Another year is upon us and it is a great time to start thinking about how your clients view the service you are providing. Employing the right client service philosophies is what will set your company apart from the rest of the competition. There are a few key areas to focus on when developing these philosophies for your organization. It all comes down to communication and having the right people in the right positions.
To clients, frontline representatives are the face of your company. It is imperative to have the right people, with the right personalities, in client-facing roles. When putting together your project teams, focus on those who are friendly, exude a positive attitude, and demonstrate a genuine interest and enthusiasm for the job. Frontline employees should view themselves as the ambassadors of the organization. These individuals should be trained in the best practices of corporate communication skills and empowered with the tools necessary to be an internal advocate for their clients.
One of the most important roles for your company ambassadors is to show customers that they’re valued through effective communication strategy. Like anyone, your clients want to be appreciated and respected. The most effective way to show customer appreciation is by understanding their needs and responding to these needs in an efficient, accurate, and timely manner. To accomplish this, key communication components need to be defined and initiated. There are four crucial steps in effective communication strategy. They are: Listen, Ask, Respond, Adapt.
- Listen to your clients. Being a good listener is the first step to becoming an effective communicator. To fully understand client needs, one must engage in reflective listening. Seek to understand your client’s goals by engaging them in conversation. Then, offer the idea back to them, to confirm the idea has been understood correctly. You want to reconstruct what your client is thinking and feeling and relay this understanding back to the client in your own words.
- Ask customers what’s on their minds regularly. That includes their satisfaction with their most recent sales or service experience with your company. Remember, keeping mindful watch on your customers’ expectations for service has a direct impact on the bottom line of your business.
- Respond to customers promptly when they contact you, whether it’s a concern or a compliment. Show them you’re listening and that you care. If there’s a problem, solve it promptly so they leave the experience feeling satisfied.
- Adapt your business based on customer feedback to better meet their needs. Communicate the changes you’re making based on what they’ve asked for.
Lastly, your company’s frontline employees should not assume your clients know you appreciate their business. A little gratitude can go a long way. Even if it seems obvious, let your clients know that their business is appreciated. Incorporating “we appreciate your business” in your client communication keeps you from taking your clients for granted. Try it today. Tell your clients you appreciate their business during your next phone call or email.
Have you thought about how your clients view the service YOU are providing? If you were a client of your organization, would you feel valued? The answers to these two questions will help you develop and improve upon your client satisfaction strategy.