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Clients dropping off halfway through your program?
It’s not always your clients. Hidden cracks in your delivery could be quietly eroding retention and revenue.
In this episode, Samantha sits down with Filip Sardi and they dive into the avoidable mistakes coaches make that silently kill retention, results, and revenue. They work through the crucial moments after a client says yes and the part no one talks about but where everything either clicks or quietly crumbles.
From clunky onboarding and bloated modules to missing accountability and weak implementation support, this conversation shows you exactly where group programs lose their punch and how to fix it without rebuilding from scratch.
You’ll discover how to create transformation through strategic micro-wins, strong boundaries, and a client journey that keeps people engaged and wanting more. Filip also shares how to leverage AI to enhance support without losing the human touch.
This isn’t theory, it’s practical frameworks, tools, and scripts you can apply right away. If you’re ready to make your group program smoother for your clients and more scalable for you, this conversation is a must-listen.
IN THIS EPISODE YOU’LL DISCOVER:
- Creating churn by over-delivering in the marketing and under-delivering in the onboarding (00:02)
- The 4-stage framework that keeps clients engaged and increases your completion and retention rates (05:22)
- How onboarding to earn trust fast and lower overwhelm (07:30)
- Reducing overwhelm and improving results by trimming content (10:30)
- Helping clients move into action without becoming their 24/7 coach (14:55)
- Smart ways to monetise extra interest without diluting your program (20:33)
- Using custom GPTs to reduce admin, support implementation, and improve feedback loops (22:41)
- How to keep clients moving with micro-wins and simple progress tracking (30:01)
- Steps to improving your program without starting over (36:08)
WANT TO EXPLORE WHAT’S POSSIBLE FOR YOUR BUSINESS?
If you would like to brainstorm a plan to explore what’s possible for you, I invite you to book in for a Scale Session.
In this quick 15-minute call we’ll dive into…
• Reviewing your niche, offer, and pricing to map out your immediate growth potential…
• Evaluating your marketing, sales, and delivery systems to pinpoint what’s working and what’s not…
• Identifying the primary bottleneck that’s holding you back from growing and scaling…
• Build a 3-step growth and scale plan rooted in positioning, profit, and simplicity
Click Here to book your no-charge Scale Session
RESOURCES:
- Win-Win Strategies Guide – Get PDF here
- Substack Freebie signup – https://joinclientflow.com/gift-samanth
ABOUT FILIP SARDI
Filip Sardi is a client success strategist, speaker, and mentor committed to helping entrepreneurs build sustainable, client-first businesses that grow through retention, referrals, and backend revenue. With over a decade of experience in digital marketing, sales funnels, and product launches, Filip has worked behind the scenes of six- and seven-figure online businesses. After years of leading high-performing launches, he shifted his focus to what happens after the sale—where real impact (and revenue) are made. Through his mentorship program, podcast, and writing, Filip teaches coaches, creators, and service providers how to design premium client experiences, increase lifetime value, and scale without burnout. He is the founder of Client Flow™, a business growth movement rooted in trust, depth, and long-term results. Learn more at https://www.joinclientflow.com.
WHERE TO FIND FILIP SARDI
- Website: https://joinclientflow.com/
- Substack – https://clientflow.substack.com/
- LinkedIn: https://www.linkedin.com/in/sardifilip/
- Facebook – https://www.facebook.com/sardi.filip
CONNECT WITH SAMANTHA RILEY
Instagram @thesamriley
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TRANSCRIPTION
Samantha Riley 00:02
Welcome to today’s episode. I’m really looking forward to this conversation, because we’re going to talk about group programs, and specifically the mistakes that coaches make that will have people not signing up, not to really creating a high churn, all sorts of problems in your in your group program, and I’ve invited Filip Sadi along to the show to talk about those mistakes and how we can get around them. So welcome Filip.
Filip Sardi 00:33
Great. Thank you for having me. And yeah, I can’t wait to talk about like, five, seven or 17 mistakes, how much time we got to cover.
