“What has happened to customer service these days?” I hear from so many people the same question over and over. “When did good service become the exception and frustration become the norm?”
In today’s fast paced multi-tasking world that we live in, it’s time for all of us to get back to the basics.
What are your client’s needs? And how can you meet, or even better, exceed their expectations?
At my firm, before we go in to meet with a client we do our research. We make sure that we are knowledgeable about not just the client, but the industry that they are playing in along with their competitors. Information is important as you navigate the waters of any client situation.
MVP Executive Search and Development has a methodology that has been developed over the years, but we know that each client is different. In this competitive landscape, it’s very important to be flexible and understand the unique needs of each client.
Whether it is your largest client or your smallest client – each must be treated equally and be made to feel that they are your most important account. When a client feels cared for and appreciated, the partnership becomes that much more beneficial and enjoyable for both parties.
Regardless of your business size, client size product or service, good business and customer care remains the same.
Here are some areas of focus that will bring smiles to your clients faces and hopefully bring you repeat business:
1. Transparency and Open Communication – when you address a client from a place of honesty and integrity, they are much more open to working collaboratively to solve any issue that may arise.
2. Flexibility and Creativity – be open to each unique nuance and need of your clients. Work creatively to offer solutions to their businesses.
3. Adaptability and Quick Thinking – a true business partner is one who can adapt and flex when their client needs it. Offering quick and intelligent answers to address any needs that may unexpectedly come up during the sales process or throughout the life of the project.
4. Organization and Responsiveness – clients want to work with people who have answers right at their fingertips. Staying organized on the details of your client and being responsive to their calls goes a long way. If you don’t have the answer immediately, make sure you let them know that you will work to find it in a timely manner.
5. Teamwork and Collaboration – treat your client like a part of your team. Work together for the best result for everyone involved.
6. Relevant and Consultative – be the person who is always following up on the latest trends in the industry. Help your client be competitive and always bring new ideas and solutions to the table.
7. Follow Through and Follow Up – a client needs to trust that you will follow through on your commitments to them. Let’s take this a step further and make sure that you go above and beyond after the deal is sold or the project is finished to follow up and make sure that they are happy.
One additional thought to keep in mind: some clients (and we’ve all had them!) will never be satisfied regardless of what you do. You have to do what it takes to try to manage every situation and every client you come across to the best of your ability. However; 90 percent of the time, I truly believe that if you follow these simple guidelines the majority of your clients will be happy and you will feel how much more smoothly even a difficult situation can go.
Wishing you lots of happy clients and continued repeat business!