Client stories

A $350K ongoing project, off a warm lead.

Laura Z.Customer service and experience consultant, contact centersCustomer experience and contact center

Landed a $350,000 ongoing annual project off a warm lead in her first few months after launching.

Laura Z. is a customer service and experience consultant who specializes in contact center transformation. She came to Carla weighing a coaching program, and wanting to make a whole lot of money in corporate. During the market research phase she reached out to her old boss, who was between companies, and followed up in January. What came back was a long term project to launch a new contact center and oversee it. She quoted a rate people told her was insane, and nobody batted an eye.

The interview

Carla Cherry with Laura Z..

Carla

I'm here with Power Offer Consultants talking with Laura Z.

She is a customer service and experience consultant who specializes in contact center transformation. Welcome, Laura.

Laura

Hello. Thank you.

Carla

Hey. So I just wanted to, we're gonna just do a quick testimonial. We just finished the program. Now you're in the ongoing program, and I wanted to share with everybody your big win. So what was your biggest win straight out of the gate?

Laura

Well, I just landed a 350K ongoing project annually, about 350K of revenue. And it came from a warm lead that I worked with during a market research, the market research phase.

Carla

Yes. So I wanna share with everybody. I tell everybody that, we have 4 phases, and then the second phase is the market research and, validation phase. And what happens there is we are getting intel back from the market to polish up the offers we created. We're getting intel back from the market to polish up your positioning. But it is also a soft sell method. And we give frameworks to people that help them to close a warm lead. And so most people coming from corporate have no idea how to close a warm lead.

And so it's a problem because they'll just be sending proposals, sending in inboxes, and then they're just doing check-in calls ... or they don't even know how to get to a proposal. So I really want you to share your experience because this is a huge, huge contract and a huge deal. And so go, yeah, go ahead and share with us your experience.

Laura

Yeah. So during the market research phase, I reached out to some people I used to work with, including, my old boss from a previous company. And I happened to catch her at a time where she had already left, her previous company, and she had a break before she went to her new one. So she had ample time to talk to me. And so just I got in at the right window where I had her undivided attention.

And then, I told her I said, hey. Well, would you be interested in having me come back to you, in a little bit to tell you about the offer that I put together? And she said, yeah. Come back to me at the, after the beginning of the year when I'm at my new company, and I'll know, I'll have a better idea of what I'm in charge of then. So I followed up with her in January, a few times, and I knew it might have to be a few times because she is not always, doesn't always respond right away.

Carla

And this is after you did the interview that we coached you through.

Laura

Exactly.

Carla

Okay.

Laura

Exactly. Yep. And so I followed up a few times. And then last month, she reached out and she called me and said, hey. I actually have something that I think you'll be interested in. ... It's a long term project to, launch a new contact center and then have ongoing oversight for it.

So, and then, after the initial contact center is put together, then it's in the, then we'll be putting in all the right AI tools and processes based on what the contact center needs. So it's great because it gives me that stable foundation and, which is what I wanted. And, now I don't have to scramble as far as figuring out how do I build it to get to where I wanna be because I'm way beyond where I wanted to be anyway. ... This just exceeds all my expectations as far as how I thought the first few months would go after I launched.

Carla

So I just wanna take, I wanna kinda take it back. Okay? So you came in. When you came in, you came to me, and you said I have 2 different things that I'm thinking about doing. One is this coaching program, and I was like, hey. What are you planning on charging? And I don't think you're gonna make enough money doing that. And then you said to me, well, I actually really wanna make a whole lot of money, and I wanna do it through, I wanna do it in corporate, but I have no idea how I'm gonna do that. So can you just kinda explain to everybody what the benefits are, were for you going through phase 1 and helping you put those offers together? And then the confidence that it gave you when you went into the soft sell methodology that we taught you to get her on the call and how to lead that interview.

Laura

Yeah. So I, yeah. It was great because when we had to do all the homework to put down, to document what accomplishments we've made and what, we, what our value proposition was and what problems we solved and turn those into offers. It gave me a lot of confidence as far as, oh, this is what I solve. I actually had something to speak to. No one had really ever taught me that as far as how to speak to a problem if I was selling something, not in this way anyway. In a way that made sense.

