I have written many articles and blog entries before on the merits of providing a customer focused service (which should be a given) however always doing your absolute best for your clients is the thing that will keep them coming back again and again.
All clients want the same thing. They want value, but not the type of value that involves you doing something cheaper (If your clients are always after a cheaper deal then this is down to you selling on price) Value is something that your clients get from dealing with you, that they don’t get from any other company. It’s something that you have done to provide excellent customer service that they do not get anybody else.
Can you honestly say that you have always done your best for every single individual client? We have all come across situations when a client has called wanting something difficult. Maybe we hadn’t had a coffee yet, maybe we were doing something else that was time sensitive? When this client called maybe we were too busy! I bet that the client you are thinking of right now is no longer a client! We are all busy people these days, and the age of instant communication has meant that clients have come to expect answers to their questions far more quickly than they may once have done. However this is where doing your best comes into play.
Here are 3.5 ways that you can do your best for your clients:
1. Communicate:-This is key, when a client calls communicate what, how and when things will happen. Do it verbally and in writing and make sure it happens as promised. Tell them it has happened. Call your clients to talk about ideas you have had ti hep them, or just to make sure everything is as it should be.
2. Honesty is the best policy: if you have made a mistake, hold your hands up, admit your error, and do all you can to rectify it.
3. Go the extra mile: If you can deliver every customer something of value (not necessarily monetary value to you) it could be an idea, an observation or some way that they can use your product or service to generate revenue.
3.5 Always say thank you: These people pay your wages. Always thank them for their support and their business, each and every time you make a sale.
I’m not saying that I am perfect or that I always get things right, but I Can honestly say that my whole team always does their best. We have developed a culture that puts clients first, and means always doing our best to exceed expectations. Sure its hard work, and it takes time. But your clients will be happier, spread the word about you and your company and best of all continue to use you for years to come. It’s also worth mentioning that happy clients lead to happy staff, and happy staff deliver better service!
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