Image source: Lindenwood University
A good client experience will almost certainly produce a continuous workflow for your business and enhance client loyalty. Customer experience encompasses all contacts with your organization at all phases of the customer journey, even if they do not result in a transaction.
Every interaction between a client and a business, whether it’s a call to customer care or doing something as easy as paying a bill, builds or ruins the relationship. And this is true for business coaches as well. It requires a quality learning experience for both the coach and the client, honest talks, and realistic yet fulfilling progress toward the client’s objective.
Business owners increasingly turn to coaches to provide them with the advice required to make the tough choices necessary for creating a prosperous business. In fact, statistics show that over 50.000 businesses worldwide recognize the value of investing in coaching programs.
In this post, you can find four tips to help you deliver a better client experience so that you can stand out from the competition.
Get to know your clients
Your work as a business coach is to build quality relationships and celebrate your clients’ individuality. There is no such thing as a universal coaching experience, so you should learn your clients’ difficulties, obstacles, and roadblocks, as well as what makes them happy and productive. Only then will you be able to appropriately address their needs through a personalized coaching path that will bring them closer to their goals.
To become a successful business coach, you need to develop a thorough plan that will help you understand your clients’ needs better. For that purpose, you need to find and implement effective coaching tools that are designed to help your new clients learn more about themselves while also assisting you in becoming a better coach. There are many coaching assessment tools you can use, but they all have different purposes. Therefore, ask your clients to complete one of these assessments and evaluate which tool suits them the most.
Ask for client feedback
A critical input is very beneficial, perhaps even more so than a favorable one. Ask your clients openly what they like about your services and what they would change. It is critical to track your progress and collect data during and after working with each specific client in order to react in time and modify your working techniques.
So if your company employs client relationship management (CRM) software, the data obtained from it could help you assess whether you’re doing things properly. CRM tools can help you reduce response time and optimize business workflow.
Listen more and speak less
There is always a time and place to share your advice and tips with your clients. In fact, if you talk too much, you risk missing out on critical conclusions and information from your clients about their progress. You may unintentionally begin to place clients in that fictitious one-size-fits-all box. Therefore, try to listen carefully and let them ask questions. You should leave your clients to come up with solutions using their skills and knowledge.
Image source: John Mattone Global
Implement the GROW Model
Goals, Reality, Options, and Will are the acronyms for the GROW approach. Knowing what goals your client wants to achieve is the first step in the GROW model. While this may appear straightforward, coaches must verify that the goals set by their clients are achievable and acceptable. The second step is reality, and the coach’s duty, in this case, is to assist the client in beginning a process of self-evaluation to identify the obstacles that are preventing them from reaching these goals.
Options are the third stage of the model. Once the client has identified the problems in their life, a coach can assist them in overcoming them by suggesting useful options and ideas. The last and final stage is the will of the client to try and accomplish their goals. Here, the role of the coach is to assist the client in coming up with practical actions to turn their aspirations into reality.
Final thoughts
What ultimately distinguishes a quality coach with high customer retention rates from one whose clients do not return for further sessions is the client experience approach. So providing excellent customer service should be your main goal. Both your company and clients will benefit from it. Always be honest with your clients, let them speak, and ask for their feedback. This is the most effective strategy to improve future client experiences.
