9 Tips to Keep Your Clients Happy

Some would-be coaches and consultants are afraid to pick up high ticket clients because they're afraid if they're not happy, something bad will happen.?

Maybe the client will want a refund, the coach will get bad-mouthed, and they'll have to go through the general pain and embarrassment of not having a happy client.

Of course, nobody in my List Money Multiplier program is afraid of this, because we're all a bunch of chads.

And fortunately, all of that stuff is?very?rare if you follow the tips in this post. And even in the rare event it does happen, you'll minimize the damage.

With that said, here are some important tips on how to keep your clients happy, to minimize refunds, improve your marketing, and keep them as long term customers.

1. Set expectations

Aside from delivering results, the most important thing you can do is set expectations.

Such as...

• When does the coaching start? Tell them before they sign up.
• How many calls will they get? Will they get access to you when they're not on calls??
• How much time of theirs should they expect to spend?
• Is there anything else they should know?

As long as you set expectations in advance, and they acknowledge those expectations, you're in the right if there's ever a complaint.

And if you follow the rest of this lesson, those complaints will rarely come up.

2. Good Communication

Get back to your clients as quickly as possible, without being neurotic and having it take up your entire life.

If they're taking up a lot of your time with questions, it's ok to wait a few hours to get back to them to slow it down a bit.

Just make sure you don't make them wait too long, especially if it's something they need to know in order to make progress.

I try not to make anyone wait more than 24 hours, and even that's just if I'm very busy or they're asking for something that takes a lot of time.?

Usually I respond in a few hours. I also tell them this from the start.

If I'm on the road and can't get back to clients as quickly as I'd like, I'll typically tell them that in advance by saying I'll be traveling for whatever amount of days and that it may take extra time to get back to them.?

Another part of good communication is to make it clear what the action steps are to move forward. The client should never be unsure what to do - and if they are, they know that they can ask you.

3. Check on them

Show that you care for their success.?

I check on my clients on average every 3 days if I haven't heard from them.?

Often times they have questions they haven't asked you yet.

Ask them if there's any updates and if they have any questions for you.

4. Celebrate their success

When they do well, you should be happy.

Selfishly, it means more money for you anyway, because a great testimonial and case study means better marketing leading to more sales.

Therefore when they win, you win.?

Plus it just feels good to have helped someone do what you've accomplished yourself, and to see the transformation in their own lives.

5. Keep your word

If you say you're going to do something, do it.

You're gonna check something they send you? Then do it.?

Stick to your word, including time frames (as much as possible).

Time frames can be tough at times with today's world full of distractions, but if something comes up and you can't get to them in the time frame you said you would, tell them the new time frame and tell them why.

Then definitely stick to that - don't flounder around with it.

6. Have good social skills

Hopefully I don't have to teach you this one. There's a lot to be said about vibing with the client.?

You don't have to be his best friend, but there's a lot to be said about keeping a strong working relationship with them, at the very least.

Or of course you can become friends if you want, there's no reason you can't develop great personal relationships with your clients.

7. Keep it real when you have to

Your client should hear from you when they're screwing up.

Before starting off, a client in one of my partnerships asked me "what do you do when someone's doing something wrong?"?

I appreciated the question. He's an older, very blue collar guy, and I knew exactly what he wanted to hear.

I cited someone I knew who wouldn't speak up when he saw something wrong, and it cost people a lot of money and time. My answer implied that I'm the opposite.

Long story short, it's important to keep it real with your client and tell them what they need to hear.?

Just make sure you keep it respectful and sincerely acknowledge what they've done correctly as well. In other words, show some nuance and don't focus only on the negatives.

For example: "Look, you're doing X very well and I'm very happy with the progress that we're making there. But I haven't seen you make progress on Y yet and it's the reason your results in that department haven't been good. We have to fix it if you want to get the results we want for you."

Almost anyone can tell that you're being sincere. If in the rare case they can't accept that, they really shouldn't be your client anymore.

8. Don't promise what you can't deliver

As they say, under promise, over deliver.

It's better to under promise and over deliver than vice versa.

That leads us to this...

9. Deliver results

At the absolute minimum, you should deliver the exact result you promised.

And if you've been working with them and haven't delivered the result in the timeframe you promised, and it's your fault? Work with the client for free until you do.

I've given clients months of extra time to get the result as long as they're not vanishing on me, and they're actually doing the work.?

I'll budget my time with them, so they'll typically just get text access and no extra calls, but I'll answer their questions and push them to succeed as long as they're moving in the right direction. Though it depends on their situation.

The end goal is the result. If you can get them the result, they'll almost always be very happy.

What to do if your client is unhappy?

First try to fix the situation. Have a little empathy for his situation and just see what he's unhappy with.

If he's insulting you or being rude (not common, but it happens), don't insult him back. Try to focus on the situation itself and what's causing him to get pissed off.

Is there something you promised that he didn't get in return? This is usually the problem, there's some misalignment in expectations.

Try to look at the 30,000 view and ask yourself if there's something you did wrong.

If you've been 100% to your word and truly don't believe that you've done anything wrong (this definitely happens), then it's on the client.

In some circumstances they might threaten to bad mouth you on social media if they don't get their way.

If you have the receipts, use them.?

It's ok to take screenshots of where things went sour, or any evidence of your case, and save them. You can use these if he attacks you publicly.?

But keep the screenshots about the point you're trying to make (your innocence), and keep everything else confidential that should be confidential.

When you're first starting off it's often best to avoid negative publicity. When you're more established, you can have an upset client here and there and be fine if you have an overall great reputation, and defend your reputation when you're attacked.

But some people may decide even that's not worth the hassle and give the client a refund. This is totally up to you and it often depends on the situation with your client.

If it's too much effort to fix, then you may want to dump the client outright, even if this means breaking your refund policy.

In other words, maybe you'll give him a full or partial refund even if your program says they can't get a refund.

This is up to you. Follow the above tips and these situations should be minimal.

I've only seen it maybe 1 every 50 times for my clients - usually if anything, clients will drop off and not say anything.

Fin

Follow the above tips and you shouldn't have any issues with clients being unhappy.

Let's get this bread.