Ep 79: Don’t Ever Outsource These Things
Ep 79: Don’t Ever Outsource These Things
In today’s podcast, we’re going to cover the things that you should never outsource. I always talk about decluttering, I always talk about delegating, but there are some things that honestly, from working and running my own business since I was 21, I know what to keep in the business and what to outsource.
We want to keep the magic in the business, you want to save the magic for yourself. You and your team are what makes the business. You know your mission, your vision, you are the core. There are certain things that you are always going to do better within the business.
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Here are the highlights from this episode:
(02:49) Customer service, client lead conversion, and sales should be kept within the business
(04:00) Getting client retention and loyalty is key
(05:54) Be your business, be your brand and be the magic in it
(06:44) Never outsource your strategy and your digital marketing
Welcome to Dawn of a New Era, a business and marketing podcast with a difference. Ranking in the top 5% globally for people who want to start, scale and grow their own business. Dawn McGruer shares tips to improve marketing, motivation and mindset, as well as her own real life challenges and experiences as an entrepreneur. Guests include some of the world’s most inspiring leaders too. So, if you are an aspiring, established or serial entrepreneur, this is your go-to podcast to fast track results. And rise to meet today’s challenges and master the art of online influence and business success, and avoid common pitfalls along the way. Never miss an episode and subscribe and listen at dawnmcgruer.com.
Welcome to Episode 79 of Dawn of a New Era with myself, Dawn McGruer, strategist and digital marketer. I’m also an author and obviously a podcaster. But digital marketing is at the core of everything I do, and strategy to build businesses and to help them grow and scale. And really every single day, I am helping my clients to maximize their digital marketing efforts to scale and grow their business. At the end of the day, it’s about making profitable, sustainable businesses. And everything I do is about building a pipeline, making sure that each and every client that I work with, isn’t just focusing on the traditional funnel. But every single day, they have an abundance of leads coming into the business, and they have customers converting. And this is so important because one of the things that I always talk about is getting the right team tactics and training into the business.
Now, with all of that, reach has to be a key part of it. So, it’s almost like the trio. Once you’re getting reach and you’re getting leads and you’re getting conversion, these are the processes that literally are the hub of growth. Now in this podcast, we’re going to cover the things never to outsource. Now, I always talk about decluttering. I always talk about delegating, but there are some things that honestly, from working in my own business and running my own business since I was 21, I know what to keep in the business and what to outsource. We want to keep the magic in the business. You want to save the magic for yourself. Now, you and your team are what makes the business. You know your mission, your vision, you are the core. There are certain things that you are always going to do better within the business.
Customer service, client lead conversion, and sales should be kept within the business
Now, I believe things like customer service, client lead conversion, and sales, these are things that literally you’re going to have way more conviction, way more passion for these within the business, because it has meaning. When you start to outsource, it’s not that it’s a bad thing. It’s just that it changes because what makes me tick is, when I get on a discovery call with a client, and I really start to fact find because I know exactly what I do inside out. I know the clients I work with, I know the transformations, there is nobody better than me to jump on a discovery call. And you might be thinking like, “Is that good use of your time?” That is the perfect use of my time because I free up everything else, operationally, and systems and processes. These are things that all running in my business, but when people matter, these are the things I keep in my business.
Getting client retention and loyalty is key
I always say to my team, “The one thing that I want you to spend all your time, all your love and all your passion on is, talking to our clients.” Potential clients that we are nurturing through to becoming our biggest advocates, clients that we are already working with and clients we’ve worked with in the past. Getting client retention and loyalty is key. There is nothing more important in your business than the people who are paying you money. You are there to give them a product or a service and to make their pain, their problem, and their challenge go away and get amazing results. So, when we look at the processes in the business, I don’t want to automate human contact. I want to pick up the phone. I want to speak to people. I want my team to feel energized to do this.
I want them to spend 20 minutes, 30 minutes talking to that person, answering all the questions and loving every minute, because this is a reflection of my brand. So, as much as we are digital marketing business, we have an agency, we have academy and we have a consultancy, I spend time mentoring my clients, that this is where they should spend time and never outsource. Now, the second thing that I don’t ever want you to outsource after clients, is your core competencies. And what I mean here is, is that I often find that clients want to find a quick way of delivering things. They want to kind of take themselves out of maybe the delivery of the product or service, but actually you are the key part of it. You are the core part with the competency of what you’re doing. So, if you outsource this can be quite damaging.
