Addressing Client Pain Points

When I speak with potential clients, they cite two major pain points from their current accountant: 1️⃣ Lack of Communication 2️⃣ Surprise/Unclear Billing Here's how my practice addresses these issues: 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 👉 My service packages outline expected response times. 💡 When clients pay for a higher level of service, they receive it. 👉 My client portal includes in-app chat support and status updates. 💡 Clients should not have to ask, "Any update?" 👉 I provide tax return and tax planning videos directly to my clients. 💡 I want my clients to be actively engaged with their finances. 👉 I prioritize educating my clients throughout the year. 💡 Educational social media content 💡 Bi-weekly newsletters 💡 Firm templates (business expense tracker, etc.) 💡 Infographic job aids (new business deduction guide, etc.) 𝐓𝐫𝐚𝐧𝐬𝐩𝐚𝐫𝐞𝐧𝐭 𝐁𝐢𝐥𝐥𝐢𝐧𝐠 - 𝐕𝐚𝐥𝐮𝐞 𝐏𝐫𝐢𝐜𝐢𝐧𝐠 My services are priced based on the value provided, not on how much time is spent. This means clients know exactly what to expect - no surprise bills after phone calls and no hidden fees. 🎯 I spend time reviewing information beforehand to identify the project's scope. It's about creating trust and starting our relationship on the right foot. I started my firm because I wanted to do things differently by keeping things simple and modernizing the client experience. Why do you think good communication with an accountant is so hard to come by?

Why Most Validation Proposals Miss the Mark — and How to Win Every Time 🥊 In pharma procurement, I’ve seen it time and again: validation proposals fall flat because they don’t speak the client’s language. As a validation lead, I made sure my proposals did more than just list services — they directly addressed the client’s biggest challenges. Here’s the secret: 1. Start with their pain points. Understand what keeps them up at night — compliance risks, tight timelines, costly delays. 2. Offer clear solutions. Show how your approach solves those problems efficiently and reliably. 3. Back it up with data, outcomes, and realistic timelines. Clients need proof they can trust you to deliver. This approach doesn’t just win projects — it builds lasting partnerships. If you want your proposals to stand out, stop selling services. Start solving problems.

I’ve developed a repeatable framework that consistently gets prospects to open up about pain points and acknowledge the impact. 1. “Menu of Pain” Questions: Instead of asking generic things like “What keeps you up at night?”, I list the three most common problems I solve and let the prospect choose. I’ll say: “Typically, when I speak with others in your role, they’re facing challenges like A, B, or C. Which one is most relevant for you?” By giving them a menu, I keep the conversation focused, demonstrate expertise, and make it easier for them to open up. 2. The “Magic Moment” Question: Once a problem surfaces, I’ll ask: “When was the moment you realized that was a problem?” That question always gets a story. And stories give me context, emotion, and insight into what actually triggered the pain. It’s one of the best ways I’ve found to connect tactical issues to their larger business implications. 3. Humbling Disclaimers: I’m not afraid of bold questions, but I always preface them with humility. I might say: “I know this may be a direct question, but would it be ridiculous to assume this issue needs to be fixed to hit your goals this quarter?” That disclaimer softens the delivery, makes the question palatable, and gets me honest, candid answers. I’ve found that you don’t need 20 impact questions - one or two, framed the right way, can uncover massive problems that drive urgency. 4. Transparency on Next Steps: At the end of discovery, I want transparency, not ambiguity. I’ll often say: “People usually take these calls for one of a few reasons - just researching, needing to solve something immediately, or somewhere in between. Which bucket are you in?” That way, I either secure real next steps with someone serious or I gracefully qualify out. For me, it’s better to know the truth than chase a deal that isn’t real. Stay curious.

