The Business of Authority

The Twilight Zone

Episode Summary

How do you handle the twilight zone between when a client buys your stuff and you actually start delivering it?

Episode Notes

How do you handle the twilight zone between when a client buys your stuff and you actually start delivering it?

• Why the time between purchase and delivery is the twilight zone
• Different twilight zones for different products
• Explaining the onboarding process
• Giving buyers something to do while they wait for what they ordered
• Setting expectations
• Helping clients trust the process
• Envisioning what you want the client experience to be
• What happens in more high-touch sales scenarios
• How much contact you need when you’re billing by the hour
• Keeping clients engaged

Quotable Quotes

“You’re treating that book like a product, like a service, like part of your business. It’s not something that’s separate.” –RM

“Even though I’m not winging it, I want it to feel like I’m not winging it.” –JS

“For somebody to see that you’ve laid some breadcrumbs… it’s reinforcing. It builds confidence.” –RM

“In a coaching situation, the person who’s being coached really does have to do all the heavy lifting.” –JS