Keeping Clients Happy Keeps them Coming Back

 by: Janice D. Byer, MVA

Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.

Top-notch customer service is the most important contributing factor in the success of your business. Unfortunately, there are some business professionals who don’t live by that sentiment. I’m not sure if they don’t understand the advantages of making clients feel like number one, but let’s see if we can’t keep ourselves from forgetting those that have helped our businesses get where they are today.

Providing exceptional customer service centers around ensuring your customers are happy. They need to feel that you improve your business to help improve their business. There are several processes that will prove your dedication to exceptional customer service and are a must for all business professionals.

1. Provide the best service and provide it on time. Keeping customers happy means you give them your very best and you make sure to deliver when you say you will. If for any reason you have to delay delivery, be honest with your client and inform them of the situation. If the delay will be of any inconvenience to your client, be sure to compensate them or offer to help alleviate the crisis.

2. Really listen to your clients and their needs. You may be able to provide expert advice but they usually know what they want. Work WITH them to give them exactly what they need and that will help improve their business. And, the same holds true when reversed. If your client makes a suggestion to you to help improve your business, consider their opinion. After all, they are the experts about what they need from you.

3. Strive to always improve your services. With the advancements in technology, it is always a good idea to update your skills. But, that shouldn’t be the only reason. Enhancing your services allows you to offer more to your clients and thus keeps them happy.

4. Provide a guarantee. This is a vital aspect of exceptional customer service. Satisfaction is something everyone wants. If they are 100% happy with what you have provided them, they will be your biggest contributor to future business. If they aren’t happy, make sure your rectify the problem.

5. Provide prompt responses to all communications & inquiries. Don’t keep your clients waiting. Try to return phone calls within 24 hours, or at least 36 hours. People become impatient and will move onto the next business for what they are needing. Respond to emails on the same day if possible and answer all written inquiries within 3 business days. The longer inquiries wait to be responded to, the greater the chance of losing their business all together.

6. Always say Thank You! How good do you feel when someone says thank you to you? That sentiment should be shared. Send out thank you cards to those who request a quote and when a new client comes on board. To save costs, send e-cards or emails of thanks.

Customer service is vital to ensuring your business’ successful future. By keeping your clients happy, you are adding to the value of your business and the services you offer and proving to others that your are the person they should be talking to when they are in need of your services.