Samantha Riley 00:41
That’s funny, because at the beginning, I was like, why don’t we talk about the seven group program mistakes, and you’re like seven, there’s like 17. I said, well, let’s just see what we can cover today, you know, and work through them. Because I think that once people understand what some of those major mistakes are, maybe their eyes will be open to being able to see some of the others or where some of the other gaps are. And I know that you’re going to be walking us through your client flow framework, so that will be super helpful. But what I’d like to start off with was what got you into this exact type of work, because there’s always something that is like, I saw this thing. It wasn’t working, so I’d love to know your story.
Filip Sardi 01:27
Yeah, it’s kind of predictable, but yeah, just like going a bit back for the longest time, I was actually a launch strategist. So I helped my clients take care of the first part of the client journey, which was getting leads and sales. And I did that like, for years, and we did a lot of big client launches. Just imagine, like, having 70,000 people in the launch and getting 1000s of 1000s of clients then into memberships and courses and all that stuff. And the story was always the same. You know, everything was perfect, until the moment people said yes, and then after they, like, they got into the programs, it was like, okay, you know, the industry standard is, like, 5% success rates. It’s fine. We can, we can always do the second launch and just like, recoup what we what we churn. And at first I didn’t understand that, but, like, with time, I started not liking that approach. And really it became basically just the financials for my clients, at least most of my clients. And I was always passionate, more about, like, really taking care of your clients. And then it was like, this was this big disconnect with me with time. And I just said, Okay, I’m drawing the line here. I want to, like, explore what happens on the other side of client journey and make sure the clients are taken care of. This is like Inception.
Samantha Riley 02:48
It’s very meta, yeah. So I know that you were talking there about people leaving it well, it costs more to actually bring in a client than to keep a client. So I can see that straight away, that that’s something that’s a problem, but there’s more than that, and you alluded to it there. It’s like the journey that we’re taking our customers on or our clients on. And I’m a big believer that really happens through your marketing where, and it just sort of continues. We talk about it in my programs that the client journey really starts in how do they get that information and then how do we onboard them? Can you talk us through where in your framework, where that journey starts?
Filip Sardi 03:43
It starts the moment after clients say yes, and I want to take, like, just a slightly step back to connect to the marketing part that you were saying. Because one of the big, big things I’ve noticed, and still notice, is what’s called the expectations, expectation versus reality gap, which is, you know, a lot of people do this, like fancy marketing, and they build up the expectations, and the moment people say yes, they give the money, and then they get in, and then it’s like, oh, this is what I paid for. And they’re like, looking around and getting, maybe, you know, one onboarding email announcement about, like, one monthly call, and they were promised like, you will be taken care of. We will give you everything. You’ll get results in seven days, and all the lovely, shiny promises that people love to make. So, yeah, I totally agree with you that it has to be, like the entire journey. But I know a lot of people like, have said, Take great care of the first part. So I’m like, okay, you’ve did all the work, you invested so much time, money and energy. So let’s just like, keep, like, focusing and making sure that people are taken care of, even after, like, even if you put in 10% more like, effort and energy into the second part, you’re gonna be like, well, well above and in front of, like, I would say, nine percent of even more year of your competition because people aren’t still paying attention to that part.
Samantha Riley 05:06
Let’s just sit back for one tiny second and set the context so that I make sure that we bring people along for this ride. Can you talk about the four different stages of your client flow framework before we go back and really dig deep into onboarding?
