It costs more to secure a new client that it does to keep one you already have. Why is this?
If you have a client, chance are they already know you, like you and trust you. If they need help again from a professional organizer, they will likely call upon you rather than starting with someone brand new.
However, what happens if the client has some concerns or issues with the services received from you? If these issues are not addressed, they might search for a different professional organizer the next time the need arises.
Using client satisfaction surveys is a valuable tool you should be implementing to keep your clients happy so they are repeat clients over and over again. And better yet, so they are recommending you to other people instead of sharing negative or concerning issues with others.
The client satisfaction survey should be short but functional. If you make it too long and cumbersome, your clients will not want to complete it. Likewise, if you fail to ask the right questions, the results will be of little value for you. The goal is to find out if a problem exists. If you are not aware of the problem, you can not do anything to fix it.
Stay posted. In the next entry, I will discuss the different options for how to collect the survey information.
Becky Esker is a certified professional organizer, national speaker, owner of Get Organized! L.L.C., and the forthcoming author of 2 Minutes to Organization: The simple way to get organized! In addition to the services Becky’s team offers in the Cedar Rapids, Iowa area, Becky also helps other professional organizers all over the world grow and build their business through a wide array of products and services. To become a member of the Just For Organizers community, access www.JustForOrganizers.com.
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