Welcome to another episode of Explode Your Expert Biz Show, brought to you by http://gtex.org.uk/,
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In this episode, we talk about:
- How to upsell your existing customers
- How to start the conversation
- How to keep the relationship intact and give them a great experience
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Let’s talk about upselling your existing client without throwing the relationship with them and selling the weak class.
Now there are a lot of situations where, probably have heard that before that your existing client is your best next client, but a lot of time in particular in this industry, but in any other industry, no matter if you’re a coach, a speaker, a trainer or a consultant, there might be a fear for some people to contact that particular client to see if they need more support, if they need more help and there are a few reasons why this happened.
So what I’m going to explore in this video is that why is this happening in the first place and also how can you actually start and approach the conversation with your existing client so they can buy from you over and over again. There’s something that in GTeX we have been doing for many years and in fact, a lot of our best clients, they come and buy from us over and over again when we launch new products, when we launch new services.
That’s also the best testament of the fact that you are providing quality work and that you are providing quality material. That you’re doing a great job for them and that’s why they will want to buy even more.
So thank you very much for watching, my name is Simone Vincenzi. I’m the co-founder of GTeX and we turn experts into authorities. So we are live here on my Facebook page. I’m going to be sharing right now this in different groups where we have and as well I’m going to be sharing this on my page so then anyone that has a question, then you can come and ask me any question about this topic right now or if for example, you are listening to the recording, whether it’s on YouTube or on the podcast, then know that you can come on my Facebook page, Simone Vincenzi and interact with me live when I am launching and when I’m running these solo, these solo episodes.
Right, so let’s get started right now. Sharing is done. Let’s look first at why does it happen? Why is there this resistance to make that sellers to immediately actually contact that client first.
Well there are things that happens and this conversation has been in inspired by a conversation that today with my good friend Katya where we were talking about and brainstorming on this topic. So there are things that are few reasons why this happened.
So one is sometimes we can feel that the client bought something, so the client just bought something from us and they are excited, they thought they bought it because they wanted to get a result, a particular result, but somehow they are struggling still to get the results that they wanted for the things that they bought in the first place.
So coming back to them and offer extra support for a fee can feel like an admission of, but maybe I am not good enough or maybe the product that I sold the wasn’t good enough or maybe the client now is going to complain because now they didn’t get what they wanted in the first place and so that’s one fear that can come up.
Another fear of that other people have can be how actually do I start that conversation because they are clients, they are happy, it’s almost like don’t awake the sleeping lion. What if they’re going to turn in to me and say why you selling me more or like there is something bad around sales in their mind or like they’re going to ruin the relationship that you’ve built with them.
So found that with the many conversations that I had, these are the two biggest reasons why people would stop approaching a client to offer them additional support or an additional product or an additional service, but once you get out of your head and you start reframing things that your client bought something, maybe they started an online of course and they are still struggling or they’re still not finding their feet, it might actually mean that the information in the course that you delivered were perfect.
The implementation and support that deliver was great, but they needed something more. They needed something more. that needs a bit more customised approach or maybe they might want something more. They might want a bit more of your time.
They just want to brainstorm things things with you that requires that maybe is not included in what they bought in the first place and cannot be done there because it just requires deeper work.
Now every time you will work with a client, they’re all coming from different level, different spaces. There are some people that you send them a video, you don’t hear from them for a month and they’ve done an incredible job just watching that video and that’s all they needed.
There are people that need the consistent hand-holding maybe for a year or two before actually they get the results that they wish they got in a month or two. Every person is different. So first of all, a knowledge that the person in front of you that is there requires a bit of support and sales and customer support as going hand in hand.
Sales is customer service because it is being aware of where the customer is at, where the customer is struggling, where the person is they’re saying hey, I need more help. I can’t really do this with what I’ve bought so far and so on believe is my duty and is your duty to actually offer that support, offer that level.