Filip Sardi 05:22
Okay. It’s basically simple. Just imagine, like you got into a group coaching program, for example, or just a group program. What is the first milestone that needs to be really sorted out? It’s the activation, which I like to call activate, which is okay, first seven to 14 days are crucial, because you need to continue the original experience at this and at the same time, what’s really important is for you as a client to get like, first small like win. Because we need small wins. We are not here like we are here for the big outcome, but a big outcome comes after stacking, like, many small wins. So that’s the first thing. We’re excited. We’re getting small wins. We know where to go, what to do. The second milestone is educate. It’s how we go through the knowledge without kind of staying in the loop of one more lesson, what I like to call it’s just like, oh, I need to watch this module and that module, and then we never get to implementation. So making sure that we have the essential part of the like, education without giving out too much and keeping people in the knowledge loop too long, then the implementation, of course, like, how do we actually implement what we’ve learned and stack those small wins? That’s that’s the biggest key, because a lot of people get overwhelmed when they go through, like, all the modules, and they learn and learn and learn, and then it’s like, oh, I need to put this into plan, into action, and it’s okay, how do I do it? And then they’re overwhelmed. So making sure that there is a connector, connection from education to implementation, and in the end, what does it mean to celebrate with your clients? How do you celebrate the small wins? How do you lead them to the big outcome and what happens after? Because there is a big percentage of people who maybe need more time, who maybe need more support, and maybe need, like, additional hand holding on to continue their journey with you. But oftentimes there is nothing afterwards. It’s just like, oh, the program has ended. Bye. So that’s it. Activate, educate, implement and celebrate. And when you just like, take those, take care of those four milestones, then you’ll have better success rates, better client retention, and more back end revenue. It’s simple as that.
Samantha Riley 07:30
I love it so much already. So one of the group program mistakes that we’ve obviously already talked about a little bit is onboarding, yes, and the fact that people come in and sort of look around and go, Oh, okay, so we’re here. What are some of the pieces that we can put in part of our ecosystem to ensure that our clients are getting really looked after in their onboarding?
Filip Sardi 08:02
For example, you can surprise them. It’s something that’s slightly different than other people do. For example, my secret weapon is our apps like Bucha, which is a video messaging app where I can just record a simple welcome message to my clients, and I get automatic notification, hey, Samantha has joined your program, record a welcome video. I just pulled the phone out. Say, Hey Samantha, welcome. And here are the next steps. So it’s a pattern interrupt, and it’s something personal and different in the classical like onboarding sequence that just like it’s a small thing, but it means a lot to clients.
Samantha Riley 08:37
So just to confirm you’re using that, if someone’s clicking a link to sign up, not necessarily sales call.
Filip Sardi 08:44
No, no, after they joined. So when they, when they joined, basically, I get a notification that you have joined the program, and then I want to wish you a welcome personally over the video, and you get the notification in need email. Filip has recorded the video for you.
Samantha Riley 09:01
Love it. Love it. All right. Is there any other in your 17 group program mistakes that you, that we can touch on in the onboarding?
Filip Sardi 09:14
Yeah. So a lot of people send one welcome email, which has 15 different steps, and it’s just too much. Even though you have the best intentions, people won’t go through all the steps. So you break it down into chunks. Think about, okay, send, like, one piece of information or level like the next seven days, send three sequences of three emails and give them time to breathe and give them time to explore. And just the first like, okay, log in and look around the platform. Second is, make sure to book all the schedule and book all the calls that we have normally every week. And then the third thing is, hey, introduce yourself, and then you’ve broken it down to small chunks more. People will go through it so they’re already getting small wins, and they feel better about themselves compared to one long email and missing important bits and pieces.
Samantha Riley 10:10
I love that so much. That’s so easy. Alright, let’s talk about the educate piece. So we’ve onboarded our client. We’ve sent them the emails. They’re onboarded. I’m actually, I’m not assuming. I know there’s all sorts of problems in this area. Let’s just cover some off now.
