Delight Clients - Go Beyond the Standard
Blow people away. It’s worth it.
Here’s what I did this week to delight a client:
Filmed b-roll of my client’s new facility
I edited and delivered their social cut same day
Client didn’t ask for photos but I sent them 12 stills
Did that require a whole lot more from me? No.
I edited the social cut between meetings that same day.
Shooting a few stills for them took me an extra 10 minutes.
But that adds up to huge DELIGHT for the client.
The marketing director responded that day with: “WOW!”
That’s what I’m going for. That’s delight.
Why ‘Delight’ Is So Important
To be honest, a lot of clients aren’t used to delight because they’re working with slow agencies and freelancers.
So when they are delighted, it’s quite remarkable for them. It gives them a feeling of confidence and assurance. And those are strong feelings.
Delighting a client does three important things:
Strengthens the relationship
Encourages repeat business
Increases perceived value
Strengthens the Relationship
Strong relationships build a strong business. We can’t do anything without relationships.
When we delight a client, we’re giving them a “positive emotional response.”
That’s a fancy way of saying: it makes them feel GOOD.
And the more they feel good with us, the more our relationship growths in strength and trust.
When they trust us ––> they hire us again.
When they trust us ––> they let us create more freely.
When they trust us ––> they aren’t stressed about budget.
It’s not just satisfaction that you did a good job for them.
It’s enthusiasm that you took care of them, you thought of them, and you went the extra mile to deliver for them.
That is delight, my friends.
And so few people and agencies even come close to delighting clients.
Delight Encourages Repeat Business
Delight is also powerful for us as entrepreneurs because it encourages repeat business.
Again, it goes back to trust. The more you delight a client, the more trust grows within that relationship.
Clients want to hire people they can trust. It makes them feel secure and confident in you.
We are creatures of habit. We are also creatures who want to feel good.
So when we’re habitually feeling good, we’re going to consistently go back to that source of good feelings.
This is true for clients…
If we’re making them feel good, then hiring us again and again is a good habit for them.
There’s no reason for them to look for a new vendor.
It’s mutually beneficial.
1:1 COACHING CALL — ASK ME ANYTHING
I’m currently taking several coaching calls per week to help creatives in this community. Each call is $150/hour and you can ask me anything. Literally anything. We can talk about pricing, clients, money, cash flow, hiring, proposals, retainers, and more.
Delight Increases Perceived Value
We all perceive value on a daily basis.
Just think about going shopping…
You look at a tag for a jacket. The jacket is priced at $199. It’s a brand you love. It’s a style you wanted. You’re excited to wear it. The perceived value is very high so the transaction occurs and you go home happy. No buyer’s remorse.
Now, another person could approach that jacket and look at the tag and say, “absolutely not. That’s ridiculous.”
That’s perceived value. We all perceive the value of goods and services differently.
So when we delight clients, we are steadily increasing the perceived value of our services.
We are making the case for why our brand is premium and why we charge premium prices.
Here are additional ways you can delight your clients and increase your perceived value:
Anticipate your clients’ needs and ask how you can help
Communicate promptly
Give an extra deliverable
Deliver ahead of deadline
Make delight a part of your experience and clients will love you.
It will build your relationships stronger, it will get you more repeat business, and it will increase your perceived value so you can steadily grow your prices.
Cheers,
-Trent
The Retainer Clients Course
The Course will give you immediate insight and downloads:
Learn how to get clients & download my acquisition guide
See the tiers I pitch & download my proposal template
See how I price & download my pricing calculator
Get insight into my financials as a video business
See how I frame a contract & download my template
Start growing your business and stabilizing your revenue with recurring retainers
