Wow Your Clients Now With Client Satisfaction

Last month, we discussed how conflict is a sign that something greater wants to happen. One way to reduce conflict and increase productivity is to have everyone focus on a common goal: the client experience. Many of us long to WOW the people we serve, but how do we do so when faced with many distractions?  

First, let's discuss how to BE with the people you serve:

• L – Listen through the ears & eyes of the Client. 
• E – Express empathy & understanding for the way they see things even if you disagree.
• A – Apologize and take full responsibility for your part.
• R – Respond proactively with something that will provide them happiness.
• N – Notify & follow up on the next steps with the Client. Even if you're not doing the next step, follow up with the client to ensure the next step was done.

As your organization grows, consider also aligning the Client Wow experience with all levels of the Client Lifecycle: 

Awareness - How are the people you serve aware of who you are and the value you bring to Executive Meetings and networking? How does your brand focus on the outcomes your IDEAL Client wants? For those of you in B2B, what is essential for your client’s client to experience? 

Consideration - This is where you need to stand out in the sales process. How can you differentiate yourself so that your name/ company is the first that comes to mind when an opportunity arises? Your value proposition, the decisions your customers want to make with you, and strategy sessions can all contribute to this. 

Purchase - What does your customer see, feel, and experience during the purchase or engagement process, e.g., Strategy sessions, status meetings, etc.? 

Loyalty - How much can you anticipate what your customers want before they even ask? How can you reward current loyalty behaviors? You want to attract and retain those who: 

• Consistently pay or deliver work products on or ahead of time. 
• Spend over the average amount of your typical customer spend or go over and beyond. 
• Customers who refer others or look at things from the perspective of internal or external customers.  
• Purchase additional items beyond typical core offerings (e.g., gift certificates) or internally support more robust success measures. 
• Repeat customers who have purchased your product/services for a significant amount of time or those who consistently have your back. 

Advocacy - The holy grail for most businesses—is not just about asking for a referral or someone within your organization to deliver a message on your behalf. It's about knowing when to ask, especially when it's a high point within the client experience, which feeds right back to Awareness.  

Comment with your thoughts; feel free to reach out if you want to deepen your Client WOW experience or increase loyalty or advocacy. You can also read Chapter 4: Super Leadership. You can read more about the Customer Life Cycle on pages 120-130 in Every Day Is Friday: ACTT Blueprint For Leaders & Entrepreneurs.