How You’re Losing Clients Seconds After They Hit the Buy Button

Mere seconds after they buy your program, you could already be losing your customers! For many online entrepreneurs, the thank-you page is the first place we begin to ignore our customers. As someone who helps clients design programs every day, I see the gap between the checkout-page Submit button and the Welcome video almost every day. Don’t lose one more customer’s attention before they’ve even started your program – or worse, don't make them feel like they are just a transaction! In this episode, I’m going to give you my top 3 tips for getting intentional with your thank-you page, and show the massive impact it can have on how successful your customers will be!

Episode Transcript

Andrea Ames (00:00):
What many online entrepreneurs don't realize is
that mere seconds after buyingyour program, you could already
be losing your customers.
For many of us, the thank youpage is the first place we begin
to ignore them.
We don't go out of our way toignore our customers, but when
we're not intentional, that'swhat happens.

(00:21):
When you created your funnel,you probably focused most on
your sales and checkout pages.
And when you created yourprogram, your content was king.
As someone who helps clientsdesign programs every day.
And after spending manythousands in programs myself
always in evaluate theexperience mode because, well, I

(00:43):
can't help myself, I see the gapbetween the checkout-page submit
button and the welcome videoalmost every time.
In this episode, I'm going togive you my top three tips for
getting intentional with yourthank you page and show you the
massive impact it can have onhow successful your customers

(01:03):
will be.
Don't lose one more customer'sattention before they've even
started your program.
Or worse.
Make them feel like they arejust a transaction.
And I'm going to share a thankyou page technique that not only
benefits your customer, but isalso a business booster for you.
So make sure you stay till theend of the episode for that.

(01:25):
Now let's jump in.
Did you know that it costs up to15 times more to acquire a new
customer than it does to retainan existing one?
So why are entrepreneurs overlyobsessed with getting new people
when increasing retention inyour online group program is so
much more profitable?
Imagine waking up in themorning, not worried about where
your next clients are going tocome from because the awesome

(01:48):
ones you already have don'tleave.
Welcome to the forever clientwith Andrea Ames.
Welcome to episode number one ofthe forever client.
I'm Andrea Ames, customersuccess, coach and retention
strategist to the stars.
And I'm excited to be sharingthis new podcast with you.
Whoo hoo! Imagine buyingsomething in a brick and mortar

(02:11):
store where a sales person takesyour money, puts a receipt on
the counter, and disappearswithout a word.
Not even saying thank you.
You probably wouldn't feel veryappreciated.
This is the in-person experienceI see played out so often in the
online sales process.
I buy something.

(02:31):
I get a thank you page with areceipt on it.
It might say, thank you.
Then it's up to me to figure outwhat to do next.
Your thank you page is the firstopportunity to ignore or engage
your customer.
And I know you want to engagethem.
So let's get to those tips forgetting intentional with your
thank you page.

(02:52):
First tip for gettingintentional with your thank you

page (02:55):
Congratulate them.
Tell them why this was anamazing decision for them.
Remind them that they've takenthe first step toward your
program promise.
For example.
On my buyers to bestiesworkshop.
Thank you page.
You'll see.
Congrats.
You're in for buyers to besties.

(03:15):
You're now one step closer tocreating a wow experience that
hooks your clients into yourprogram from day one.
Buyer's remorse can kick inpretty quickly when we're
unsure, reinforce right away,why they made the right decision
to join your program.
Tip number two to design anintentional thank you page.

(03:36):
Give them something to do.
Immediately.
You've got their attention.
In fact, you might never havetheir attention quite this fully
again.
Leverage that attention to getthem into action and get their
momentum going.
Give them three things to do andno more than three things.