Filip Sardi 10:30
Okay, so one of the biggest things we’re doing lately with clients in that area is actually trimming the content of their programs and disclaimer. This doesn’t mean that we are changing your program or that, for example, my framework interferes with like, your expertise. You know how to bring the transformation to your clients, but a lot of times we try to provide and prove the value, but by creating a ton of content, by saying, hey, you know, I have 15 hours of videos, look at me like I’m really helping you in not even helping I’m gonna save you with 15 hours of videos. And you see that now like this, we are getting into, like, a totally different direction, because people don’t have time, they don’t spend attention, AI, and all that stuff that we’re gonna talk about later. So we’re, I’m just getting into, okay, what are the essentials each of the, let’s say, steps of your frameworks, framework needs to have in terms of, like, short videos that clients can do just this step and then move on to the next one. Everything else we remove, either put it into bonus areas, or we offer it as an upgrade if someone wants to learn more, but it’s not directly connected to the essential steps or of your transformation on the framework. So that’s one simple thing that we can do.
Samantha Riley 11:55
Do you know? What I love about that is that there’s a lot of clients, even though they’re super busy, that will watch all the videos, because it’s almost like their procrastination strategy. I can’t get it wrong if I’m keeping you know, if I’m watching the videos, I can’t, you know, there’s all the strategies under the sun, but if I watch all the videos, essentially, they’re not going to fail at something, so take it always taking them away is, is like herding the cattle into the right place to get that win. That’s super smart.
Filip Sardi 12:36
And the thing is, for example, in one of my programs for a regional audience here in Croatia, the focus is creating the resistible offer. The classics you know how to create ideal offer for ideal audience. But then at the same time, I was getting a ton of questions like, okay, yes, about the offer, but we also want to know how to create a course. And I was, no way I’m gonna record and add this as part of the essentials. But if you really want, and if there is enough of you, I’ll gladly create, like, a four week boot camp where all of you can upgrade if you want. And 40% of clients said yes, and just like had a detour in their client journey, learned that part and went back into implementation of the original offer, so you can play around with it, and then it gives you a lot of options of additional upgrades and upsells, which are natural and not forced.
Samantha Riley 13:25
What are some other ways? So that was a really great, I guess, case study. What are some other ways that you’ve seen? Well, either you or some of your clients, have done that also helps people in this, you know, over consumption.
Filip Sardi 13:47
Making sure that on top of videos there are, like, checklists or steps for them to really understand, what are the essentials, like takeaways or points of the video, so they know exactly okay, if I watch this video, this is what I need to get out of it, and that’s and that’s it. And if they have a clarity, then on, let’s, for example, for example, on the group call, we can address specifically, specific steps of the process, and they can ask specific questions. And if we are, like, super specific, then there is, like, they can’t get lost or hide behind. Oh, I watched like, you said, like, oh, the recording of the past. I don’t know, of course, because a lot of people love to put like, past webinar recordings and stuff like that to kind of enrich the program. And there is nothing to hide behind. It’s just like, Okay, have you watched the module two video which is three minutes long? Yes, okay, what are the next steps? And that’s it. So trying to move and remove any obstacles possible, and giving them 100% clarity, at least from my experience.
Samantha Riley 14:55
Totally love that. All right, let’s talk about the implementation phase, because this is really where rubber hits the road. This is what’s going to have clients actually stay in the program is actually getting these wins that you’re talking about. What are some of the let’s, let’s sort of cover off the problems. First one of some of the problems that you see in the implementation phase of a client journey.
Filip Sardi 15:26
Okay, there is from like, watching literally 1000s of clients, from like my my clients programs, I’ve seen that there, in a way, two different types of learners who either have to go through the entire course, and the other ones are action takers, who go through a module and then start implementing. And we always count that we are going to have the second type of implementers, which are like action takers, and that’s the smallest segment of our audience we all want, like, super a player, action takers, but that’s maybe, like, five to 7% and we don’t account for the rest, where they need nurturing, accountability and assistance, but with clear boundaries. So that’s the like, that’s important thing. We just want to provide support for the implementation, but then we get lost in all that support, and then as we scale the programs, it kind of blocks us, because we don’t have time and energy to scale it, like, okay, we can support 20 people, but we can’t support implementation of 4050, and 60. And that’s not the case. The case is we just don’t have healthy boundaries, and we are trying to make up for not, like lack of accountability from our clients, with our hand holding, which is like, not the proper way to do it. So basically, the mistake isn’t in the structure of the program, it’s in our approach, how we support the client.
