How to get client testimonials...automatically
Did you know that 85% of people trust an online review as much as a personal recommendation from a friend? That 67% of purchasing decisions are influenced by the online reviews of that product or service?
If you're not asking for reviews and testimonials from your clients, then you are leaving money on the table. You could also be missing the opportunity to work with your ideal client!
This is a process that you need to have in your business.
So today I'm sharing my process for getting killer testimonials from your clients. And I'm sure it comes as no surprise that it's pretty much completely automated
If you wait until you need testimonials for a sales page or website update, then you may find you're too late. The best time for feedback from your client is right after you've finished working with them.
There are lots of ways that you can go about doing this...sending them an email or text, asking them over the phone...
My preferred way is via feedback form that is sent in an email from my CRM.
This is how the process rolls out:
A project has come to an end, so I add a tag to the client in my CRM.
That tag then kicks off an automation that sends an email to the client. The email thanks them for working with me and asks them to take a few minutes to complete my feedback form. I also let them know that I'd be doubly grateful if they'd pop a review on my Facebook page. I include the link to my page for easy access.
I recommend Typeform for survey forms. But if you're using a CRM like Infusionsoft, you could use an internal form for feedback. What you want though, is an easy option for people to let you know what they loved about working with you. What the journey with you was like. And to leave some final thoughts that will encourage others to follow suit.
When designing your form, be sure to include questions that guide them to give real feedback on what it's like to work with you.
Of course, we want glowing recommendations. But it's important to ask them about areas that can be improved. Where they might have thought something was missing, or what could be added to a program or service to give more value. This information is absolute gold for your business. It should guide you in your continuous improvement. You can ALWAYS improve on what you've got in place.
Here are some questions you could ask:
- On a scale of one (very unhappy) to ten (totally ecstatic), how happy are you with the service you received from [business]
- Were your expectations met, exceeded, unmet?
- Was there any part of the [program/service] that was missing for you?
- What would you change about your experience with me?
- How has the program/service changed your business/your life?
- What was your favourite thing about the program/service?
- What was your least favourite thing about the program/service?
- How likely would you be to recommend my program/service to a friend?
Don't forget to leave a spot for them to give you a testimonial. And be sure to ask them if they permit you to share that testimonial. This is also the spot that I ask them if they'd be happy to leave a review on my Facebook page.
Once someone completes the form, I've got a zap that triggers in the background. It grabs all the details from the form and creates a new card on my testimonials board in Trello.
If you're not sure what I'm talking about here, jump over to my blog post, Zapier Makes Me Happier. You'll find out all the goss on this amazing automation tool that can make your business and life so much easier.
If you're not familiar with Trello...you need to be! It's a pretty amazing organisational tool. It has some amazing functionality to make things more organised and automated. Trello and Zapier are a powerhouse couple, and I can't recommend them enough!
It's important that you take the time to read through every form you receive. Don't skip to the review or look at what they've put on Facebook. If you're asking the right questions, you're going to find so much gold inside every one of these surveys. Gold that will help you expand your business, programs and services, making them even more amazing for future clients.
I've got another zap happening in the background of this process that adds a tag to my client's profile once the form is complete.
This tag triggers an email that thanks them for taking the time to complete the survey and lets them know what my referral incentives are.
Word of mouth is my biggest source of traffic. It's important to me that I nurture that. I want my clients to have a great experience with me, and share that experience with others. I want to thank them for sharing with others by offering them a VIP discount...
From here they go into a follow-up nurture sequence that's specific to the program or service they've worked with me on.
I encourage you to think about how you can continue to nurture and support that relationship you've built with your clients. Even when they're no longer working with you.
Raving fans will keep coming back! So if you're after-service experience is as amazing as the in-service experience, you'll be front of mind when they need those services again.
And then it's time to share those testimonials.
Don't be shy about putting them out there for people to see...and not only on the testimonials page of your website.
Include them anywhere you know people are likely to look into your services. On your FAQ's page, sales page, contact form, order forms!
You can make some great testimonial graphics using canva...
Take a screenshot of any facebook reviews...
Copy the content into emails, use them for case studies...
You get the point right!
Be sure to share them...everywhere
So if you don't already have an 'offboarding' process in place, add it to your 'to-do' list...you won't regret it.
If you've already got one, I'd love to know what your process is...share it with me in the comments below.
**for full transparency, there is an affiliate link in this blog. If you signup to Trello (even free plan) using the link above, I get an incentive from Trello.