Becoming a Service Providing Superhero to Your Clients
Here on the Clients ARM blog we talk a lot about the importance of building client loyalty. Client loyalty is the backbone of any successful business. You can become a service providing superhero to your clients. Remember, happy clients stay with your business and they refer others to you!
Be the Expert They Need
Clients seek out service providers because they need an expert. So, you have to continue to develop professionally to be the expert that they need. Regardless of your industry, make sure that you’re either attending your continuing education courses or that you’re actively seeking out opportunities to learn more about your industry. No industry is static. Changes are made each and every year. What are some ways that you could improve your client’s life or business? How could you make things easier on them?
Be Pleasant and Helpful
In a day where customer service means very little to most companies, you can be a service providing superhero simply by being pleasant and helpful. Even common actions such as returning phone calls and emails within a reasonable amount of time can make a client feel extra special. Make sure that your client gets the information that they need. If you have to research something, don’t be afraid to say, “I don’t know, but I will find out and let you know as soon as I can.”
Be pleasant even when it’s difficult to do so. We all have bad days – including clients. Yet, treating clients with compassion even during times of difficulty can go a long way in building or even repairing client loyalty.
Be There When They Need You
If you tell your clients that your office hours are 8:00 AM to 4:00 PM, be available for them if they need you. While you may still have to schedule meetings or work with other clients, you can still schedule your day to make sure that you’re able to return phone calls and emails. Nothing frustrates a client or a potential client more than trying to reach out to a service provider during their stated hours and not being able to contact them. This can eventually lead to the client or potential client taking their business elsewhere.
Be Solutions Oriented
When your clients come to you with a problem, be solution oriented. Clients come to you to solve a problem. Instead of continuing to emphasize the problem, look for the best solution and turn your focus there. This helps your clients by showing them that there is an answer to their problem and that you’re going to help them get there.
Being solutions oriented is also a great strategy that you can use to handle clients who are upset. Clients who call you because of a billing problem are often upset. You can become the problem solver. Their problem affects you. If they’re unhappy, there’s a chance that you either won’t get paid or that you’ll get paid, but lose the client’s business. Look for ways that you can provide a solution that works for both your client and for your business.
Custom Solutions for Your Business
Clients ARM is the premier provider for remote custom solutions for your business. We take on administrative tasks such as client intake, billing, IOLTA management, credit programs, accounts receivable, customer service, and collections so that you’ve got more time to focus on your clients and growing your business. To learn more about how we can help you become a service providing superhero, contact us to schedule your free process review.