Episode 052: How to Go Above and Beyond with Clients

In this episode, Kim talks about her recent experience with Disney’s customer service and applies that to how you can correctly go above and beyond for your clients and build rapport that way.

Key Takeaways!

• One of the things that happened when she was buying tickets for Frozen on Broadway was that she wasn’t allowed to buy a group of 5 tickets in the seats she wanted, and when she did find a spot that would let her buy 5 tickets, they had no option available for her to upgrade the seats. They really missed an opportunity for her to pay more money to upgrade her seats. (1:09)
• They did not try to sell her anything before she came to the show. Most events will email you ahead of time and ask if you would like to purchase VIP parking or tickets to a pre-show event. Pre-selling is a great opportunity to have at least 5% of your audience upgrade their experience in some way, bringing more revenue into your pocket. (2:16)
• They did not make the experience up to their seat a fun one, which is usually what Disney is good at. They missed an opportunity to have fun artwork, jokes, or something interactive on display on the way to the seats in order to make the audience’s experience better. (4:08)
• Her daughter was scared of how high their seats were, and so the amazing workers there told them that they could go stand in the back so that they could enjoy the show without being scared. The house manager heard about this, and worked very hard to find Kim seats to sit at on the ground level. (4:53)
• We always want to move mountains for our customers, but it is important to let them in on the mountains that we are moving for them. This makes sure that they will appreciate these scarifies more and won’t expect exceptions as the norm. (8:47)
• Let your client know that what you’re doing to go above in beyond, IS above and beyond. (9:11)
• The next time you are being asked to move a mountain, the best response is, “I’m not sure if we can do that” and then give them a reason why. Then tell then that you will look into it and see what you can do. Let them wait a minute so that they can see that what you are doing is an exception and that this cannot be the norm. (9:33)

Resources Mentioned in this Episode

Website:

Morningcoffeemarketer.com

How to get 10,000 Facebook fans in 3 days or less

3daysto10k.com