deliver their services, it's starting to

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show in their communication, it's starting to show in what

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what what happens is it starts to erode your professionalism,

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it starts to erode people's confidence. And they start

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thinking, Well, I don't know, maybe these people aren't who I

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want to be working with because of X, Y and Z, right? There's

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just like,

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certain amount of chaos is always present in a business.

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Because if it's not, you're not growing, and you're not

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evolving, and you're not changing, but it's how you deal

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with that. And at some point saying it's all about the 80%.

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And being okay with that, when you're serving your customers is

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going to come back to bite you. And and this particular customer

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is, is it's interesting. So they have a really strong front end,

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they're able to get people in, but they're not staying. And

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they're not attending their higher ticket offers that they

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have on the back end. And in this, this customers really

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frustrated by that they're like I don't understand, like we we

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can get all these people in. And we have all of this content, we

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have all these things for them. But people aren't showing up,

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people aren't coming. They're not staying, we have we've hired

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all of these people to help them get personalized attention,

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because they're not going through the material. And so it

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just feels like something's missing. And like, it's that

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last 20%. So for example, this is a really small example, but

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I'm gonna give it to you because it is for me, and I'm in this

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space all the time. But for me, one of the one of the indicators

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that there's a little bit of this going on and accompany is

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when they're email auto responders, right? So the

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reality is people are sending automated messages, but it for

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me, and again, this is small, but when they're not tagging

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people when they purchase so they they they fall off or not

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even purchase but complete an activity that they fall off of

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that email. Sequence, right once they've done the activity with

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if you do not have that tag and your customer continues to get

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things even when they've they've taken that particular action And

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that is a is a indication that that last 20% is not dialed in,

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in your company. It's it's such a small thing, but it's, it's so

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telling. Because if you're trying to sell something, or you

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want somebody to attend an event, or you want them to do a

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particular action, and then they do that action, and then you

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don't actually take them off of the reminders to do that action,

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there's nothing that makes somebody feel like a number and

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that they're not important and that you're not paying attention

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to them. More than than that, because, yes, we all have auto

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email autoresponders. But don't you really, it just in your

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heart, feel like when you're reading that message, it's for

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you. Right, and, and then it has been sent directly from

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somebody's desk to you. Right? Like, we feel that as a

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customer. And when there's evidence that we're not actually

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we're just a number and, and we're not important, that starts

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to erode, their confidence starts to erode their their

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ability to see that, well, maybe they're not paying attention to

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me, maybe this isn't a personalized experience, maybe

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they can't meet my needs, because they don't even know who

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I am, or what I need. Those types of things. That last 20%

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is what will make the difference between you having a customer

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and keeping them or having a customer and having them leave.

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And most of the time, people don't even worry about well, it

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doesn't really matter, right? It doesn't matter if they've bought

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the ticket to the event tonight, continue to remind them like, I

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guess it's a good thing that they're getting that no, that

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shows that you're not paying attention to them, you're not

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personalizing the experience for them. So if you're using email,

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auto responder, autoresponders, and you're not tagging people to

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leave that list, leave those reminders, when they've taken

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the action you want them to take, you're not using your

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tools correctly, right.

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But on the flip side of that, think about what it does to your

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customers. Right. So I have a dozen dozen examples of that.

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But I do just want to emphasize that other 20% does make a big

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difference. How do you welcome somebody in to your program?

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What do you do when they finish? How do you help them actually go

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through the program and make sure that they're getting

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results? What are those personal touches that you're adding, and

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don't Don't kid yourself, you can add personal experiences and

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have them automated at the same time. Just pay attention to the

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details. Right. But the difference between somebody who

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get it become successful, and the person who does not, is when

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they have that personalized. And I say personalized, it can be

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automated, but it's still personalized, personalized

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approach to their experience and their journey and what they're

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going through. And you always have to keep that in mind that

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you're actually serving a person at the end of this, right. You

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can automate, you can package you can do all the things that

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you want to do to grow your online business. But at the end

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of the day, what you're doing is you're literally just serving

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the person who you are best to serve. And the more you can

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remember that the more you can remember, like, Oh, I'm like,

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This person is just sitting in front of me. How can I give them

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an awesome experience, you can do that by dialing the last in

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that last 20% it will make the biggest difference in your

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business, in retaining your customers and, and then taking

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your customers to the next level. Because the reality is,

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is it costs a heck of a lot more to get a new customer than it is

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just to keep the ones that you have. So there you go. That is

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my tip for today is don't forget about that extra 20%. My

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disclaimer for this is do not think about the 20% before

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you've done the 80%. Right, like you've got to get in the game,

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you've got to get it get it out there into the world, the

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perfecting part of it, the personalization, part of it,

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that last 20% comes when you have some experience with your

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people, right? It comes when you are able to see what they need

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in order to be successful, some of it that you can anticipate

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that's what we specialize in is helping people anticipate those

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things based on when they know they're going to struggle. But

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either way, don't worry about the 20% before you've done the

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80% but eventually, you've got to dial in that 20% In order to

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keep growing so if you're at that place where you're like,

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you know what things are dialed in, things are great. I've I

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feel really confident that we're ready to grow and scale. It's

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time to dial in that extra 20% Alright, there we go. That is my

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course building tip for today. Enjoy

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