I can’t stop thinking about client service. As I visit more and more businesses or receive phone calls from various vendors, I am shocked by the lack of good client service. It is such an easy way to build your business, brand or organization; it is disappointing that more leaders don’t make this a priority in their business and marketing plans. It should be a key component in your business strategy and hiring philosophy.
As a marketer and strategic thinker, I am convinced that a focus on client service will help differentiate your company, brand or organization. It is the pulse of the organization. It is necessary for every leader.
There are 3 basic ways to start building a client-centric environment, providing excellent client service. There are many other ways to start building this culture. This is just the beginning. If you would like more information on this, feel free to contact me. Here are just a few:
- Go Above and Beyond – It goes without saying that great customer service is going above and beyond the expectations of your clients or audience. Are you doing just enough to get by with your clients? Are you doing the basics of what they expect? I’ve stressed this in previous blogs, but it is important to know the basic expectations of your audience. Make that your benchmark and then go beyond. If the basic expectation is to provide a good product, perhaps your above and beyond is to provide special packaging. If the basic expectation is to help your client buy a home, perhaps the your above and beyond is a framed picture of your client in front of her new home. Get creative and go above and beyond.
- Anticipate Needs – How many of us have grown frustrated when the server at your restaurant did not provide you with a glass of refreshing water during dinner or lunch on a scorching hot day? Or provide extra napkins when you are digging into your favorite pizza or your messy bbq wings? We are frustrated because he/she did not anticipate or think about our needs. We are equally surprised and happy when we are given that glass of water before we ask or extra napkins are placed on the table as soon as we ordered. Are you thinking about your client’s needs as soon as you engage with them? What issues are keeping them up at night? How can help solve their problems or meet their needs.
- Build Emotional Connections – There is a reason why Starbucks asks for your name and writes it on the cup. They could easily give you a number for your order, but this is just a small way that the company seeks to differentiate and develop an emotional connection with you. What are some simple ways that you can connect with your clients? These connections should occur across the entire customer journey, not just when you first meet the customer or client. It is not just once or twice, but think about how to constantly connect with your customers.
EXCEPTIONAL client service will cause others to talk about your business or organization with others. It is your referral system. It creates enthusiastic cheerleaders for your business and lifelong clients and followers. This is a definite way to build your client base or membership and brand your organization.
If you would like more information about how to create a client-centric organization, please contact me for more information.