By Lisa Turner, Specialist in Human Transformation And Evolution
In any business you need to have clear boundaries both internally with your staff, but also externally with your clients. In tough economic times it’s easy to think that you should be prepared to do absolutely anything to get a client and then to keep them happy, but that is the fastest road to madness. Coaches and therapists are particularly susceptible to over delivering their services, often to prospects who aren’t currently, and often never will be, your client.
Here’s how it happens…
A prospective client contacts you with “a quick question”. You think it might be about one of your programmes or products and that it might lead to a new client so you take the call.
The caller starts to tell you their problems, often going into minute detail and starting back when they were aged 3. They talk and talk, and ask questions. If you happen to be a psychic they might ask you what you “pick up” or “see” for them. And because you are a kind person you might tell them. If you’re a coach you might even find yourself doing coaching with them.
After an hour’s conversation, they go away feeling great with their problem solved but you’re left tired, drained, and probably a bit frustrated. You didn’t get the thing done that you needed to do. You have less time to market yourself and bring in the business that, let’s face it, you really need right now. You also have less time for the clients who HAVE invested in themselves on your programme, and you have less time for yourself and family. Time is the ONE commodity you can’t make more of.
You might try to kid yourself saying “well maybe they’ll come back and sign up later”. They might, but that happens in only a very few cases and it’s really not an effective business strategy. What you need to do is have a strategy that filters out the “just curious” tyre kickers and time wasters.
So how do you prevent it?
When you’re asked questions that require you to deliver something that is part of your paid for service, never tell them you won’t do that for free – instead use this simple process to say no whilst seeming to say yes. Never tell them you won’t do it. Instead tell them how they can get this information/service, and offer them a paid for service.
Make sure you stand firm. They may say they can’t afford it or have no money, or that their cat just died or any number of reasons why they think you should give your services for free. But the truth is if they really wanted that solution they would invest in it.
Personally I don’t like to work with people who are “just curious”. I prefer to work with people committed to long term and profound change. And I even tell people that they may make the booking and they may not, but either way you stop giving away your time for free.
Lisa’s personal mission is to free peoples’ minds and help them evolve. Her approach is based years of research into the latest scientific, psychological and spiritual thinking on what it means to be human in the 21 st century.
Before creating Psycademy, she worked as a senior lecturer in Automotive Engineering, designing driver information systems primarily for preventing accidents, such as the collision avoidance system now on Jaguar cars. Lisa also holds a PhD in Aero-acoustics and Mechanical Engineering.
Lisa has studied the mind for over 15 years and is she a certified trainer of NLP, Time Line Therapy® and Hypnosis.