by Donna Toothaker
When you do business with a company, what do you expect? Competence, and a friendly demeanor, and value for your money should be the LEAST you demand – but are those traits really enough to make your business thrive? As a business owner, your ideal is to build customer loyalty, keeping the customers you have and to attract new ones based on a stellar reputation for quality, value and service. Here are five steps to elevating your customer’s experience:
1. Serve from a place of gratitude. Conducting customer service from a spirit of thankfulness demonstrates a number of ‘plusses’ for your company: that you enjoy your work, that you know you are not entitled to receive anyone’s business, and that you also know your customers are the life-blood of your business. Thank your customers in every interaction you have with them – even if they are making a complaint or criticism of some sort. Thank them for their input, offer a sincere apology, and thank them again. Be creative in your expressions of gratitude – send personal notes, give discounts on future purchases, and send thoughtfully chosen gifts to your most important accounts.
2. Develop a personal relationship. Make your clients feel they are part of the fold. Get to personally know your customers and demonstrate interest in what is going on in their lives. Remember and acknowledge birthdays, anniversaries, and work milestones, and celebrate them by sending cards, small gifts or treat them to dinner if they are local.
3. Know your customer’s business, and needs. Know their business inside and out, the challenges they face, and offer solutions for those challenges. Be proactive and offer these services before they even ask. Is what you are currently offering really something that your customer can value? If not, how can you create something – a special package or a la carte services – to serve their needs best?
4. Have your customer’s back. If you notice some aspect of your customer’s business that could use improvement, or can sense that a project may be going in the wrong direction, speak up. Be honest and forthright with your client, even if you think you could end up losing them. Offer ideas and solutions. Keep them abreast of the latest technologies and send them relevant online news articles and snippets as you come across them. Your customer will feel secure knowing you are looking out for them and their business.
5. Ask your customers what they want. Unsure if you are making the grade with your customers? Ask them what they want. Not only will you have clarity and come up with solutions to fill your client’s needs, you will come up with new initiatives you may be able to implement with other clients, expanding your own list of offerings.
To build your business, build customer loyalty with extraordinary customer service. Show your customers on a regular basis that they are valued, cared for, and in good hands, and you will have customers for life.
Please share other ways you provide great customer service to your clients, below.
Donna Toothaker is CEO, founder and coach of Step It Up VA Coaching. These highly sought-after VA coaching programs have been created for established, successful VAs who wish to create the 6-figure business of their dreams. Visit http://www.stepitupva.com to receive the free report, Top 3 Mistakes to Avoid in Creating a 6-Figure VA Business.