How I handle customers who demand free demos or meager fees... In my years as a coach, speaker and facilitator, I've encountered a recurring challenge that many in our industry face: clients who insist on extensive, free demonstrations of our services. Or they demanded ridiculously low fees. Here's how I'd handle such customers:. The first step in this process is to understand the underlying motivations driving these requests. In my experience, clients who ask for extensive free demos often grapple with uncertainty. They may need clarification about their exact training needs, are hesitant to invest in an unfamiliar program, or are under pressure to make the right decision in a competitive business landscape. I start the conversation with Metrics and Pain points. I ask questions like, "What specific training gaps are you currently facing?" or "How would successful training impact your team's performance metrics?" These questions serve a dual purpose: They demonstrate our commitment to understanding their unique challenges and guide the conversation toward specific outcomes. Next, I identify the Economic buyer and understand their Decision process. In most organizations, the person requesting the demo isn't always the one with the final say. By asking, "Can you walk me through your typical decision-making process for training programs?" we gain invaluable insights to secure buy-in at all levels and navigate their decision-making landscape effectively. With this understanding, it's time to gently challenge their assumptions that they need to see everything we offer in a full-day demo to make an informed decision. "What specific outcomes are you hoping to achieve with this training? What do you want your participants to do differently after the training? " These questions reframe the conversation and position us as strategic partners who understand their business. Customers don't buy features; they buy outcomes. However, it can be very challenging to measure return on investment (ROI) for training, customers may still feel they need more assurance. Hence, I suggest the customer to have a high-value discussion It might sound like this: "Based on our discussion, it seems that selling at higher prices is your top priority. I propose a discussion with your key stakeholders and managers. We'll delve deeper into the underlying factors of this specific challenge. By the end of the session, you'll have actionable insights into your team's underlying issues and a clear roadmap for improvement." Finally, I'm not afraid to walk away from customers who are unwilling to invest in their people. I focus on building relationships with those who appreciate my value proposition and are committed to achieving positive outcomes with their people. #trainingbusiness #priceobjections #freedemos

How many times on your website do you say "We", "I", "Our" etc ..... vs "You"? I challenge you to look at your homepage and tally up how many times you use each just on your homepage alone. 🚫 Most business sites have more "We's"/"Our" etc than "You": ✅ BUT, what you actually want the most of is...... "You's"! Why? Because at the end of the day, we don't care what someone can do. We care what they can do for US. 🔴 Often when firms' launch a website, they think "These are things WE want to show-off and talk about" - and that is what they put front and center in their messaging. INSTEAD, you want to think: "What does my audience WANT to hear about?" What pain points do they have? What do they care about right now?" Your marketing messaging should ALWAYS be focused on: - what problems prospects have - what they are interested in - the benefits they get when working with you (how you solve those problems) - written in a way that allows the person to say "Okay so this firm GETS it. They obviously work with people just like me" Examples: Instead of: 🚫 We've got over 20 years of expertise in retirement planning Try: ✅ As a doctor, you are used to long hours and high-stress. But you don't want the stress of figuring out your finances alone. That's where we come in. 🚫 We meet regularly with our clients to keep them on track. ✅ You don't just want a financial plan. You want someone to hold you accountable to your future self. Our online dashboard gives you a real-time, detailed overview of where you stand financially, 24/7. A REALLY good way to create messaging that is "you" focused on is to have a section on your site that says something like "Types of questions we help clients answer and solve". Then you can list out examples of what those questions are. Those reading your site will be nodding their head in agreement as they realize they have the exact same questions. 💠 I know getting the messaging just right on your homepage can be INCREDIBLY difficult. But hopefully having this as a guide will help you re-think how you go about your message! #copywriting #websitedesign

