Each F.A.R. (Feedback And Reputation) Report needs to deliver good ideas and easy to use marketing tools.
When we learn WHY the customers/clients of a client are more loyal, that is valuable. Our client can then make sure those methods are consistently used.
Getting above average results is the goal. Here are some ways the insights learned are used.
| Finding | Insight |
| Clients felt more valued when their service provider remembered small personal details about their business or past projects. | Personalized follow-ups and proactive recommendations improve long-term retention. |
| Many clients reported that service providers were enthusiastic in the sales process but became unresponsive after securing the contract. | A structured post-sale communication plan (e.g., check-in emails or milestone updates) significantly impacts client satisfaction. |
| Clients often referred service providers not based on major successes but on small, consistent positive experiences (e.g., quick email responses, problem-solving attitude). | Agencies and service providers should track and leverage micro-moments of client delight, not just big project wins. |
| Clients who understood exactly what they were paying for were more likely to refer the company, even if the price was high. | Detailed breakdowns of costs, even in premium-priced services, increase perceived fairness and trust. |
| Many business clients preferred to pay extra for services that saved them time, particularly in accounting, consulting, and legal services. | Messaging around ‘time saved’ rather than ‘cost savings’ resonates more with high-value clients. |
