First off, I would like to send a special thank you JC Weber and Home Care Pulse for joining us on this week’s episode of “A Drink with The Hurricane” and for everything you guys do for this industry.
When I ran my company, Care Choice, we used to do a client survey with everyone, and it helped us tremendously. We knew what was working, and that most of our clients were extremely happy with our services. And we also knew whenever there were issues, and were able to act on them fast. I recommend if you are not currently doing client satisfaction surveys in your business, you definitely start! Instead of me leading this episode, I will have one of MY Power Partners speak to you on this very important tool for your business.
In this week’s episode of A Drink with “The Hurricane,” we welcome a special guest, JC Weber of Home Care Pulse. His company supplies Home Care companies with insights and data, enabling the company to provide better care to their clients. This certainly helps to increase word of mouth and positive feedback, leading to more referrals, and ultimately more clients.
The best way to market to new clients is to first track the satisfaction of your current clientele using third-party phone interviews, online or mailed surveys, or other methods. No matter which medium you choose, there is one question you should be asking each of your clients during these interviews or surveys: “On a scale of 1–10 (10 being highly recommend), how likely are you to recommend our services to a friend?”
This outcome-based question allows you to group your clients into three categories:
- Promoters (rated services 9–10), loyal clients who are likely to refer your services and help you grow your company.
- Passives (rated services 7–8), dissatisfied clients who are susceptible to your competitors’ offerings or pricing.
- Detractors (rated services 6–1), highly dissatisfied clients who may damage your brand and reputation in the community.
Once you have grouped your clients according into these three categories, you can then use those groupings to market your services. Start by identifying your promoters. As loyal enthusiasts, these clients are often willing to refer friends and family members to your company. Talk with them individually and ask for referrals and testimonials. Their testimonials can be used in marketing materials and as proof of client satisfaction when you meet with professional referral sources. After meeting with your promoters, begin to evaluate your passives and detractors. Evaluate their specific concerns and identify how you can improve their experience and turn them into promoters as well.
As you emphasize this question in your client satisfaction interviews and surveys, you’ll be able to use your findings to improve client satisfaction and grow your business.
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