Samantha Riley 16:53
I actually had this problem back in about 20 actually, I know when it was. It was at the beginning of 2020, when you know exactly what happened then. And I wanted to make sure that my clients were really looked after and supported as we were going through a phase that no one knew what was happening. And I started to get really resentful because I was getting messages at 10 o’clock at night, or I was getting messages at, you know, 6am with people like, freaking out, like I need an answer. And it took me a little bit. It took me a few days to realize, Oh, I’m resentful, but it’s not their fault they’ve sent the message. It’s my fault because I haven’t turned my phone off. Like I realized it was me that hadn’t set the boundaries, and as soon as I set the boundaries, it all leveled out again. Clients were still feeling supported, but I wasn’t feeling resentful, because it was kind of on my terms. And it wasn’t that I was getting back to them seven days later. It was just, I’ll get back to you in a few hours, once I’ve got out of bed. Kind of thing.
Filip Sardi 18:01
Exactly. You explained it beautifully. It’s just like you didn’t, you didn’t respond at 11pm you basically responded just a few hours later, and it was a normal thing, and we don’t initially get that part, but clients like they will take whatever they can. So if you make yourself available, 24/7, they won’t say no, because you made yourself available. But if you create a container, and they know exactly you know, okay, on Thursdays, we have live Zoom call, you submit your questions. Okay, if you have, I don’t know, hands on support, you have, maybe private WhatsApp channel. Okay, you can send me a message, but it takes six to 12 hours for me to respond, and you have to really follow the structure of your question and stuff like that, like simple instructions from them for them to know how and when they reach you and what’s included and what’s not included. Because I have a lot of people who I notice, they’re really quick action takers, but they started with group option, and they just want to get there faster. And I reach out to them, I don’t have problems with that, and just say, Hey, I see that you’re really getting, like, getting at it fast. Let’s upgrade you to one on one. We can be done with it in six weeks. It’s like, it’s gonna be well worth your investment, because I see that I can really help you personally, and that’s it. If they say no, perfect, fine, we keep the support as it is. If they say yes, they’re gonna be there faster. So again, upgrading and upselling, which is, I don’t know when and why, got like the ickiness in terms of like the word, but it’s, it’s a normal thing to offer to people extra support if you see that they need it or they can benefit from it.
Samantha Riley 19:44
So how? So we’ve talked about the time, the boundaries for time, but I just want to dive into that a little bit more, the boundaries of the content. What are some ways that that can be set right from the beginning? Because I’ve seen. In programs where people are allowed to come and ask just about anything, and it’s got nothing to even do with the program, and all of a sudden you’re sharing, you know, all of your IP for some huge, you know, mastermind that’s normally five times the price. And I will share a little bit in a minute of what I’ve seen. So how someone else does this, and I think it’s brilliant, but I’d love to hear how you get around or help your clients set the boundary for that content.
Filip Sardi 20:29
Can you explain that a bit more just, just so I understand the question?
Samantha Riley 20:33
So we’ve talked before about, maybe having like, a Q and A call or a hot seat, and some clients will come to the Q and A call and ask about something that’s not even in the program. Okay. How do you create the boundary around the content?
Filip Sardi 20:49
I just redirect them back to Okay. What is like if that’s not part of the program, it’s okay. Either I have the extra resource in terms of, hey, you can watch this podcast episode, or you can visit my dear Samantha’s friend Samantha’s website, because she’s an expert in that. And hey, what is the biggest challenge you’re having at the moment with implementation? Is it like module two, three or five? What is the step of the process? Because I had this, I had people like hijack group calls in the past, and I didn’t know how to handle that because, you know, strong personalities, they would be loud. And they were just like, oh, Filip, what is this? What is that like? Give me this. Oh, how did you like, how did you record your podcast? And this is not even about podcasts like, and I was like, okay, okay, let’s time out, please. Let’s go back to this. But if more of you want to know about like, podcast recording Basics, I’m willing to record a one off Workshop. If you’re willing to join, yes, you are. 10 of you, perfect. I’m going to sell it to my front end audience as well, and then I’m going to make money if I’m going to be sharing additional IP that people ask me for so, yeah, like that.
