Monday October 16, 2017
Customer experience is everything. It lays the foundation for what your customer will feel, say, and think when it comes to working with you.
Focus on the customer 100% of the time you are with them.
Every person who comes to you for help has a sign that says, “Make me feel important”. If you take the time to focus 100% on them when they are with you, loyalty and appreciation will flow from them to you.
Show appreciation on a proactive and regular basis.
Send them handwritten thank you notes or phone calls to see how they’re doing. Remember that this isn’t the time to up sale. Now is the time to reconnect with your customers. Did you know that you are 78% more likely to sell to a current customer than convert a lead into one? Your customers are your life’s blood. Another way to be proactive on a regular basis is to find out about your current clients’ pain points. Figure out where they struggle, and see if you can adapt to help them. It shows a willingness to adapt and dedication to their needs.
Go out of your way to do something exceptional for your customers.
It doesn’t have to be extravagant. You can have a small gift for when they arrive or put their names on the wall. If you work virtually with them, you can send a handwritten thank you card or pick up the phone and call them.
Bring your people to your clients.
Bring your collaborative partners to your clients. You can share their resources on social media to help your clients find them. Remember those pain points mentioned above? If your clients face struggles you can’t assist with, see if you can collaborate with your partners. I know a great social media manager who would receive requests for website hosting, site development, and #SEO assistance with blog content. While she could help with the articles, website hosting and site development were outside the scope of her work. She collaborated with a web developer to create an affordable package to meet those needs. The customers were happy, her collaboration partner gained new clients, and she was able to make things happen.
Your clients are important and necessary to your job. Don’t forget them, and don’t let them forget about you.