8. Seeing your business from your client's perspective with Kim Wensel

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Do you know your brand’s true reputation – the good, the bad, and the ugly? How do you get that information? And why does it even matter?

In today’s episode, India and Kim Wensel, CEO of Pattern of Purpose, take a look at how to get authentic feedback from clients so you can view your brand as your clients and potential clients do. Join us as we talk about assessing your brand’s reputation, including incorporating client and competitor viewpoints, and how that can improve your messaging to reach your target audience more effectively. We conclude by discussing how to apply this information to your business.

[00:51:20] “People like sharing their experience, especially when it’s been a positive one. If you have positive relationships with your clients and customers, just trust that they want to help you. Sometimes that means getting real with you on things that they want to see change.”

Consider / Ask yourself/ Takeaways

Are you using your social media presence to reinforce your expertise and the message that you want to those who don’t yet know you?
What do people feel and think when they come across you, no matter the source?
Use a third party to research both customer feedback and competitors to get a complete picture of your brand’s reputation.

Your Action For This Episode

Audit your company’s reputation.
Keep your website up to date, even in the busy season. Have a place that you can send people that clearly explains what you do, who you do it for, and the value of it.
Track feedback from clients along the way, starting with the onboarding process. This includes taking notes when someone makes an inquiry and noticing what language they are using during the inquiry process.
Keep your process simple. Find a system that works and do that again and again.
Be curious without being fearful. You can make small changes without blowing up your business.

Quotes

[00:09:28] I feel very strongly that your online presence does reflect the quality of your work, whether you want to believe that or not.

[00:13:19] The same way that you are online is the same way that you are in person…That’s what we’re all looking for in authenticity, right? That word gets thrown around so much, but what it really means is no matter where you find me, you’re going to get me.

[00:16:06] Over 80% of consumers are searching online for local businesses every week, and that rises to over 90% for 18 to 34 year olds.

[00:26:37] Typically, when small businesses are sending out a survey, what I see is they’re actually sending out a request for testimonials. Testimonials and feedback are two different requests.

[00:41:34] How often do we think what is the most simplistic approach that’s going to get me the result that I want? It’s just not natural for most of us in our culture that tells us you have to be innovative to be valuable.

[00:42:51] It’s so important for going back to what we were saying before – doing that customer research because you can be building a foundation in your business on something that doesn’t actually resonate with your ideal client.

[00:46:51] I think that curiosity is incredibly important, and I think it leaves us in a place where we’re open-minded.