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Part of building a successful and trusted brand is providing excellent customer service. A positive client experience helps attract more business opportunities and build a loyal following. Your business will definitely thrive when people are singing praises about your business’ impeccable client experience.
Of course, that’s easier said than done, especially if you’re dealing with multiple clients and juggling other tasks personally and professionally. It’s hard to maintain the same level of customer service when you’re a one-who/man-team, but these tips help enhance client experience:
Client experience refers to your customer’s impression of your business; how you made potential and current clients feel when working with you. The experience you provide the second you answered a client inquiry and ends after the project has been completed.
If the client experience is pleasant, current customers are likely to return. As for prospects, they’re more likely to book your service if the customer service is excellent. The more satisfied the client feels, the higher the chances of sealing more deals.
From answering inquiries to the actual booking, it’s crucial to establish a step-by-step process to handle clients to show them that they’re dealing with a professional. Creating a booking process also sets clients’ expectations and prevents any confusion while in the middle of sealing the deal.
Your process should include documents that outline your pricing, terms, timelines, and important information that your clients need to know before hiring you. Create the contract, pricing guide, service lists, etc., way in advance, so the signup process doesn’t feel rushed or haphazardly done.
When sending out documents or links to finalize a deal, be sure that the content features your branding. This helps to keep everything professional-looking, something that will impress a lot of clients.
Communication is an essential part of maintaining a relationship with anyone, including clients. It would be best if you showed that you’re 100% committed to the project, that you’re there to help and provide the deliverables on time. You can also answer questions, discuss strategies, ask questions, and talk to your client to ensure that you’re meeting their expectation. When you’re communicating regularly with your clients, they’ll feel like they are your top priority, as they should be.
Communication platform: It’s equally important to use the medium that your client is comfortable using. For instance, if s/he prefers to talk to you by email, discuss the project through email. If s/he likes to call you on Whatsapp, talk on Whatsapp.
Meeting schedule: If a client wants to talk to you every day and have no time for daily meetings, set expectations. Let your client know what works for your schedule and what does not work, and go from there. You can schedule a bi-weekly, monthly, or once-every-quarter meeting with your client.
Scheduling a meeting: Many apps let you schedule regular meetings or calls. Choose the app that works best for you so you don’t end up forgetting about a client meeting.
No matter how impeccable your customer service is, there’s always room to grow. If your clients are enjoying the experience of working with you, go and ask for feedback. It’s nerve-wracking to ask for client feedback but being open to suggestions helps build a better, not to mention, more resilient, business.
If you are unsure how to get the conversation going, start by asking for feedback during client meetings. Ask your client what processes work for them, what doesn’t work for them, and what you can do to create a better experience. Creating an annual or bi-annual survey to current clients is also a great way to check if they’re happy with how you handle every project.
Yes, satisfying and even exceeding expectations is a part of providing the best customer service. Still, it’s worth repeatedly mentioning just because it’s an essential part of building a successful business. If your clients are happy, you’re more likely to attract repeat customers.
No need to bend over backwards to give in to client demands; provide the deliverables and be there when you’re needed. Subtly provide better service so that your efforts won’t get in the way of your actual work. For example, if you can complete the project a few days in advance, do it. If you know you’ve got info that will help your client, say it. Provide project updates so your clients feel like you’re on top of everything.
A pleasant client experience is crucial in building better relationships with future and current clients. With these tips, you can create a memorable brand, establish stronger connections, and earn raves from clients.
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