I could write you a thesis about why customer and client service should be one of your top concerns. Instead, I’m going to boil it down to one succinct line.
EXCEPTIONAL SERVICE = EXCEPTIONAL RESULTS
We all want to make money and have repeat customers. We want to live off referrals instead of sinking money into online ads and robust marketing systems. We want to see a return on our effort and spend the majority of our time focusing on what we love.
You can easily get there by designing exceptional client experiences that consistently deliver exceptional results. Just start with the 3 E’s.
EASE OF DOING BUSINESS
How easy are you to do business with? Do you answer emails quickly? How difficult is it to schedule time with you? Are you proactive in communication? Do you stick to policies “no matter what”?
If you want customers and clients to return, ensure their experience working with you was easy. Ramp up your communication skills to be obsessive about the details and be proactive about answering “What’s next?”
This doesn’t mean giving away service and products for free in hopes of seeing a return. No, no. Giving away free stuff only elicits the “Oh, cool” response. Exceeding expectations should be thoughtfully designed to elicit the “Oh… wow… thank you so much!” response.
Actively seek out opportunities to expand on your client’s experience. Exceeding expectations boils down to being generous with your time, energy, and resources in way that adds unexpected value to your customer.
Are you using the best systems/tools possible for your business to deliver products and services thoroughly? What can you intentionally automate? Have you streamlined your operations into lean processes?
It’s simple – the right systems will elevate your client experience and business. Whether it’s making the contracting process fully digital or creating a central location for all your coaching program content, leverage the right tools and processes to quickly and efficiently deliver your products and services.
If you don’t know where to start making your improvements, ask your clients. Send out a simple survey that asks for highly specific feedback. Such as, “What improvements would you make to the onboarding process?”, “What suggestions do you have to improve the product delivery process?”, “During our engagement, what activities felt unnecessary?” Then filter the feedback through your values and get to work!
Learn how to build a client experience that delivers all of this through intentional, thoughtful design in my on-demand Client Experience Mapping course. Click here to learn more.
Jen Lawrence is a productivity and systems expert passionate about creating ease through systems. With over fifteen years of administrative and project management experience, she helps entrepreneurs develop custom client experience and operations solutions so they can transition from the Chief of Everything to CEO. Learn more about Jen Lawrence at http://www.jenlawrence.co.