Happy professionals having a celebration with big smiles on their faces while throwing their hands in the air.

Happy clients aren’t enough — they need to be raving fans

Every business seeks total customer satisfaction. But if you want your business to soar to greater heights, you can’t just leave your clients feeling happy and pleased. You need to turn them into loyal enthusiasts.

In today’s outsourcing, while you’re thinking about whether your staff are spending their day doing mundane and time-consuming tasks or not, you also need to consider if your business is really focussing on cultivating your relationships with potential and existing clients.

These days, as business owners, your job is to turn every single one of your clients into raving fans and not just satisfied clients. You must see to it that your staff really have enough time to talk, connect, and build better relationships with your clients to retain them.

Having better business relationships lead to happier clients, but those who are just happy and contented will less likely refer you to a friend, colleague, or family member. Your clients must be raving fans so they would refer you to other business owners who can then potentially become your new clients. It’s basically a double-edged sword—while your clients remain happy and loyal, your business will automatically grow and retain customers and clients more than it ever did.

Some business owners use a scoring system called the NPS (Net Promoter Score), which is a customer satisfaction survey rating. It works by giving you a score from 0-10, depending on how happy your clients are in terms of doing business with you. A raving fan will give you a score of 9 or 10; a score of 7 or 8 is from someone who’s considered to be a passive client—contented, but lukewarm; then you have your score from 0-6 given by your detractors or those who dislike you and are considering to leave your company because the quality of the service that you’re providing isn’t good enough for them.

You need to raise the bar higher by improving the quality of your business, which will inspire your clients to never leave you. You’re then giving yourself a chance to attract more customers or even business partners. When you start measuring these things and taking them into account, then at one point in time, you can start planning a clear direction as to where you want your business to go.

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