If you don’t hear any complaints from your clients, you might assume that they are satisfied with your service or product. But are they really satisfied or just non-confrontational and looking for another coach/service provider behind your back?
It's important to know the answer and that can only come from your client. The easiest way to get client feedback is via a survey. You can set these up with a service like Google Forms, Typeform, or SurveyMonkey and ask a few simple questions. They can be scheduled at the end of your coaching package, the end of your class, or semi-annually to your current clients.
One common complaint is that clients don’t take the time to look at the survey or answer the questions. If you want to avoid this scenario, offer a free gift for taking it, such as a coupon code for an upcoming product or a free checklist or other tool they will find useful. Sometimes gifts like these provide just enough incentive to get the answers you need. It's always helpful to inform them that you'll be sending one their way.
To make your survey even easier, simply ask for a customer satisfaction score, such as 5 stars. This can be done via SurveyMonkey, email, or even a Facebook Messenger chatbot. If anyone gives a low score, you can follow up with a personal phone call or email to get clarification of what happened or include questions asking them to elaborate on the score they assign.
If you want to avoid the whole survey process altogether, simply ask your client at the end of their session package or class if they are satisfied with the results. Ask if there was anything missing that would have helped them during the process. If they are happy, always ask for referrals.
What If My Client Blasts Me with Negative Feedback?
It’s bound to happen at some point that you and a particular client just don’t mesh for any number of reasons. When you ask for feedback – which can be a simple question of “Why don’t you want to continue your sessions?” – you probably won’t like what they have to say. However, it’s important to listen objectively and not take the negative feedback personally. Think back to your interactions objectively; is there any validity to their complaints? If so, make note of those complaints and work immediately to resolve those with other clients.
If your unhappy client turns to social media to blast you, remain calm when crafting your response. Yes, you should respond to unhappy clients so it shows anyone who’s reading that you’re receptive to resolving the issue. But take the high road and don’t resort to name-calling or throwing insults, no matter how tempting. Showing a calm demeanor online can build up your professional image and credibility. Most sites have a small number of less-than-perfect reviews, which can add credibility because most companies do not have 100% satisfied clients despite that being a goal.
Monitoring your social media should be a daily practice so you can catch any kind of negative talk right away. Your virtual assistant can monitor your profiles and can set up Google Alerts, Mention, or SocialMention so you’ll know when people are talking about you online. Lots of positive shout outs occur on social media so keep an eye out for those mentions, too. Don’t be afraid to share the positive feedback you receive either on social media or as testimonials on your website.
Avoid Negative Feedback by Creating a Plan
One way to prevent poor client satisfaction results is to create a plan of action. A personalized client satisfaction plan spells out all the steps you’ll take (or your client care specialist) to assist the client and make their experience easy and worry-free. Never heard of a client satisfaction plan? My newest home study class is all about this topic. “How to Create Your Own Personalized Client Service Experience Plan” walks you through four lessons that will help you create a unique experience for every client. Once you have a plan set in place, simply follow the steps for each of your clients. [INSERT PURCHASE LINK HERE]