𝐈𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐟𝐫𝐨𝐦 𝐖𝐨𝐫𝐤𝐢𝐧𝐠 𝐀𝐜𝐫𝐨𝐬𝐬 𝐂𝐚𝐫𝐫𝐢𝐞𝐫 𝐚𝐧𝐝 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐏𝐫𝐨𝐯𝐢𝐝𝐞𝐫𝐬 I continue to hear feedback from the carrier side of the industry regarding confusion with solution provider offerings. Having worked on both the carrier and solution provider sides of the insurance industry, I've seen firsthand the misunderstandings and missed opportunities that arise when each side doesn’t fully grasp the other’s goals, challenges, and unique solutions. One of the biggest challenges facing solution providers is clarifying their unique value proposition to carriers. Here’s a quick playbook for solution providers aiming to close that gap: 𝐊𝐧𝐨𝐰 𝐘𝐨𝐮𝐫 𝐂𝐚𝐫𝐫𝐢𝐞𝐫’𝐬 𝐏𝐚𝐢𝐧 𝐏𝐨𝐢𝐧𝐭𝐬 𝐁𝐞𝐲𝐨𝐧𝐝 𝐭𝐡𝐞 𝐏𝐢𝐭𝐜𝐡 Before stepping into a carrier meeting, it’s essential to move beyond your standard pitch. Take time to understand the carrier’s specific pain points and strategic goals. This doesn’t just mean presenting your solution’s features but framing them directly around the carrier’s unique needs. 𝐃𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐢𝐚𝐭𝐞 𝐛𝐲 𝐏𝐫𝐨𝐛𝐥𝐞𝐦, 𝐍𝐨𝐭 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 When multiple vendors are providing similar solutions, the carrier’s choice often boils down to “who understands our challenges best?” Make your focus the problem you're solving, not just the technology behind it. Share real-life case studies or success metrics that align directly with the carrier’s priorities. 𝐄𝐬𝐭𝐚𝐛𝐥𝐢𝐬𝐡 𝐘𝐨𝐮𝐫𝐬𝐞𝐥𝐟 𝐚𝐬 𝐚 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐏𝐚𝐫𝐭𝐧𝐞𝐫, 𝐍𝐨𝐭 𝐉𝐮𝐬𝐭 𝐚 𝐕𝐞𝐧𝐝𝐨𝐫 Solution providers who position themselves as partners—invested in the carrier’s success—can achieve far more sustainable relationships. Demonstrate that your team is here to evolve alongside the carrier, providing support as their needs and the market change. 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐞 𝐘𝐨𝐮𝐫 “𝐖𝐡𝐲” 𝐂𝐥𝐞𝐚𝐫𝐥𝐲 Carriers, like any client, want to know why you’re in this industry. When you communicate your mission—whether it’s simplifying claims, improving customer experience, or advancing digital transformation—it builds trust and establishes you as a purpose-driven partner. This is where your passion for the industry and problem-solving expertise can shine. 𝐏𝐫𝐨𝐯𝐢𝐝𝐞 𝐓𝐫𝐚𝐧𝐬𝐩𝐚𝐫𝐞𝐧𝐜𝐲 𝐢𝐧 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐎𝐮𝐭𝐜𝐨𝐦𝐞𝐬 Clarity in execution and ROI is critical. Carriers want to understand what to expect from onboarding to outcomes. Break down each phase of implementation, offer realistic timelines, and communicate ROI metrics to foster confidence in your solution. By viewing solution-provider relationships as collaborative partnerships and focusing on empathy, understanding, and tailored solutions, we can transform our approach—and our impact. When both sides are aligned, it’s not just about sales—it’s about true innovation and lasting value.

10+ years in recruitment I still hear the same 5 objections  Here’s what they are (and how to handle them): After nearly a decade in recruitment, I've learned something crucial: Your success isn't determined by how many prospects say "yes". It's how effectively you handle every “no." Even billing multiple six figures annually, I still hear the same objections that plagued me as a rookie: > "You're not on our preferred supplier list." > "We're not recruiting right now." > "Your service is too expensive." > "We already have an internal team." > "We don't know you or your agency." The difference between average and exceptional recruiters isn't avoiding these objections… It's how they respond. "You're not on our PSL." -> "Are there any roles your current PSL partners are struggling to fill?" "We're not recruiting right now." -> “When do you anticipate your next hiring phase?" These responses transform an immediate “no” into a potential future “yes”. The "too expensive" objection is actually my favorite. Because it's an opportunity to educate them on the true cost of a bad hire or prolonged vacancy. (I've turned countless price objections into value discussions that ultimately led to full-fee placements.) The key is to stop viewing objections as rejections. And start seeing them as opportunities to understand the client's real pain points. Respond with curiosity, not defensiveness. Ask thoughtful questions. Build long-term relationships by delivering consistent value even when there's no immediate return. In this market especially, the recruiters who thrive won't be the ones who never hear "no"... They'll be the ones who know exactly what to do when they do.

