Episode 53: Why use NPS for staff and clients

Episode 53: Why use NPS for staff and clientsWhat you want is a healthy business. You want the staff to be happy. You want the clients to be happy. And you want all your numbers, your sales profits, and new clients coming through trending upwards.In this episode of The Wize Guys Podcast, Ed Chan and Jamie Johns together with one of the Wize Mentors, Tim Causbrook discusses why it is important to use NPS for staff and clients and how this affects the clients and how will this help with customer satisfaction and service improvement.Timestamps:0:00 - Intro0:35 - Understanding the concept of having the Net Promoter Score (NPS) in your firm2:06 - What is an ethical letter?2:31 - The importance of using NPS for your staff and clients8:54 - How does NPS affect you and the clients 10:28 - What to do if your clients are not happy?12:21 - Tips for managing client expectations13:51 - Some NPS software applications to use14:32 - What is the ideal time to send NPS16:58 - How to take actionQuotations:“We should be embracing continuous improvement because you won’t know what you need to improve unless you ask and get some feedback.” - Ed Chan“Problems in any business happen, it doesn’t matter what business you are, and research has found it’s how you respond to the problem.” - Jamie Johns“You talk to the client and you get a 10, you don't talk to the client, you get a 4. I mean that's really all it is.” - Tim CausbrookUSEFUL LINKS:Download FREE eBook: The Accountant's 7-Hour Workweek PlaybookGET IN TOUCH!Website: www.wizementoring.comFacebook: https://www.facebook.com/wizementoring/Twitter: https://twitter.com/wizementoringLinkedin: https://www.linkedin.com/company/wizementoring/Instagram: https://www.instagram.com/wize.guys/?hl=enEmail: [email protected] the full transcript here.________________  PS: Whenever you’re ready… here are the fastest 4 ways we can help you fix and grow your accounting firm:   1. Download our famous Wize Freedom Map for FREE - Find out the 101 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here 2. Need to hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here 3. Work with Jamie and our mentors for 8 weeks - Build a custom business plan for your firm - Apply here