Imagine this conversation:
Friend: How’s the business doing?
You: Great! I’ve got great clients; they have no complaints.
That might be true, but what if your clients aren’t satisfied and just aren’t saying anything? There may be issues that have clients dissatisfied or even searching for your replacement behind your back.
“Feedback” is a word that scares a lot of people. Even so, it’s a very important tool in building client relationships. You need to ensure the environment is healthy enough that either you or your client can speak up if something isn’t working or expectations aren’t being met.
A very simple way to attain client feedback is with a survey. You can set these up with a service like SurveyMonkey and ask just a few simple questions. They can be scheduled at the end of your coaching package, the end of your class, or semi-annually for 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 the survey, such as a coupon code for an upcoming product, a free checklist, or another tool they will find useful. Sometimes gifts like these provide just enough incentive to get the answers you need.
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.
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.
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 or Mention 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.