Document real client results and experiences that highlight the tangible benefits of working with Mines Money Masters.
Build Credibility
Strengthen brand reputation through authentic social proof from satisfied clients who have achieved significant financial milestones.
Generate Trust
Create a foundation of trust with prospective clients by showcasing real-world success stories from businesses similar to theirs.
Enhance Marketing
Develop a library of compelling testimonials that can be leveraged across various marketing channels and client communications.
Scope & Boundaries
Start Point
Initiated after a major client milestone is achieved (funding secured, taxes filed successfully, books cleaned up)
Process
Request, collection, verification, and storage of client testimonials using approved templates
End Point
Testimonial received, approved, and saved in designated storage system for future use
This SOP covers timing strategies, communication templates, optional incentives, and tracking procedures. It does not cover the design or publication of testimonials, which is addressed in a separate SOP.
Target Audience
Chief Financial Officer
Responsible for overseeing the testimonial collection process, identifying appropriate timing, and maintaining client relationships. Currently filled by Dexter Crawford, who has deep insight into client satisfaction levels and milestone achievements.
Administrative Support
Will handle the operational aspects of the testimonial process including follow-ups, status tracking, and proper storage of collected testimonials. This position will be filled by a future team member as the company expands.
Both roles are critical to ensuring a consistent, professional approach to testimonial collection that respects client time while maximizing response rates.
Roles & Responsibilities
Clear role definition ensures the testimonial collection process runs smoothly without burdening clients or creating internal confusion about ownership of various tasks.
Essential Tools & Resources
Communication Platforms
Gmail for email testimonial requests
SMS via Nextiva integration for quick responses
Optional AI text capture tools
Organization Systems
Google Drive (dedicated Testimonial folder)
Google Sheets (Testimonial Tracker template)
Permission documentation storage
Optional Resources
Automation platform for follow-ups
Client incentive options (gift cards, etc.)
Example testimonials for reference
Having these resources prepared before beginning the testimonial collection process ensures consistency and professionalism in all client communications.
Strategic Timing: Trigger Milestones
Funding Achievement
When a client successfully secures funding through MMM services, creating a moment of significant positive impact
Tax Resolution
After successful completion of tax resolution or cleanup, when client experiences relief from tax-related stress
Spontaneous Satisfaction
When a client expresses unprompted satisfaction through a call, email, or meeting, indicating high engagement
Timing testimonial requests to coincide with these high-satisfaction moments significantly increases the likelihood of receiving enthusiastic, detailed responses from clients.
Step-by-Step Procedure
Identify Suitable Clients
CFO recognizes happy clients who have recently achieved a milestone or expressed satisfaction, making them ideal candidates for testimonial requests.
Send Request Communication
Send testimonial request via preferred channel (email/SMS) with the simple prompt: "What's one thing you'd tell someone about working with us?" Include example testimonial if helpful.
Track in System
Document all requests in Google Sheet tracking system with columns for Client Name, Date Sent, Response Received, Permission Status, and Publication Status.
Secure Permission
Obtain written permission (via email reply or form checkbox) to use the testimonial in marketing materials, with or without attribution as per client preference.
Archive Properly
Save testimonial in Google Drive under both the client folder and centralized testimonial collection for easy access when needed.
Optional Incentive
At CFO's discretion, offer an incentive such as a gift card, service discount, or bonus consultation call as a token of appreciation.
Email Template
Sample Testimonial Request Email
Subject: Quick Favor — Your Experience with MMM
Hi [Client],
I'm so glad we were able to [secure funding/resolve your taxes/etc.]. Would you be open to sharing a short testimonial about your experience? Even just a few sentences goes a long way.
Prompt:
"What's one thing you'd tell someone about working with Mines Money Masters?"
No pressure — but I'd be grateful. Let me know if you're okay with us sharing it (with or without your name attached). Thanks again!
Follow-Up Email (7 Days After Initial Request)
Subject: Following Up: Your MMM Experience
Hi [Client],
Just a quick follow-up on my previous email. If you have a moment to share your thoughts about working with us, we'd greatly appreciate it. Even a sentence or two would be valuable for helping future clients understand our services.
Thanks for considering!
Thank You Email (After Receiving Testimonial)
Subject: Thank You for Your Testimonial!
Hi [Client],
Thank you so much for sharing your experience with Mines Money Masters. Your feedback is incredibly valuable and will help other businesses understand how we might be able to support them.
We're grateful for clients like you and look forward to our continued partnership.
Best regards,
Version Tracking
Version 1.0
Created May 11, 2025
Author: Dexter Crawford
Based on Sanford testimonial process
Future Revisions
To be updated as new platforms or methods are adopted
Each version will maintain complete history of changes
Review Schedule
Initial Review: May 11, 2025
Next Review: November 11, 2025
Six-month review cycle
Maintaining version control ensures all team members are working from the most current procedures and that process improvements are properly documented over time.
Review & Update Schedule
Initial Documentation
SOP created and implemented on May 11, 2025
Regular Review
Scheduled review every six months to ensure relevance
Trigger-Based Updates
Immediate review if new platforms or methods are adopted
The first comprehensive review is scheduled for November 11, 2025. All team members are encouraged to note potential improvements throughout the implementation period. Special attention should be paid to response rates and quality of testimonials received to fine-tune the process.
Reviews should consider both internal efficiency and client experience to optimize the testimonial collection workflow.
Best Practices & Tips
Maintain Human Touch
Keep communications authentic and low-pressure. Clients respond better to genuine requests than formal corporate language. Personalize each request with specific references to their journey.
Strategic Timing
Batch testimonial requests during natural collection periods like post-tax season or after funding milestones when clients are most likely to feel positive about their results.
Value Brief Responses
Even short text replies can become powerful testimonials. Don't overwhelm clients with requests for lengthy feedback—short authentic comments often have the most impact.
Early Permission
Consider adding a testimonial permission question to your intake or offboarding forms: "Would you be open to providing a testimonial in the future?"
Next Steps & Implementation
Full Adoption
Integrate testimonial collection into standard operations
Test & Refine
Apply process to select clients and adjust based on results
Team Training
Ensure all staff understand the process and messaging
Set Up Tools
Prepare tracking sheets, templates, and storage systems
Begin implementation by preparing all necessary tools and resources outlined in this SOP. Train team members on the process, emphasizing the importance of maintaining the warm, authentic tone that aligns with the Mines Money Masters brand. Start with a small test group of highly satisfied clients to refine the approach before full-scale implementation.
Monitor results closely during the first month, tracking both response rate and quality of testimonials received. Make adjustments as needed based on real-world feedback and results.