Protégé: Process

What To Do To Get Referrals: Protégé: Process

What evaluation questions do you ask clients at the mid-way point of your work with them? Share an answer we wouldn’t expect, and tell why it’s important for your client to understand this part of your process.
Linda Loud

Response from Linda Loud

from the North Point Team

"How does your skin feel?" I actually ask this question after pretty much any Mary Kay skin care product my clients apply during their facials. With the addition of each new product, I want to make sure that it's working and that it feels good on their skin. If I've chosen the wrong formula or they have a reaction to a product I want them to know that I can let them try something different. For example, switching out a product for combo/oily skin with a normal/dry product if they want something more moisturizing. A similar question I ask a little later when they've applied cosmetic products is "What do you like most about this new make-up look?" I always let them know that if they decide to purchase anything and later decide they're not happy with the results they can take advantage of my 100% Satisfaction Guarantee. No buying mistakes with Mary Kay!
Tony De Feria

Response from Tony De Feria

from the Milton Team

My midpoint question usually involves money as the client by that time has given me a deposit for a car that has either been purchased or one that we tried to buy at aauction but sold for more. At that point I will ask the customer if they want me sending the revised bill of sale that shows their down payment or if no purchase, if they can wait until the afternoon for me to return their deposit on a car we failed to purchase. This instills great trust as the customer now knows that I am respecting their deposit.
Jason Shaffer

Response from Jason Shaffer

My process includes asking lots of questions and listening to my clients. At the beginning, I ask what type of Insurance coverage they're looking for (sometimes they know exactly what they want and sometimes I need to help guide) and what's the purpose of the coverage. Next, I'll ask pre-qualifying questions in order to find the very best personalized fit for their Insurance needs. This is particularly helpful since I'm an Independent agent and have a plethora of options to shop around on my client's behalf. Then, I'll come back with the top options which typically include a price range. I'll share and explain the different options and their premiums and then I'll ask them "How does this look budget-wise? I'll listen to their answer while letting them know that some coverage is better than no coverage (something is better than nothing) and whichever option we choose, it has to fit their budget. Typically, there is a sigh of relief as my client realizes I'm genuinely here to help (without pressuring), in order to ensure their loved ones are protected. 
Dr. Michael Axt

Response from Dr. Michael Axt

from the Milton Team

As a chiropractor, a lot of people come to me for neck and low back issues. As they are recovering(usually by their 3rd or 4th visit) I ask them if there's anything they want to do, like tennis or golf, that they can't bc of discomfort. Most people don't realize that i treat the whole body from head to toe. Many people are unnecessarily dealing with chronic shoulder pain or rotator cuff issues that can be easily solved by treatment in my office. Same for foot ankle and knee issues. It's important for them to understand that chiropractic isn't just necks and backs. It's totally body wellness and I can help muscle and joint pain effectively at any joint.
Amy Terry

Response from Amy Terry

from the Milton Team

The Home Equity Line of credit loan can take about 4 weeks to process. Once we have credit approval and then we move on to the appraisal. Midway through the process I will check in with the client to see if they have any questions and verify the appraiser has visited. I then will check to see if they have decided if they would like the fees to come out of the line or pay them at closing. We also discuss at that time how they can access the funds. This is important to make sure we have the information so that the closing documents will be prepared properly. This also helps to ensure that the clients questions have been answered before closing and there are no surprises when signing the loan documents. I am always happy to hear at closing that I made the process easy and quick.

Persephone Galambos

Response from Persephone Galambos

from the Milton Team

With my business of residential real estate, the mid-point is a quiet time when the lender and closing attorney are doing their things and my clients and I are in a holding pattern. I have several questions for them regarding if they have scheduled their utilities, the movers, and if they have treated themselves with some form of self care. The home buying and selling process will be stressful. At the point where there is a little breathing room in the process, it is a good time to check on details that the clients may not be focusing on and to make sure they are taking care of themselves. They sometimes don't realize how much they are holding on to or worry until the take a moment to relax and treat themselves to a massage or a pedicure or just a meditation break.

