The Simple Client Experience Question That Turns Buyers Into Lifelong Fans
Establish Yourself® Podcast | Episode 83
Ever had a frustrating customer experience that made you think, I’m never recommending this company to anyone?
That was me recently.
I bought a swim shirt I loved (The Nashie!), but trying to exchange one of my purchases turned into a month-long headache. The return process was confusing, expensive, and far more difficult than I expected.
And yet, just weeks later, I found myself at the pool enthusiastically telling my best friend where she could buy one.
So what changed?
It wasn’t that the company suddenly created a flawless system. The process still has problems.
What changed was how I felt after someone took the time to hear me.
A Client Experience Strategy You May Be Missing
That experience reminded me of something I’ve learned after more than a decade of working with clients: you will never experience your business the same way your clients do.
They can see friction, confusion, assumptions, and opportunities that are sitting squarely in your blind spot.
That’s why one of the most useful client experience strategies I use is also one of the simplest: I intentionally ask clients what could be better.
Yes, that can feel vulnerable. But giving someone space to share honest feedback can help you:
Catch problems you may never notice on your own
Strengthen trust with current and past clients
Improve the systems behind your service
Turn a less-than-perfect experience into a stronger relationship
And sometimes, being heard matters almost as much as having every problem immediately fixed.
Ready to Turn More One-Time Clients Into Lifelong Fans?
In Episode 83 of the Establish Yourself® Podcast, I’m sharing the simple question I ask clients to uncover those blind spots, why I used to be nervous to ask it, and what this swim-shirt saga reminded me about creating loyal advocates.
If you want stronger client relationships without trying to make every part of your business perfect, listen to the full episode.
🎧 Listen to Episode 83: “The Simple Client Question That Turns Buyers Into Lifelong Fans” 👇
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Friday, October 16 @ 7:30pm | Get Your Tickets Here!
