How do you measure your client experience? You want to make sure that clients will not just stick with you, but will refer other people to you as well. If you provide great customer service, the people that are taking advantage of your services are going to stick with you and will tell more people about you. That is something that you need to measure because, “If you can’t measure it, you can’t manage it,” as the old saying goes.
What are some ways that you might be able to measure it? We do surveys with our clients to measure the client satisfaction. We ask a series of questions. Also, when clients leave, we will also survey them then. It’s pretty incredible that our clients that have been past clients will give us great suggestions on how we can improve, and we can grade those, and measure those.
The other thing that we do is make sure that clients are doing what they need to do to get the results that they are paying us for. In the personal training sphere, that’s called accountability sessions. I want to make sure that we have 85 to 100 percent of clients coming in every month get their accountability in. We found it was the number one reason that most of our clients left, which I would never have known that if I didn’t do the exit survey. See how all this ties together? It’s pretty cool.
We send out invitations to our clients to come in for their monthly weigh-ins and accountability. When they do that, well we check them off the list. One of my trainers is in charge of the client experience and accountability. He gets compensated and the whole team gets compensated when we hit that goal of 85 percent. Since that’s what clients are coming here for and that’s what they want in terms of the experience, we are measuring that experience and that goal to make sure that we’re satisfying the biggest need of our clients.
If you’re in another line of business, if you’re a dentist, a cosmetic surgeon, you do Botox fillers, and all that good stuff in the med-spa space, find out what’s important to your clients and then measure that.
Doing surveys is just one way of measuring client experience. Just make sure that you are keeping the clients that you have and getting them to refer more clients to you.
I hope that was helpful for you. I invite you again to go to interact with me on a more personal level on Facebook – Tom.Jackobs , and Twitter.
Let’s chat about your business and how I might be able to help you with sales strategy and client experience strategy. I’m not a coach, I do consulting work. It’s usually a short-term thing, and we get it done.
