Tonya D. Harrison 0:00

Hello and welcome to another episode of Operations Toolbox , the go-to podcast for solopreneurs . Today , we're discussing how to build a magnetic client relationship with your wild delivery systems . Yep , we're back to talking about systems . I'm your host and Operations Optimizer , Tonya D . Harrison , and I'm excited to share some valuable insights with you . Let's go ahead and get started . First things first . What is the wild delivery system ? Right , well , it is one of the seven foundational systems that all businesses must have . In another episode I talked to you about four , but just to let you know what those seven are , the seven systems are strategic management that's number one attraction and acquisition , WOW delivery system , retention, and referral system , optimization and administration system , money management and people system . Those are the seven systems . The wild system is all about exceeding customer expectations during the delivery of products or services . Providing exceptional , top notch customer service and a memorable experience builds customer loyalty and leads to positive word of mouth referrals . This is where building that magnetic client relationship comes in by consistently consistently while in your customers businesses can reduce the need for constant marketing efforts to attract new clients . Why is that ? Because they're going to help you do it . You're either going to continue to come back if you have additional products or services that they need or want , and they're also going to pair with other people .

Tonya D. Harrison 2:09

Let's talk about systems . If you've been listening to me , you know that when I think of a system , I'm talking about something comprehensive , and it is a collaboration of strategy , tools and processes coming together in order to build a comprehensive system from beginning to end . Each of the systems , again , is going to have an objective . Your objective is going to answer the question what would you like to achieve by implementing this system ? If I'm implementing a WOW delivery system , what is it that I'm trying to achieve ? You want to be extremely clear about what you're trying to achieve , what the outcome is . Each system should have a strategy . Your strategy is going to answer what is the plan of action as to how the objective will be achieved . How am I going to achieve what it is that I want to accomplish ? Your system should also have processes . These are the steps that will be taken to achieve a specific outcome , and then technology and tools . That's going to answer the question how can I boost productivity and efficiency ? All of these components should be a part of every system that you implement . When we're talking specifically about the WOW delivery system . There are a couple of things that you want to consider Definitely have to do your customer research . Your system , especially this system , cannot be all about .

Tonya D. Harrison 4:06

This was one of the big mistakes I made early on in my business . I really like technology . I am one of those people that was hopping to different platforms and trying out different software . All of that because I really enjoy technology . I geek out on it . In the beginning I had a whole lot of technology going on and for me it was really great . I was like , oh my gosh , this is really great . But for my clients not so much , because I didn't take time to truly research my client . Some of them ended up getting overwhelmed with some of the technology that I had in place and they became frustrated On this journey . I ended up frustrating a lot of people simply because I enjoy technology . I made the assumption that everybody would , and that was not the case . One thing I have learned over and over again and it is crystal clear , especially what we're talking about the delivery system straightforward and simple . That's what you need . Straightforward and simple .

Tonya D. Harrison 5:28

When you're doing your research , you want to think about who are your customers , what are their needs , what do they prefer . If you work with clients that may not be tech savvy or just become easily overwhelmed with technology , then you don't want to have a lot of upfront technology that they have to navigate . If you work with really busy people like I work with CEOs they don't have time for a lot of stuff . I want it to be simple and straightforward , where they can get what they need and give me what I need . But you have to do your research . So think about what their needs are . Think about how they prefer to engage . I'm talking about if you are providing a service and you need to communicate with them . Do they prefer email ? Do they like techs ? Do they like technology ? So what is it ? How do they like to engage ? You also want to consider how you can assure you're providing a quality service or product . What does quality mean ? Knowing this is going to help . What can you do to wow and make the experience memorable ? At minimum , you got to give them what they pay for . Now what is the cherry on top ? What's something that I can do that is going to add value and just go above and beyond . When you're doing this research , you're going to ask questions of clients that you already have . In some instances , you can think about what you like and what you don't like . If you would be a potential client for yourself , I find that asking questions along the way is the best way .

Tonya D. Harrison 7:37

Your wild system is something that you can continue to develop over time , but do as much research as possible up front . If you haven't implemented this system , when it comes to your processes , you need to think about . What processes do you need to put in place to assure you are consistently delivering the best customer experience ? What we want is something that is repeatable . You want to , on a consistent basis , be delivering the highest level possible . You're going to think about how often you need to communicate . So earlier we talked about how to communicate and how to engage with your customer , but how often do you communicate ? If you sell a product ? How often do you need to send emails ? Right , even if you're delivering a service , how often do you need to communicate ? What needs to happen on the back end to make sure you're meeting or exceeding the obligations ? Those are going to be processes as well . So there's some back end things that's going to happen that they're not going to see , but you need in place in order to make sure you're delivering at the highest level . You have to make sure you are documenting your processes for consistency and for quality . I don't want to have to rely on trying to remember how I did something to get a specific If I document it now . No , I can do it over and over again and as I continue to grow and build my team , I can share it with them , and then we're all on the same page and we're all delivering things the way you want it to be delivered , also including your processes as a way of trying to . When we get to the optimization and administration system . That's where we're going to be talking about how do we move these out .

Tonya D. Harrison 9:44

Another part of the system I talked about is the technology , the tools and technology . What technology and tools can you implement to help be able to deliver the best you can , to help be more effective and efficient at delivering the service ? Examples could be client portal . I really like portals . They empower clients to be able to log in and , if they need to get an invoice , to see a copy of contract , whatever that may be , but it's a centralized location . It doesn't clog inboxes and things like that , but it's a centralized location where anybody on your team that you give access to can access it , but also your client can go in and upload information to share information . I really like client .

Tonya D. Harrison 10:41

Another example could be a screen sharing tool that you need right Because you're documenting processes or you're sharing something with them and it's easier to share with them a screen recording , maybe video recording messages . I send that to some of my clients where you know it could be a part of your welcome sequence or a follow-up sequence and it's a video of me talking so they can see my face . They can see me . It's a little bit more person . Text messaging is this something that you need ? If you have clients that really like communicating via text message , you could get a text messaging app that allows you to send the messages and they can see you messages .

Tonya D. Harrison 11:27

If you deliver products , you could do . You can have shipping platforms integrate with your website and that helps to expedite the shipping process . Think through all of the technology that you could use again to help you become more effective and efficient . These are things that you can implement as a part of your wild delivery system to again create that magnet , make it more where your clients . They are just willing to come back over and over again and willing to share , and they are extremely happy with what it is that you've delivered , because you've gone above and beyond and they can tell that you've gone behind .

Tonya D. Harrison 12:09

This is one of the easiest ways to separate yourself in a market today , because it's unfortunate , but a lot of people are not really big on quality and client experience , so this is definitely where you build a connection and separate yourself . So this is the wild delivery system and , again , this is something that everybody should have . Regardless of if you are selling a product or a service , you definitely want to make sure you have it . So there you have it , fellow entrepreneurs . Efficient business operations key . Unlocking your systems is key . If you want to learn more about the seven core foundational systems that I talk about , you can download the resource that is included in the link . Thank you for joining me for another episode of the operations toolbox podcast . If you enjoyed this content , be sure to subscribe , leave a review and share it with other aspiring solar renewers and my business owners , and stay tuned for more exciting episodes . Thanks again and I'll talk to you soon .