De Witte Thompson III

Response from De Witte Thompson III

from the Milton Team

There is typically no exact "mid-way" point for most of my clients as most of them are working towards lifestyle changes and long term goals. I make a point of asking questions throughout our training together at regular intervals. One of the questions I always ask is how they are feeling about their progress. We look back on their goals and see where they are and how they feel their progress is going. I also ask if they have noticed any other changes outside of their goals. Very often, my clients find they are seeing positive changes in their lives that they were not necessarily expecting or striving towards and, when they recognize that, it is always a great and uplifting feeling for them.

Eric Sapoznik

Response from Eric Sapoznik

from the Milton Team

The midway point of the process can be in a few different times. One time could be when we have been looking for spaces and just haven't found that right one. The other time is when we find the space for my client and then begin negotiations. The questions that I am asking at these times will include what have you liked or not liked about other spaces we have seen, what do you like most about the space you have selected, what items are most important to you on your lease (free rent, reduced rate, build out period, cap on HVAC or CAM increases, etc), and what else are you looking for in a space that we have not yet found? These questions will help me to either narrow down our search or know what to focus on while negotiating the lease for my clients. I do everything I can to make sure my clients get the best space with the best possible terms based on their needs. Everything is about them and their needs and not what I think would be best for them.
Gaye Phillips

Response from Gaye Phillips

As a website design company, I ask several questions upfront to understand the project's scope and the client's expectations. I use a questionnaire and checklist to help document these items when starting a project. It's critical to get constant feedback with ongoing checkpoints/reviews as we build the website. During the midpoint of the project, I want to make sure we're on the right track conveying their message accurately, including imagery, colors, content, navigation, etc. Customers may wish to use different images or add additional pages, etc. We don't want any surprises (on either side) so that we can get sign-off on the final deliverable.
Katie Sparks

Response from Katie Sparks

from the Milton Team

My clients typically come to me with a particular business need: they might be forming a business, they need a contract reviewed, or they want to pursue a trademark registration. After the initial project is complete, I follow up with the client and ask whether they would like to discuss any other legal needs -- even those that seem to be a ways off in terms of urgency. This opportunity to plan for the future health of their business can provide my clients with a roadmap for where they're headed and what they'll need from a legal perspective in order to get there.

Lisa McGuire

Response from Lisa McGuire

from the Milton Team

When clients have been struggling to grow their business they have often tried to fix it themselves (if they only knew what to do!) Once we start working together they are looking for some quick wins. As we continue (whether in coaching or on a strategy project) there are generally some tough decisions to make or work to be done. This is when I pause the process to remind the client just how much progress has been made. I ask them to think back to the time before we started working together and compare it to where we are now. I also ask them to answer the question "How much time would this have taken you if you had tried to do this alone? It is a wise practice to remind the client of the value-add they receive by working with us to give that momentum to carry the project forward.
Stefon Mason

Response from Stefon Mason

Referral Trigger: What evaluation questions do you ask clients at the mid-way point of your work with them?  My mid-way point questions entail evaluating the customer's understanding of the Insurance proposal being presented. Insurance coverages can be somewhat complicated at times; therefore, I evaluate the customer's understanding of what is being presented. This process also serves as a Discovery period.

Madeline Chryst

Response from Madeline Chryst

from the Milton Team

As a roofer at the midway point most questions have already been answered. Typically, at that point the roof has already been torn off and we are beginning the installation of the synthetic felt. At this point, I may ask the customer questions like do they want us to remove the satellite on their roof or I tell them how many sheets of rotted decking they had.

Stacey Brustein

Response from Stacey Brustein

from the Milton Team

As a loan officer the majority of my questions, both to build rapport and get a client an initial approval, are done upfront. I am in constant contact with my clients throughout the process so mid way I ask for anything still needed, see if they have wire instructions for closing, their insurance decided if I don't already have it and most importantly if they have any questions. If they had needed repairs I am also ensuring those are done so I can get a final inspection done. I want them to understand the process they're going through so there are no surprises when they are closing on their purchase or refinance.

