Every quarter at Freedom Makers, we have a staff meeting to discuss a myriad of items. One item that Laura asks us to prep for the meeting is a ranking of what we think is most important for the company in the upcoming quarter. Her list includes 7 areas ranging from ‘Operations and Efficiencies’ to ‘Client Experience.’ As the newest member to the Freedom Makers team and as the Success Manager who works with both clients and Freedom Makers, I always find myself placing Client Experience at the top of my list.
For example with Freedom Makers clients, we ensure that they are fully satisfied with the performance of their Freedom Maker. Through each step of initial onboarding, we guide them as they learn about the qualified Freedom Makers that are the best fit their task list. When it comes time to ultimately choose the right Freedom Maker, we support clients through our “Kick off Trainings” (KOT). In our KOTs, we do a structured Zoom meeting with a Freedom Makers representative, the Freedom Maker and the client. An outline guides the discussion of expectations on both sides. It is our goal to see that all of the client’s questions are answered and they feel confident starting with their Freedom Maker. It’s the seamless relationship we help create that supports in achieving the client’s peace of mind, giving them back the time to take care of other duties and focus on their mission.
As the new Success Manager, I am here to oversee the clients’ engagement with their Freedom Maker ensuring that the work being done is of the highest standards. It’s great to be able to foster a partnership between our clients and Freedom Makers. The process of ensuring a strong client experience does not end at the KOT, but continues with periodic checks-ins with both the client and the Freedom Maker to ensure communication is strong and work is being performed to the client’s satisfaction.
Freedom Makers’ mission is to support military spouses and their families by creating a path to stable, uninterrupted employment and income. They can provide any of the following services and many more!
In the end, however, the only way Freedom Maker’s mission works is if we keep the client experience in focus. We must always keep it in the forefront, continuing to improve so that we can grow and serve more clients in the future.
I encourage you to look at your business. Who is your client? What have your done for them lately? Are they at the center of your business decisions? Could you use help in handing off some tasks so that you can provide a stronger client experience? Contact Freedom Makers today for a conversation to see how a Freedom Maker could enhance your clients’ experience.