309. The Video Business Growth Solution with Katrina Scarlett

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] Links Add guest links they shared in the interview form as well as any pertinent links shared during the interview FREE Workshop Available "How to Consistently Earn Over $100k Per Year in Video Production While Working Less Than 40 Hours Per Week" Get the ASCEND Method Cheat Sheet Join the Grow Your Video Business Facebook Group  Dive into the Mastermind Group Check out the all new Coaching Community Find Katrina Scarlett online  Follow Katrina Scarlett on Facebook Get the complimentary guide: "5 Customer-Centric Emails Every Business Needs In Its Arsenal to Create Raving, Loyal Fans" Follow Ryan Koral on Instagram Follow Grow Your Video Business on Instagram What’s your question for the podcast? Share a video or audio response! Check out the full show notes page If you haven't already, we'd love it if you would take 1 minute to leave us a review on iTunes! Books Mentioned The Go-Giver, by Bob Burg The 5 Love Languages, by Gary Chapman The Five Languages of Apology, by Gary Chapman & Jennifer M. Thomas