And so, and I was able to take everything that I built, all that coaching methodology and roll it in. So now it's in there, and that's actually what makes me stand out because I'm not like every other person. So, one, I have a much more unique value proposition, but, also, I've been told by a lot of people in the industry that I've talked to a lot of leaders, hey. You actually have a real program. You're not just a tech referral program like a lot of CX consultants are. And that shows that you really have this as a passion too. It's not just something you're doing. And then, a few months later, we see, oh, now you're back in corporate.

Carla

And so you put all that together. You package that all up, and then you reach out to an old employer. And what was the difference there, that, having done all that work versus just going off and doing that without the work that we did together?

Laura

I had real questions to ask that gave me really good data as far as how, what would I put together? What would that look like? And it made me feel like I had a purpose, a more executive level purpose to the call. Whereas before, I had gotten referred to a couple of people who were leaders or executives and it didn't go anywhere because I didn't really have the right presence. I hadn't done any of the work. And so it didn't, yeah, it just, your typical, oh yeah, thanks. Send me a proposal. You never hear from them again. Still, I know that I came in with a different energy and a different authority level that I didn't have previously when we worked together.

Carla

Yeah. So you had that presence. You weren't scared. ... the audit and having the offer in your back pocket though, I'm sure was very helpful in terms of the confidence level that you've went in with authority. Most people coming from corporate, they don't have that authority in those calls, right? They go in and they're coming from a resume mode, like I'm a down here mode and they're up there and versus, oh no, I'm an expert. I'm coming in to solve these problems. So and then what happened? So how did you feel when she put that across her desk and said, I'd like to offer you a 350K offer? What was, what happened?

Laura

It was amazing because we actually didn't even, she didn't even say what, how much, because basically she just said, let us know what your rate is, whatever. And so I quoted something insanely high. I did my market research. And I did a little bit of math.

I found out what a colleague had done on our previous program back in 2019.

I did the math, and then I, accounted for inflation with that, but then I added my own premiums on top of that.

Carla

Margins.

Laura

Yeah. People were like, Laura, that's insane. You can't be asking that much. And I had people actually tell me, you should go back and change it.

You should tell them you just want the deal. And then you don't want to lose it. And I'm like, no. And none of these people are making what I'm going to be making on this project now. Why would I listen to somebody who's not making what I want to make? So I said no.

And they came back, and nobody even batted an eye at it.

Carla

Wow.

Laura

Yeah. And they just approved it. I'm like, you gotta be kidding me. So if I had not done that, I would still be playing small. I'm like, guys, I didn't do all this work, all this energetic work, all this abundance manifestation, and all of this, in, all of this work here in this program to make no money.

Carla

... So how does that feel? How does that feel putting a number that, that's so big that's even a little uncomfortable for you and then getting it? How does that feel?

Laura

It was amazing. I think I gave it on Thursday, and I didn't hear until the following Tuesday. So I was so uncomfortable all weekend because, one, I wanted to make sure I was gonna get it. And I'm like, I hope, yeah, I didn't think this would happen, but I was afraid, oh, no. What if they just say, sorry. You're too expensive. We'll just do it in house.

And I was like, oh my god. And, but I'm like, well, that's what I asked for. The worst they can do is most likely is probably just come back with a lower number. And they didn't.

Carla

And just lastly, what's possible now? What's possible for you with this?

Laura

Oh, well, so many things. One, I'm sleeping better again, for the first time in, since I left corporate.

But also, because it will pay me so much as a stable, long term, full time engagement, I don't have to scramble. I have full creative control over where the business goes at this point.

And so, and I've been just in this contracted, I've gotta make it happen mode for so long because I had to. I had no other choice. ... But now I was like, oh, I now have the luxury of being able to relax ... and to say, okay. You know what? I can take a breath. I can take a month and just get settled in. ... And then I can figure out, I don't have to be constantly following up everywhere, doing all the things to try to figure out who, and so because of that, because I have this full ... oh, I'm completely taken care of, I have zero issue now.

I think I had a market research call that didn't, it just ended up not being the right fit last week. And I really didn't even care. Whereas before this thing closed, I just was like, I would have been really like, oh, what should I have done differently? And now I'm like, I don't really care. ...

Carla

Well, I'm just so happy for you. I'm so happy for you, and thank you so much for sharing. I've gotta talk to this next call, but I am so happy for you. Congratulations.

Really, yeah, you really, you put in the work, you put in the perseverance, and you went for it 100% full tilt, and I couldn't be happier for you. Thank you so much for sharing.

Laura

Thank you.

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