← You Can! Inspiring Women In Business
You Can! Inspiring Women In Business
The Secret To Helping More Clients Without Adding More Hours
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Sarah Jolly Jarvis
Foreign. Welcome to the UCAN podcast. I'm your host, Sarah Jolly Jarvis, and today we're going to be talking around how you can provide high value client support without overloading your schedule. How you can serve more clients without adding more hours to your day, to your work day to fit those clients in. So, you know, you've got that traditional mindset of we often believe that direct the face to face time is the most valuable. You know, getting access to that, that person, and that's where that value is for those clients. And to a point, I 100% agree with you. I was talking to a client recently and she said she'd signed up for somebody else's program and she'd gone from having that opportunity to speak to that individual to having no access to her and she felt rather tutored by that. And I totally understand that we're not talking around taking any contact with you away, but what if I was to tell you that you can actually provide more value and help more people and work smarter or freeing up your time or whilst actually providing those individuals with the support they actually need and the value that they expect? Tailored advice is super important. It enables you to take that theory or the process that you're learning or the information that you're taking on board or looking at someone's perspective, and it enables you to take that information and relate it to your individual scenario and feel confident implementing it. And that's where a lot of the time this tailor sort of advice comes in, is actually providing you with the confidence that this will work with me. This reply applies to me and this is how to apply it to my situation. But for example, every client that struggles with lead generation, that comes to me, they need to refine their marketing strategy, their target audience and their growth tactics, okay? That's the foundational work. It's the same for everyone. It doesn't matter if they're coming to me as a coach or consultant or expert. It doesn't matter to me if they're coming to me as a producer of something. If they're not getting enough leads, then those elements need to be looked at, okay? It just needs to be applied uniquely to that individual. But the principles are still the same. So as an efficiency, if I was to teach every single one of those from scratch, every time, it would take three to four hours per client. But there is a smarter way, okay? So before a session with me, clients complete structured training modules on the marketing, their target audience and the audience growth, okay? The benefit to the client of that is that they learn at their own pace that you can't. You can't rewind me. You know, I do do recordings of the calls, but they're not going through slides, they're not going through visuals. They are very basic because I'm talking to that individual. So they're able to learn at their own pace in their own time. You know, we are busy individuals. Some of us work well by sitting down and working through something all in one go. Others of us feel overwhelmed with that. And so it's better to break it up. And so they might do sort of 15, 20 minutes at a time. They're able to revisit that material at any time. They're able to do that material at any time. They, you know, whether they're snatching time or whether they work better in bitty times or whether they're going to block out a whole session. You know, some of us, I work really, really well at night, okay? So if I was to be using my optimal time, it would be evening, when everybod else is winding down, everyone else is going to bed and I am working and I can really then bosh things out. I can really focus on stuff. Now. If I was working with somebody who actually, they were a morning person, we're never going to match up. And so, you know, it enables that individual to do it in their own time at the time that works for them. Okay? They're able to come to sessions prepared with information. So rather than me putting them on the spot, for example, with, you know, ideal client, that comes up a lot. Everyone's always like, yeah, I've done the ideal client. I've had one client in the whole time that I've been working with businesses who has actually had all that information to hand right there and then. And we've been able to move on from Ideal Client because they've already got those foundations there. I've been able to take on that information, but it has not been an exploratory process for them because they've already had it there. Everybody else there is something that they can learn from the exercise alone. And so by eight, by getting them to tune in with that and then provide me with the information, we are able to make better decisions. The information is more focused. We're able to make informed decisions based on that. If there is anything that they need to go and think about, I'm not having to put them on the spot in that session in order to move the session forwards, because they can go away and they can work on this and come to the session ready. And so there isn't any time wasted, there isn't any guesses made because we don't have the information there and then. But from, from a time point of view, we need to, to keep moving on. And so it's a much more rounded resource of information bank of information that we are then able to draw from. So that is a much smarter way of working the time they have got with me one to one to get that tailored advice. I'm actually giving them tailored advice specific to their scenario. It's time efficient, it's to the point and they're not getting that watered down with overwhelming other questions, other bits of information that we need. You know, you've all been in those meetings where at the end of it you just feel like, oh my gosh, I feel like I've run a marathon. And so because you've had to do so much mental work in there. So that's the benefit to the client. But what about for you as the expert? Well, it can save you three to four hours per