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April 6, 20265 min

The 3 Most-Forgotten Client Feedback Touch Points (And How to Capitalize On Them)

Theresa

Theresa

The 3 Most-Forgotten Client Feedback Touch Points (And How to Capitalize On Them)

Client feedback is one of the most crucial loops to complete for any service-based business. As entrepreneurs, it is so easy to fall into the trap of viewing our business from one perspective (our own), which ultimately leads to analytical inaccuracies.

One of the most detrimental mistakes business owners make when implementing a client feedback process is focusing on one or two touch points along their client journey, rather than asking for feedback at multiple points (in different ways).

We want to not only gather input from clients when they reach a particular milestone. We want to gather this input incrementally along their client journey, as it allows us to better understand how their perspectives, emotions, and pain points change over time.

Fortunately, there are a multitude of client touch points that can provide business owners with more in-depth and valuable feedback.

Today, I'll be sharing a few of the most commonly overlooked feedback opportunities, and sharing some strategic tips for maximizing results.

Let's get started!

The 3 Most-Forgotten Client Feedback Touch Points (And How to Capitalize On Them)

1. Pre-Launch Surveys

Have you ever expanded your service offerings or launched a new service without first determining if your target market would be interested? Most entrepreneurs have at some point in their career. And while this doesn't necessarily mean your launch will be a flop— it does reduce the likelihood.

Pre-launch is one of the most valuable client touch points in terms of feedback. It allows you to gain insights from the people who would be most inclined to invest in your product or service.

But in order to truly understand what would make your services more appealing (and what would deter a potential client from purchasing), you need to facilitate the conversation effectively.

TIPS FOR GATHERING PRE-LAUNCH FEEDBACK:

Select a focus group of 5-10 people (who match your ideal customer persona)

Ask them to review your major competitor's services (What do they like? What puts them off? What are their thoughts on the price point? Branding? Etc.)

Ask your focus group what services they feel are missing within your target market

Get the group to analyze your new service offerings (What are they most excited about? What is their first impression?)

Give control over to your focus group (If you could change anything about this service, what would you change? If you were marketing this service, what would you highlight or promote most?)

2. Post Account Creation Surveys

Do you provide an online platform or website where your clients can log in and access information, services, etc? If so, this is a fantastic opportunity for getting client feedback.

After your client has set up their account and explored the various features and capabilities of the platform, they'll likely have some thoughts on their user experience.

Asking a client for feedback within a day or so after they've established their account is most effective, as this is when the experience is top of mind. Why not strike while the iron is hot?

TIPS FOR GATHERING POST ACCOUNT CREATION FEEDBACK:

Send an survey via email 1-2 days after the account is created (Extra points if you automate this process!)

Keep the survey short and succinct (5-10 questions)

Ask questions related to UX (Was the platform easy to navigate? Were the instructions clear? What was going through your mind while you set up your account?)

Ask questions about design (Were the fonts readable? Were the icons/visuals helpful? Etc.)

Ask questions about functionality (How quickly were you able to complete your desired task? Did the platform/app/site load fast enough? Etc.)

3. Midway Mark Project Catch-Up Calls

I'm a huge advocate for midway mark catch-ups. They are one of my favorite client feedback strategies for service-based businesses. In general, people tend to be most motivated and excited about a project in the beginning and at the end (when results are about to be delivered). But when we're in the midst of putting in the elbow grease, our enthusiasm tends to taper off.

Personally, I view midway mark catch-ups as not only an opportunity to gather valuable client feedback on how their experience has been to date, but also as an opportunity to keep the excitement alive!

TIPS FOR GATHERING MIDWAY MARK FEEDBACK:

Schedule a telephone or video call (A personal approach works best for major milestones)

Prepare your questions in advance

Ask questions related to communications (How satisfied are you with our communication process? Do you feel we are responsive? Have we adequately updated you throughout the first phase of your project?)

Ask questions related to timelines (Are you satisfied with the progress thus far? Have we communicated any potential delays or setbacks effectively? Etc.)

