No matter what products or services your business offers, great client service is a universal food everyone loves to eat. Though it can be seasoned a variety of ways, it’s essentially the same delectable dish that customers keep coming back for. The truth is that many clients actually want the same things: to be valued and to feel like they’re making a good investment in your business.
Though we’re certainly not chefs here at Designzillas, we do believe we have the secret sauce for great client service. Here are some of the key ingredients:
FOCUSING ON BUILDING RELATIONSHIPS WITH CLIENTS.
Great client service starts with building trust and credibility, which is created through open, communicative relationships that keep your customers/clients in the know and well taken care of at all times. This means focusing on how your products are serving them, not how many you’ve sold to them. Once you build a solid relationship with your clients—one in which they feel respected and valued—many will serve as promoters for your business/brand. The best part about that? You don’t have to beg for testimonials or referrals and it doesn’t cost you a thing!
CATERING TO EACH CLIENT’S COMMUNICATION PREFERENCES.
There are always those inevitable clients who want to be involved in every step of the process, from approving all content to being in every meeting and more. Others prefer to not be involved at all until the final project is complete. So then, which one’s better? Well, neither. Every client (and even every individual) has different ways they like or need to be communicated to, and because of that, it’s always a good client-service best practice to understand what those are on an individual basis so everyone is happy.
From client communication to customer service and everything in between, it’s important that you are consistent with everything you’re doing for your clients. For instance, a marketing agency might offer social media management and report to a client. If you set up the expectation that they will receive full management—including posting, responding to messages/posts/comments, etc.—plus an end-of-the-month report, it would be in your best interest to be very consistent with those tasks and not just occasionally manage or occasionally pull a report. This builds trust and credibility—two very valuable qualities that are essential to any successful business.
TAKING TIME TO DELIGHT YOUR CUSTOMERS.
This may seem like a contradiction to the previous point, but the idea here is to try and be inconsistent in terms of only offering the basics of your services. On occasion, delight your customers with a little something extra—an added service, a thank-you email, etc. Everyone likes to feel taken care of, but when they feel like they’re receiving some special treatment, it contributes to strengthening that business-customer relationship and creating brand ambassadors organically. This being said, be careful not to set the expectation that they will always receive something extra. Simply explain that though it won’t be a frequent occurrence to receive these extra materials/services/etc., they can expect occasional items when you’re able to because you value them as a client. As long as it’s clear what should always be expected and what will only come occasionally, this should go over well for you.
MAKING SURE EVERYONE ON YOUR TEAM IS ON THE SAME PAGE.
When you’re the customer/client, you expect the team you hire to be in constant communication over the products/services you’re purchasing. And as a business, you expect the same thing from your team. Sometimes, however, that isn’t the case. When a salesperson tells a client they’ll receive, Y and Z, but they only receive X and Y because of a miscommunication, it usually doesn’t end well, often resulting in more work for the team to do. Great client service means providing clients with a team that knows the complete ins and outs of your project and can give you the same information no matter which team member they speak to.
GIVING CLIENTS RESOURCES AND INFORMATION THEY ACTUALLY WANT.
This last one is what inbound marketing is all about. Nowadays, people just want to find the thing they’re looking for at a time that’s convenient for them and in a way that they want it to be received. If you’re a florist, for example, and your website features a landing page specific to bridal flower arrangements, it might be in your best interest to create a blog article about what the newest styles are for the season, rather than sending something like direct mail piece about flower arrangements for funerals. The first option offers relevant (and free) content that’s readily available anytime the bride-to-be would like to view it, while the direct mail piece is irrelevant, unwanted and interruptive.
When cooking up a batch of client service, use a recipe that won’t leave a bad taste in their mouths. Consider these key ingredients, and your clients are sure to come back for a second helping.
Learn more information about inbound marketing by viewing our other blog articles online.
Hearing about growth-driven design for the first time? Learn more about the three pillars of GDD and how this methodology can help you solve your greatest marketing challenges.