Client Service Matters

Most successful business have one thing in common, they succeed in client service.  That is not to say, that every single customer is ecstatic with the outcome, but that the majority of customers had their expectations met or exceeded.

Excelling at client service doesn’t mean providing a five-star experience for each and every customer.  Client service simply means that you have met client expectations, whether you are a local fish and chip takeaway, or award winning restaurant. 

Often it is the small detail that counts.  For example, I recently engaged piano movers and their customer service was exceptional.  What made them stand out was not the fact that they successfully moved my piano, but the fact that they communicated to me the exact time the piano was to be moved, followed up with a quick phone call to see if everything was OK after delivery.  They then sent me a thank you note, with a magnetic fridge magnet and a lolly through the post.  The magnet is on my refrigerator, and I know exactly which company I will be using to shift the piano when I move again. 

As you can see by the above example, so often it is the small detail that ensures you provide great client service.  Below are some ideas, which you can utilise in your own business.

• Deliver early, or finish the project before the deadline.  I usually give clients an estimate as to delivery date and always try to deliver before this time
• Keep customers in the information loop and communicate with them.  A simple email or telephone call, letting them know your progress, works wonders.  For example, if running slightly behind time, give the client a call and advise them of the 10 minutes delay.
• Think of ways to make your client feel special.  For example my local hairdresser, always has fresh raison buns for customers.
  If a customer has a problem, resolve it and provide a solution.
• Ask a customer if there is anything else that you can help them with.
• Ask for client feedback and find out if you are meeting expectations.  If expectations are not being met, work at ways to improve your product, or service.
• If a customer complains, take this very seriously.  Over 80% of people, who receive mediocre or poor service, don’t complain, but will whinge and moan to others.  So if you get just 3 complaints, that means the number of actual complaints is around 15 and the number of people who have heard negative things about your business is around 135.

 Relevant articles and resources

• Starting your own home business
• Is starting a business for you?