Be your business, be your brand and be the magic in it
You want to make sure that you are showing up in the absolute ways, that you are delighting your customers. You’re exceeding their expectations, and you are absolutely part of it. I see this a lot with agencies. Someone outsources, and then you set up a client meeting, and then you go and meet a junior account manager. It’s not the person you spoke to, and I find that that is really disrespectful. I feel that if you are onboarding a client, and you are working with a client, then you need to be part of that journey. I’m not saying at every touchpoint, but it needs to happen. So, be your business, be your brand and be the magic in it. And this is the difference here, because there are certain things you can outsource, and this could be other tasks that you don’t love. Things that are more process orientated.
Never outsource your strategy and your digital marketing
I feel that customers are the hub. Everything should be customer centric. They are the heart of every business. They’re the people that you need to spend time with. You need to nurture, and only people in your business can do this. Now, not to say that you can’t have people in your team, like you hire an outsource like VAs, but these people have to be retained. These people have to be part of that cohesive unit. And it has to feel like they’re an extension of the business. Now that is fine. Now, the last one, and this is my biggest one here, is that number three, you must never outsource your strategy and your digital marketing. Now I call myself a strategist, but people don’t outsource their strategy to me. They come to me to tell me what they want to achieve.
I help them with the specifics of the exact tactics and actions of how to do it. They already know their strategy. They know where they want to be. They know their mission, their vision, they know their objectives. They know what it is that they want to do, how much they want to earn. They know what financial freedom they want, what certainty number they want. They know the flexibility in their life they want, or the freedom. They know the outcome. I am there to help that strategy come into fruition. Okay. I’m there to help build exactly what they’re going to do, when they’re going to do it, how they’re going to do it in the fastest possible way to get the best results. And this is what I spend my time doing, helping my clients spend less time and effort on their marketing. And that is my magic. Okay.
I couldn’t ever outsource that. It’s always me, always me who works with my clients. I never ever get a member of my team involved in that, other than being part of the meeting to manage some of the processes. But it’s coming from the heart. It’s the whole reason that clients come to me. So, this is something that I feel very passionate about. And this comes into your digital marketing. It could be your marketing strategy, your business strategy. Any strategy, that has to be the core, map it out, understand what your objectives are, what you want to achieve. And then, get help from somebody, work with somebody, get a mentor, get a coach, get someone who’s going to help you on the strategy. Those are the things that help you grow. And this is exactly what I’ve outsourced in my business.
Since I started my business at 21, I’ve spent hundreds of thousands of pounds on coaches to do that exact thing, to help me. I knew what my vision was. I knew what my mission was and I needed to know exactly how do I get there in the fastest possible time with the least stress, with the least sort of money output, but that’s going to save me time and energetically, it’s going to be building the business that I authentically want. And that’s what I stand for in my own business. So, this episode is just to recap, don’t ever outsource these things. Number one, clients, they’re the hub of your business. Anything to do with the client and the process, spend the time, regardless whether they are a suspect, a prospect, a customer, somebody who is a past customer, these are the value. These are the people that you need to show up for. And just remember, are the core of the success of your business.
Number two, core competencies. Anything that is why your business exists, anything that’s going to be central to the growth of your business, that could be damaging to your brand if you didn’t do it. You need to be the heart of it. You need to be showing up and being part of that journey. And then, number three is obviously the strategy, and knowing in your heart, exactly what it is you want to achieve. No one else can design your life. No one else can design your role, your business, your goals and dreams. These are for you to know, and to really spend some time and understand. And only then can you get somebody to help you with the specifics, the nitty gritty, what you want to do.
You can hire someone to help you achieve that. So, I hope you enjoyed this week’s episode and don’t forget, you can find me on all the normal social media channels. And there is only one Dawn McGruer, so you know I’m the right person. And I would love to hear about your journey and any tips that you’ve taken, maybe from my podcasts, that you’ve implemented. So, come and tell me about what you are doing right now. And again, I love to hear any other tips that you’ve got. You can also ask me questions that you would like me to cover in the podcast. So if there’s a topic, a thing, a challenge, a pitfall you want me to address, then just pop it in the chat, DM me on any of the social channels, and I will gladly cover it in the coming episodes. Take care and speak soon.
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Speaker. Author. Podcaster. Strategist.
Multi-award-winning speaker, strategist & best-selling author of Dynamic Digital Marketing - Helping to inspire entrepreneurs to rise to meet today’s challenges and be powerfully present to shine online.
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