Samantha Riley 22:03
I like that one. I’ll just want to share something that I’ve seen just recently, and I thought it was so clever. Is a framework for asking a question in a Q and A call where you have to say I, I’m in this module at this time stamp in the video, and I don’t understand this exact thing. And I was like, oh my goodness, how clever is that? And that was the framework that they have to come to the Q and A call with, is that they have to actually say what, what part of the video they were watching and why that part didn’t make sense. So I just thought that would be a nice little something to pop in.
Filip Sardi 22:41
There it is, and it’s perfect. And unlike for people who maybe haven’t scaled yet, and they’re afraid, for example, if you have, I don’t know, 50 people in your cohort, in your group, you normally get maybe 20, 25% of people showing up live. So even if you have like 50 people, you may have, I don’t know 15 people on the live calls, and you can handle that with structure, without a problem, because it’s not just about supporting them on the call they get, like other means of support for the implementation. For example, maybe it’s a good time for us to open up the AI topic, but with all these new AI tools, you can get, like, custom ChatGPTs that give instructions based on your content and your framework, where they can come prepared. So this is something we’ve started implementing lately. It’s like, if they have implementation task, they have a custom GPT, they fill out like they would fill out the worksheet materials. They added their tone. Of course, I hate when people are just like copying generic stuff, but they come, let’s say, have prepared and we can have a solid discussion instead of starting from scratch because they haven’t done the work. So that’s something I’m testing at the moment, but I’m seeing huge improvements in like that learning versus implementation step and getting closer to the final outcome.
Samantha Riley 24:01
Are you finding that people like your students or clients are coming to the call and the answers aren’t as in-depth because they already have got a quite a good grasp and they’re only, they’re now asking questions that are just filling the gaps?
Filip Sardi 24:17
Yeah. So the thing is, before I would repeat myself, and I would be fine with it in terms of, okay, let’s start from scratch. Okay, here is how you create an irresistible offer, even though all of that was in modules one, two and three, I will repeat on live calls. And then I learned, like, Okay, I’m wasting time. Well, for people who really want specific just feedback and fine tuning of their offers before they, like, launch it live. So now we get to fine tuning, and I get to ask them specific questions. For example, Hey, is this how your audience is really saying? What’s like, what’s the different take that you can take on that like, who’s the profile of the audience? We’re just fine tuning, and others are learning. So much because now they’re learning from live examples, not just like the educational part of the course, and it made a lot of work easier.
Samantha Riley 25:09
What apart from the GPTs that you’re specifically writing, how else are you using AI in your programs?
Filip Sardi 25:20
So for example, I lost a lot of time, and my personal assistant lost a lot of time when we would do all these summaries for weekly calls and takeaways. And now you use apps like Fathom. Basically that’s my go-to app where I can personally save three to four hours a week. I can gather the takeaways, I can get the challenges, I can get ideas for the topics, and I can get the summaries to the students, on top of, like, recordings in literally 30 minutes. So that’s money and time saved, and that’s at the moment when I just, like applied to programs and managing groups. That’s one of the biggest things, like custom GPTs and summaries, takeaways and ideas for nurturing and motivating students.
Samantha Riley 26:09
Me and one of, actually two of our coaches we have, we crack up laughing every time we think, oh my goodness, we were going all over the place, on on something, and you get the Fathom, and it’s just like, how did it get it spot on with all of that that we were talking about? It saves so much time, and it is incredible how it manages to get those takeaways so clear. I 100% recommend Fathom.
