The Video Business Growth Solution with Katrina Scarlett

Episode #309

Overview

Today on the show we look at the value of incorporating the human touch when dealing with clients. Your relationship with a client starts far before most think it does and should last far longer than the duration of your project with them. We talk with Katrina Scarlett about what this relationship should look like and how to capitalize on referral marketing to leverage this infinite cyclical loop and ensure future business with your clients while also turning them into a customer generating system that lands new clients!

Key Takeaways

The customer service journey is not simply about the purchase, it is an infinite loop that is full of opportunity and potential.
Find ways to add value to your clients through what you offer rather than resorting to discounts.
Leverage your current customer base to not only strengthen your relationship with them, but also to generate new clients.
Shift the heart of your business to be about the service that you are able to provide for people and the value that you add to their lives, the revenue is just a means to achieve that goal.

About Katrina Scarlett

Katrina Scarlett is the founder and CEO of Scarlett & Co. — a company that helps businesses create lasting legacies of raving, loyal fans through their mind-blowing customer experience.

With a background in the luxury hospitality industry and years of providing tech and integration support to high-level business owners, Katrina has a unique ability to view digital business from a customer-centric lens.

Knowing how automated and impersonal the digital business world can be, she is on a mission to bring customer experience and the human element to the forefront of online businesses.

In This Episode

[00:00] Welcome to the show
[06:09] Meet Katrina Scarlett
[07:42] What Katrina is all about
[10:11] Avoid this purchase-centric mindset
[12:46] The customer service loop
[18:08] Practical ways to keep the cycle moving
[23:09] Leveraging your current customer base
[38:09] Dealing with difficult client interactions
[55:54] How to connect with Katrina
[58:11] Outro

Quotes

“I’m on a mission to help people bring the human element back into, or into, online business.” [7:43]
“You have to think about your customer journey and the customer experience that you’re offering in your business as an infinite loop.” [13:31]
“I have one rule for myself every single day and it’s doing at least one thing as an act of service for somebody else that’s not on my to-do list. [35:03]
“We don’t get better as human beings when we just avoid conflict.” [42:54]
“Once you can get really clear on who you serve, but as well who you don’t serve, you will save yourself a lot of heartache. [46:35]