In this world of online and real-world competition, there’s only one way to stay ahead of the pack. That’s providing stellar customer service, every time to every client! But that isn’t always the easiest thing to do, so I have 4 tips that will help you improve your customer service game and make client care your signature!
Easier said than done when you have a million things on your plate, 5 people calling you at once, and 4 fires to put out RIGHT NOW. But, the client doesn’t need (or want) to know what’s going on behind the scenes. All they know is that they are investing a LOT of money with you, and they want to feel confident that you’ve got it under control. A positive attitude can calm troubled waters with a client. It can create trust. And being positive is also contagious! I truly believe it!! If you’re always upbeat, most people will feel upbeat, too. No, it doesn’t solve everything. But staying calm and positive will keep things from spinning into an emotional whirlwind! Your clients will remember that positivity, and they’ll thank you for it.
When you have a large client roster, this can be tough. But, as I said last week, clients want to be heard. And again, they don’t care about your other clients. Every client wants to feel like THEY are the most important one. Period. So you need to set rules for yourself and your company for how quickly you’ll answer an email, a phone call, or a text. It doesn’t always have to be YOU, but someone on your team needs to get back to the client as quickly as possible. One caveat – remember your boundaries. You do NOT have to answer on weekends and late into the night. Just answer as quickly as you can.
This is a little different than being responsive. Following up on a request or question means doing the homework, or remembering to check on that alternative they asked about. It isn’t just saying “I got your email.” It’s also responding with: “I looked up that other paint color you asked about and it is definitely more yellow.” Clients love it when you show that you’re willing to hear them and go the extra mile to find out whatever it is they need to know. We’ve all dropped the ball on this one at one point or another, so have a process in place that helps you keep track of requests and questions!
Set Rules for Touchpoints
At every touchpoint you have with clients, you want to have a process or system in place to set rules for how it will be handled. For example, in the initial meeting, you may want to always have flowers, a candle burning, their favorite water selection, and snacks you already know they love. So now you know that your team will need to ask questions ahead of time so you can provide all of those faves, right? Going the extra mile requires setting the right steps in place so you do every single thing the same way with every client.
I’m going to help you with that last one! All you have to do is download my FREE Guide to Setting Client Expectations. It will help you communicate how the process for their project will go. And then you can set a system for your team do you are always EXCEEDING those expectations!