Great analogy on casino.

Lesson Learned: Always clearly set expectations with your clients.

There were 2 times here when this could have been done better:
1) The call length. I had no idea it was going to be a 2-hour call. Most of these calls last about an hour, and I had made plans for after what I thought was going to be the end of the call… If you let people know, when they sign up (or before), how much time they should allocate for the call, that would be very helpful.
2) If the transcript isn’t available for immediate download / delivery, let your clients know. My initial disappointment could have been completely avoided by a simple sentence saying that the call was in the process of being transcribed and that I should expect it in my inbox by X date.

Hopefully everyone else can learn from this too – every single opportunity to interact with a client can either build or destroy trust, confidence, and the possibility of an ongoing relationship.

That being said, responding promptly to my post and delivering on your promise was definitely a good thing. Going the extra mile and giving some sort of free bonus on top of the transcript would have been even better. ;-)

I heard you speak at the ETR conference yesterday, so far you were the best speaker. My background is Internet Marketing and Project Management. I share the same admiration for Peter Drucker and an addiction to famous quotes. Here is a little social “token” for your collection – “The wisdom of the wise, and the experience of the ages, may be preserved by quotation.”

gp

Our transcription company is in the process of getting the call transcribed. You should be receiving it via email any day now.

Kristen
Strategic Profits

One HUGE problem, though: Delivering on a promised item (the call transcript). I followed the instructions, referred interested people, and waited with anticipation for the call transcript. It never arrived. I got the call confirmation, and the thank-you page showed that the transcript was on its way, but I never got it. I checked my spam folder – not there either. I read a lot faster than I can listen to an audio, so this was important to me.

I saw the page that said:
“Tell Your Friends And Receive A Bonus Gift!
Tell your friends about the ‘Man Behind The Curtain’ call, and we will send you the full transcript of this groundbreaking call.”

Then I entered names & email addresses of people I thought would be interested, and was taken to a page that said:
“Thank you for telling your friends about the
“Man Behind The Curtain” Call…” so it obviously went through.

Now, days later, I haven’t received anything. Nada. Zilch. Gee, looks like I just helped you build your list for free. I feel gypped.

Maybe my “free bonus” got sucked into the vortex instead of the money I might have spent?