To direct them with integrity to what they’ve bought already and say hey listen, if you’re struggling with this, what you’ve bought already, you can find the resources information there, XY, in these places, but if you need this extra support, this is what I can provide for you if you’re interested in having a try, let me know or this is how much it’s gonna cost you if you want that and if you start approaching this from this way of thinking, from this way of seeing things where you are actually, your sales role, actually the fact that you made an offer is because you we’re aware of your clients, because you were attentive, because you wanted to support them even more to get them even faster results on top of what they got so far.
Now things that are easier if it’s for example something different. If maybe they, you are launching something different from what they bought, then it becomes easier because you’re not offering more of kind of what they bought or more support on what they bought, but you can say hey, I’ve got this other thing, are you interested in it?
So is it really important that as part of your marketing strategy, is actually being aware of where your clients are because it’s so very true, your best next client is your current client. If you deliver a great job for them, if you show them that you care, if you show them that you have their best interests at heart, if you show them that you are there, the money is secondary, the results comes first, then people will not feel that you’re just there to see how many pounds or dollars can you squeeze out of them and then people will not feel that there is no breaking relationship because you have shown that you’ve cared and that’s where it’s important where the upsell is important as a next level of customer service.
So think about it. What have your clients bought already that they need extra support and maybe like make a list of your clients, reach out to them, ask them how are things going? Do you need extra support in this? Or if you know it already because they already told you, hey I am really struggling with this, I cannot do it at a current level or the same issue is repeating over and over again, then it’s your time to step up and say hey, privately, let’s have a chat. Would you like more help?
Would you like more support, would you like me to maybe spend a couple of hours with you, just focus on this in case maybe they bought an online programme or they just bought a video programme or if maybe they’re going through a mastermind where they get incredible support because there is group sessions then asking them, hey do you want just to spend a couple of hours one-to-one.
This is how much it’s gonna cost you. We get it done and then you go back into the mastermind. So the great thing about the with existing client is that you can be more flexible. The relationship is there and therefore the sales conversation, if you deliver a great job, they already trust you. If you deliver good material, they already trust you, they already love the work that you do.
So you don’t need to resell yourself more. Actually the first sale is the most difficult one. It’s not a second sale or a third sale, the first sale is the most difficult one because it is almost like putting a pound or putting a signature in that first step of relationship.
You know, when you’re going out with a date and you have a new you date that you’re going out with. The most difficult date is the first one . That’s where everyone is more nervous, then after the first day, there is the decision of I’m going to see this person again or not, but once you’ve made a decision of seeing this person again, then unless this person fucks up then you’re more comfortable to go on there to see them again and so and the same things applies in sale and upselling and delivering value to your clients. So let’s look at how now do we approach this conversation.
As I said, you can approach this conversation in two ways. One is to look at what they bought already and what additional support you can give them related to what they already bought. For example as I said, they bought a mastermind programme.
Maybe they are stuck in one part or one specific part. Maybe they are stuck in creating their marketing strategy, you work in marketing and their issue comes up over and over again. Say hey, let’s just resolve it. Let’s jump on a couple of hours call and do that or hey, you know that I’ve got this implementation programme. Why don’t you his programme which is perfect to solve that problem or you can invite them to do something new.
Maybe you have launched a new programme, you have launched a new service and now you’re ready to put it out there and so the first place we should go is to invite your current clients. Say hey, this is what I’m launching, are you interested in being part of that? ‘
Cause some people will be if you delivered a great job in the first place. So then the question is how do we approach that conversation? With your clients, you will always have, when you have your session, whether it’s a mastermind, whether it’s maybe a Facebook group where they are sharing their goals, they are sharing the intentions, they’re sharing what they’re struggling with. If you see the same thing popping up over and over again, after you direct them back to the resources that they already have, if the problem persist, it’s silly to direct them back again to the same resources. I mean of course you can update them, but maybe they just need a deeper level of conversation.