(03:57):
Prioritize and give them themost important things.
Like maybe you want them to lookfor read and take actions in
some emails that are going tocome to them.
Like your confirmation email, ora portal login, email.
Maybe you want them to log intothe portal directly from your
thank you page, or maybe youwant them to join your

(04:18):
asynchronous community.
On my besties workshop page, Iasked my new customers to watch
a quick video and let me knowwhat they're most excited about
for the workshop.
Select the day in time they wantto attend the live workshop.
And look for my congratulationsemail, just three things.
And that video and thescheduling widget are both

(04:42):
embedded right in the thank youpage.
Third tip for your intentionallyengaging.
Thank you page.
Give them a safety net.
Put the three actions on thethank you page.
And provide all the informationand actions on that page in the
confirmation email as well.
Then tell them on the thank youpage.

(05:03):
That everything will also be inthe email.
You've got their back.
Back to my besties.
Thank you page.
Just before the three actions Iasked them to take, I say, Be
sure to read this whole page foryour next steps.
Don't worry if you can't do itall here and now you'll get all
of these links and instructionsin the congratulations.

(05:24):
Email that I am sending.
I've got their back.
I really hate it when I'm on myphone.
I see something cool.
in a Facebook ad.
I go by it.
And then I see a whole bunch ofstuff I'm supposed to do on the
thank you page.
From my phone.
I want to go back to my computerto do all the things, but I get

(05:44):
really anxious that I'm nevergoing to have the opportunity
again.
I might never find that pageagain.
Save your customers thatanxiety.
So add these engaging designtouches to your thank you page.
As soon as possible so that yourvery next customer feels

(06:05):
appreciated and supported andgets into action right away.
And I want to give you thatbusiness boosting thank you.
Page technique.
I mentioned earlier in just aminute.
First here's a quick recap ofyour engaging.
Thank you.
Page tips.
Number one, congratulate them.
Number two.

(06:25):
Get them into action right awayand give them three actions to
take.
But no more than three.
And number three, provide theemail safety net and be sure to
tell them on your thank you pageto show them that you've got
their back.
Your thank you page is the firststep of your programs, customer

(06:46):
onboarding experience, butonboarding goes way beyond the
thank you page.
In fact, I have a tool I callthe outstanding onboarding
checklist.
That has four key areas to focuson to improve your customer
onboarding.
The thank you page is just oneof those areas.
The checklist, which is part ofthe framework I use with my

(07:08):
one-on-one consulting andcoaching clients covers all the
areas you'll want to consider.
To take your customers from thethank you page.
All the way to their first quickresult.
I really want you to downloadit.
Because so many business ownersget stuck in the day to day.
And end up ignoring retentionfor years.

(07:32):
I don't want you to be one ofthose people who looks back in
three to five years.
Only to count the customers youlost and the money you left on
the table.
All while working so much harderthan you needed to.
Grab it right now.
The forever client.com/onboard.
It's my outstanding onboardingchecklist.

(07:54):
By the way, if you're driving,you can find the link in the
show notes, but if you can go tothis URL right now, The forever
client.com/onboard.
If you sell online programs.
Here's something to add to yourthank you page.
As soon as you possibly can.

(08:14):
All of the tips in today'sepisode are focused on getting
your customer momentum.
And letting them know thatyou've got their back and that's
great.
Now let's talk about what youand your business can get out of
your thank you page.
One of the three actions Ialways recommend for a thank you
page.

(08:34):
Is to include a link to a veryshort intake questionnaire.
Don't put that off into yourconfirmation email or until
they've logged into your contentplatform.
From a link right on your thankyou page.
They answer three quickquestions and they're on their
way.
Ask the right questions.
And you get insights about whatyour new folks want from your

(08:56):
program.
You can also get them to tellyou why they joined and what the
impact will be on their life.
Their business.
Whatever your program is about.
When they achieved thetransformation, your program
promises.
Not only is all of this supervaluable input to your program
design.
But the why?
And the impact is priceless.

(09:18):
Social proof.
Share it as part of your programpromotion.
And others who relate to thoseideas.
Are more likely to jump onboard.
I cover this tip and much morein my outstanding onboarding
checklist, which you [e-mail].
Slash onboard.