While the Internet opened a world of possibilities to grow your business, it’s also created a new level of competition between businesses. Since consumers have more choice than ever before, what can be done to make your business stand out? Creating the perfect client experience. Here are 5 strategies you can use to help you build the perfect client experience.
Make Every Client Feel Like Your Only Client
To create the perfect client experience, make every client feel like they are your only client. This doesn’t necessarily mean that you have to jump through hoops and constantly rearrange your schedule. If you did that, a client would eventually get upset with you because they feel that their needs aren’t being addressed. So, how do you make every client feel like they’re your only client? By putting your focus fully on their project or their presence. This means that when your client comes in for a meeting, your desk isn’t covered with other client files. You don’t answer calls from other people while you’re with your client. While you’re efficient and don’t waste their time, you don’t rush your client through the process or the project. Don’t take short cuts and don’t wait until the last minute to work on their project.
Incorporate Total Quality Management
Total quality management is a business management theory that helps you put your clients first. It means that clients receive quality attention and care no matter who they interact with in your business. Total quality management is a team effort. It means everyone from the receptionist and file clerk to the most senior member of your business has one goal in mind: delivering quality service to your clients.
So, who decides what quality is? The clients, of course. As you learn what it is that your clients want in terms of services and how they are treated, you implement those items into your business. When clients are happy, they refer their friends, family members, and colleagues.
To find out what clients think about your current business practices so that you can improve, use a survey. You could conduct a phone survey, an email survey that submits answers anonymously, or ask clients to fill out a survey while they’re in the office. If you’re worried that you may not get honest answers or that clients won’t participate, you should explain the purpose of the survey, keep answers anonymous (or inform them that contact information is optional), and offer a drawing for a prize or an incentive like a coupon that takes a small percentage off of their next purchase.
Practice Active Listening
One of the best ways to make clients feel like they matter is to practice active listening. Active listening is comprised of several parts. The purpose, though, is to keep the client and their needs central in the project.
- Don’t interrupt when your client is speaking. It doesn’t matter if your client is on the phone or sitting right in front of you, don’t interrupt. Let them finish their train of thought. This is helpful for two reasons. First, the client can finish their entire thought. Second, if your client is upset, letting them talk can help them calm down.
- Use signals that indicate you’re listening. When you’re on the phone, this can mean saying things like, “Yes,” “Okay,” “I see,” and “Then what happened?” This is particularly important when you’re on the phone because the client can’t see you. If you’re meeting with the client in person, use good eye contact and body language such as nodding your head to show that you’re listening.
- Stay focused on the conversation. Don’t think about your response. Don’t think about your next appointment. Keep your focus on the conversation. When you’re thinking about something else, even if you’re thinking about your response, you could miss something important that the client says.
- Ask clarifying questions. When your client finishes, ask clarifying questions if you’re confused about something or need more information. This is your time to make sure that you and the client are on the same page with the conversation.
Put Yourself in the Shoes of Your Client
One of the best strategies you can use to build the perfect client experience is to put yourself in their shoes. You know how you like to be treated. You know how you don’t like to be treated. Your own preferences can help you refine your client experience.
Looking to Improve Your Client Experience? Contact Clients ARM
If you’re looking to improve your client experience, contact Clients ARM for your free consultation. Clients ARM offers a wide array of services that can help you make your clients happy. We provide telephonic client intake, telephonic customer service, and more. To learn how we can help your business, schedule your free consultation.