They just need a deeper level of support or maybe they just want you to do things for them if that’s the industry you’re in and that allows that to do. So, but it’s less about like pitching, call the client and say hey, I’ve got this, join it right now, there is an incredible offer.
If you don’t buy right now, tomorrow it’s going to be 600. No, it’s not about that. The relationship is there so the conversation can totally be and should absolutely be focused on your client. Say hey, I’ve noticed, contact them, not in public if it’s a group for example.
Say I’ve noticed that you’ve been struggling with X for a period of time for the past three months. I’ve directed you back to these resources, they’re always there, but I would love to give you additional support, is it something you’re interested in or if you already know what that support would look like, say hey, I have this programme where we actually tackled that particular problem in about a month. Would you like to know more about that particular programme or so you can leave it open to have a conversation or if you’re ready about the programme, you can tell them hey, I’ve got this, are you interested in that and then finding if it’s the right thing for them, if it’s the right thing not for them, but without applying, the break in relationship is where too much pressure is applied.
That breaks the relationship, but not in the ask because they trust you already. They trust that you already have their best interests in your heart. So if you say I have this, are you interested in having a conversation? Then most of the time they will say you know what, no, I’m good with what I have or no, I don’t have the funds to pay for extra or they will say yes, I’m interested, tell me more and they say okay, let’s jump on a call, let’s brainstorm what kind of help you need and then I’ll tell you how we can work together then you can give them a deal because they are client.
I love or giving deals to current existing clients because it will cost you more to get anyway a new client that doesn’t know you, doesn’t believe in you, doesn’t trust you, than having a current one just making a decision based on can I afford this or not.
And I will always give a good discount to my existing clients because my next, I strongly believe my next client my next best client is my existing client and if you apply that mindset to what you do and you apply that mindset of customer service, of listening to what they are saying, of being present, of being attentive, of showing them that you are actually, you go above and beyond and you really want to help them and not just leave them where they are, then your clients will respect you even more, they will buy from you even more and then suddenly you’ve added another to complete a revenue stream to your business where your clients now have multiple touchpoints and multiple products and multiple services that they can buy from you to get something done, to get something done better, to get something done more effectively.
How powerful is that. So you’re not only actually now creating multiple revenue streams within your business, but you’re supporting your clients even more in that process. You get happier clients, you get better testimonials, your business will grow even more and that’s what we’ve been doing with GTeX consistently for the past five to six years.
When we started, after we had the community that were buying the first product or the first services, we kept engaging with them. We kept listening to what they were saying. We kept giving them what they wanted and guess what?
They actually like the conversation becomes, thank you for supporting me. It’s not oh you’re selling me again, it’s thank you for the additional support that you’re providing and so if you switch that mindset and you approach these conversations in this way, now your business is going to grow faster, your clients will be happier and you will have even more case studies, more testimonials and rinse and repeat and you have a great system for your business.
So let me know, I want to thank Katya Varbanova from 20K Nation, big shout out. You can check in with their at livestream Katya on all the different social media handles. I will put the links as well here or contact here in the show notes for inspiring this conversation, for inspiring this episode.
In fact she was like there on messenger saying, oh wow, you should do a video actually on this. That’s really useful, I was like okay, I’ll do a video . So here I am if you hours later doing the video talking about this and it was a game-changer for our business, is a game-changer for our clients. It would be a game-changer for you.
If you have any other question, feel free to reach out to me. Join our Facebook group which is eXplode Your eXpert Biz Community. The links are in the show notes. You can find the links here in the comment as well. Make sure you join, it’s eXplode Your eXpert Biz Community. I’m answering all the questions there. I’m there giving resources, giving free trainings. So make sure you jump on the group and you get more support for your business. This is our gift for you. That’s an incredible community. More than 1500 expert, entrepreneurs, speakers, coaches, trainers just like yourself that want to grow, they want to scale, they want to make an impact in the world so make sure you join the community. Thank you for watching, thank you for listening. I’ll see you next episode and remember that together we grow exponentially, ciao.