Tips for Providing Great Customer Service to Your Clients

•  Respond to Clients as Soon as Possible 

Speed is everything in this business, especially when a client is requesting something that’s time-sensitive. Try to reply to your clients as soon as your are able.  In this day and age, there are several ways to communicate, call and leave a message, email, text, etc.  Even if you can’t work on the task they’re requesting you to accomplish right away, at least let them know you've received their request and then supply them with a timeline of when you’re able to get the task completed.

•   Keep Clients Updated 

Even if you don’t have anything major to report, you can still let your client know what you’re working on, and how things are progressing. Status updates give clients reinforcements that they’re involved in the project and the process.  We suggest sending an email outlining the progression.  If you’re facing project obstacles, the best thing to do is to let them know right away. It shows that you’re keeping them in the loop and that you have things under control. If it’s something major, communicating your concern right away allows clients to plan for possible delays in the project’s completion.

•  Go the Extra Mile 

Be there when the client needs you.  If there is something that needs your attention, drop what you’re doing and attend to it!  Do what you can to go the extra mile.

•  Fix Your Mistakes

If you did something that didn’t end up working out as expected, you should always repair it. A quick way to lose a client forever is not admitting that you are at fault, and not fixing your own mistakes. You should always strive for a high-quality output; it shows that you have a high level of standards in your craftsmanship.

• Listen to Your Clients

It’s important to listen to what your clients are communicating to you. Understand what they are saying and ask for clarifications on things that might be ambiguous. Clients might be unfamiliar with certain terminologies in our profession, and what you think they mean might be different from what they actually mean.  Listen to what their needs are, and then offer your suggestion on the best way to go about fulfilling their needs.

• Keep Your Promises

If you say you’re going to do something, make sure you do it. It’s part of being a professional. If you need more time on a certain task, you should let them know as soon as possible, not after you’ve already missed the deadline. Honoring your commitments is very important.

• Maintain Patience

Never show clients your agitation! If you feel like the client is overstepping their boundaries, let them know in a cordial and professional manner. Maintain professionalism at all times.

• Keep Educated In Your Field

You are a paid expert. Continue to educate yourself in your field to remain up-to-date with your profession;  and always be ready to answer questions your client needs to know. If you exhibit signs that you don’t know your craft inside out, you risk the chance of ruining your professional reputation.

• Put Yourself in Their Shoes

If you were in their shoes and were being treated the way you’re treating them, would you enjoy that experience? If so, you’re doing a good job. If not, you probably want to get a little better. It’s important to constantly evaluate the way you communicate with others. Our profession is heavily reliant on communication skills.

How to Understand What Your Clients Really Want

Every client is unique and their needs and expectations will differ.  The “one-size-fits-all” approach does not apply when it comes to understanding what a client really wants.

A good starting point in determining what your client  really wants is to simply ask them...but often times these ideas can be misunderstood, as clients may have a hard time communicating their thoughts, needs, and preferences.

Here are some other key points:

Effective communication is most important. Take the time to listen to what they have to say; be empathetic and compassionate; encourage them to be open; and seek feedback to confirm that you are both on the same page.  Show that you truly care about your client.  Ask questions to clarify your understanding on things, then again - listen to what they have to say, take notes and lean in to show that you’re engaged in their answers.  When you take an interest in people, they remember you, and when people remember you, it’s good for your business!  

Modify your style. As the client shares their thoughts and opinions in their own words, you will gain insight not just into style they want but also the client as a person. This enables you to individualize your approach and language style to suit that particular client.  For instance, observe their eyes, handshake, body language or tone of voice.  Try to capture the physical impression your client makes and try to match the spirit, of course without losing yours.  Rising to your customer’s emotional level will make an impression.

Get to know the client. Gain an understanding of their industry, and the challenges they face on a day-to-day basis. This knowledge allows you to assist the client by identifying opportunities to detect and avert potential scheduling problems early.  Also, get to know their home life, their spouse, the children’s names, as well as the family pet...this brings you to their level and shows them that you genuinely care.

Build the relationship. Make the effort. Showing interest and being involved helps to build the relationship with the client and promotes mutual trust and respect. Share your network of contacts with your customers. Look to give away things that increase your value. Perhaps they need a referral to a partner of yours, or help finding a new dentist. Or, maybe they have a business problem that can be fixed with a new idea you read about or heard from someone else you've met.

Work together. Be honest, friendly, approachable and accessible. Offer the client solutions (not just answers), and provide practical advice to enable the client to make informed decisions. Encourage the client to consider non-financial and lifestyle factors when making decisions. Taking all these things into consideration will assist to promote a good understanding of each client’s needs and expectations, which provides a solid foundation on which to build or grow the relationship.

Recognizing the importance of these key factors, enables us at Carla Bast Interior Design to tailor our services to provide advice that the client can rely on, and a finished design that brings the "wow-factor" they are all looking for.