Filip Sardi 26:38
Do you? Do you use custom prompts in Fathom as well? Because, for example, after the calls? Yeah, because Tell me more, yes, I asked, ask it questions to probe my approach to supporting and teaching, depending on type of a call and when, where were the bottlenecks? Where maybe I did like the monolog and I diluted the value, or where was something that where I missed the context, or where I repeated myself, or any other patterns. And basically I get perfect feedback with the timeline links, where I can check where I was making good or bad decisions. And then that way I’m learning as well. And again, it’s just a simple prompt, and I can do this in 10 minutes, write my notes and be better prepared for the next one.
Samantha Riley 27:28
Oh, my goodness, that’s gold. That is so good. Do you use that Fathom recording then to help with creating your GPTs? Like is there, are you using your own trainings? Or how we, let me try that again. How are you using your own trainings, like transcripts or the Fathom to then give the information to create the GPTs?
Filip Sardi 27:55
So we start with basics. So here is, here are the course materials, for example, module two materials. Here is the worksheet, the workbook. Okay, what are the steps of the process that need to happen for it to understand? Here is the terms, dictionary. So if someone asks questions that are related to the frameworks, so it knows how to explain, and this is the starting point. And when we have specific calls and call recordings and transcripts related to that topic, I just add on takeaways and materials, so it kind of learns and gets a bit smarter and smarter in pattern recognition. And that’s it. And then the key of custom GPT is give it instructions how to deal with all the materials, and I just give it like, Okay, follow my voice, my tone. Take it step by, take them step by step. If they have questions, just try to explain in my language. And I restrict it from connecting to the internet, because it can also do Yeah, because if it has the ability of internet connection, then it does its own research, and then it mixes different things and different coaches take out and all that, and then you have a Frankenstein of the framework which is not yours anymore, and people get confused. So basically, I gave it instructions. And the good thing is, when clients are going through that part, it doesn’t save in its memory. If you delete it, you have deleted information forever, and that’s the part I like, because I don’t save it, I don’t see it other than if they’re not sharing the chat and stuff like that. So in a way, it’s private, but we don’t know. They say they don’t, they don’t save it, but we don’t know.
Samantha Riley 29:39
But at least I have no idea what’s going on behind there.
Filip Sardi 29:44
But when I, when I look at it, like, in terms of, like, the general search, it doesn’t connect to that part of the memory. So maybe it’s hiding, or maybe it really doesn’t save it to the memory. But still, we don’t know. Like you said, yeah.
Samantha Riley 30:01
Yeah, I’ve got a, I love the saying that we our clients can or will leave when they run out of future. You talked before about having micro wins in the onboarding. How do you continue those micro wins through the program? Or you, can you give us some tips on how to do that through the Educate in the implementation phase, so they continue to get those small micro wins along the way.
Filip Sardi 30:26
So, basically, when I talk to people about, okay, what is the final outcome, and what are the like milestones and micro wins, we start with the end in mind, okay, here is the big one, the biggest. Okay, you’re going to launch the offer, and the offer, and the offer is going to be super successful, and you’re going to get a bunch of students in, and then we dissect all the milestones in, okay, what are small, tangible steps that you can measure, and then you can set that you can celebrate your clients for? So we have the basics. Okay, onboarding has completed. Yes, that’s, that’s one of the wins. But what’s the first client win? They introduce themselves in the community, perfect. We celebrate that. When they educate, start educating. They report. They have reported that they have completed first module. Perfect. We do that. So then we go to specific mini outcomes for client programs. So for example, just to be more specific, in my like, creating irresistible offer, you better understand your ideal client so you have ideal client profile. Yes, that’s a win, and we celebrate that. Okay, you understand your resources and what type of offer is best for you. That’s another win. And then the final one is you create the actual offer. So we predetermine all the micro wins that we can celebrate on top of the classic ones. You know, course is completed. That’s the most classic. And I call it vanity metric, because it doesn’t mean a thing. We all finish the modules and that doesn’t mean a thing. So those are the things that my clients have control of. They don’t have the control of when they launch the offer, what’s going to happen, but by that point, they feel so good about themselves because they have stacked so many small wins. Then even if offer doesn’t work for the first time, they know they’re going to iterate. They’re going to get results, but they have already won before we actually launched the offer, which is a huge thing.
