The Business of Authority

Just how easy (or hard) do you make it for you customers to work with you?On this week's TBOA, Rochelle and I talk about just how easy you should make it for clients to work with you.Talking PointsPutting up hurdles for clients can be a good idea, but only if they're intentionalThe types of product sales that should be frictionless, and the ones that shouldn'tWhen to require that clients jump through hoopsHow to know when your marketing and sales processes are attracting the wrong kind of peopleWhat to do when money and trust are not enough to get a client to make a changeWhat if your clients have a problem that they're embarrassed to ask for help with?Quotes"I'd rather put needles in my eyes than learn Asana."—RM"The teacher tells you what to do, and you do it or you can leave."—JS"If you let clients push you around in the sales process, don't be surprised when the push you around during the project."—JS"You don't get 'speakers block' when you're talking to someone you know well."—JS"Once it's on your website, you tend to forget about it."—RMEnjoy!—JS & RM

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