- Our outstanding feedback
- More great feedback
I think for us the biggest thing that stood out was how useful it was to do the exercise; often we get some good feedback from our clients and we always ask them to do feedback forms, so we're used to getting good feedback, but it was good to get some things to improve on as well because that's the feedback people often don't give on a normal feedback form; they'll give the good bits but rarely the stuff to do better so that's useful for us. One of the biggest changes we made was to make me take on the role of Client Services. Before we were trying to get feedback from clients but there was no one person responsible for doing that; off the back of that feedback we restructured the business and made sure that all of our clients would get a quarterly review, and that they were made aware that, off the back of their feedback, we would be making changes to ensure they receive an even better service. If we do it again Enquir3 will be the only ones we'd go to.
ReplyEmma, thank you for your extremely positive feedback.
Job Title:Head of Growth & Client Services
Service(s) Provided: Client Engagement Audit, Customer Care Programme, Marketing & Sales, Client Engagement
Working with Enquir3 has proved invaluable to the development and strengthening of our ongoing client relationships. The ‘client engagement’ process we adopted with the support of Enquir3 has delivered significant value and opened up new service opportunities with our clients. Independent feedback is essential to us, we need to know where we have exceeded expectation and more importantly where there is any potential to improve. To know that 100% of our clients would recommend us and that we have a 98% overall satisfaction score boosts our confidence when prospecting and supported us in winning the Brilliance Award for Customer Service. Evidence that we are doing a great job and feeding this back into the team have proved hugely beneficial in our internal communications. Throughout our relationship the Enquir3 team has been supportive in offering ideas and guidance and consistently demonstrated the ability to engage with our clients in a professional way. I would recommend Enquir3 to other professional service providers, I would say this is essential for those who are seeking to genuinely demonstrate a desire to work in a long term relationship with their clients
Job Title:Managing Director
Service(s) Provided: Client Engagement Audit, Customer Care Programme
We at EDC were looking to gain some customer feedback as we are growing and wanted to understand where we are situated in the customers mindset. We required honest feedback that would allow us to take a step back and review and recalculate to go forward and further. Equir3 were recommended to us by one of our mentors at Quantum and we haven’t regretted this in the slightest. From the initial introductory call to the follow up call, Daniel was very knowledgeable, courteous, and professional. Niki was also very efficient and thorough in her correspondence and consistent information. We would rate the process 5 out of 5 as we were inexperienced to collating this type of data and Enquir3 made this a very comprehensive and easy project. We were given the itinerary and the process involved and all the parts both we and Enquir3 play. We were given the verbiage to contact our clients in advance of being contacted by Enquir3. Our clients were contacted in a timely fashion and were given the time to speak through our Delivery, Value for Money, our ability to help, our communication and any improvements they would suggest. This gave our clients the time to speak openly and honestly to Enquir3 and gather important feedback for us which has proved invaluable. We would not have gained this insight without Enquir3 and with the weekly updates we were always kept informed. We orchestrated follow up calls with the clients to discuss the feedback and, on many occasions mentioned Jo and how polite, considerate, and professional she was to speak to. The level of communication is remarkable and such a unique opportunity for us to seek this important feedback so we could only rate this 10/10. We look forward to working with Enquir3 again and know we are in good hands.
Name:Client details withheld
Job Title:Executive Assistant
Service(s) Provided: Client Engagement Audit
Thanks once again for an excellent presentation to our members this morning on Client Engagement. We have been running this club for 20 years and it is always good to see members hanging on your every word - I have had several requests for the slides as an aide-memoir - so well done and thank you .
Company:X5 Chartered Accountants
Service(s) Provided: Client Engagement Audit, Webinars / Workshops
The session was insightful, it did provoke thought on how we relate and communicate with our customers. I took away information which I have now acted on. I am very pleased I attended the session and recommend it.
Job Title:Sales Director
I think the value for us is the fact that we've been able to quantify the value of work that we're delivering, and also get some completely independent, unfettered feedback, so we get some home truths that perhaps wouldn't be delivered to us directly. This has meant that we've been able to put some of those snippets of information into awards that we've entered for customer service, and we won the Brilliance Award for Customer Service,and we were able to use quite a lot of data collected by Enquir3 to do that. We've also been able to feed back to our team about how we're doing as a business and how people feel about the service we provide, and the service of team members, so it's been valuable for internal communication, reassured us where we were doing well, as well as highlighted any problems arising that we weren't fully aware of, and also a bit of a wake up where there were niggles we weren't aware of. We also hoped it might highlight opportunities which we haven't had as much, but it's helped us see where we can do better with our client relationships and what we can do to help them.
