As the first quarter of 2018 draws to a close, we’d ask that you think about what went well for your business and in what areas your business could improve. It’s a question that every business should answer at the end of each quarter. Every business experiences growing pains. Even though business owners strive to provide the best service they can, sometimes the ball gets dropped. In our more than 30 years of business experience, we’ve learned something important. In an effort to improve time management and increase sales, many businesses often take shortcuts when it comes to client care. They believe that their definition and delivery of client care should be enough. Often, though, they lose clients that they thought were happy.
Why? Well, it boils down to the single most important thing you need to know about client care.
The Business Does Not Define Quality Client Care
While it’s certainly important that you think about what you believe makes a quality client care experience, your definition ultimately doesn’t matter. Sure, it can give you great insight into basic customer service. You know how you want to be treated when you’re spending your money. You know how quickly you want answers to your questions. You know how easy you want it to be to find an answer to your question.
So, if you don’t get to define quality client care by your experience, who defines it? Your clients. The best way to find out how your clients would rate your service and how you take care of them is to ask. You can ask if they believe your business is doing a good job taking care of their needs. You can ask how they feel about wait time for return calls, answers to questions, and replies to emails. You can ask where they’d like to see your business improve.
Quality client care is an important concept in business, particularly since consumers have more choice than ever before. Responsive and proactive client care can be your secret weapon for client loyalty. Client loyalty creates the possibility of referrals.
Easy Ways You Can Improve Your Client Care
As a business owner, we know that you have a lot of responsibilities. How are you supposed to balance being fully engaged and committed to developing, implementing, and supporting a client care plan while providing services and acquiring new clients? The good news is that you have a lot of options at your disposal.
- Think about using a chatbot for your website. A chatbot can be coded to provide answers to basic questions that your clients have. It can also be used leave messages that you can respond to if the chatbot can’t answer.
- Consider a live chat box on your website. While you may not be able to answer questions 24/7, you can use it during certain hours and set it as offline (and clients can leave a message) when you’re unavailable. You can also hire a virtual assistant or customer service rep to help answer inquiries.
- Make sure that your business is on Twitter and Facebook. Your business should have a presence on whatever social media sites that your target audience is most likely found. You can search on your business name, respond to direct messages, and engage with your clients. Social media is a great way to provide client care.
- Get expert help. Clients ARM works from a remote location and helps businesses of any size take the best possible care of clients. We can help you with client intake, answering questions, setting appointments, and acting as your customer service department. Because we work from a remote location, our services are less expensive than hiring someone to work from your office. You simply assign an unused extension from your business phone and roll your calls to us. We use our more than 30 years of client care expertise to delight and impress your clients.
Ready to learn more about how Clients ARM can help you? Schedule your free consultation.
