Champion Client Relations with A Dynamic Client Happiness Coordinator

Want to learn how to champion client relations with a dynamic Client Happiness Coordinator.

Here is how in less than 1700 words!

You Know Client Happiness Is Vital, Right? 

Ever hear business owners talk about client happiness? Ever wondered what they do to ensure excellent customer service? Wondered how they instill customer loyalty? Curious what do they plan to ensure that every customer receives value? Interested in how they obtain customer feedback? 

For many, they just talk a good game. 

For others, they try some techniques, but never really hone-in on what matters. 

And for others, they nail it! 

For the successful businesses that nail client satisfaction, you can see it in every part of their business. Customer interactions are up, they have fewer customer complaints and they see an increase in customer retention. 

If that doesn’t convince you to pay attention to client happiness, perhaps we need to review your business goals. 

Learn From Those Who Engage in Exceptional Customer Service

I’ve previously built up a seven-figure business and successfully sold it. To repeat that success, I have used the same customer satisfaction techniques to amplify our growth now. 

Why? Because for every business owner we help, it creates an amplification to help dozens more. 

Why? Because every happy, successful business owner that we help succeed is able to run a stronger, more profitable business. That profitability allows the business owner to do more in their professional life. It also allows them to have a healthy work-life balance and create amazing opportunities for their family. 

That stable, profitable business also allows the owner to hire more great people, giving their staff better-paying jobs. This allows the staff member to thrive and grow. This also means the families of each staff member will also benefit from their mother or father having a more substantial, stable job. 

And finally, the thriving company will be able to help even more clients, which then allows the clients to move forward with their lives, which in turn benefits their families. In this way, every person we help amplifies our reach!

So, in the quest to help millions of people uplevel, we want to ensure that we listen to their needs, learn what they want, and engage in excellent customer service.

Introducing the Client Happiness Coordinator

Client Happiness Coordinator? What’s that? That sounds cool! Do I need one? How do I get one? 

Wait! What? What in the world does that person do all day?

People love the name, but then realize they are not sure what that person does. 

What Does a Client Happiness Coordinator Do? 

The beauty is that the job description is all up to you! Typically, the job description includes several of the following activities:

•    Client reach-out calls

•    Client satisfaction surveys

•    Gather client testimonials 

•    Cultivate Relationships with cards and gifts 

•    Obtain market research from clients on what else they want 

•    Provide suggestions on how we can help our clients in new ways

Actually, the list is endless! Each activity is customer-focused, and there are enumerable variations on activities. The key is to dream big, and when you bring a person on, start small and hone their skills at one activity. Then go on to the next task to add to their duties.

What Skill Sets Should They Have? 

A good Client Happiness Coordinator or customer service representatives should have strong organizational skills, communication skills and problem-solving skills. 

If the person has customer service experience great! If not, you will be training them with technical skills and soft skills to help them gain confidence in their interactions with customers. This may take time but will be worth it. 

Roll-playing different customer situations can also be crucial to any onboarding and training program. This allows the person to apply your firms core values in every day situations ranging from customer complaints to basic customer inquiries. 

When Is It Time to Hire a Dynamic Client Happiness Coordinator?

So, when is the right time to add a dynamic Client Happiness Coordinator to your team?

We all know that customer service is key to the longevity and success of our businesses. But when do you bring on an employee whose primary job is cultivating relationships with customers? If you are thinking of a full time employee just to seek out and create client happiness, you might be worried that is a lot of cash for happiness. 

The good news is the person might only be needed for 5-10 hours a week in the beginning. This makes it less scary. Especially when you balance the amazing benefits of excellent customer service.

Allow the Position to Grow as Your Business Grows

I have known since day one I wanted to have a Client Happiness Coordinator in my new business, but knew it would take time until I could bring in someone, even just 10 hours a week.  Someone who would be completely focused on reaching out and engaging my clients, former clients, and individuals. 

As you grow your business, you need to consider your revenue, the numbers of customers you have, and your plan for business development. One of the most telling signs is when you have angry customers, or your business has grown to the level that you are no longer able to do the client engagement yourself. 

Another telling sign is if your Key Performance Indicators or customer loyalty metrics are waning. 

Build the Customer Care Duties to Expand as Needed

Here are some elements that I included in my Client Happiness Coordinator job description. As you will see, many items start with just calling current clients or specific number of touches. As the business continues to thrive, you can increase the duties and the numbers. 

You can also use customer loyalty metrics and customer satisfaction surveys as tools of when to increase the number of hours for the person in this role. 

A good list helps define the many hats this person will wear and how long it would take them each week.

o    Call all new clients two weeks after onboarding

o    Send client satisfaction surveys asking what else we can do to help

o    Call 5 former clients each week to ask how they are doing

• Ask for feedback
• Ask if there were any customer issues
• Send special workbooks based on what they are dealing with
• Give feedback to the team

o   Gather 3 Testimonials each week

o    Organize new campaigns each quarter to encourage engagement

o    Send cards/ gifts/ tidbits and other fun interactive items to engage our clients using our SendOut CardsAccount

o    Wrap-up survey and phone call for all closed matters each quarter

o    Provide weekly updates on customer complaints and resolutions 

o    Provide a monthly report on customer issues, actions taken, feedback received and suggestions on how to improve customer service experiences

Once you start brainstorming, it isn’t hard to come up with another 15 items that can help create not only client happiness, but also create team happiness!! 

This list will also help you start mapping out how many hours you will need a person. How much could they get done in 10 hours a week? How much could they get done in 15 hours a week? 

Build Systems As You Go

What if you had the person create systems for each thing they do. To create processes for all customer interactions. Then to refine it every two weeks before adding another task? This could allow someone to spend 10 hours a week learning, building and documenting your customer support strategy. Then allow them to execute the system for a few weeks, and watch how their speed of delivery increases. 

Once that first process is well structured and running smoothly, it will take half the time to keep it going, and that frees the person up to go to the next task. 

On the other hand, you may not want to hire and hope they know how to do these tasks. That is the value in obtaining template systems that are 90% built and all that is needed is a few revisions. Depending on your company goals, this might be a quicker solution. 

The point being, whether you build yourself or purchase the framework, bring someone on and be committed to building the systems. Don’t worry about it being perfect, because you fail your way to success and will learn as you go. You’ll find what works, and more importantly, you’ll find what doesn’t work and make adjustments to engage, learn, and create. Ultimately, you will bring the biggest return on investment of time and energy. If 10 or 15 hours a week sounds like too much, consider starting with 5 hours a week.

Listen. Learn. Create Happiness.

I recently had an experience with a marketing vendor where I wish they would have had customer service representatives to reach out to me and ask how they can make my experience better. I have several bits of feedback that I think would be valuable for them to hear, and likely would have created a more profitable experience for them and for me. Unfortunately, they lost that golden opportunity to make their business better.

As part of your quest for business growth, make sure you gather valuable insights from your clients and let that customer feedback bolster your business planning. The data on dissatisfied customers, customer loss, and turn-around time for handling complaints are all vital to your plans.

Commit to taking steps to increase your communication skills. Listen more and learn what your customers like, don’t like and what they want more of. Then build exceptional service delivery to create client happiness.

Remember, a key to success is client happiness. So listen, learn, and create happiness!!

Want to get your own Client Happiness Coordinator hired and trained up fast? Check out one of our most popular packages, How to Hire, Onboard, and Work with a Client Happiness Coordinator. it comes with trainings for both Owners and new team members and a 50+ page policies and procedures manual with checklists and examples and scripts and templates and spreadsheets to help you champion client relations!