The better service you provide your clients, the more likely they’ll be to remain loyal to you and your business. Not only does this mean you’ll have their business for longer, but it also means they’ll be willing to refer your company to their family, friends, and peers.
A huge part of providing your clients with great customer service is having the desire to make them happy. For this reason, you have to consider their experience with your business as a whole. It isn’t only about the face to face interactions you have, though that’s a big part of their impression of you — rather, it’s about how they are dealt with online, whether it be through email or even how they experience your website, as well as on the phone. Be sure to have measures in place so that your clients never face frustration when dealing with your company, whether that be by making sure your staff is well trained and equipped to handle various problems, or checking that your website is up-to-date and user friendly.
The first thing your client should see when they ask you for help is a smile. That shows them you’re willing to understand and solve their problem — which is why they hired you in the first place. Having a smile on your face during an in-person meeting is essential, but so is smiling when you’re having a similar conversation on the phone. It’s easy to pick up on how a person is feeling when you can’t see them by the tone of their voice, so make sure you’re understanding and ready to tackle the challenge they’ve presented you with.
Another obvious, but easily forgotten courtesy is saying thank you. Of course, you deserve to get paid for your hard work, but your client should know just how much you appreciate their business. Additionally, you should always show your clients respect and guard your emotions, even if you’re upset about the way something has unfolded. There are proper ways you can handle altercations — don’t say something in the heat of the moment that you’ll regret later.
Finally, the easiest way to retain a client is by knowing what your business has to offer. As long as you and your staff know your team’s strengths, and you can give your clients examples of how you can use those strengths to help them, you’ll be able to retain customers and even get new business.