Communications makes everything easier. Schedule periodical calls with your customers to share updates about how things are going and to ask how happy they are with your services on a scale from 1-10, 10 being best. If they do not give you a 10, do not ask why but ask what it would take to make it a 10. If they give you a 10, ask what they particularly appreciate.
Share new market insights, your opinion on the matter, and opportunities that your clients might not be aware of yet. Generating valuable content shows that you are on the top of your game and improves brand awareness. Clients will also be likely to share your content or recommend your services to their connections based on publicly available content.
You should always strive to be the best company in your market. If people see your business as a leading brand in the market, they are much more likely to stick to you. They have confidence in you because the consensus confirms that they already have one of the best providers.
You should always reply to your emails within 24 hours. If possible, within one hour. It is much more effective to reply saying that you received an email and that you will reply as soon as possible instead pf waiting several hours and responding with a long detailed email. Quick response times show that if something important comes up you are always on top of your inbox.
Clients hire you because you are the expert. You can’t afford to be uncertain what’s best for your clients. Your confidence has to come across in your discussions. Avoid “if” in your emails or calls. Anticipate questions that require research, do the research ahead of time and have all the right answers at your fingerprints.
Clients are experts in their fields as you are in yours. You need to listen to ideas and inputs from your clients because they have worked with their own customers longer than you and can make your effort more efficient. If you are providing a service to an end customer, listen to their needs and personalise your service to their liking.
Adding a personal touch to the relationship such as a hand written Christmas card or an email about your work anniversary. It shows that you care and enforce your position as the top of mind choice for your customers.
It is better to under promise and over deliver. On average, unhappy customers share their experience with 20 people or more while satisfied customers share their experience with three or four people. One way to avoid the nay-sayers is to set realistic expectations from the get go and take on only clients that are happy with that.
Don’t wait for customers to ask you what else can be done to improve performance. Come up with ideas and new strategies to proactively tell your clients hoe they can get more out of their budgets. This will show your customers that you are about making sure their investment in your company is helping them grow continuously over time.
State clearly what you do, how you deliver your services, and what customers can expect from you. Customers loyalty increases also based on how mistakes are being handled. Studies show that up to 70 percent of unhappy customers transform into loyal customers if the mistake has been fixed exceeding their expectations.