Happy Clients Newsletter

Are you catching the hidden signals of unhappiness that your best clients are sending you?

It is not as if they do not want to tell you. They do! It is just that they cannot: too pressed for time, dealing with more urgent matters, do not know how to tell you, decide not to tell you because it is “not that big of a deal” . . . Yet!

Or what if they are telling you, and for some reason you are not getting the message. Not because you do not want to know what your clients are telling you. Maybe you just are not speaking the same language. Maybe you have different ways of responding to and addressing “smaller” problems. Maybe you are eagerly focused on the problem you were hired to do. You are working on the "big" job.

But just outside of your notice, those hidden, subtle signals of unhappiness are being sent to you from your clients. And those signals go unanswered. And that can grow into big trouble!

But, we are not talking about your clients, are we? You work hard to retain your best clients. You are keeping your best clients happy. You are keeping them happy, aren’t you?

Are You Sure Your Clients Are Happy?

In a recent Bain & Company study, 80% of companies surveyed believed they provided superior customer service. When the customers of those same companies were surveyed, only 8% agreed!

You Know What Clients Do When They Receive Less Than Superior Service; Don’t You?

Over two-thirds of clients who stop doing business with a company do so because they perceive the company as indifferent. Only four percent of unhappy clients will ever share their concerns with you.

  • When you lose a good client, you lose income.
  • When you lose a good client, your replacement costs can be six to eight times greater then keeping the client.
  • When you lose a good client, you suffer a loss of good will. Unhappy clients will share their unpleasant experience of your company with an average of 10 other individuals. These individuals can be your current or potential clients!

Happy clients do not leave! Clients do not leave companies that meet their needs and exceed their expectations.

Would you like to learn how to decode your client’s behavior, so that you know how to keep them happy? Click here to subscribe to the Happy Clients newsletter.

What is an Advisory Professional?

Advisory professionals enjoy a more intimate relationship with their clients. Rather, than one-to-many, your relationship is one-to-one. Advisory professionals may practice their craft in the law, accounting, consulting, marketing, and other fields. Are you an advisory professional?

If . . .

  • you have significant strategic influence on your client's business operations;
  • your work requires a high degree of mutual trust; and
  • your relationship with your client is best when it is collaborative

. . . you are an advisory professional.

Is this how you work with clients? If so, the Happy Clients Newsletter can benefit you.

What Can the Happy Clients Newsletter Do For You?

Keeping your clients happier is a whole lot easier when you understand what they are thinking and feeling. Why do they need your service in the first place? What is going on for them when they pick up the phone and call you? What do they experience from your company when they do call?

Relationships are made and broken on decisions. Decisions that you make. Decisions that your client makes. Making the right decisions is so much easier when you have the right information. Better information makes for better decisions.

The Happy Clients Newsletter is written to help you correctly interpret your client’s behavior and help you make the best decisions for your clients and for your business. And, it is absolutely free!

Could you use a newsletter that helps you collect better information to make better decisions? The kind of decisions that will keep your clients happy. Click here to subscribe to the Happy Clients newsletter.

The Purpose Behind The Happy Clients Newsletter

I have searched the Internet and have yet to find an online newsletter devoted to helping you, the advisory professional, decode the needs of your clients.

Sure there are plenty of customer service resources out there. But, the depth of your relationship with your client is a completely different dynamic. Instead of one-to-many, as in millions, your dynamic is one-to-one. That changes everything! The foundational belief behind Happy Clients is that a client is someone under your care, protection, and guidance.

Your clients might not be able to articulate this concept, but deep down, they get it! Your business serves the needs of your clients. As such, the value that you provide your client has a substantial influence on your client's ability to serve their clients and customers. This level of intimacy and influence comes with an important condition.

You should not be working with just any client.

I’m sure you have heard the maxim, “The customer is always right.” But that does not mean that every customer is right for every business. As an advisory professional you have unique talents and skills, and you provide a unique service. Some clients can benefit from that service. Some clients, for whatever reason, cannot. Some of the clients who can benefit from your service will be a good fit for you. Some, perhaps many, will not.

Disagree? Apparently, you are not alone. Not long ago, I was speaking with Greg in Maryland. Greg was telling me how none of his clients understand the difference between good clients and bad clients. They just have clients. Want to know what business Greg was in? He represented business owners looking to sell their businesses!

If they had better clients—Happy Clients—they wouldn't be selling their businesses!

Happy Clients simply make doing business much more fulfilling. So, every two weeks you will get the best information on retaining clients, selecting clients, and managing clients, all designed to help improve your decision-making. Better information leads to better decisions.

Do you think happier clients would make doing business more fulfilling? Would you like to learn how to decode your client’s behavior, so that you know how to keep them happy? Click here to subscribe to the Happy Clients newsletter.

Why on Earth Would I Offer Happy Clients For Free?

First, I have been very fortunate to work with some terrific people. I have learned that to the extent in which we serve our clients in excellence, they serve others in excellence.

Let me demonstrate this with a short personal story. I have walked into many situations throughout my career to correct service problems. In one instance, I came into a situation in a company to correct service problems and once the repairs were complete, I continued to work on the project.

One day, I got a call from one of the divisions that we supported. They were able to achieve an important production milestone for the very first time. They credited us for helping them do it! I actually thought this strange since we didn’t have what I thought was a significant amount of influence on their operations, but all the same I thanked them for the compliment and offered my congratulations.

A short time later, the unit I worked under achieved ISO certification on the very first audit. This is extremely rare. The quality assurance manager in charge told me that before I came aboard, 80% of his time was consumed by correcting the service lapses my project was committing. He also told me that if he still had the burden of correcting my project’s errors, he never would have been able to successfully focus his attention on the ISO audit.

