Delivering the "Wow" Factor
In this age of ever-declining customer service, it's important that we, as small business owners, take responsibility of our customer service skills and really take care of our customers and clients. So what are some GREAT customer service tips to make sure that your customers always feel like they're number one in your business?
Don't let the "grumps" invade your business.
No matter how bad your day is going or your week, for that matter, don't ever let it invade any sort of communication with a client. If you absolutely cannot deal with a customer problem at that moment, let the phone call go to voicemail or let the email sit in your inbox for a moment and take a break. Go outside, get a fresh breath, whatever it takes… When you're speaking to your client, get a smile on your face and don't get upset.
Turn the tables.
Go into any situation with a client with the following questions in mind: If this were me, how would I want to be treated? What would I be expecting to compensate me for my time, my unhappiness, etc.? How would I feel?
Be honest with your customers.
Set out what you can and can't do from the outset of your relationship with your clients. Don't propose doing things you don't know how to do and don't accept assignments you can't complete or don't know how to do. If, for some reason, you can't meet an assigned deadline, be honest with them about why you can't meet it and ask for an extension. Let them know as early as possible that you can't meet it and go from there.
Provide alternatives.
If you can't do something that a customer asks of you, provide alternatives, whether it's farming some work out to a colleague as a subcontractor or suggesting other professionals altogether. This not only makes customers think you're an honest businessperson, but it often results in positive word of mouth.
Under-promise, over-deliver…
Whether it's "padding" the time you quote for a project or giving yourself a cushion on delivery time, always try to exceed their expectations of what you're doing for them. For example, if you tell them you're going to have a PowerPoint presentation proofread for them in three days, get it done in two and maybe find some additional clip art/photographs for them to use to "kick it up a notch."
Record special dates in your clients' lives and remember them.
Send hand-written notes for birthdays, anniversaries, special dates, etc. And always send hand-written thank-you notes for special gifts or bonuses received from them. While this may seem old-fashioned and a little quirky, it means a lot more to someone than a quick email or phone call.
Follow up with customers.
When you complete a project or order, don't just leave them hanging until they get your invoice or until they need you again. Follow up with them to ensure that they got what they wanted and don't need something changed. Be proactive with your clients' satisfaction levels.
People are more likely to refer you on to their friends and associates if they're content with your level of customer care than if you deliver a superior product. If your level of dedication and honesty is there, the word-of-mouth advertising is priceless.
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Delivering the "Wow" Factor
© 2005 JERPAT Virtual Assistants
Patty Benton is the owner of JERPAT Virtual Assistants and JERPAT Web Design, http://www.moretime4u.org, which provides affordable administrative and web design support to coaches, small businesses, religious organizations, and realtors. Additionally, Patty is a coach for new entrepreneurs interested in venturing into the virtual assistance industry that is affordable to all, and she has also written an e-book that takes virtual assistants through the process of setting up their business. Visit her coaching site at http://www.virtualvacoach.com for program details and great business resources. She has also partnered to establish the ministry Acknowledging Christ Together at Work http://www.actatwork.com If you would like to receive Patty's articles and other tips in your mailbox every month, you can sign up at http://www.mortime4u.org/home.html
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