Client Happiness For the Triple Win Way!

Want to know a secret to a triple win of happier clients, more business, and less marketing spend? The answer is a Client Happiness Coordinator!   

Having worked with hundreds of business owners in the last few months, we are seeing a very important marketing trend that has the public being less swayed by online advertising and more swayed by connecting with people that their colleagues and friends recommend.  This makes the role of the Client Happiness Coordinator vital in the world we live in right now!

So what does a Client Happiness Coordinator do?

They are the ones that reach out and cultivate those relationships with your clients. They send cards and gifts, whether for birthdays, anniversaries, or “just because”.  They are the ones that nurture and create that “human element” to really show our clients that we care about them.  They are also able to develop a referral program so people rave about you and want to send business your way on a regular basis. They obtain testimonials to share with the team and to the public.  Bottom line, a Client Happiness Coordinator connects with people naturally and with the positive vibes that make people want to do even more business with you.

So why is this position so important to a growing business?

Well, because as owners, we do this job naturally, but … we get BUSY! We have other things going on that need our time, and our available time to reach out to clients “just because” falls down the priority list amidst all the other competing interests.    

This is where you need a dedicated person to improve customer satisfaction, to improve retention, to improve the overall business growth.

How do you find and onboard the right person?

It’s not that hard to find someone who’s empathetic and cheerful. In fact, they may be all around you, including one of your past raving clients might be the perfect client fit.  But what is key is that you have a clear job description and a clear onboarding plan so you provide clarity as to what this person is going to do and for how many hours.  IN addition, you need to have clear standards or KPIs (key performance indicators) on how they can get an A+ doing their job.  This is where most business owners get a D- or an F.  They simply hire and hope the person knows what to do.  Let’s be honest, the “Hire and Hope Strategy” isn’t a good one.  It is for the us to orchestrate a plan so there is clarity on how many hours they should spend doing what and a rollout plan for their onboarding so we get them productive in week one!

How many hours do you need this person each week or month?

Well, it depends on the size of your business. And this is part of our package of how to hire, onboard, and work with a Client Happiness Coordinator. We actually break it down for owners, admins, how to hire and onboard this person and how much time will you need. Will you need 5 hours? Will you need 20 hours? It depends on the size of your business, the volume of business you’re doing. And as you grow, you can add more hours in.  

It also has to do with how much priority you place on your back-end marketing versus plugging time and money into expensive online marketing.  

For those that undersrtand the backend marketing will bring a 5-10 return on investment, they will have someone working 5-8 hours a week to develop good systems and routines.  As they grow the person will grow into more of a 15-20 hour a week role before you go to a full time position.  

So how does this all create a “TRIPLE WIN”?  

This is a Win for your clients as they are going to have a dedicated person who’s going to connect with them and be that liaison.  

This is a Win for the company to have more raving fans sending you more referrals!  
 
And finally this is a win for the person doing this job, that bubbly personality who loves touching people and making their life better, a Client Happiness Coordinator is going to give you that triple win. 

So share your thoughts below. Are you considering implementing a Client Happiness Coordinator in your business? What are you most excited about having them do? Would it be reaching out with phone calls, emails, gifts cards?

It all comes down to this: Happier clients send you more business and return for more business. That is a triple win and allows us to thrive.  

If you need help on how to hire, how onboard them and how to work with them, including an entire module of training, videos, teaching them how to do their job, the templates, the scripts, the policies, the procedures. We have the perfect packet for you.

But I’m telling you this dedicated person solves this issue of the owner not having the time to do this. Now, how does this create a win for everyone? That triple win? Hiring a Client Happiness Coordinator creates a win for the client Because they have a liaison. They have a person they can connect with. They have someone they know they can call if they need to. It’s a win for the company because you know you’re actively moving forward with helping all these clients and really connecting and hearing what they need. And it’s a win for the person you hire because they get to enjoy that human element. You want someone that’s cheerful and empathetic and loves, just vibrates with hanging out and talking to people. So it’s a win for them as well. So one of the most common questions we get asked is, how much do you need them? Well, it depends on the size of your business, on the How quickly you want to grow. These are areas, whether 5 hours, 20 hours. It depends on how busy you are and how much volume you have, how many touch points you need to have in your onboard starting sequence, in the retention sequence, in the follow-up sequences after you’re done. 

But these are all things that we show you how to do in our package on how to hire, onboard, and work with a Client Happiness Coordinator. We show owners and admins what they need to do, and we actually have a whole training module for the Client Happiness Coordinator to go with those all-important scripts, templates, all the materials that are going to help this person do an amazing job quickly. They’re going to get up to speed in a matter of days and know what they need to do to get an A plus in the job. If you are interested in getting a Client Happiness Coordinator, we want to hear about it. We’ve, of course, got the package. We’ve got coaching that can go with it. If you need some handholding and some help, let us know. But share your thoughts below. Are you considering implementing a Client Happiness Coordinator role your business? If so, what are you most looking forward to? What do you want them to do? We want to hear your feedback. What excites you most about having a person on your team dedicated to creating raving fans?