client. Yeah, just in that initial setup alone. That's what it saves me. It allows you to serve more people because you're not having to provide that information. It also obviously enables your business to scale because you can take on more people within that time. So you've got more those time efficiencies. And it also enables you to have continuity and quality control over the information that you are providing. You know, if you speak to me at the beginning of the day, really early, my sort of explanation of stuff might not be as good as, as, as if you spoke to me in the evening. Whereas you've got consistency there with the information that you're imparting as well. If anybody's got any questions, if things, you know, keep cropping up that show that the information isn't as, as in depth as it needs to be, it doesn't confirm all the information for them, then you can go away and you can add things to it to make sure that you've bolstered it out. And so, you know, it's not necessarily a create once and never come back to. It is sometimes a working resource. But very quickly you get that resource to a point where you know it is good, it is decent, it is creating the outcome that you're looking for. So I'm going, right, okay, so what you do is you send people off and you have pre recorded resources. But what does that really look like? And in this part of the podcast I'm going to break down for you, what, what that looks like, where that looks like for my business, what that looks like for a lot of my clients. So normally what would happen is you would onboard a client. I onboard clients and they are given access to what's my training area. Within my training area is hours and hours of training. Now not all that training is going to be relevant to them, thank goodness. You know, I've got, It's probably over 100 hours worth of training in there now. So you know, for some people they're not going to be starting a podcast for other people they're not going to need one pages for other people, they're not going to want to go to automation and software straight away. And so, you know, it's really about having those resources there that I've built up over time. I have never pre recorded them. No I haven't. They have all come from live workshops and trainings that I've done where I have saved those records, recordings and so for me that works very well. I haven't on some cases re recorded from those normally again in a live workshop to enable the information to come across more clearly, etc. Etc. But it is all been derived from creating as I go. So I have never had to sit there and be like, right, I need to create a resource which does this, this, this and this. And that's what is normally the process for my clients. So I'll say to them, you know what, let's start looking at taking some of this information and putting it into a course. A resource that stands alone from you where you don't have to keep using your time and trading that time for money. And so I will get them to start recording stuff for clients they've currently got and then, or I'll get them to do it if they've got a group that's really good. I tend to not record and save the recordings where it is just one client, it tends to be for clients who. And when it's a group, if you don't have a group then you know, sometimes it does make sense to rather than have that one individual on there and it be a bit awkward because you then end up talking more specifically about their business is to do that training as a, as a bit of a standalone. But all you do is you think, right, okay, you know what, John, my client, he needs information on this, this and this. So I'm going to create those videos and you have that person in mind. And actually it is really powerful to have a group of people to or to have an individual mind when you are creating these resources, not so you can make reference to their individual businesses because you don't want to do that, but just so you can be clear in your own head over what you need to cover and what you want to say. I often, when I'm doing these podcasts, think about who I am talking to and the type of person who would need that information and what information that they would need. And then so you record those resources, you can record them on something as simple as Zoom. Obviously there's other platforms available, whichever works for you. From there, you're then downloading that and then uploading it into somewhere which can hold those videos. Now you can start off with, and I'm going to go into this next week with where automation fits in your business. Um, and so do tune in next week for that one. But I do like people to start off with something very, very basic. And so you are testing that concept. You are making sure people want it, you are making sure it works. Before you go and invest in anything, if you're that little bit further down the line, you've got the clients, you've had the clients through, you know that you're confident that you need this resource. You're already using an email, already using a CRM, please tell me I'm using a CRM. I probably need to do a podcast on that soon. You've also got what else does it do? So calendar, managing calendars, anything like that. If you're already doing those sorts of things, you may already be using Go High Level. You may already be using a white labeled version of it. There's a lot around. We use Go High Level. It responds. It's the answer to so many different things. They've now bought out an app. It's very much looking to address the demand for things like school click funnels. ActiveCampaign was our email provider, Thinkific. We as well with the platform we used to keep all our trainings on. And it's really taken that and just put it all under one place. And that is Go High Level software that we use. The courses are easily accessible. The plus point for me is that it's also very easy to upload. So when I have done a training, I will go in and I'll just upload it into the training area. I don't even get anyone else to do it because it is so quick that in the time that it would take for me to brief somebody else, I might as well have just where it needs to