How can a bad client experience ultimately help your company grow?
On Catapult Your Business, we help catapult business owners one question at a time. In this episode, Casey Clark is joined by Sarah Jansen, Director of Partnerships at Cultivate Advisors, to discuss how a bad client experience can actually help a company grow.
We have all had this experience. Throughout the episode, they emphasize the importance of viewing bad client experiences as opportunities for growth and building trust. Casey highlights the four “I”s approach: Investigate, Impact, Implement, and Increase, to effectively handle and resolve issues. And Sarah stresses the significance of offering options and seeking additional opportunities to upsell during the resolution process.
The episode concludes with the advice to turn these experiences into case studies, internally learn from them, and ask for reviews to build trust and credibility.
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