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.
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.
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.
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.
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.
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.
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.
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