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Keeping Clients Happy Keeps them Coming Back
Whether you are a seasoned small business
professional, or you have just opened your doors to new clients,
your marketing strategy should not only involve bringing in new
business, it should also include keeping your current clients, your
most important asset, happy and coming back for more or referring
your services.
Top-notch customer service is the most important contributing factor
in the success of your business. Unfortunately, there are some
business professionals who don't live by that sentiment. I'm not
sure if they don't understand the advantages of making clients feel
like number one, but let's see if we can't keep ourselves from
forgetting those that have helped our businesses get where they are
today.
Providing exceptional customer service centers around ensuring your
customers are happy. They need to feel that you improve your
business to help improve their business. There are several processes
that will prove your dedication to exceptional customer service and
are a must for all business professionals.
Provide the best service and provide it on time. Keeping customers
happy means you give them your very best and you make sure to
deliver when you say you will. If for any reason you have to delay
delivery, be honest with your client and inform them of the
situation. If the delay will be of any inconvenience to your client,
be sure to compensate them or offer to help alleviate the crisis.
Really listen to your clients and their needs. You may be able to
provide expert advice but they usually know what they want. Work
WITH them to give them exactly what they need and that will help
improve their business. And, the same holds true when reversed. If
your client makes a suggestion to you to help improve your business,
consider their opinion. After all, they are the experts about what
they need from you.
Strive to always improve your services. With the advancements in
technology, it is always a good idea to update your skills. But,
that shouldn't be the only reason. Enhancing your services allows
you to offer more to your clients and thus keeps them happy.
Provide a guarantee. This is a vital aspect of exceptional customer
service. Satisfaction is something everyone wants. If they are 100%
happy with what you have provided them, they will be your biggest
contributor to future business. If they aren't happy, make sure your
rectify the problem.
Provide prompt responses to all communications & inquiries. Don't
keep your clients waiting. Try to return phone calls within 24
hours, or at least 36 hours. People become impatient and will move
onto the next business for what they are needing. Respond to emails
on the same day if possible and answer all written inquiries within
3 business days. The longer inquiries wait to be responded to, the
greater the chance of losing their business all together.
Always say Thank You! How good do you feel when someone says thank
you to you? That sentiment should be shared. Send out thank you
cards to those who request a quote and when a new client comes on
board. To save costs, send e-cards or emails of thanks.
Customer service is vital to ensuring your business' successful
future. By keeping your clients happy, you are adding to the value
of your business and the services you offer and proving to others
that your are the person they should be talking to when they are in
need of your services.
About The Author
Janice Byer is a certified Master Virtual Assistant and owner of
Docu-Type Administrative & Web Design Services
http://www.docutype.net. See this and other articles on her
website or email jbyer@docutype.net
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