Taking Care Of Your Clients

What is your customer service strategy to take care of your clients?

Excellent Customer Service

Most companies will let you know they have an excellent customer service strategy.  They talk about being the best at it.  This is one of those areas of a business that can be biased.  It is difficult to measure exactly where your business stands.  What are those little things you and your team do different to set you apart from the rest?

Delivering excellent customer service on a consistent basis results in being the leader in your areas of expertise.  Your clients will continue to support and refer your team.   New opportunities will arise as you continue to build and grow your brand based on this strategy.

Qualifying To Understand

Qualifying every opportunity, from the first inquiry to the long-term client, ensuring you fully understand the scope of the request is one of the keys.  When you understand, you have a better chance of providing a solution to meet and surpass their expectations.  Asking more questions leads to better customer service.

I believe the qualifying stage is one of the most critical areas to develop long-term trusted relationships.   It starts the relationship in the right direction showing how much you care and understand the clients' requirements.   It is more than just the "transaction" relationship you are building here.   Trust is being built which leads to this life-long relationship along your journey.

Feedback

Requesting feedback on a consistent basis with your clients is a good strategy to adopt.  It takes several questions in your discussions to uncover some of the items your client may share as a concern.  Listen.  Stop.  Listen to what they are saying.  Responding and taking action to address these items will go a long way for your customer service strategy.

Some metrics to help gauge your customer service level include your client retention, client acquisition and referrals.  If one of these metrics is stagnant or declining, it is a sign to immediately review and update your goals and objectives.

Being Perfect

Things do not have to be perfect and we do make mistakes at times.  Own the error, fix it and keep the discussion moving forward.  It is the communication and relationship building processes you have in place that will result in happy clientele.  Always offer the three golden steps in customer service:  follow-up, follow-up and follow-up.  Read the three golden steps again.  Deliver these steps all the time.

Communication

Mix your communication with e-mail, social media, phone calls and virtual meetings while we transition to in-person appointments. Going "back to the phones" is an interesting and proven concept that works in building those strong relationships which result in excellent customer service.

At AlphaKOR, we are always aiming for wowing everyone.  The AlphaKORians' are doing a great job in delivering this strategy!

What is your customer service strategy to take care of your clients?

(Originally published on 09.16.20)