How to Increase Client Satisfaction: The Recipe for Success

Kesha Dougan
Posted: December 4, 2018

You want to keep your clients happy and raving from the rooftops about you, right? Whether you are a contractor or a member of a business learning team, producing amazing results is only half the battle of keeping your clients happy and coming back for more. That part is just the base of the cupcake!

Lots of folks can produce a decent cupcake, but it’s the frosting on top that makes all the difference in increasing client satisfaction. Without the special frosting, your clients or internal customers may be looking for a new baker.

Below is a recipe for success-filled special frosting designed to dazzle and sure to increase customer satisfaction!

Ingredients:

3 cups of Preparation

  • Pay attention. You want to get on the same page from day one. Walk into each project with an open mind and no preconceived notions about the plan or the client. Pay close attention to the specific needs and expectations of your client and their unique project to ensure that you have a mutual understanding and game plan. To help guide you, follow these great tips for working with subject matter experts effectively.
  • Create an agenda for every meeting. Every meeting should have a purpose. Decide in advance the desired meeting outcomes. This also allows your participants to come prepared and demonstrates that you value their time and plan to use it wisely. Click here for our meeting agenda template you can use.

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To access and edit this easy-to-use template, you’ll need a free Canva account. If this is your first time using Canva, not to worry! It’s very user-friendly and helpful for creating quick graphics for presentations, training infographics, eLearning and more!

  • Don’t miss deadlines — period. At ttcInnovations, our talented and strategic project managers always put together a thorough and detailed project plan to avoid deadline issues. But in the end, if something goes awry, we do whatever it takes to meet a client deadline — whether it be adding on additional IDs to complete a task or working into the wee hours of the morning. Hitting deadlines is a must!

Looking to add a diligent and professional project manager to your team? Learn more about our Innovators on Demand™!

2 cups of Communication 

  • Speak the client’s language. What do they call their customers? Are they casual or more formal? How do they speak about learning deliverables? Do some research to find out what you can prior to your first meeting, but this objective is most often a learn-as-you-go initiative. Jot down notes on the language they use during your discussions. Pay attention, digest this information, and then match their style and jargon.

Speaking of learning lingo — brush up on your training terminology: Today’s Learning Jargon Explained: What You Need to Know Now

  • Over-communicate. Along with responding to all emails and communications promptly, as well as demonstrating other basic communication skills, the best thing you can do is over-communicate with meeting notes. Take notes at every meeting, including topics discussed and especially decisions made. Send those notes out soon after the meeting and ask for any corrections or additions. This allows everyone to be on the same page and address any issues quickly — before the wheels are set into motion.

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1 cup Confidence

  • Be decisive. You are the learning expert. Always ensure that you have done enough research and analysis to confidently stand behind every decision and answer any question about your learning plan.

A dash of Gratitude

  •  Always express appreciation. A dash of gratitude can go a long way. Be grateful for every client and project you encounter, and never miss an opportunity to let them know your appreciation. This exchange of positivity fosters continued relations and abundant interactions.

Directions:

Gather all ingredients. Mix thoroughly. Apply heaping amounts on each yummy cupcake. Remember, you can never have too much frosting!


About the Author

Kesha has been in the learning industry for over 20 years helping companies and individuals reach their highest potential. Helping companies create training solutions to match the needs of the learner is a true passion of hers. She is a true creative person and brings her out-of-the box thinking and can-do spirit into everything she does. Her philosophy is to be open to change and willing to take risks that produce breakthrough performance. Her favorite quote is from Audrey Hepburn – Nothing is impossible; the word itself says “I’m possible!”