1. Can I call you if I have a question?
All plans and questions are completed via email, but I am prompt in my email responses!
2. When are your working hours?
My working hours are 8 to 5, Monday through Friday.
3. If I need help with designing my client experience, but it doesn’t fit exactly into your package, can you still help me?
I’m here to help you and your business. So, I’ll do whatever I can to make that happen!
4. What if I don’t see any results?
Once you implement the recommended changes, results may not be immediate, and sometimes they may. I would give it at least two months after you have implemented the changes to see results. If you still don’t see results, let me know. We can discuss what might be happening and possible adaptations to make. If you’re still not happy, I’ll be happy to give you a refund.
5.Will I have any financial difference in my company as a result of the customer experience plan?
There may or may not be any financial difference. That’s really up to what you decide. If you feel after implementing the changes that you’re able to charge more for your services, then that’s certainly an option. There may also be more referrals or offers for bigger projects. However, unfortunately I can’t guarantee that there will be any financial gain. But if you’re not happy with your results, let me know and I will refund your money for up to 6 months after you receive your plan if you have made a good faith effort to fully implement your plan recommendations.
6. I have people that work for me, how can I get them to implement this?
I’ll ask that in the questionnaire you’ll receive after you purchase and will give you direction on how to advise your staff to make the changes.
7.Will you give me advice about any documents that my customers see?
I am happy to look at any typical documents that you show your customers to give you ideas on how to make it more clear and concise. However, I can’t give you legal advice on your contract or other materials.
8. Do I have to send my customers the survey?
Nope! That’s entirely up to you. Some people love to hear what their customers say and others feel uncomfortable sending their customers a survey. It’s what you feel comfortable with.
9. Will you contact my clients directly?
Nope! The only time your customers will possibly be involved is with the survey. And if that’s something that you would like to do, you will email it to them.
10. Can I see a sample of the advice you give?
Absolutely. Just email me here and I’ll be happy to send it to you.
11. If I have a one –off question about a situation, what do I do?
If you have a one-off question before you’ve purchased, email me and I’ll see if I can answer it via my weekly blog posts so everyone can benefit. If you have a one-off question after you’ve purchased, email me and I’ll do my best to answer it. If it’s a rather involved question, I might be able to create a custom package for you so we can create the proper solution for you.
12. What if I have multiple services that I offer to people?
Then what we’ll do is have you fill out the questionnaire for your most frequently sold service. The advice usually translates fairly easily from one service to the next. But, if you’d like specific advice for each service, let me know and we can set up a custom package.
13. Do I have to tell clients that I’m working with you when I send out the survey?
Nope! That’s entirely up to you.
14. How long does it take to implement your feedback?
That depends on how fast you want to go. But, I recommend that you implement them soon after you receive the feedback so that everything is fresh in your mind. And to make sure that you are able to implement everything before the 6 month guaranteed satisfaction is over.
15. Who should fill this out? Myself or my staff person who deals with customer issues?
This is up to you, but I would recommend that if you have staff that deal with customer issues, getting their feedback is essential. Sometimes they solve the smaller problems that they never bother you with and thus have an important perspective. And as the owner, you certainly should be involved in completing the questionnaire as well – as you will most likely provide an entirely different perspective.
16. Will making the recommended changes cost me?
It’s possible. It just depends on the recommendations and how you run your business. I may suggest website updates, document updates, etc. which depending on if you’ve hired someone to do those things for you, may cost you. But overall, the costs involved with implementing changes will usually be fairly minimal.