Matt Hoffman

Response from Matt Hoffman

For our full-service clients, we have a yearly meeting to ask them about their plans for the upcoming year. During our first meeting, some clients are shocked and say they don't normally think that far in advance. We let them know this is an important part of our management process. The yearly evaluation meeting allows us to stay current with their business plans so we can recommend the ideal technology strategies and solutions. We can also use this information to help them plan their IT budgets to ensure their goals are properly funded.
Jayden Doye

Response from Jayden Doye

from the Sandy Springs Team

After we complete the annual financial statements for a client, it's important to ensure that the statements are presented in a tax-basis. This means we have to make adjustments. One of which is auto expense. If a client uses mileage instead of actual expenses, then I need to know how many business miles that client drove last year. I then take the number of miles and multiply it by the IRS provided mileage rate for that year. Often times, I am surprised that clients do not have the answer to this question. This then leads me to educating them on the IRS requirements on keeping track of business mileage in the event of an audit.

Le'moine Washington

Response from Le'moine Washington

from the Milton Team

A midway point for me would be when we are nearing the end of a discovery. My line of questioning can differ based on each case scenario. However, it is generally centered around the verification that not only my recommended solutions resolves their present pain, but creates margins for growth for the foreseeable future based on how the business will grow. This could include me simply repeating the reason for our meeting, restating the value of the package, and acknowledging my understanding of their pain along with their understanding of the solution. The questions could begin with "To be sure I understand.....", or "...in closing, you would like to be able to....". This eliminates misunderstandings and provides a great experience.

Michelle Risdon

Response from Michelle Risdon

In my hypnotherapy practice, most of the heavy lifting in regards to evaluation is done at the beginning of the process. Clients fill out an in depth questionnaire that we subsequently discuss during a 60 minute intake session. This preliminary work allows me to determine the core issues at the root of my clients problem, and the best course of action for the therapy. From there, I can recalibrate the approach as the therapy unfolds. Hypnotherapy is a very effective and brief therapy, that gets to the root of the issues very quickly. Most clients can expect to start experiencing change or relief within the first few sessions.

Jan Gross

Response from Jan Gross

from the Midtown Team

When onboarding a new client, ideally, I schedule a conversation where I ask open ended questions to gather necessary information/data. I then explain next steps and provide delivery date.

De Andre Lambert

Response from De Andre Lambert

There are a few questions i ask my clients. 1. what was your previous investing experience like 2. What are your expectations of our partnership? 3. How do you feel about the changes/strategies we have employed? This helps me understand what's most important to them, gives them confidence that I care about what's most important to them, and that it is our top priority.
Colleen Hight

Response from Colleen Hight

My midpoint question is a little unusual: I actually get my client feedback at that point. The reason for this is that my clients always love their final product, so it would be easy to get great feedback at the end of our journey together. But my focus is creating a really enjoyable experience for them, and by stopping at the midpoint, right after their newborn or family portrait session, I can get really honest feedback while the experience is fresh in their minds. This significance for my clients is that it demonstrates what I tell them from the beginning: I really want to create an experience where they enjoy the process and the session every bit as much as their images when it's over.
Steven Nelson

Response from Steven Nelson

So I don't typically ask any evaluation questions at the mid-way point of my work with a customer. This will only happen when I discover new information while working on a car. This always needs to be disclosed to the customer because ultimately I work to solve the customer's problem. And solving the problem in some cases entails additional work after our technician takes a deeper dive into the repair. For example, the customer comes in for valve cover oil leak and while repairing the leak the technician see that oil has seeped into the engine cylinders. I would call the customer and advise that it would be in their best interest to replace the spark plugs as part of the repair after we clean up the oil leak. As the spark plugs are now contaminated with oil and may result in an engine misfire in the future. This recommendation is simply to forewarn the customer of possible unwanted outcomes. In 9 out of 10 instances, the customer is appreciative of this new information as it prevents them getting blind sided by a new problem down the road. Again, I always advise to ultimately solve the customer's problem and uphold the repair warranty.
Myles Swaby

Response from Myles Swaby

As a real estate photographer, my photoshoots are typically complete within two hours. During that two hour process, I'll ask my client if they have any specific rooms or angles that they'd like me to capture. This question is extremely important because everyone is different, and I like to ensure that I'm able to satisfy the needs of each of my clients.

Tricia Molloy

Response from Tricia Molloy

As a testimonial writer, my midway point is usually the time that I confirm the review site links with my client. It's typically their Google page, Facebook page, LinkedIn profile and perhaps an industry-specific site like Houzz for interior designers. This way, once their client approves their testimonial, I send them an email asking them to copy and paste their review onto those sites.