I kept hearing similar anecdotes. Soon, I started getting a few “atta-boys.” Then came a few service awards. Then a promotion, and then another. You might think I felt proud of myself. You might think I might have developed a swelled head. But, I never had that experience.

This wasn’t the first time I had corrected service problems. I have been doing it for years. I know how to do it and I know in my heart I know how to do it.

What really hit home for me was the value that I could have on those I serve. If I can perform my job well enough, I could actually increase the value of my client’s efforts!

Somehow, I was able to completely remove a worry from my client’s field of concern. With their worry or burden removed, they were able to devote their energies in a way that allowed them to achieve extraordinary things. My clients and my quality assurance manager always had the talent. All I did was lighten the load for them.

It really opened my eyes! Each one of us can have a profound impact on our clients. This impact can be passed on throughout the business community. Having experienced this in a highly tangible way, I can see that when any of us can sharpen the focus of our efforts for the benefit of our clients, everyone benefits.

Does this sound altruistic to you? It is, but only in part. Which leads me to the second reason Happy Clients is free.

Second, I don’t like to receive poor service any more than you. The more that I can spread the gospel about taking good care of your clients, the more that you and I can raise the bar of appropriate client service for us, our clients, and eventually everyone else.

Every time I call a vendor and experience their serpentine voice mail system, or their “just get off the phone” answers to my questions, or a general lack of interest in solving my problem, I know that many companies just haven’t had their eyes opened yet. Making Happy Clients free makes it easier to spread the word.

Third, as I mentioned, I know how to repair service problems. I know it and so do my clients.

“Jeff's performance has been outstanding. He has been a significant factor in the success of our projects. . . I am particularly delighted with the satisfaction our clients have expressed in the projects Jeff has been involved in. (Our) unit was performing well below our customer's expectations; frequently committing errors and failing to deliver product timely. (With Jeff’s help) the unit has had a complete turnaround. No delivery has been late, and our accuracy rate is well above 99%. Jeff's efforts have helped to build a high degree of trust."
Jon W., Manager, Client Confidential

I’d like to share Jon’s last name and company with you, but the Fortune 50 company (Yes I do mean 50! That is NOT a typo) he works for doesn’t want you to know how poorly they performed before I came aboard.

Sure, there are a lot of newsletters out there. You can’t read them all. But, the five minutes you spend reading Happy Clients every two weeks can make a huge difference.

“The last thing I needed was another email newsletter. But when I read Happy Clients for the first time, it was both entertaining and educational. When I read it the second time, I realized not only was I learning something, but I was going to actually apply the information in my business. Today, it is one of 3 email newsletters I actively look for and read on a semi-monthly basis.”
Silvia Quintanilla, Principal
Industry Gems Research & Consulting

 

Would you like to learn how to identify and remove a heavy burden for your clients? Would you like to become indispensable to your clients? Click here to subscribe to the Happy Clients newsletter.

Why Should You Subscribe to Happy Clients?

Reason 1: No pop-ups, no Google ads, no pitches for lame products. I would never recommend a product to you that I hadn’t tried out for myself and experienced a profound difference. And I wouldn’t pitch a product if I didn’t think that it wouldn’t be valuable to you. How else can I protect you, my client? How else could I keep you, my client, happy?

Reason 2: Highly valuable information every two weeks! You can read the testimonials, but better to prove it to yourself.

Look, I’m not here to please everybody. Just as you can’t serve every client, neither can I. I intend to make you think. I expect that you will be interested in what makes your clients tick. And I expect that you will care enough about your clients to use what you learn to care, protect, and guide them.

Is Happy Clients your cup of tea? There are 25 articles available for you to peruse and answer that question for yourself. Articles that help you retain clients, select clients, manage clients, and improve your strategic decision making.

Reason 3: Only 25 articles are available for public viewing. The rest are hidden from view. You will receive the hidden link to each article in an email every two weeks. Without the newsletter, you won’t find the new articles. No password. No easy URLs to decode. If you don’t sign up for the newsletter, you will miss out.

And if those three reasons are not enough, subscribe to Happy Clients and receive a special bonus!

A Powerful New e-book

If you have ever received a call from an angry client, this is the book for you. Recover Unhappy Clients provides valuable information that will help you transform angry clients into loyal clients. You can turn around an angry client! You can pre-empt clients from getting angry in the first place! This book will show you how. And it is yours. Completely FREE, by signing up for Happy Clients!

Get the Free e-book Now!

Does That Mean I Will Never Sell You Anything?

Even I have to pay the mortgage and put food on the table. However just as your client is someone under your protection, as a Happy Clients subscriber, you are under my protection. I will never send you a sales piece! Don’t like them. Won’t read them!

Better than 90% of each email I send you will be completely free newsletter content designed to make a meaningful difference in your business. From time to time, I’ll let you know about a new product or service with a link to more information. The new product or service will also be designed to make a meaningful difference in your business. I'll give you a link that will lead you to more information. Click the link, I’ll tell you more. Not interested, no problem!

Check It Out

Go ahead and look around. Peruse a few articles. If you like what you see, subscribe and you will see Happy Clients in your inbox every two weeks. If this isn’t your cup of tea, I wish you well.

Ready to sign up for Happy Clients and receive your free e-book, Recover Unhappy Clients? Click here.

And as we say here at Happy Clients,

Happy Client Retaining,

With my most important client

Jeff Simon, Chief Client Behavior Decoder 8->

P. S. Are you still unsure about signing up for the Happy Clients newsletter? Are you a little pressed for time and need an answer to a specific question? Anything about this site bother you, even a little bit. Drop me a line. I’d love to hear from you.