If you own your business or work in a biz serving internal or external clients, your goals may revolve around providing great customer service. You may want to pump up the quality of service you give, to distinguish yourself in the marketplace, and to ultimately increase your organization’s bottom line and/or quality of programs.
Here are 5 ways to better connect with your clients:
1) DO WHAT YOU SAY YOU’RE GOING TO DO.
If you promise a client you will call tomorrow at 10 am, then get yourself ready and at 9:59, be dialing the number. Or maybe you said you would have a report ready for your boss (who is really your “internal client”) by end of the week, then do whatever it takes to stay true to your word. This is how you build trust, relationships, and reputation.
2) KEEP THE CLIENT ADVISED.
Instead of waiting until you have 100% of all the info you know your client would find useful, connect with your client when you’re partway there and let him or her know you’re working on it. Share what you have to date and let them know when you’ll have your full response. Then, refer to TIP #1, above — and give them the full info when you say you’re going to.
3) GIVE PERSONAL SERVICE.
Find out what your client doesn’t get from other providers of your service, then give it to them. In many cases, this is a personal service of some sort. Maybe it’s sifting through a stack of real estate listings to pick out 4 or 5 feasible choices for your clients, versus just giving them a link to do their own online searches. Or maybe it’s offering one-on-one time with you, the expert for coaching sessions. Whatever the service is you’re doing, find out how to inject your personal touch and add value for your client.
4) RESPOND QUICKLY.
When a client calls, respond quickly. Depending on your business and industry, the timelines on the response will change, but generally, responding well within 24 hours is a great rule of thumb.
5) TREAT COMPLAINTS LIKE FREE MARKETING RESEARCH.
Instead of getting defensive when a client complains to you, be grateful that they’re complaining TO you instead of ABOUT you to others. This gives you a chance to address and hopefully correct the concern immediately. Handle it elegantly, and you could convert an adversary into your greatest advocate.
Put them to practice.
Pick 1, 2 or all 5 of these tips and give them a go. Put them to practice in your biz and see how they help you to strengthen the ties between you and your clients.
What tips do YOU have that help you to connect with clients? Drop me a line and I’ll share the best tips with everyone. Until then, here’s to a wonderful new year of connecting with clients!
© 2014 Marion Grobb Finkelstein\
Until next time, here’s to …
Better communication, Better business, Better life,
Marion Grobb Finkelstein
COMMUNICATION CONSULTANT
Keynote Speaker / Corporate Trainer / Author
www.MarionSpeaks.com
Marion@MarionSpeaks.com
www.facebook.com/MarionSpeaks
www.linkedin.com/in/MarionSpeaks
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Communication consultant, author, professional speaker Marion Grobb Finkelstein teaches individuals and organizations across Canada how to improve morale, confidence, and productivity by changing how they communicate. Chat with her at www.facebook.com/MarionSpeaks or www.linkedin.com/in/marionspeaks and sign up for her FREE “Marion’s Communication Tips” at www.MarionSpeaks.com
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