Three Unbreakable Rules of Client Experience

Jay Baer focused on the keys to creating experiences that go “above and beyond” and truly foster lasting loyalty. This talk provides a practical framework for transforming client interactions into opportunities for differentiation and advocacy.

Key Items:

• Quick: Valuing Client Time

  • Recognize that clients interpret speed as caring and responsiveness as respect. 

  • Prioritize prompt communication and efficient processes to demonstrate that you value their time. 

  • Implement strategies to reduce response times and streamline workflows.

• Clear: Closing the Uncertainty Gap

  • Address the anxiety caused by information asymmetry by providing clear and transparent communication. 

  • Anticipate client questions and proactively provide information to close the gap between what you know and what they know.

• Kind: Empathy-Driven Interactions

  • Cultivate empathy and demonstrate genuine care for your clients' feelings. 

  • Empathy starts with language and involves understanding and sharing their perspective. 

  • Prioritize empathy before delivering information, especially during stressful situations.

• “Client experience is determined by the difference between their expectations and the reality they encounter. “

• Consistently deliver exceptional experiences to earn the benefit of the doubt from clients. 

Action Items:

1. Establish a clear protocol for responding to client inquiries within a specific timeframe. Utilize technology to automate initial responses and ensure timely follow-up.

2. Create a comprehensive communication system that proactively addresses client questions and concerns. 

3. Train team members to prioritize empathy and kindness in all client interactions.

ONE Thing to Remember:

By consistently delivering on the three unbreakable rules – quick, clear, kind – you can create exceptional client experiences that build loyalty, foster advocacy, and differentiate your business.