The 'Unknown Needs' That Create Loyal Clients

There are three levels of client service:

1. Meeting expectations (basic)

2. Meeting desires (good)

3. Meeting unrecognized needs (great)

Most agencies live in level 1-2. But the real magic happens at level 3.

Example: At Scorpion, we didn't just do marketing for lawyers. We taught them how successful law firms operated. How to do intake. How to scale. Things they didn't even know to ask for.

Result? We became more than a vendor. We became a trusted advisor.

The question isn't "what do clients want?"

It's "what do they need that they don't even know to ask for?"

That's where loyalty lives.

CQ

P.S. h/t to Chip Conley, who taught me this model.