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Built to Last Megan Huber
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Ever wanted to hear how powerful women leaders are building their legacy businesses while also balancing marriage and motherhood all done in a fulfilling, joyful, and sustainable way? That’s exactly what Megan and her guests will do. Life can be overwhelming and the day-to-day roles and responsibilities can leave you wondering if you’ve got what it takes to build your dreams.
Tune in each week to learn from Megan Huber, a former high school teacher and Director of Programs for an international coaching company turned business growth consultant and leadership mentor for women entrepreneurs building world-changing empires.
In each episode, Megan will give you the permission, motivation, and tips & tools to step into the role of CEO of your legacy business while also navigating life as a happy wife and Mom.
She’ll also be interviewing powerful women leaders and entrepreneurs to give listeners an inside scoop into what it really looks like to build a business while living a life truly aligned with your family and overall life values.
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Collecting Client Feedback is Essential to Retention
In today's episode, I shared my recent experiences with collecting client feedback and how crucial it is in enhancing the client experience and driving innovation.
Gathering feedback from clients allows for insights into areas needing improvement, innovation, and value addition. It provides a window into potential innovations and improvements that can be made to programs, services, and overall client journey.
Moreover, I discussed the client's perspective on giving feedback, highlighting that clients appreciate feeling heard and valued when their feedback is acknowledged and acted upon.
Responding promptly to feedback, providing transparency on actions taken, and updating clients on improvements are crucial for maintaining strong client-provider relationships and fostering client loyalty.
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You Need a Dedicated Client Success Member on Your Team
This episode is about the importance of client success in coaching and online education. Megan explores the evolution of client success departments, emphasizing the key roles needed for driving client experience. Megan shares insights from her time as a Director of Client Success, highlighting challenges and the importance of data analysis and emotional intelligence in client relationships.
Megan delves into the responsibilities of client success managers, focusing on strategic leadership, goal setting, and continuous improvement to enhance client outcomes and satisfaction.
Get in touch for info on the upcoming Client Success Summit with Megan and Nikki Nash!
HIGHLIGHTS:
25:20 Importance of Dedicated Client Success Role
31:10 Roles and Responsibilities of Client Success Manager
36:17 Client Success Plans and Progress Monitoring
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Enrollment Excellence That Leads to Client Success with Katy Hoagland
In this insightful episode, I get the opportunity to engage in a deep conversation with Katy Hoagland, a seasoned sales expert, on the crucial aspects of client success and fostering superior client experiences. Drawing from our shared history in coaching, we highlight the significance of integrity in selecting the right individuals for your programs to ensure successful outcomes.
Transitioning into strategies for managing sales teams, Katy highlights the crucial need to master the sales process before delegation, emphasizing the significance of aligning hiring, firing, and promotions with core company values. By fostering a client-centric culture rooted in the organization's mission and vision, businesses can prioritize long-term success and mutually beneficial relationships.
HIGHLIGHTS:
3:26 Taking Risks and Starting a Sales Journey
5:47 Coaching Coaches on Sales with Integrity
6:11 Overcoming Sales Challenges
12:12 Working with Sales Teams and Agencies
15:58 Building a Client-Centric Culture
17:36 Sales Conversations and Challenging Beliefs
20:52 Ensuring the Right Clients for Program Success
24:28 Nurturing Relationships and Creating Genuine Connections
28:30 Qualifying Ideal Clients for Program Fit
40:01 Pre-Onboarding in Sales Conversations
44:15 Accessing Practical High Ticket Sales Challenge Tips
CONNECT WITH KATY:
Elite Closer High Ticket Sales Challenge
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What Does a Team in Charge of Client Success Do?
In this episode, I discussed the importance of client success in coaching and education and differentiated it from customer support, outlined key team roles, and shared insights on team building and compensation strategies.
The client success journey, including onboarding and metrics, was explored, emphasizing the pivotal role of client success directors in fostering a client-centric culture. There's more to come on this topic so make sure you're following us for future episodes.
HIGHLIGHTS:
1:42 Defining Client Success
2:46 Clarifying Client Success vs. Customer Support
28:45 Lack of Defined Client Success Department
29:41 Role of Associate Coaches and Strategists
34:07 Client Concierge and Community Manager Responsibilities
37:38 Program Manager's Role in Client Success
39:19 Responsibilities of Client Success Director
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Living a Happy Life While Pursuing Your Business and Career Dreams
Discover the delicate balance between career ambitions and personal life fulfillment in this insightful episode. Learn about overcoming challenges in juggling work and family responsibilities, reassessing priorities, and transitioning to an owner mindset in business for improved work-life balance.
Gain valuable insights on fostering open communication, setting goals within families, and aligning business with personal lifestyle preferences. You'll get actionable strategies for creating a harmonious integration of work and personal life, promoting a sustainable lifestyle built on balance and intentionality.
HIGHLIGHTS:
15:23 Overworking and burnout among young entrepreneurs
23:40 Habits and operations in business
25:34 Transitioning to an owner mentality
27:35 Integrating family and business goals
31:27 Finding a happy medium in life and business
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Group Programs Shouldn't Be Reliant on Your Magic
Group coaching isn't something you just do. There's challenges coaches and consultants face when transitioning from one-on-one coaching to group coaching. There's a fear of maintaining high-quality results for group coaching clients while balancing marketing, sales, and client delivery.
I discuss the importance of a robust onboarding process, client progress tracking, and having a client concierge to support clients and manage communication effectively.
A key component to the success of your group coaching program is having accountability structures, such as accountability buddies and pods, to foster deeper connection and engagement within the group.
Take a listen for some real talk on what you need to consider when creating your group program and make sure to register for our upcoming Group Coaching Mastery Workshop in May.
HIGHLIGHTS:
02:51 Overcoming Fear of Burnout in Group Coaching
05:30 The Importance of Following a Framework
11:14 Implementing Effective Client Support Systems
19:27 Tracking Client Progress for Success
21:55 Building Accountability and Community Support
30:51 Overcoming Fear in Running Group Coaching Calls
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