The best way to make sure your client is happy is to ask them. Every business should be gathering feedback from their clients. A really good way to do this is to ask for a testimonial at the end of every experience with your company.
You can do this in a variety of ways. It can be gotten in writing or maybe even in video format. Video is my favorite because it is so powerful to see and hear people talking about how fantastic your company is rather than reading words. This can be difficult to get as some people are just too shy and don’t want to be on camera in which case a written testimonial will suffice.
There are two reasons why getting a testimonial are so important. One is you will have social proof that your company is a rock star and that your clients are happy with your products or services. The other is you will definitely know if you are doing everything right for your clients and more importantly what you are doing wrong.
Why is knowing the wrong more important?
Because then you can fix it. You can’t fix what you don’t know is broken right?
Too many businesses just assume that they are delivery what their clients want and don’t ask them. Getting a testimonial is also very powerful for your Team or Staff as well. If your Team members know that they are expected to gather a testimonial from each and every client asking how their experience was don’t you think they are going to be very focused on taking extraordinary care of their clients so they gat a raving review?
This is also very powerful for your clients especially if you and your Team let them know at the beginning of your relationship with them that you will wow them with an exceptional experience as you plan on getting an outstanding testimonial from them at the end. This is a great way to set the tone for the client right in the beginning letting them know that you plan to wow them. It also let’s them know that you care and that they are not just money going into your bank account. Their feelings matter to you as the owner and that is how you make a connection.
Once you gather these testimonials you need to read each and every one of them. If there are improvements to be made do them immediately. If you and your Team are doing certain things that your clients love then do more of them.
Trust me this will set you apart from the majority of businesses today. Think about it. How many times have you been asked by a business that you just gave your money to if you had an extraordinary experience with them? I’ll bet not too many. Most businesses are afraid to ask because the answer might me I’m not happy. How powerful is that to know? It may be more important than knowing what you are doing right. Because you can be doing 5 things right and doing just 1 wrong thing may be what’s turning your clients away.
I would be willing to bet that some of the answers that you get will shock you. You have to remember that you are not your client and what may be important to you they may not really care about. But what you will also find out is the little details that really do matter to them.
It’s important to not create work for your clients in this process. Make this an easy thing for them to do. Have a written set of questions for them to answer with an area at the bottom of your form for them to just share any thoughts with you that they would like to.
Here are a few examples of some questions to ask when gathering testimonials:
- What product or service did you buy from Xyz Company?
- Would you do business with Xyz Company again?
- How did you hear about us?
- What were one or two important benefits that you got from Xyz Company?
- How could we have made your experience with our company any better?
- Will you recommend our product or services to others?
- Anything else you would like to share about your experience with Xyz Company?
These are just few examples but I think you get the idea. You want to also have an opening sentence or two explaining why their feedback is important as well as a thank you statement at the end.
The little details that you will derive from these testimonials will help you create the most amazing experience yet for your clients.
This is so important for us to be able to make a real connection with our clients especially in restoration work. We deal with our clients at a very emotional and difficult time in thier lives. They have never needed our understanding, compassion and to know that we care about them then right now.
And that is where the magic happens.
In the little details that make your client feel special, taken care of and like they matter to you. You can give them hope that things will be normal again soon. These details may be something that you would never think of on your own and you wouldn’t know if you didn’t ask.
And the not knowing could be the difference between your success and your failure to give your clients a WOW! experience.