Great client service is what separates a good business and an amazing company.
Let’s face it. Great marketing may get the people to your business or organization, but great client service is what keeps them coming back and telling others about you.
As I’ve stated in videos and other blog posts, the essence and heart of marketing is about building and maintaining amazing relationships with your audience. Great relationships lead to more business, more referrals and more work.
Below are 5 reasons why client service should be incorporated into your marketing strategy:
1.) Client Retention: If you want to keep your current clients, the goal is to make it difficult for them to leave you. How invested are they into your company or organization? Are you aware of their needs and other concerns outside of the work you are doing for them? If not, ask questions and maintain some type of system or file on each client. If you are aware of their interests, how are you supporting your GREAT clients in their outside interests and objectives. Build real relationships with the clients that really matter.
2.) Competition: When deciding to do business with either your company and another company, for most people, client service can be the deciding factor. This is true even with nonprofits or ministries. Competition in every industry is fierce. Excellent client service can set you apart from the others.
3.) Setting Expectations: One part of great marketing and client service is to set clear expectations of the services and products you offer. The goal is to not allow your client/customer to get lost in the processes of your business. Are they aware of next steps and how they will transition in and out of phases of the relationship? How do things wrap up or begin in your business? Clients need to feel secure in their transactions and business with you. Are you making their lives easier or more difficult? This is good client service.
4.) Brand Identity: The type of experience your clients have with team members or others in the company, contribute to the overall brand of the company. We see this with Chick-fil-a. It is very rare that you will see a rude or unhelpful employee at Chick-fil-a. It goes against their brand identity and their values. Does that same type of client service permeate throughout your company? What is your brand promise and identity? Is this reflected in how your clients are treated?
These are just a few reasons why client service should be an integral part of your marketing strategy. If you need assistance with incorporating client service into your marketing or branding strategy, contact me for a 15 minute consultation. I would love to help you!