There's a lot to prepare and work on in the background of your business to ensure that you offer an amazing service to your clients. From the moment you onboard them to nurturing and maintaining them. Here we will highlight some key points to ensure your customer service is of a high standard and doesn't falter.
On-boarding your first client will be an amazing feeling. Your hard work is paying off but you need to make sure that the on-boarding process is as streamlined as possible. Before you start your on-boarding process make sure you have thought of every aspect of the customer journey. Map out what it looks like and put processes in place to ensure a smooth transition. Make it easy for you and for them. Your on-boarding process is the clients first impression of you, and first impressions mean a lot!
Client Focus
It's essential that you put your clients at the centre of your business. This is what you're working so hard for, without clients you have no business. Remember to take their requirements into consideration when making any changes which may affect them. Putting yourself in your clients shoes will help you to achieve a successful business.
Communication
Lack of communication is really frustrating for people , so make sure you keep your clients updated every step of the way. Whether it be good news or bad, timely communication will show that you're on top of things and care about them as an individual. They would much prefer to be kept in the loop and be told what's going on than be kept in the dark.
Building relationships with your clients is how you build trust with them. If you can take the time out to get to know them, you will be able to learn about their requirements and make improvements to ensure they are always happy.
Email and text messages can often be misinterpreted depending on the way you read them. Make sure you absorb information and take time to think before replying to unruly messages, also consider that you may be misinterpreting the information you're receiving, it can work both ways. Often a phone call to clarify is better as this way you can hear the person's tone of voice and respond accordingly.
Be friendly and approachable with your clients, you want to retain them and make sure they tell others about you, word of mouth goes a long way in business.
Stay positive
Negativity is ugly and it only attracts bad things. Staying positive and acting in a positive way to bad situations can be up lifting. If you can't do something, explain to your client what you can do instead of using the word 'can't', offering alternatives is a much better response than saying no. They want to hear solutions not problems.
Make sure you have the right mindset to see failures as a learning curve. We all make mistakes, just make sure you learn from them and put it right so that it doesn't happen again. We all have to fail to succeed.
Show empathy
You must show an understanding towards your client's situation. Again, put yourself in their shoes and think about what you would expect the outcome to be if you were them and then act upon it. Showing caring and understanding and being supportive will mean your client feels important, and they are!
Maintain standards
When you first start out in business you have the time to invest in your first clients and give them that personal touch. Don't let that change when you get busier, remember they should be your main focus. If at any point you feel your standards are slipping, react to it straight away otherwise you will be on a slippery slope.
Always put quality before quantity, keep to your word, build trust and communicate. Give your customers an experience they won’t forget and they will stay loyal to you.
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