Client care (also known as customer service) is a hot topic that can make or break your business.
Buyers have little patience for poor client care.
They will quickly get tired of waiting while trying to talk to a live person when they call.
They will get irritated if they have to go through an interrogation when they speak to someone to return something.
They may hang-up or disengage if it’s challenging to communicate clearly due to a language barrier.
If you provide clients with a simple, efficient, pleasant experience, they will revisit your business over and over.
More importantly, happy clients spread the good news and will tell everyone they know about your business.
Clent care starts with knowing what YOU want. How do you want your small business to be seen in the marketplace?
You are the visionary for the future of your business. Creating a clearly defined plan for your business that includes client care is essential to your long term growth.
Here are three main client care goals to consider:
- Make it easy for your clients to do business with you. You can do this with advertised specials, direct to client online interaction, clear instructions on your website, and other technology-based programs that make it easy for a client to engage with your business.
- Doing business with you needs to be a warm and pleasant experience. Your staff must be knowledgeable, approachable, understanding, and patient. Your clients need to feel like they are getting value for their time and money. Perceived value goes beyond the price of products or services and extends to their buying and service delivery experiences.
- Ask yourself, “How can I afford NOT to offer amazing client care?” Client care should not be a question of expense, but instead value and client experience.
Now that you know what you want to achieve, you can create a strategic plan to reach the client care goals you created for your business.
With your client care goals in mind consider these steps when deciding on the programs and standards you’ll put into place.
- Share your client care vision with the rest of your staff.
- Connect incentive programs and bonuses directly to client care.
- Monitor the level of client care your staff is putting out.
- Know what’s important to your clients. Always consider their wants.
- Continuously review your client care goals. Add to them and make revisions as you update client profiles.
If you’re having a hard time deciding on what you want, the tools, resources, and training in our GUIDED TOUR can help you define your wants and needs in relation to creating your client care program.
We’d love to hear from you. Leave a comment and let us know what you thought about these ideas.
Be sure to ask any questions you may have. We’re always happy to reply.
Educate customers about what, you may be thinking.
Consider this, many businesses focus solely on attracting new customers, but you NEED to spend a good chunk of your time retaining current and former customers.
These are people you already know to be a good sales potential because they’ve already bought from you!
Take the time to market and sell new products to your old customers and less time trying to sell old products to new customers and you will see a drastic change in your sales, customer quality and branding position.
Here are a couple of key elements to use to retain your current customers:
- Stay in contact: This means by phone, email, e-newsletter, in person-by pigeon if you have too.
- Post-Purchase Assurance: Remember, you need to follow up with customers. Your customers need to feel like they are being supported for their purchase and with the item they purchased. How many times have you purchased a product, then felt completely abandoned? Something as simple as a Thank You note with your contact or customer service information can go along way in retaining a great customer.
- Deals & Guarantees: Always offer your current customers the best deals and guarantees you have. Show them you appreciate their business or even come up with a club specifically to reward loyal customers. You can also do this with a preferred pricing option.
- Integrity: Using good business practices and simply upholding integrity, dignity and honesty go along way with customers. Let’s face it, there’s a lot of swindling and crap out there and the safer and more confident you make your customers feel, the more they will trust you and that makes for an amazingly supportive and loyal customer.
There are three cornerstone ideas to a successful business:
- Quality product/service
- Offering useful products/services that solve a problem for or enhance the life of a customer
- Offer subjects your customers find interesting
Use this approach of educating your customers and offering them real information and insight and you will be rewarded with loyalty and success.
Stop wasting all your time on new prospects while your current customers fall by the wayside!
As Jay Abraham says, “Your best prospects are your existing customers. If you’ve been putting all your marketing efforts into acquiring new customers, stop and diverts some of your resources into reselling, upselling, cross-selling to those same customers. In every ways possible – through package inserts, regular mailings, special offers – stay in touch with those customers and get them used to buying from you.”
So, there it is! Remember, our FREE test drive can help you put together the resources and tools to do exactly that.
We can help you educate your customers and you can watch the benefits pay offer many-fold.