1. Call Your Clients
Regularly
Communications
makes everything easier. Schedule periodical calls with your customers to share
updates about how things are going and to ask how happy they are with your
services on a scale from 1-10, 10 being best. If they do not give you a 10, do
not ask why but ask what it would take to make it a 10. If they give you a 10,
ask what they particularly appreciate.
2. Create valuable
content
Share
new market insights, your opinion on the matter, and opportunities that your
clients might not be aware of yet. Generating valuable content shows that you
are on the top of your game and improves brand awareness. Clients will also be
likely to share your content or recommend your services to their connections
based on publicly available content.
3. Become an
authority in your field
You
should always strive to be the best company in your market. If people see your
business as a leading brand in the market, they are much more likely to stick
to you. They have confidence in you because the consensus confirms that they
already have one of the best providers.
4. Reply to your
emails promptly
You
should always reply to your emails within 24 hours. If possible, within one
hour. It is much more effective to reply saying that you received an email and
that you will reply as soon as possible instead pf waiting several hours and
responding with a long detailed email. Quick response times show that if
something important comes up you are always on top of your inbox.
5. Be decisive
Clients
hire you because you are the expert. You can’t afford to be uncertain what’s
best for your clients. Your confidence has to come across in your discussions.
Avoid “if” in your emails or calls. Anticipate questions that require research,
do the research ahead of time and have all the right answers at your
fingerprints.
6. Value your
client’s point-of-view
Clients
are experts in their fields as you are in yours. You need to listen to ideas
and inputs from your clients because they have worked with their own customers
longer than you and can make your effort more efficient. If you are providing a
service to an end customer, listen to their needs and personalise your service
to their liking.
7. Add a personal
touch
Adding
a personal touch to the relationship such as a hand written Christmas card or
an email about your work anniversary. It shows that you care and enforce your
position as the top of mind choice for your customers.
8. Be realistic and
do not over promise
It is
better to under promise and over deliver. On average, unhappy customers share
their experience with 20 people or more while satisfied customers share their
experience with three or four people. One way to avoid the nay-sayers is to set
realistic expectations from the get go and take on only clients that are happy
with that.
9. Identifying
opportunities proactively
Don’t
wait for customers to ask you what else can be done to improve performance.
Come up with ideas and new strategies to proactively tell your clients hoe they
can get more out of their budgets. This will show your customers that you are
about making sure their investment in your company is helping them grow
continuously over time.
10. Be clear and
transparent
State clearly what you do,
how you deliver your services, and what customers can expect from you.
Customers loyalty increases also based on how mistakes are being handled.
Studies show that up to 70 percent of unhappy customers transform into loyal
customers if the mistake has been fixed exceeding their expectations.
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