I’ve spoken to over 100 founders in the past 3 years. Here’s the biggest mistake I see early-stage startups make that prevents them from scaling to $5M+: Not identifying their ideal customer profiles (ICPs) early enough. In the beginning, it’s all about finding product-market-fit (PMF) and acquiring anyone who walks through the door. That’s understandable. But once you’ve nailed your PMF, it’s time to shift gears to identifying your ICPs. Why? Because honing in on your ICP helps you target the right segments – driving more efficient and scalable growth. Ideally, while finding PMF, you’ve already started identifying a few ICPs. But keep it under 5 ICPs to avoid diluting your team’s efforts. Now, how do you use ICPs to fuel your growth? It all starts with talking to your customers. In the early days, have as many conversations as possible to understand exactly who your ideal buyers are. I received a lot of questions on how to conduct these conversations. So I created the ICP Framework: I - Individual C - Current Solution P - Pain Points Here are some sample questions: Individual: • What’s your gender? • What’s your age range? • What’s your occupation or job title? Current Solution: • What are you currently using to solve this problem? • How long have you been using your current solution? • What do you like/dislike about your current solution? Pain Points: • How does X problem affect your day-to-day life? • What have you tried in the past to solve X problem? • What is your biggest challenge related to X problem? Their answers will give you a clear picture of who fits into which ICP. Once you’ve identified your ICPs, your growth engine – from marketing, product development, to customer experience becomes a lot more efficient. You’ll know exactly who to target with the right messaging. This allows you to create hyper-targeted content across: • Ads • Copy • Landing pages • Email sequences • Customer experience The result? Lower acquisition costs, better conversions, and customers who feel like you’re speaking directly to them because you understand their needs. On the flipside, If you don’t lock in your ICP early... You’ll risk burning through marketing budgets on the wrong audience, higher churn, and missing key scaling opportunities. If you haven’t nailed down your ICP yet, start today. Reach out to your top 10 customers. Ask them these questions and use that data to sharpen your messaging and fuel your growth.

Client objections used to terrify me. Now?  They're my favourite part of the conversation as I learned to navigate them. So here are my 5 way in which I turn my client objections into opportunities: 1️⃣ Listen Actively Example → If a client says, “I’m not sure about your pricing,” don’t jump into defending it. Instead, respond with: “I understand your concern. Could you share what specific aspects you feel unsure about?” This shows you’re genuinely interested in their point of view and want to address their concern. 2️⃣ Understand the Real Issue Example → A client might say, “This service doesn’t fit my needs,” but the real issue could be a misunderstanding of the service itself. Respond with: “Can you share more about what you’re looking for? I want to make sure I fully understand your needs.” By probing deeper, you uncover the true reason behind their objection. 3️⃣ Acknowledge Their Concerns Example → If a client says, “I’m worried about the timeline,” acknowledge it by saying: “I completely understand. Timelines are crucial, and I want to make sure we meet your expectations.” This validation makes them feel heard and reassured. 4️⃣ Provide Clear Solutions Example → If a client is concerned about delivery time, respond with: “What if we adjust the schedule by two days to ensure everything meets your quality standards? Does that work for you?” Offering a tangible solution shows you’re proactive and willing to adapt to their needs. 5️⃣ Follow Up Example → After resolving a pricing concern, send a message saying: “I just wanted to check in and make sure you’re feeling comfortable with the revised pricing we discussed. Please let me know if there’s anything else I can assist with.” This builds trust and shows you care about their long-term satisfaction. By applying these approaches, you can also handle objections effectively and build lasting client relationships. #clientrelationship #clientsatisfaction #personalbrandingstrategist

Your marketing isn’t working. Here’s why. Learn the #1 mistake companies make in marketing. With decades in building materials, I’ve seen this mistake too often and i help companies fix it and grow. ❌ Most companies talk about themselves instead of their customers. ✅ Your marketing should focus on solving customer pain points, not just listing your features and products. 🏆 How to shift your focus: ✔️ Understand your customer’s pain points. Research what problems they face and how you can solve them. ✔️ Speak their language. Use words and phrases that resonate with your audience. ✔️ Show empathy. Let your customers know you understand their struggles. ✔️ Provide solutions. Highlight how your product or service can make their lives easier. 🦄 When you’re creating marketing content… Here’s how to make it customer-focused: 💰 Use testimonials and case studies. Show real-life examples of how you’ve helped others. 💰 Address common objections. Tackle the reasons why customers might hesitate to choose you. 💰 Highlight benefits, not features. Explain how your product improves their situation. 💰 Engage with your audience. Ask for feedback and be responsive to their needs. Talk less about you and more about your customer. Market to them... how THEY want to be MARKETED to. P.S. Does your marketing focus on your customer or your product?