Client retention is so important, and should be prioritized.
It’s an extremely underrated way to increase revenue, generate better testimonials, and grow your agency.
Enter: Client Feedback Loops.
In this article we’ll show you how to create and automate a client feedback loop so you get real insights on the quality their sales calls.
This can work for any type of agency, we’ll be focusing on cold outreach, outbound-focused agencies as an example.
Table of Contents
- What is a Client Feedback Loop?
- How to Build an Automated Client Feedback Loop
- Bottom Line
What is a Client Feedback Loop?
When you’re providing services to clients, there is an expectation that it’s an investment and will make them money. We call this Return on Investment (ROI).
If you don’t know the quality of the results you’re providing them, you’re shooting in the dark!
You can think you’re doing a great job, but without feedback directly from the client you really don’t know how your work is affecting their business.
This is what a Client Feedback Loop is for.
It creates a constant loop of feedback between you and the Client to ensure they’re giving feedback about results and the quality of your service every step of the way.
This can happen every day, every week, every month, or when results are delivered to them.
If you don’t have this implemented in your business already, this will be a game changer.
We’ll show you how to build a Client Feedback Loop that delivers feedback directly in Slack, so your team can discuss!
How to Build an Automated Client Feedback Loop
There are 3 steps to creating an automated Client Feedback Loop:
Step 1: Set up a google form with simple questions that clients can answer quickly
The key here is: don’t make them spend too much time on the feedback or else they just won’t do it.
Our form is kept to a bare minimum, asking for:
- A quality score on a scale of 0-5*
- Explanation to justify the score provided*
- Anything we can do to make improvements to the quality of calls
The first 2 fields are required.
Step 2: Automate a message to your client via slack or email 30 minutes after the call ends
The message: “Please take 60 seconds to fill out the sales appointment feedback form so we can get insights on your call with PROSPECT. thank you in advance”.
Now that you’ve set up the zap prompting the prospect to fill our the feedback form…
3. Create a zap that notifies you when a client submits the form
This Zap will trigger when a client submits a new form response, so you will get real-time feedback on how the call went.
Here’s how the overview appears in our internal Slack channel:
Client Feedback Loops are critical to scaling your business with a good retention rate.
People get so obsessed with client acquisition, they forget to implement simple feedback processes like this.
These feedback forms give us great insights into the quality of results that we’re booking for clients, they keep our relationship transparent, and they show us exactly what we need to improve upon / look for in future prospects before booking the call.
Implement this right now and boost revenue without signing on new clients!
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