go, et cetera. Et cetera category. I'm already opening it up to look at the category so it's just putting it straight in. Um, so that works really, really nicely. Um, the dashboard can be customized so when the user end user experience can be customized so you can have different looks to it, different feels to it. The entire process can be automated. So I just say that somebody's got access to an offer and that's it. It sends them an email granting them access, giving them the details, the login details, etc. And so it is very user friendly. We used to have things where we would use zapier to zap between the different technologies. Somebody would sign up, they'd then zap it over to thinkific. If something went wrong with the zaps which it did one time, all the automate, all those zapping automations went down and you know, you're then having to sort of look through and investigate where it went wrong, when it went wrong and, and manually doing stuff. So for us it was a bit of a no brainer. We've got an agency account with them which is quite a bit more sophisticated than the most basic level that you can get with them. We offer sub counts out, we have clients. When clients on board with me, they get access to an account on go high level for the duration of working with me. Because that, you need that access, you want the access to those different resources so that when I say to them, you know what, you'll need a landing page for this or you'll need a sales page for this or you'll need a checkout, they can just go away, they can use one of our templates and they can create it. So if you are interested in bringing all those things under one roof, if you're looking at doing courses, if you're thinking yeah, you know what, putting something digitally there for my clients would make sense, then please do get in touch. We offer sub accounts and if you email me saracand online with the heading of GoHighLevel then I'm more than happy to give you a two week free trial to see for yourself how it can work for you and your business. It really is really good. It's just getting you to be, to have everything under one roof and to really be able to work those leads within that CRM. The CRM we used close IO before and I really like the go high level format of being able to track those leads. I much prefer it to the close IO. It is a very good all in one solution. It does all sorts because now it does apps and stuff like that. I haven't gone that far with it yet, does quizzes, all sorts of things. But you know, I'm very happy with the support that I get through it and also the functionality that it has. So the key thing here is, is if you've already got somewhere to keep the pre recordings or if you're just starting trying this process, you can even put them into the G Drive, a G Drive or a Dropbox or whatever else. So Google Drive and then give people access to that training. The fundamental thing is, is, you know, creating it as you go so that you are not creating something in advance and then trying to sell it. You are creating it in real time for people who need this resource, for people who need an explanation about ideal client in my lead generation or you know, doing them market marketing analysis. So, you know, you're providing it when there is a demand for it as opposed to creating something and hoping that people will come and that there'll be a demand there. You also want to be thinking around as you go through and what you're working with clients. One of the sort of telltale signs that your business is right for this is when you find yourself repeating things on a regular basis, even at the end of a client call, just jotting down at the bottom of your notes and then reviewing those notes to say, you know, what you covered. So I've, you know, I covered this, I covered this theory, I covered that. And getting them to go away and to look at it can free up your time. You are still giving them tailored advice. You are still guiding them over their particular situation, whatever that might be. And so you're able to work with them with their variables, but you're able to point them in the direction of resources that stand alone and that you don't have to be going through yourself. Honestly, onboarding alone, it saved me that three to four hours, which is, you know, really good. It also gives people a really good, you know, onboarding experience for them to be able to go away and start taking action before we get on a call. So if you're interested in setting up your own system and you haven't got one already, email me sarahcan online and you know, if you've got any questions. So if you're wondering, you know, what do courses work for me, how would this work? I'm more than happy to have a quick chat and put you in the right direction. Okay. But the key thing is, is to think about how you structure your time with clients, how that time is best spent where you really do add value and where actually, when you think about it, is there a more convenient way for them to access that information and access you? I've got clients who are doing digital resources with drop in sessions. I've got others who actually it's better to have a kind of WhatsApp chat available to that individual for a particular length of time whilst they're going through the material so they can ask questions. So there's no formal time where they're going to meet, but it's just the access. They know that route to being able to tap into that person's knowledge. By using a pre recorded training for foundational work, you save time, you deliver more value and you can help more people. It's a win win. So that's it for me this week guys. I hope you have enjoyed this week's podcast. If you have, then please do like share everything else to help the podcast. Get out there and meet more people. Please do review as and when you can and make sure that you are subscribed. So that's it for me this week guys. I look forward to speaking to you next week where we're going to be talking a little bit more around automation and when to automate and when automation is not a good idea. So that's it for me this week guys. Have a great rest of your week. Bye for now.