Profits & Pints Recap — May 2025
- Strategic Business Coaching
- May 30
- 3 min read
Updated: Jul 16
Beyond the Sale: How to Deliver an Experience Clients Never Forget
Watch the Full Workshop Replay
If you missed this month’s Profits & Pints, you’re in luck, we recorded the entire session for you. Learn how to design a customer experience that creates loyalty, generates referrals, and sets your business apart.
Download the Workshop Tools:
Why This Topic Matters
50% of customers leave within the first 100 days, not because your product failed, but because the experience did.
This month, we explored how to make those first 100 days unforgettable (in the right way). Because what happens after the sale is what turns new customers into loyal advocates or lost opportunities.
The 8 Phases of the Customer Experience
We introduced a powerful framework, adapted from Joey Coleman’s Never Lose a Customer Again, that outlines the 8 emotional stages your customers move through:
Assess – They’re evaluating you.
Your job: Build trust and curiosity.
Admit – They’ve made the purchase.
Your job: Reinforce their decision and celebrate.
Affirm – Doubt creeps in.
Your job: Reassure them they made the right choice.
Activate – Their first real experience.
Your job: Deliver a WOW moment.
Acclimate – They learn how to use your service.
Your job: Make it easy, clear, and consistent.
Accomplish – They get the result they wanted.
Your job: Acknowledge and celebrate that success.
Adopt – You become part of their routine.
Your job: Deepen the connection.
Advocate – They share you with others.
Your job: Make it easy to refer and recognize them when they do.
During the session, attendees mapped out their own client journeys using the Beyond the Sale Worksheet, focusing on how to create emotion-driven, memorable moments that build loyalty.
Communication Channels That Make It Personal
To create those emotional “stick points,” we explored six channels that go beyond the generic email blast:
In Person – Welcome meetings, launches, or check-ins
Video – Personal messages, milestone celebrations, “keep the faith” moments
Email – Onboarding guides, updates, education
Mail – Handwritten notes, gifts, client stories
Phone – Thank-you calls, progress check-ins
Presents – Branded items, surprise perks, or free upgrades
The goal isn’t to do all of them, it’s to choose what feels most authentic and effective for you and your clients.
Workshop Exercise: Map Your First 4 Phases
Using the worksheet, participants chose 1–4 of the early phases (Assess → Activate) and reflected on:
What their client is feeling in each phase
What emotional shift they want to create
What medium (email, gift, call, etc.) would feel most personal
What a “WOW moment” could look like in their own business
Example: One attendee realized that sending a welcome video immediately after purchase could completely shift how new clients feel about onboarding.
What Attendees Said
“I realized I spend all my energy getting the sale and very little attention once they sign. This flipped everything for me.”
– Financial Planner, Springfield
“I thought onboarding was a checklist. Now I see it as an emotional journey.”
– Business Owner, Eugene
Key Takeaways
✔ The customer experience after the sale matters more than most business owners realize
✔ The first 100 days determine whether clients stick around or drift away
✔ Loyalty is driven by emotion: trust, excitement, clarity, and connection
✔ Small touches (videos, calls, gifts) create lasting impressions
✔ Building advocacy starts by designing for delight not just delivery
What's Next
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Want Help Mapping Your Client Experience?
If you want to review your customer journey and build out a tailored post-sale experience for your business, book a free strategy session with Samantha at Strategic Business Coaching.
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