How do you handle the twilight zone between when a client buys your stuff and you actually start delivering it?Why the time between purchase and delivery is the twilight zoneDifferent twilight zones for different productsExplaining the onboarding processGiving buyers something to do while they wait for what they orderedSetting expectationsHelping clients trust the processEnvisioning what you want the client experience to beWhat happens in more high-touch sales scenariosHow much contact you need when you’re billing by the hourKeeping clients engagedQuotable Quotes“You’re treating that book like a product, like a service, like part of your business. It’s not something that’s separate.” –RM“Even though I’m not winging it, I want it to feel like I’m not winging it.” –JS“For somebody to see that you’ve laid some breadcrumbs… it’s reinforcing. It builds confidence.” –RM“In a coaching situation, the person who’s being coached really does have to do all the heavy lifting.” –JS

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