As a firm owner, client satisfaction is at the core of your business.
In this episode, you’ll learn three strategies to turn an unhappy client into a satisfied one.
Listen below.
1:08 If you want to retain the client, the real challenge is turning them from a 10-out-of-10 unhappy to a 10-out-of-10 satisfied.
1:20 I had someone join Future Firm Accelerate who ended up quitting not long after. They’d been following my content for a long time.
2:14 I knew we hadn’t done a good job onboarding her. One email she sent outlining her issues ended up changing how we onboard new members today.
3:32 So here’s what I did: I responded right away and offered to personally help her outside the program by learning more about her business and diagnosing her situation.
4:49 The first key to turning an unhappy client into a happy one is promptness. Respond quickly — don’t let the situation fester.
5:00 Second, solve the problem quickly. See the pattern? Speed counts. You need to reply fast and resolve the issue fast, too.
5:12 Third, go above and beyond. That’s how I turned someone who had critical opinions on my program into someone genuinely grateful and excited to work with me.
