Greatcustomer service is essential to running a successful business, and public relations is certainly no exception. It takes a lot of time and resources to acquire a new client, so it only makes sense that you also nurture these relationships. They keep your business alive and the cost of making sales is cheaper, compared to looking for new customers.
With this in mind, we thought we’d share with you five simple rules to keeping your client happy.
1. Make communication easy
Open all your communication outlets ensuring you’re ready to answer any queries or problems they may have. Clients will appreciate your easy accessibility and will be more open to discussing certain topics with you.
Even if you’re the last thing on their mind, you should still make an effort to keep in touch with them. This could mean sending them a simple holiday greeting or congratulating them on a significant achievement in their personal life.
This added personal touch makes your clients feel special and they’ll be more likely to reach out to you if they need anything.
2. Do what you say
There’s nothing more annoying than a flake, especially in the business world. You do not want to be tagged as one by your client. Word gets out fast and before you know it, no one is coming to you because you’re known to not be true to your word.
To keep your clients happy, you have to stay true to your commitments. Tell them what you plan to do, how you plan to do it, and what results they can expect. Be realistic with what you can achieve. It’s always better to wow them later with your over-delivery rather than disappoint them because of you overpromised.
3. Ask for feedback
Most clients will give up on your business before you even have the chance to stop them. Make sure you avoid that by asking for their feedback while they are still happy. Your clients might just have ideas and insights that can be useful for your business. For example, they may want accounts payable automated for businesses so they don’t have to spend 30 minutes each month calling you to make payments. Remember, feedback is not just for keeping the customer happy. It can also help improve the way you run your business.
Your clients will love the fact that you value their point of view and will be more forgiving should you make mistakes. Even more so, they’ll be happier when they see that you’ve made changes based on their feedback. Getting feedback ahead of time will save you from losing clients as well as resources from having to perform market research.
4. Be transparent
Client satisfaction is not just measured by how well you execute your plan but by how you deal with mistakes. Do you let the client know right away or do you beat around the bush, waiting at the last minute? Doing the latter can be detrimental to your business. No client wants surprises so you always want to be transparent with them.
With today’s social media, news can spread fast. If you address it right away, you can turn that negative situation into an opportunity to impress your customers. Studies have shown that 70% of unhappy customers become loyal clients when they see a mistake fixed beyond their expectations. Not only that, they’re also more likely to spread the word to their peers. So now you get loyal customers who will do the marketing for you.
5. Show gratitude
Your clients are the reason why your business is alive. So show them your gratitude. It can be a simple “Thank you” note or an added bonus at the end of every service you provide.
Also, it doesn’t have to stop at words or gifts. You can show gratitude through your actions. This means answering their inquiries promptly, giving them your undivided attention, and taking their feedback seriously.