Over and over again, I hear business owners talk about client happiness, but what do they actually do? What do they plan (and execute on) to ensure that every customer not only feels they are getting value from the business, but also feels heard? What are they doing to give clients a chance to give valuable feedback, so the business can serve them in an even higher capacity, and deliver even greater value in the eyes of the customer?
For many, they just talk a good game.
For others, they try some techniques, but never really hone-in on what matters.
I’ve previously built up a seven-figure business and successfully sold it. To repeat that success, as I’ve developed this newest business, I have been adamant in our core values and mission that every business owner we help creates an amplification to help dozens more. Why? Because every happy, successful business owner that we help succeed is able to run a stronger, more profitable business. That profitability allows the business owner to do more in their personal life and create amazing opportunities for their family. That stable, profitable business also allows the owner to hire more great people, giving their staff better-paying jobs in which, they thrive and grow. This means the families of each staff member will also benefit from their mother or father having a more substantial, stable job. And finally, the thriving company will be able to help even more clients, which then allows the clients to move forward with their lives, which in turn benefits their families. In this way, every person we help amplifies our reach!
So, in the quest to help each client, we want to ensure that we listen to their needs, learn what they want, and create happiness.
Client Happiness Coordinator
Client Happiness Coordinator? What’s that? That sounds cool! Do I need one? How do I get one?
Wait! What? What does that person do all day?
People love the name, but then realize they are not sure what that person does. The beauty is that the job description is all up to you! Typically, the job description includes several of the following activities:
• Client reach-out calls
• Client surveys
• Gather client testimonials
• Obtain market research from clients on what else they want
• Provide suggestions on how we can help our clients in new ways
Actually, the list is endless! Each activity is customer-focused, and there are endless potential activities. The key is to dream big, and when you bring a person on, start small and hone their skills at one activity. Then go on to the next task to add to their duties.
When is it Time to Hire a Client Happiness Coordinator?
So, when is the right time to add a client happiness coordinator to your team?
We all know that customer service is key to the longevity and success of our businesses, but have you ever considered bringing on an employee whose primary job is to seek out and create client happiness? That is a lot of outlay of cash for happiness. Scary right? That is until you really think through the amazing benefits!
I have known since day one I wanted to have a Client Happiness Coordinator but knew it would take time until I could bring in someone, even just 10 hours a week. Someone who would be completely focused on reaching out and engaging my clients, former clients, and individuals. As you grow your business, you need to consider your revenue, the numbers of customers you have, and your plan for business development. One of the most telling signs is when you have grown to the level that you are no longer able to do the client engagement yourself.
Here are some elements that I included in my Client Happiness Coordinator job description to help define the many hats this person will wear and how long it would take them each week.
o Call clients two weeks after onboarding
o Send Client Happiness Surveys asking what else we can do to help
o Call clients periodically to ask how they are doing
- Ask for feedback
- Send special workbooks based on what they are dealing with
- Give feedback to the team
o Wrap-up survey and phone call
o Organize new campaigns each quarter to encourage engagement
o Send cards/ gifts/ tidbits and other fun interactive items to engage our clients using our Send Out Cards Account
o Gather Testimonials
o Provide a monthly report on actions taken, feedback received and suggestions on how to improve our services
Once you start brainstorming, it isn’t hard to come up with another 15 items that can help create not only client happiness, but also create team happiness!! This list will also help you start mapping out how many hours you will need a person. How much could they get done in 10 hours a week? How much could they get done in 15 hours a week? What if you had the person create systems for each thing they do and refine it every two weeks before adding another task? This could allow someone to spend 10 hours a week learning and building and executing a system for a few weeks, and then once the system was built, they might only need 2 hours a week on that task. That leaves 8 hours of extra time to start building a system for the next task. Once that one is well structured and running smoothly, it will take half the time to keep it going, and that frees the person up to go to the next task.
The point being, bring someone on. Don’t worry about it being perfect, because what I know above all else is as with anything, you fail your way to success and will learn as you go. You’ll find what works, and more importantly, you’ll find what doesn’t work and make adjustments to engage, learn, and create. Ultimately, you will bring the biggest return on investment of time and energy. If 10 or 15 hours a week sounds like too much, consider starting with 5 hours a week.
Listen. Learn. Create Happiness.
I recently had an experience with a marketing vendor where I wish they would have had a client happiness coordinator to reach out to me and ask how they can make my experience better. I have several bits of feedback that I think would be valuable for them to hear, and likely would have created a more profitable experience for them and for me. Unfortunately, they lost that golden opportunity to make their business better.
Remember, a key to success is client happiness. So listen, learn, and create happiness!!
Commit to taking steps to listen more and learn what your customers like, don’t like and what they want more of. Then build better goods and services to create client happiness.