Ep 10 - Beyond the Sale - Nurturing Customer Relationships

 All righty, welcome to the very final episode of Digitally Done, your podcast for getting your digital thing done. Imagine that. All right, I am your host for the day. For today, I am Lizzie Macaulay, a communications and strategy specialist for small business. With me, I have two excellent humans who have been with all of us the whole way through. I'd love to introduce you, reintroduce you to the amazing Sam Winch and the amazing Nikki Cali. Hello ladies. Hello. It's gone so quickly. It has gone so quickly. And just to say, if anybody hasn't noticed, Sam has a spectacularly husky voice, right? She's going to make me want to make her talk more, but she probably going to want to talk less. That's okay though. Hey Nikki, what's going on, man? Oh, nothing much. Just hanging out with my gals that I love. And I'm just so excited that we got to this point. I think, you know, with everything that we've talked about over the past, you know, few weeks. It's exciting to get to this point. It is. And this point today is next steps. So next steps is all about, right? You've sold the damn thing. Now what? Because do you know what? Getting to the point of selling is not the end of the journey, but what midpoint, I would say something like that. So why don't we start? I don't, I don't mind. I'll throw it open to the group. What do we do once we've got somebody's money? What happens next? Do we just abandon them and just go, thanks for your money. See you later. Please don't, please don't do that to your poor little customers. No, it's, and it's a conversation I have with course creators a lot. Cause I think there is so much opportunity and value in that very first, what happens when they press buy, but so many people sort of stop thinking about it because they call, I've got a course, they press the buy button done. But the truth is there's so much opportunity in that, keeping them really loved and feeling supported in that welcome process. Be that welcome emails, be it sort of presence while they're waiting, especially if you're in a pre sale period or a wait period, something for them to get their teeth stuck into. And so they don't just get cold feet with going, I handed you a chunk of money, but now I'm just waiting. What comes now? I'm really looking after those people as part of that next steps process. Like they're cool. They've pressed by, they trusted you enough to give you their money. Now what, like, how can you look after them during that process of pressing by? Cause I think that's, it's a really common experience for people to feel all loved in these sort of pre sale nurturing phase, and then feeling like they've been dropped like some kind of unpleasant thing immediately after they've handed over their cash. Nikki, have you ever seen that happen in your, like, not that you have done, but have you ever received service like that? Or is it something that you've heard about in your community? I think that's the biggest fear. Yeah, I have. I've, I've come across, so I've gone, you know, invested a bit of money in something and then gone, hello, acknowledgement, where do I go now? What do I do? So that's the biggest thing. I think just, just like Sam said, I think we're all in agreeance here. It's just making sure that we're acknowledging that action, that someone has taken that big step to trust us and just deliver on just an interim, like, you know, Even if it is just starting, or if it is something that they just get access to straight away. It says now how to, you know, that user experience, the flow, where they're going to go, let them know that this is what's going to happen now. That's where you're going now. And if you need me, or if you need information, this is where you can go. Like letting people know that. There is that support there at different levels as well. Like you don't physically have to be there for them at that point of sale, but if you've got something there to send them to afterwards, that will show them what they can do and where they're going. That's really beneficial. And just removes that, you know, that after phase of, I've just purchased something, what am I doing? Like that freak out post purchase, you know, thing. So. Yeah. It's just, you know, making sure you're there for them. And I really do appreciate it. It's amazing how far that goes. So I would argue, and I've only, I mean, I've only just developed this properly for myself, which is a great shame for like for everyone who'd counted me beforehand, but the honest, honest to God truth is that I only just developed a very specific onboarding process. Recently, because before that, I was like, yeah, let's welcome in and you have all this warmth. And it's, it's kind of a bit higgledy piggledy. Or it has been in my space because my creative brain didn't think about processes until more recently. So I suppose like. The thing, the point that I'm trying to make is that it is something that you can absolutely systemize and ...