Sophie had always been passionate about helping people lead healthier lives through nutrition. Her nutritionist business had grown steadily over the years, with a turnover of £1.3 million. While her clients were loyal, Sophie noticed something—her growth had plateaued. New clients weren’t signing up as frequently, and she wasn’t sure why.
One day, during a consultation, a long-time client mentioned how much they appreciated Sophie’s advice but wished there was an easier way to track their progress between sessions. That simple comment sparked an idea. Sophie realised she had a valuable resource right in front of her—customer feedback. By tapping into her clients’ needs and suggestions, she could improve her services and drive business growth.
Here’s how Sophie used customer feedback to take her nutritionist business to the next level, and how you can do the same.
Listening to What Your Customers Really Want
Sophie’s journey started with a simple realisation: her clients were the best source of insight into what was working and what wasn’t. She began asking them directly for feedback, not just about her consultations but about their overall experience with her business. From the booking process to follow-up, Sophie wanted to know how she could make their lives easier.
One client mentioned how they found it hard to stick to their nutrition plan because they kept losing the printed materials Sophie handed out. Another said they felt unsure about what to do between sessions. Rather than taking this as criticism, Sophie saw it as an opportunity to make meaningful changes.
She decided to develop an app that would allow clients to track their meals, get reminders about their nutrition goals, and access all their personalised plans in one place. It wasn’t an overnight process, but by listening to her clients’ feedback, she identified an area where she could improve—and her clients loved it.
Creating Deeper Connections Through Feedback
Asking for feedback did more than just help Sophie refine her services; it deepened her relationship with her clients. They appreciated that she genuinely wanted to improve and was open to hearing their thoughts. This transparency made her clients feel valued and heard.
One of her regular clients, a local business owner, mentioned that the app made her feel more in control of her health journey, and she started recommending Sophie to her colleagues. By listening to feedback, Sophie not only enhanced her service but also strengthened client loyalty—and word-of-mouth referrals followed naturally.
Using Feedback to Innovate
While feedback helped Sophie improve her existing services, it also sparked new ideas. After hearing several clients mention that they struggled with preparing meals that fit their nutritional plans, Sophie decided to introduce a meal prep workshop. The workshop included practical tips, recipes, and live demonstrations, and it was a hit.
The workshops quickly became a popular add-on service, attracting new clients who were curious about nutrition but hadn’t yet committed to one-on-one consultations. By staying tuned in to her clients' needs, Sophie was able to innovate and offer new services that aligned with what her clients were asking for.
Building a Culture of Continuous Improvement
Sophie didn’t just ask for feedback once and stop there—she made it part of her business culture. After every consultation, she would send a short survey asking clients for their thoughts on the session and any suggestions for improvement. This approach helped her stay connected to her clients’ evolving needs and ensured that her business was always improving.
She even created a quarterly “Client Feedback Day” where clients could attend a session focused entirely on sharing their experiences and ideas for the business. These feedback sessions were informal, and clients appreciated the chance to contribute to shaping the services they used.
Turning Feedback into Growth
By actively listening to her clients and making improvements based on their suggestions, Sophie saw significant growth in her business. The introduction of the app led to increased client retention, as it made following her nutrition plans easier. The meal prep workshops attracted a new audience, boosting her client base.
Her revenue began to climb, and by the end of the following year, Sophie’s turnover had grown by 15%. The best part? The changes she implemented didn’t require huge investments. They were practical adjustments based on her clients’ real needs—things she wouldn’t have known without actively seeking feedback.
Ready to Grow Your Business Through Customer Feedback?
Sophie’s experience shows that listening to your customers and making changes based on their feedback can be a powerful driver of growth. It’s not about spending more on marketing or advertising—it’s about providing the best possible service by understanding your clients’ needs.
If you’re ready to take your business to the next level by leveraging customer feedback, contact Mark A Preston, Customer Growth Coach & Speaker. Mark can help you create a feedback-driven growth plan that resonates with your clients and drives long-term success.
