To stand out to your clients and leave your competitors in the dust, it pays to be seen as a client-focused company. Client-focused companies always strive at finding the best ways to keep their clients happy by improving their service and supporting their clients. One advantage of being seen as a client-focused company is that it positions you above your competitors and affords you the opportunity to capture a large share of the market. Most clients are willing to spend more money on a better service, so once your service is stellar, you can even charge more for your services. Here are a few things to consider as you strive to keep your clients happy.
Give them the superstar treatment. You don’t need to roll out the red carpet to make your clients feel like superstars. Treating clients like they are important does not take too much effort on your part, but goes a long way in getting your clients to rave about you and retain your services. Consider the following; how do you greet your clients when they call on the telephone or visit your office? Do you greet them warmly, act indifferent, or treat them like an interruption to your day? What about your overall customer service? Do you project a client-focused image? Do you answer email or return phone calls on time? Do you thank them for choosing your service? Do you honestly seek their interest or just focus solely on your bottom line? Make clients feel important by showing them that you’re happy that they chose your service over your competitors.
Handle complaints professionally. How do you handle the complaints of your clients? Do you pass it off as just another critique from a grumpy, hard to please client or do you stop to consider that there may be flaws somewhere within your organization? Remember, if your clients don’t feel that their complaints had been addressed, they will definitely lose confidence in your company and may deter others from using your services. If you handle their complaints quickly and professionally, there is a strong likelihood that they may retain your services.
Exceed their expectations. It is not enough to meet the expectations of clients. Set yourself apart by exceeding them. In order to exceed their expectations you need to communicate with them by asking relevant questions and listening to the feedback they provide. That way, you get an understanding of their needs and can tailor your services to meet them. Go the extra mile with your service and it will pay off time and time again. Remember, others are vying for their business so you need to set yourself apart.
Get an agreement in writing and adhere it. Before you take on work from a client, make sure that you have a signed contract or an agreement that clearly spells out the terms of service. Be sure to include hours of business, the scope of work that will be provided, the duration of the relationship, the terms of billing as well as other key details. Be sure to have your attorney review it before signing. Relationships tend to go smoother once an agreement is in place, as both parties understand the terms of service. Additionally, in the event that the there is an issue or concern, you have a point of reference.
Be accessible. Clients must never struggle to reach you. Always make it easy for clients to reach you. Provide them with all of your contact information such as phone, fax and email in the signature line of all emails and on voice mail messages. Whilst you want to be accessible to your clients, make sure you’re clear with your hours of availability.
About the Author:If you wish to use this article, please contact the author at carlana@carlanacharles.com.
Carlana Charles is a Customer Service Consultant and the Principal of Ciboney Virtual Solutions, a Virtual Assistant Practice that specializes in Customer Service Consulting and Support, Marketing, Office Management and Administration. Armed with over 11 years experience in various administrative support, customer service, sales, marketing and managerial capacities under her belt, Carlana Charles is the business owner of Ciboney Virtual Solutions, a company she prides as being client-focused and solutions-driven. Visit http://www.ciboneyvirtual.com.
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