Make no mistake, clients are your biggest asset. They are the lifeblood of this business. They’re why you go to the office each day, the determining factor for your personal and professional success and why your business even exists in the first place. With that being said, what are you doing to make sure your clients are more than just clients?
Client experience is more than simply great customer service. Creating a true client experience starts with that service and the processes you give to each person within your business. Before an exceptional experience can happen for your clients, the service and processes must be solidified.
The first step to creating “raving fans” lies within your first interaction with the future client(s). Acquiring a new client can be costly and time-consuming, so don’t blow this step. Have a system in place to make them fan–to put them on your team and be an advocate of you and your services. Perfect the way you greet someone new. Smile when you talk. Craft perfectly worded questions and make this step of the process one you enjoy the most. And ask yourself:
- Do I have a unique, personalized feel?
Score major points for your team by creating a unique feel through sending handwritten thank-you cards, never stamping your signature and taking time to say thank you.
- Are service standards in place to insure continuous “wow” experiences?
You and your employees need a playbook. Scripts, manuals, guides and procedures ensure every client has that “wow” feeling.
- Do I make clients feel welcome?
Gain the home-court advantage. Think about how you greet and introduce yourself, how you shake hands and what you appear like to them. Be critical of yourself often and take steps to get better in this area.
- Would my clients refer me new fans? Are they true advocates?
This is the grand-slam of questions. The biggest compliment you can receive in our business is a referral. Take them seriously when received, follow up diligently and make sure your existing client feels appreciated and your new client feels welcomed. Make this priority number one and you’re on the path new fans.
Make excellence mandatory and create an atmosphere to naturally encourage clients to rave about their experience with you. They will know working with you was the right decision and will share with other future clients their experiences. Once your focus is on excellence (and not just satisfaction) clients will turn into fans and will line up to help you.