Are you keeping on top of these key metrics? It could be costing you thousands…
With business shifting to the World Wide Web in ways like never before, it is important to not just deliver your product or service to an adequate standard, but to go above and beyond for your clients and customers. Solve their problems, and Make them feel great about choosing your brand to transact with in the process.
Keep these in your head with every interaction, and become unforgettable in the mind of your customer’s
Speed of Output
If a customer decides to go ahead and choose you to do business with, do everything in your power to reduce the time delay between payment and an output of some description. In situations where the delivery of services, or products cannot be done quickly or instantly (for example, digital marketing and SEO services, coaching, or a product that needs to be delivered from a different location.) There needs to be a procedure in place to provide something to the customer in its place. Sometimes it can be as simple as an order acknowledgement email, an invoice with tracking numbers etc, further information about the services being purchased, including documentation to pre-inform new clients and to provide additional depth to get them up to speed ready for the actual deliverables to come, a follow up call or even something like a gift basket!
There is nothing worse than making a purchase and receiving nothing but radio silence from a business. The follow uncertainty and frustrations associated with waiting for a response, or even worse, needing to follow up with a business is a sure fire way to make sure customers don’t come back for more. Don’t do that to your clients and customers. You want to be the one to solve their problems, no pile on new ones.
Make promises, keep promises
The delivery of goods and services is paramount, you’ve transacted money with somebody, now it’s time you deliver.
Ensure your deliverables are thoroughly understood by both you and your customer. Set clear expectations to ensure they know exactly what they’re getting, and you know exactly what you’re providing. If you tell a client you’re going to do something, do everything within your power do it. There’s nothing worse than getting caught up when presenting the final result, just to be met with disappoint as the customer may have been expecting something different.
This is also your opportunity to go above and over deliver to clients. Pay attention to the small details, go that extra mile to ensure their success and give them an experience they’ll never forget and make them a customer for life. In a sea of competition online, if a customer has already had a great experience with your brand, why would they go elsewhere and risk disappointment?
Follow up
You’ve taken money from a new client, provided speedy service and ultimately kept up your promises to the client. You’re Happy, They’re happy…but are they?
This is a great opportunity to take the time to follow up with customers. Find out what was done well, what could have been done better and identify if expectations were understood and met. Use the rapport developed with clients to obtain honest feedback in order to improve your product and service. Make them feel heard, and use that to improve your business as a whole.
So…
While these tips may seem simple and straightforward, when working deep in the trenches of the day to day in your business they can often be overlooked. Business is ultimately about people, management, employees and customers. Always aim to be congruent and do right by all.
Ultimately the aim of the game is about serving, providing value and solving problems. Do this to a high level and money will come as a result.
Go out there and get it!
