Why you should always follow up on client feedback

We’ve written a lot about the importance of client feedback for identifying ways to improve your business processes and uncover competitive advantage. But this post isn’t about you. It’s about your clients and how they feel voicing their opinions about your business.

How you respond to client feedback–both good and bad–says a lot about you and your business. And your clients definitely notice. Here’s why it matters:

Improved client experience

You hear a lot about using client feedback to make changes in your business that improve the overall experience for them. But don’t forget that how you respond to feedback is part of the experience.

When your clients voice an opinion about your business, they want to be listened to. And the easiest way to make them feel like they’re being heard is to respond to them, quickly.  

Always thank your clients for their feedback, even when it’s negative. Be polite and let them know that you take all feedback seriously. Most importantly, don’t wait too long to follow-up with your clients. It shows that you’re actively listening.

Unhappy clients turned happy brand ambassadors

Ideally most of the feedback you’re hearing is positive, but every business owner is eventually confronted with a very unhappy client. Some of these clients will be inconsolable and you’ll end up losing them forever, but others can be saved.

Staying calm and polite when a client is screaming at you (it happens) is probably the hardest part of customer service, especially when it’s unjustified. But stay polite you must. Even if the client leaves your business, your civil interaction will reflect well on you.

But hopefully your politeness and patience allows you to diffuse a negative situation and turn it into a positive one. If you can help your client solve whatever the problem is, they may change their opinion about your business. These clients are important. They’re the ones who will spread the word about how responsive and wonderful you are. And that means more business for you.

Increased retention and growth

Happy clients are loyal clients. They’ll keep coming back to your business again and again to try new classes and revisit their favorites. They’ll also recommend you to their friends and write positive reviews. When you foster happy clients, you’re creating a powerful marketing machine.

The happier a client is, the more invested they’ll feel in the success of your business. Which means they’ll continue to have opinions. Keep listening and responding, and you’ll find that your business is starting to feel more like a shared community.

Peace of mind for you

Knowing what your clients think about your business helps you make better business decisions. Success is linked to a great client experience, so it’s in your best interest to go right to the source for information about what your clients want. Happy clients lead to growth, and a successfully running business operation means less anxiety for you.

What are your favorite ways to communicate with your clients? Let us know in the comments!