Yesterday, my son really, really, really wanted to go to play Magic, the Gathering (a card game) with his friends.
Every Tuesday, a bunch of them get together in Boulder from 5 until about 8. It’s a lot of fun and he looks forward to it big time.
This week, he was REALLY looking forward to it because he had some birthday money to spend on a card that his friend was going to sell him.
Well, it started snowing. And snowing. And snowing.
And I don’t drive in the snow. At least I haven’t before and I had a long day and really didn’t want to drive the 25 minutes (in clear conditions) to get him to Magic, plus I didn’t really feel safe doing it.
He was upset. Very, very, very upset.
I let him be upset and express how unhappy he was as loudly as he wanted, but I was not going to get in the car no matter what he said. Of that, I was clear.
Finally I said, maybe I can make it up to you. At which point, he began to howl “Make It Up to Me!”
And once he calmed down, I did.
And it got me thinking about how important it is for us to acknowledge disappointment.
Often, our natural inclination is to just say, “oh, get over it.”
But, disappointment is real. His sure was. And I wanted to make it up to him. Not out of guilt, but because if I was in his shoes, I’d want it made up to me too.
Making it up to him would go a long way in buying goodwill for next time I let him down, which was sure to happen.
So, what does all this have to do with you and your business?
Well, it got me thinking about something that happened today.
Dave and I opened registration for our 2010 Breakthrough Business Model program and offered several bonuses to people who are joining us for the year (in fact, purchased separately, the bonuses are worth more than the entire investment in the program).
Why? Because we wanted to make it super easy for our most right people to justify the financial commitment to the program and themselves because we know it will be so transformative and many of you are struggling to impact lots of people, get to the money in your business AND build a sustainable, long term business you can count on.
So, we included a ticket to our live event in the fall, the recordings of our last money map program that everyone simply RAVES about, and a basic membership to my LIFT Foundation System & Toolkit.
Now, several of our most perfect people had already invested in the LIFT Foundation System & Toolkit during the charter launch and got in on it at 50% off.
So, within minutes of our announcement, one of the gals who had invested in the Deluxe version wrote my customer service team inquiring about a refund of her LIFT investment since she’d be receiving the basic version with her #BBM2010 memebership.
Ruh-roh. Houston, we’ve got a problem.
I immediately let people who were listening in on our preview call know that we were bonusing the BASIC version of LIFT (which means it doesn’t have the 16 legal agreements, 16 strategy maps OR the personal records binder), not the DELUXE version and that refunding didn’t feel right to me.
I didn’t give it much more thought because yesterday was a big day all around (the culmination of 3.5 months of massive effort all in one day, which I’ll tell you all about as soon as I’ve processed more) and I was busy, busy, busy.
But then the thing happened with my son. And I acutely felt his disappointment.
As I felt his disappointment, I felt the disappointment some of my most perfect people that I’m meant to serve must have felt when they realized they had jumped in on LIFT early and maybe wouldn’t have needed to, if only they had known about the #BBM2010 bonus or waited.
Nevermind the fact that early LIFT investors got the Deluxe version for the Basic investment PLUS a 45-minute LIFT strategy session with me, which means they actually got a $3997 thing for only $997, I never want anyone who invests in anything with me to feel disappointed.
That wholly goes against what I stand for.
So, I thought about what to do.
And I weighed the options. The old paradigm way of doing things would say “screw it, do nothing. You are already over-delivering, Alexis. No need to justify the bonus.”
But, that just didn’t feel right to me.
I could do better than that. And I decided “Make It Up to Me” felt right here, just as it did with my son.
Make It Up To Me has the power to cure disappointment.
I thought hard about what I could offer these folks who are my very best customers, my most perfect right people, the people who love me the most and invest in everything I offer.
They love me. I love them.
So I decided to give them the greatest gift I have to offer.
Me. My time. Folks pay up to $3,000/month for coaching with me.
Private time with me is simply not accessible for lots of folks, even my most perfect people I love to serve folks.
I remember when I was in massive learning and growth mode how much I would have valued time with my mentor and coach. Just a little bit of time could have made such a big difference in my business.
So, I decided that would be the best Make It Up To Me gift I could give.
I’m going to let my most perfect right people bank a little time with me.
If you invested in LIFT and you now join BBM, you’ve got a use it anytime private quickie with me.
Sounds kinda dirty, doesn’t it?
Well, it’s not that kind of quickie silly! Get your mind out of the gutter, would ya? LOL.
This is a MUCH more valuable quickie.
It’s the kinda quickie you are going to use when you are really stuck having a hard time making a decision about something.
Should you hire? Should you fire? Which way should you go on that really hard decisions? Should you make that investment? Or not?
You’re about to jump to another level in your business or tumble back three levels and you know the decision you have to make could be a make it or break it turning point for you.
Where do you turn?
Well, I’ve been there many times friend. And if you’re a member of LIFT and you paid full boat and you are now joining our Breakthrough Business Model 2010 program, you will turn to me and I will help you decide.
This quickie could be worth THOUSANDS to you when I help you make the right decision.
Does that feel like the right way to make it up to you? I’d love to hear what you think even if you are not someone who had invested in LIFT and is now investing in BBM2010. Let’s talk about it in the comments.
And, if you’d like to listen to the preview call we did for the BBM2010 program, you can get it here.
