How to Never Lose a Customer: Strategies for High-End Contractors (ft. Joey Coleman)

Joey Coleman, the Wall Street Journal bestselling author of "Never Lose a Customer Again," shares proven strategies tailored for contracting companies to enhance customer retention and create remarkable customer experiences. Joey dives into the critical first 100 days of the customer journey, revealing how contractors can turn new clients into lifelong advocates.

Timestamps:

01:17 – The Problem with Client Retention
04:26 – Understanding Client Emotions
10:31 – Importance of the First 100 Days
20:07 – Eight Phases of the Client Journey
47:42 – Enhancing Client Experience with Empathy

Key Takeaways:

– Understand the emotional roller coaster customers experience after hiring a contractor.
– Learn how to address buyer's remorse and ensure client satisfaction from day one.
– Discover six powerful tools to create memorable interactions with clients.
– Explore the eight phases of the client journey and how to excel in each.
– Gain practical tips for enhancing in-person interactions, email communication, physical mail, phone calls, video messaging, and gifting.

Joey's engaging presentation is packed with actionable insights and real-world examples that will help you transform your client experience and boost your bottom line. Don't miss this opportunity to learn from a true customer experience expert!