FEEDBACK WINS!! Do You Send Clients a Survey to Improve Retention?

My stance on those is the "happy message" after a job is complete is the best report card. Before you send an invoice, ask them how everything went? If they say something like "ok" or anything but it went amazing, legitimately ask if there's something you can do better. That will do more to actually move the needle in your business than an arbitrary number. 

Also, some people won't leave google reviews because they already gave you 5 stars on your internal survey.

What we do, is we have an automation through Go High Level, that asks them to rate us on a scale of 1-5 stars, if they click anything less than 5, it sends us a notification to reach out right away. If they give 5, it automatically sends them to our google business page to leave a review. 

I think getting feedback from clients is one of the best ways to improve retention. Sometimes we assume we’re doing a great job, but the customer may see things differently. A simple survey or check-in can show clients that you actually value their opinion and are willing to improve.

I also think retention comes down to the small things — communication, consistency, keeping promises, and making customers feel appreciated. People remember how a business makes them feel, not just the service they received.A quarterly survey is a great idea because it gives you a chance to fix issues before they become reasons for a customer to leave.

Hey tsblades2015, love that you brought this up! Focusing heavily on retention is what separates the businesses that constantly scramble for leads from those that build a bulletproof, loyal client base.

​As a Jobber coach, here is my take on how to build a killer "Report Card" strategy without burning out your clients:

• ​Ditch the quarterly calendar: For property maintenance, quarterly emails quickly turn into spam. Instead, leverage your CRM automation to tie surveys to milestones—like triggering a quick feedback request automatically right after a job is marked closed, or once a year for recurring contract clients.
• ​Keep it to 3 questions: To get high response rates, keep it frictionless. Ask for a 1-10 quality rating, one thing you could have done better, and if they would recommend you to a neighbor.
• ​Don't ignore the walkthrough: The absolute fastest report card is asking, "Does everything look exactly the way you wanted it to?" in person right before you hit "collect payment" or send the invoice.

​Feedback only works if you act on it. If a client gives you an 8/10, call them to find out how to earn that 10 next time. That level of proactive care locks in clients for life.

I don't send a survey but I do send a link for reviews on whatever medium the lead came from. And pretty much always a Google review link.

We kind of do that. We send monthly news letters for our clients for business related items and info on other companies we work with in town to keep us fresh in their mind.