Dynamic Ways To Serve Your Clients

By Sarah Landrum

1. Always Available Wins The Game

Clients like to know that people are available to them — always be available to respond to their needs, whether tTThey are asking about shipment dates or product features. Answer phone calls, emails and texts as quickly as possible, but certainly within 24 hours.

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If a client is asking about something you need to check on, whether it’s product specifications or a billing date, don’t let that stop the quickness of your response. Tell the client you need to take a thorough look at the spec sheet once you’re back in the office, or you want to touch base with the accounting department. Then, of course, follow up with the answer. Clients will appreciate knowing their needs are on your mind.

2. Listen To Their needs, Not Your Quota

The best client service comes from people listening to other people. All businesses have needs. Products and services are purchased because those needs are filled. If your company is offering goods and services that interface only with certain software, for example, it might be a genuine problem for companies that have already invested in a different software type.

Rather than suggesting that the client change something they have already put capital and training time in to, listen to why they use it. Could your product be reconfigured to fit what they already have? If so, you may come to be seen as a client service star.

3. Use A Business Phone Answering System

Quick response to a client often takes place over email or even text. You may not be in a place where you can comfortably take a call during the day, especially one where you want to lay the groundwork for even better customer service, like listening attentively and taking notes. You could be in meetings, on a call or walking through a plant floor. Clients themselves may also be out of the office and not always reachable by phone.

But a direct conversation will often yield insights and data that purely electronic communication can’t. It can be perceived as warmer and friendlier to communicate by phone than by e-mail as well. For those reasons, telephone communication needs to be part of your business plan. A business phone answering system answers all your calls and makes sure you never miss one, professionally and accurately. It reassures your clients that they can reach you anytime and anywhere.

4. Train Your Staff

All staff providing support to you needs to be trained in their role toward clients. They need to be able to answer questions that don’t need your attention, for instance.

Make sure you have touched base regarding business etiquette, too. Emphasize the need to be polite and not as casual as you’d be with friends. This is especially important if you have a young staff who might think social media rules apply in business. Not all of them do. Also, make sure your staff knows to be available to clients for their level of support. The 24-hour rule needs to be in effect for them as well.

5. Be Thoroughly Familiar With Your Product

Don’t expect a client to be impressed if they ask a routine question about your product or service, and you can’t answer it off the top of your head. Yes, there may be times when a question requires specialized knowledge, and you’ll need to check. But you should be familiar enough with your product that answering most questions is second nature to you.

Source: entrepreneur.com

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