Just the call itself can take years off your learning curve by hearing us peel back the curtains about the breakthrough business model we’ve used to shift from the Flat On Your Back business model to what we call our Stand Tall and Go Deep model that allows you to make a great impact and a great living doing what you love and serving your most perfect people.
As always, I love to hear what you think and feel about all of it.
You & I seem to be having a lot of parallel conversations lately. Hubby & I talked a lot about disappointment yesterday & how it's okay to express when we are w/something the other one says or does so long as we're not trying to use it to “get our own way”/”redefine the outcome”.
I had already been part of both the Money Map program & had bought the Deluxe version of LIFT. I don't know, maybe I'm just different. I looked at it more as being grateful that I got into both programs when I did for the prices I did. And being grateful for the immense amount of time & effort both you & Dave put into answering SO many questions during the Money Map program. Plus the insanely immense amount of superior quality content in both as well.
I was over the moon that the Client Attraction event was included as a bonus for BBM2010. I remember seeing you tweet about it & thinking that I would've LOVED to have been in on that & that I hoped those lawyers knew how good they had it. lol So when you gave the page out on the call, & I scrolled through it, I actually let out a squeal when I saw it! 🙂
I don't know, for me, it's just different. Instead of feeling like I'm entitled to more just because I already received most of the bonuses already, I look at it differently. You are offering a GREAT year long program at a GREAT price. And when I tell people about anything I've done w/you thus far, I tell them, that even WITHOUT the bonuses, you & Dave both do a great job of over delivering in the actual programs themselves. So the bonuses are just the icing, or extra blessings if you will, on the whole cake.
You do what you feel is best. 🙂 And there's no WAY I or anyone else would be crazy enough to turn down bonus time w/you. So for that I choose to be grateful as well. But I was grateful already, regardless.
I just want to say how much I appreciate your efforts and your willingness to extend this offer. You didn't have to do this, but personally, I'm overjoyed that you did.
I've already gotten such value out of LIFT. I can't wait for BBM2010!
I had totally forgotten we included the Client Attraction event too! Wow, we really did give some great bonuses. 🙂 You are a winner Sunshine; no doubt about it. I love watching and supporting your growth.
Thanks so much Michelle. I know we didn't have to, but I wanted to and I'm so glad you'll be joining us.
Alex, great post. I think your post reflects a great balance between “screw it” and “don't be mad at me.” Thanks for the awareness.
From your perspective I can see that assessing my needs and giving me everything you have as product/systems (that is relevant to my business) to support my success is smart business. These are your branded systems being used by your most invested clients. Effort is rewarded and my success supports your growth. Nice.
Time with you is priceless and tools to optimize the time could only be helpful. Knowing there are tools that are new that not included in my coaching makes me feel like I'm celebrating Hannukah and everyone else is opening presents at Christmas.
I'm open to explore anything that will help me move forward. For me, your products would be adding knowledge & structure to our limited time: LIFT, #BBM, Client Attraction, etc.. As an investor I can buy them but the disappointment comes with the perception that I engaged the “highest level” commitment.
I'm open to how you price the initial coaching offering to provide me with a complete tool kit to make my year magical. If it takes an addition $2,500.00 on top of my investment to keep me updated I'd want to buy that option. As an add on it makes it a difficult buy decision
My take as a highly invested person is I'd like to be included in any product/system that is new/old that would help me progress during the agreement time. No one know what the future will bring but being included makes me feel that I'm working with the freshest of tools for me to leverage.
My two cents.
Alexis, I was on the fence about BBM2010 (because of personal financial matters as well–I am smack in the middle of a lengthy divorce and am being extremely cautious until all is settled). I did purchase the LIFT program also (but didn't want a refund)–I was more concerned with investing in the 12 month BBM 2010 program and if it makes sense for me at this time. I even emailed your support team earlier with more questions. But reading this, and I do appreciate what you're saying, offering, and am listening. I am doing it. THANK YOU!
I didn't invest in LIFT, only because I had just made my first investment in all the experiences and soul searching that has lead me here.
I was barely following you at the time of the launch and I wasn't sure if it was the best investment for me at the time. After all I have my patent, trademark and corporate attorney. I have my cpa and my business insurance policy. I am running a pretty Eyes Wide Open business but I also know I have a lot to learn. Obviously, cause I am not making any money. 🙂
And even though I am super excited to receive the Basic LIFT, I really think I missed out on some true insights, with the forms and your strategy session. To date I have spent over 20k in legal fees, I am sure the strategy session alone was worth the $997. 🙂
So, I have to agree with Sunshine.
And that's why you and Sunshine are my girls. You are my most perfect people I'm meant to serve. How awesome is that! Once you get into LIFT, if you see that you want the forms and the implementation maps, you can upgrade. I can't wait for you to check it out and let me know what you think!
Lol! Funny that I came back to see this.
Wondering if your ears were burning earlier. Someone was asking me about something else, & I full disclosed my feelings about what they were asking me about that & about you & Dave & what ya'll do as well.
They said that just based on what I've said since I've started working the Money Map with ya'll, that they look forward to working with you in the future. I believe the words “forthright”, “realistic”, & “no bullshit” were part of the conversation.
Hoping I'm up & hoping around by the time BBM starts, cuz I'm beyond excited to get started. 🙂
Oh, I LOVE forthright, realistic and no bullshit! That's totally who we are. YAY. How down and out are you, hon? Are you still in pain? What part of your back and how'd it happen?