Hear it done well, then do it

Focus

Resource 1: Matt shows a $100k client how easy and beneficial it is for them to take their own sales calls, largely by breaking down the simplicity of the sales and marketing process. Resource 2: an example call doing the same thing — showing a client why it's genuinely in their best interest to take their own sales calls. This client was financially constrained and had repeatedly said he wanted a hands-free business, but by the end of the session he was totally up for it.

Outcome

Both sessions highlight the expected KPIs at each stage, which gave the clients a massive amount of comfort and clarity — ones for everybody to learn from.

Focus

How closer placement actually works and how to reframe it with a client who expected a closer to be handed to them.

Focus

The practical operating stack. See the real systems, then work a safe ticket under supervision.

Outcome

You can route a question in Slack, open and read the right Athena client context, recognise ticket status, and complete a safe ticket response.

Key teaching points

• Navigating Slack and the different channels so work actually gets done.
• Navigating Athena for managing clients and your book of business.
• Ticketing is the main view — that is where all client communication happens.
• Working through the full capabilities of ticketing and how to use it properly and efficiently.

Focus

Recognising early risk, keeping clients warm while the right people solve the issue, and proving readiness through one end-to-end scenario.

Outcome

You can recognise risk before it becomes a refund request, choose the right channel and owner, send a credible holding message, and complete a supervised end-to-end decision path.

Key teaching points

• Most difficult moments are expectation problems: surprise costs, scary platform messages, slower-than-imagined timelines or early results. You win by being accurate, visible and early.
• Never let a high-risk ticket sit silent. If you don't know, acknowledge it, say you are confirming with the right person, and give a specific follow-up time.
• Flag early: sudden silence, short replies, repeated "checking in", frustration, refund language, contract/funnel mismatch, wrong product label or any non-routine request.
• A useful escalation includes the client name, one sentence on the blocker, what has been tried, the client's emotional state, and the decision, access or senior support needed.
• Retention comes from visible momentum, education, reliable follow-up and proactive expansion once the client is stable and qualified.