You are very likely doing a good or even great job for your clients—and that’s terrific! You may also believe they would never fire you.
Your company may even conduct satisfaction surveys to capture “satisfaction scores” as a measure of how things are going. Unfortunately, satisfaction survey scores only look backward. They lull us to sleep instead of motivating us to do more.
In the real world, people’s expectations and desires have evolved significantly. At least 20–30% of “satisfied” clients are actually “loyalty neutral” at any given time.
Before you think, No way, consider that you prove it repeatedly whenever you bring in a new client—while their previous professional and company are left puzzled that their “satisfied” client left them.
The cost of client acquisition is capital-intensive, time-consuming, and requires relentless effort. Consequently, your focus—regardless of your role in the business—should be to turn every “satisfied” client into a delighted advocate.
Delighted advocates tell others, and this powerful word of mouth helps you acquire more clients just like them.
People become delighted when they have an elevated experience at every touchpoint.
If you want to be sure you’re creating delighted advocates, reach out to me to speak at your firm or association’s 2026 kickoff meeting.
Also, several of your colleagues are having me speak with their business-owner clients and prospects when I’m in town, focusing on how to elevate their customers’ experience. These client events typically draw more than 100 prospects and clients.
Reach out to me, and let’s discuss your ideas and upcoming events.
I am here for you.