Service(s) Provided: Client Engagement
The service provided by Enquir3 was open, friendly, quick and well described. I've got some good testimonials, reassured myself that customers I thought were happy are happy, and I know I can use those testimonials to good advantage going forwards. I really like the video Enquir3 produced and would like to use it on my website and marketing. I was impressed by the speed with which this was carried out, and the professional approach and results. I would be happy to use Enquir3's services again in the future.
Service(s) Provided: Client Engagement Audit, Client Engagement
Good communication on progress throughout - very clear summaries to understand the feedback received
Name:Client details withheld
Service(s) Provided: Client Engagement
It's all very good. Enquir3 are very personable, and understanding with great attention to what our requirements were . We were confident that the project would be managed effectively so that we would be able to get the results that we require. Now we have a thorough understanding of what our customers think about stuff and we're able to use that data effectively for the benefit of the business. We are segmenting down our customers into bronze, silver and gold categories so that we can start to invest in our existing customer base as well as new business. It's all excellent. I can't fault it.
ReplyJo, many thanks for your extremely supportive feedback and comments on the overall Enquir3 process. We look forward to supporting you as you continue to develop your client engagement strategy.
Job Title:Marketing Manager
Company:SMARTech energy Ltd
For me it was very quick and efficient. I now have a good idea of what customers think and if there were any issues I would be notified so I could take corrective measures.
Service(s) Provided: Client Engagement, Marketing & Sales
The Enquir3 Introductory Seminar provided above all, a tremendous volume of content. There was a very good crowd of people, with lots of hints, tips and giveaways that were very useful. The process is common sense and not highly technical, but it's very unlikely to happen unless it's outsourced to Enquir3. The content was all about Reputation Management and Social Proof. As my business is all about content planning, it was a perfect fit, so it was great to take part in a workshop and come away already knowing who I was going to introduce it to. My first client pilot is due to start next week, and with two more pilots in discussion too, I look forward to seeing the results.
A very professional, systematic, structured approach. Focused on real businesses in the real world… …I Would highly recommend attendance for any Director wanting to improve any aspect of their business. We all learn something every day but this was a real Education!
Interesting and informative. Made you look at the bigger picture and identify client's needs. Made me realise how diverse our company is and the wide range of services we can offer. Also, helped us think 'outside the box' and a great insight into our business structure with a fresh approach. Hopefully this will improve our business and inspire us moving forward. Definitely recommend service!
Service(s) Provided: So What? Workshop
I found the session very interesting. We all know the promises we make to our clients and the types of clients we appeal to, but it was an eye opener actually 'seeing' it! It made me really realise just how much we do and how diverse a service we can offer. It has helped me understand the business more fully. Also seeing the differences between priorities depending on company status. Would recommend.
Service(s) Provided: So What? Workshop
The Enquir3 Introductory Seminar taught me more about the whole process. It is not new to me, but has progressed hugely since the last time we spoke. It was good to meet the other participants and I am looking forward to becoming more involved and recommending this to clients and other Business Advisors.
The best aspect of the Enquir3 Introductory Seminar was understanding the speed, affordability and power of the initial process, which leads to continuous strategic involvement with potential new clients. This is an extremely well organised session that really delivers on the objections that were set for it. I have several clients that I will be introducing this to immediately and I will now be focusing on the Enquir3 processes as an integral part of my business.
The Enquir3 6 Step Workshop was overall a very good day. I shall be recommending this workshop to my network of Business Advisors and the programme to my select number of clients.
What was most apparent for me about the Enquir3 6 Step Workshop was the growing interest from other Business Advisors, the clarity of the proposition and the potential it offers me, in terms of income.
The one thing that stood out the most for me was how great the So What? Workshop worked as a team building exercise, I hadn't expected that. It was also fantastic to discover how much our team really know about the business. The 'Who do you sell to?' part of the process really helped us to clarify and agree on our key focus areas of Wellbeing, (Hair, Health, and Beauty) and Professional Services, for example, Legal Practices, the first is easier to sell to but very demanding, Law Firm are harder to sell to but they are easier to support. The team also concluded that 'Outbound' services is an area we really need to focus on and develop.
Service(s) Provided: Webinars / Workshops, So What? Workshop
The event was a good event. Very informative and displayed the value that the feedback and customer referral package offers. Great value for money.