Samantha Riley 32:28
Love it so much. What are some of the ways that you have seen? Well, some of the ways that you have done this, and you’ve seen other clients do this just checklist. I mean, I’ve seen things like bingo cards. I’ve seen all sorts of different like gamification. Can you give us some ideas of some of the ways that you’ve seen that works really well?
Filip Sardi 32:51
So the most basic one is having a checklist for each of for example, maybe not modules, but each step of the process, because I like to avoid modules, because those are not the courses we are going through the transformation. So every coach and every like educator has the process of transformation. So each of the steps that lead us closer to transformation has a specific set of wins. So it can be like the basic checklist, or it can be, if you have maybe advanced, I don’t know course platform or client support platform, then you can predetermine when they’re gonna get the notification, like you said, for the gamification, for the win, so they get the email celebrating, or they get a notification in the app. And that’s more advanced, but I want to focus when I talk to people not to over complicate that part, because the big win for course creators is already knowing to support their clients throughout the process and what the small wins are. So if you’re watching this and thinking, oh my god, adding another like layer of complexity, gamification, all that stuff is too much, just skip that part and list the small wins and just celebrate your clients. For those small wins, it’s gonna matter so much more than having like, a fancy gamification platform.
Samantha Riley 34:10
Totally. Now I know that you’ve got a strategy guide. Can you talk us a little bit through what people get from downloading that?
Filip Sardi 34:21
So it’s basically a more in depth approach to the framework we’ve just shared, and there are a couple of suggestions and mini case studies that they can implement immediately into their programs to start getting better results, not just better client success rates, but At the same time, couple of ideas of creating additional, upgrade and upsell offers for their programs. And I’m basically on a mission to make, let’s not call them upsells, but upgrades cool again and normal and as a natural next step for people. So it’s a combination of those two important things, client success and client upgrades.
Samantha Riley 35:01
I like that. I like that because I think upgrades have got some people have made them really icky, but you know, they don’t have to be. And in actual fact, if people are getting successes along the way, then the upgrade is natural. So I love that. Of course, wherever you’re listening or whatever app, just scroll down. The link for Filip’s strategy guide will be down below, so that you can click that. And I know that if you’ve been listening, you know, there’ll be a ton of value in that. But Filip, there’s one for people that are listening. Where do they, hang on, let me start this again. Oh, my goodness, the editing in this episode. If someone’s been listening and they’re like, Alright, it’s time to do a bit of an overhaul on my program. What is the place that they would start? Where would they begin this journey of giving the overhaul so that they’re not just going down a rabbit hole?
Filip Sardi 36:08
The first thing I would do is examine where the biggest bottlenecks for them are at the moment. So instead of thinking, oh, I need to restructure the entire program, I would get them thinking where I’m struggling the most at the moment, where I’m losing the most energy, at the moment, where do clients demand most from me? Is it in the beginning? Do they have, like, a million questions, is it during the implementation, and I don’t have the boundaries? Do the client, do clients fade away? And I don’t know, where did they go? So I would first identify where those bottlenecks are, and start from there, because probably you don’t need to rehaul the program. You just need to kind of tweak the journey so it makes sense to you and your clients better. And that’s it.
Samantha Riley 36:51
Love it. So much. Filip, thanks so much for coming onto the show and sharing your framework. I love it. And I think that not only is this something good for our clients, but it is something good for us too. It’s an absolute win-win. So great framework. Thanks so much for sharing
Filip Sardi 37:09
Perfect and thank you for having me again.
Transcribed by https://otter.ai
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