Keep your Clients’ Happy
We all want to keep our clients’ happy, don’t we?
At the end of the day they are our bread and butter and the reason why we have our own business.
Without clients’ we would be an employee or worse still claiming benefits.
How do you keep your clients’ happy?
I like to think that my clients’ are more than happy with the services I provide and the reason why they use Virtuoso-PA repeatedly.
Here are 9 reasons why my clients’ are happy and how you can make sure yours feel exactly the same way:
• To begin with, even before you start working with them, send your clients’ a welcome pack. Make sure the pack contains everything they will ever need to know. Include a welcome letter. Introduce yourself to them and include all your contact details, and also a document detailing your commitment to them.
• Set and keep the deadlines you have both agreed to in your preliminary meetings. If you foresee a possible problem communicate it to your client. Don’t just leave them in a panic when the deadline time is looming.
• Return phone calls and emails promptly. There is nothing worse than the feeling you are being ignored. Put yourself in the place of your client; would you like to make a phone call or email which wasn’t returned promptly?
• Never over-promise. If you know initially that you haven’t got the expertise or knowledge to deliver a project, then say so. Never use hyperbole: you’ll be found out soon enough resulting in an unhappy client and a stressed you. Instead show off your skills by suggesting an alternative which you know you will be capable of performing.
• Become an ambassador for my clients’ brands. I shout it from the roof-tops and let everyone I am associated with know about how great they are at what they do.
• Exceed their expectations. Dazzle them with your excellence and WOW them with your professionalism. Never give your clients’ a moment’s doubt that they chose the best when they chose you.
• Respect your clients’ and treat them how you like to be treated yourself. Follow up with them after your have completed their project, just to make sure that everything was to their satisfaction. Don’t just grab the money and run; make them feel special.
• Listen to your clients’. Use surveys and questionnaires to find out how you can improve your service and act on any negative responses. Don’t act like a petulant child if they do find a negative; embrace it and look at it as a positive which will allow your business to improve.
• Always say thank you. Gratitude for a clients’ business goes a long way and all it takes is a simple email or phone call.
All of the above points are easy to put into action, and with the exception of the ‘Welcome Pack’ will cost you nothing.
It costs a lot less to keep clients’ than to get new ones. So, keep your clients’ happy and they’ll use your services again and again.