Ask questions related to process (Have you encountered any roadblocks when seeking support from us? Do you have any concerns about our invoicing or payment processes? Etc.)

Next Steps (What to Do With The Feedback You've Gathered)

Data is powerful. And we all know the saying— "With great power comes great responsibility."

As business owners, it is our responsibility to utilize the data we gather from clients to further enhance our service delivery.

How?

By incorporating this data into our future SYSTEMS, STRUCTURES, and PROCESSES.

Creating (or Updating) Your Client Experience Manual

A client experience manual is a formal, detailed booklet that can be used by all members of your team to deliver a cohesive and consistent client experience to every individual you serve.

The key to maximizing the impact of your client experience manual is to use the feedback you gather from your clients to keep it as relevant and up-to-date as possible.

The more data-driven your client experience manual is, the more effective it will be.

I've Done The Work (So You Don't Have To)

I've created a downloadable and fully-customizable client experience manual business owners can use to WOW future clients.

This comprehensive manual includes:

  • Checklists

  • SOPs

  • Templates

  • Swipe Files

Plus a short "How-To" video to walk you through the document step-by-step!

It's everything you need to create the unforgettable experience your clients deserve.

Your Move

Unsure how to implement these solutions within your team?
Do you need an extra hand with team management?

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Jono

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

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When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

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The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

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Mitch

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

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Emma

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

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Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

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Mitch

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

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I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
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Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
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I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
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CEO

Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
Emma

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
CEO

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
CEO

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
Emma

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
CEO

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
Emma

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
CEO

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
Emma

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono

I was looking for guidance with streamlining business processes for not only my business but my clients' businesses as well. After working with Theresa I became much more productive and organized, and my bottom line has improved as well. Theresa is a knowledgeable and highly informative coach who's full of great ideas and support. I am so grateful to her for her support and this experience.

B
Brigid
CEO

I am now in my sixth year of business as a Photographer and I no longer feel like my business is 'stale' — I feel like I am growing. Theresa is helping me put a better business plan together, including income goals, social media planning, improving my online presence and other essential techniques. Every session is so valuable and I ALWAYS look forward to the next one. I would ABSOLUTELY recommend Theresa to anyone looking for help in business planning and staying/getting on the right tracks!

E
Emma

The time I have spent with Theresa has been very valuable to me and my company. Theresa is a great systems person. She has helped me develop systems for my company that have the flexibility required to assist me as my company grows larger. Weekly meetings with her helped to keep me focused and on track. Working with Theresa has been a great experience and I look forward to working more with her in the future.

M
Mitch

When I first started working with Theresa, I considered myself a 'wannabe' business owner. I wasn't confident in my own processes, worried that I looked unprofessional, and spent a lot of my time chasing clients. Working with Theresa was an experience that kicked me into high-gear. We set up clear SOPs, packages, templates, workflows, canned emails, and so much more. After working with her, I can confidently present myself to other businesses and entrepreneurs as a business owner AND have the processes to show that I am professional, timely, and efficient. I would recommend working with Theresa in a HEARTBEAT!

C
Cassandra

Theresa helped us fully utilize the tools and technology we'd already invested in, streamlined our process of creating new SOPs, and even reimagined our org chart. We've gained back more hours in our day, become much more productive and organized, and our bottom line is even happier! Theresa is an insightful and talented coach who's full of encouragement and great ideas. We're truly indebted to her for this fantastic experience.

M
Marie + Jessie

Before working with Theresa, I couldn't figure out how to get my company to grow any further. Our growth had flatlined for about ten months, and I was scrambling to break through the ceiling we had hit. Quickly after Theresa started coaching our team, I realized that we needed more than just coaching — we needed someone like her actually to run operations. Once this happened, I was able to delegate one of the most significant and most growth-stalling responsibilities, allowing me to focus on what I do best: sales and marketing. Since Theresa joined the company, we have grown our business by over 100%, and every other KPI has improved by the same amount.

J
Jono
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