Happy clients make healthy businesses.
Do you know if your clients are happy?
Are you sure or just guessing?
It can be so easy to get busy with day-to-day business activities and never stop to put your finger on the pulse of your customer’s experience. Yet understanding what your clients are thinking and feeling about their experience working with you is one of the most powerful marketing and retention tool there is.
Why You Need to Know
Simply put unhappy, unappreciated, or simply unattended clients go elsewhere. Knowing what your customers are thinking and feeling in their own words is the most powerful tool at your disposal. You can use this information to:
- Set yourself apart from the competition
- Refine your marketing strategy and content to speak more directly to your ideal clients
- Serve existing and future clients even better
- Create success stories, testimonials, and social proof of the benefits of working with you
How You Can Find Out
The fastest and most accurate path to find out how your clients feel about working with you is to ask. It is that simple. Schedule time to reach out to existing and past clients and ask them a few simple questions. You don’t need to take up too much of their time, 10-15 minutes is sufficient. I’ve found most people are more than willing to help you out in this way and love to be asked.The best way to find out if your clients are happy is to actually ASK them!Click To Tweet
Ask questions such as:
- What words would you use to describe the experience of working with me?
- How satisfied were you with the work we did together?
- Was there any aspect of our work together that you would’ve liked to have been different/could be improved?
- What surprised you most about the results you received?
- Who do you know that might benefit from creating results like you did? (Ask for referrals, if appropriate.)
Most importantly be genuinely curious and conversational. While you want to elicit information from them, this is not an interrogation. Express your gratitude to them for taking time out of their busy schedule to speak with you.
What To Do With What You Learn
Use the positive feedback and results you hear to your advantage. Incorporate their words into your marketing. Share success stories (with their approval if attributed to them). Use negative feedback as an opportunity to refine and improve for the future. All insights, trends, and input from the voice of your customer are invaluable intelligence you can use to improve yourself and your business.
Touching base with your customers is something worth doing regularly. It will help you to deliver the highest quality work and optimal experience to your ideal clients. You just might find opportunities arising organically from these conversations in ways you never expected.
Client satisfaction is one of 6 key indicators of business health and profit. Get your free freedom and profit business health checklist here.