How To Set Yourself Apart From the Competition – 5 Tips for Small Businesses
To stand out to your clients and leave your competitors in the dust, it pays to be seen as a client-focused company. Client-focused companies always strive at finding the best ways to keep their clients happy by improving their service and supporting their clients. One advantage of being seen as a client-focused company is that it positions you above your competitors and affords you the opportunity to capture a large share of the market. Most clients are willing to spend more money on a better service, so once your service is stellar, you can even charge more for your services. Here are a few things to consider as you strive to keep your clients happy.
Give them the superstar treatment. You don’t need to roll out the red carpet to make your clients feel like superstars. Treating clients like they are important does not take too much effort on your part, but goes a long way in getting your clients to rave about you and retain your services. Consider the following; how do you greet your clients when they call on the telephone or visit your office? Do you greet them warmly, act indifferent, or treat them like an interruption to your day? What about your overall customer service? Do you project a client-focused image? Do you answer email or return phone calls on time? Do you thank them for choosing your service? Do you honestly seek their interest or just focus solely on your bottom line? Make clients feel important by showing them that you’re happy that they chose your service over your competitors.
Handle complaints professionally. How do you handle the complaints of your clients? Do you pass it off as just another critique from a grumpy, hard to please client or do you stop to consider that there may be flaws somewhere within your organization? Remember, if your clients don’t feel that their complaints had been addressed, they will definitely lose confidence in your company and may deter others from using your services. If you handle their complaints quickly and professionally, there is a strong likelihood that they may retain your services.
Exceed their expectations. It is not enough to meet the expectations of clients. Set yourself apart by exceeding them. In order to exceed their expectations you need to communicate with them by asking relevant questions and listening to the feedback they provide. That way, you get an understanding of their needs and can tailor your services to meet them. Go the extra mile with your service and it will pay off time and time again. Remember, others are vying for their business so you need to set yourself apart.
Get an agreement in writing and adhere it. Before you take on work from a client, make sure that you have a signed contract or an agreement that clearly spells out the terms of service. Be sure to include hours of business, the scope of work that will be provided, the duration of the relationship, the terms of billing as well as other key details. Be sure to have your attorney review it before signing. Relationships tend to go smoother once an agreement is in place, as both parties understand the terms of service. Additionally, in the event that the there is an issue or concern, you have a point of reference.
Make yourself accessible. Clients must never struggle to reach you. Always make it easy for clients to reach you. Provide them with all of your contact information such as phone, fax and email in the signature line of all emails and on voice mail messages. Whilst you want to be accessible to your clients, make sure you’re clear with your hours of availability.
8 Tried and Proven Ways to Show Clients Your Appreciation
One of the best ways to keep clients is to show them your appreciation. Clients like to feel appreciated, so it’s important to take advantage of every opportunity you get to show them that you value their business. Whilst good customer service is the best way to show clients your appreciation, here are eight other tried and proven tips.
1. Express your gratitude.
Say ‘Thank You’ to your customers. Send them gift baskets, tickets to shows as well as cards. Add your personalized touch by sending handwritten thank you cards. A gracious, heartfelt thank you goes a long way in creating a lasting impression and building relationships with your clients.
2. Keep in contact.
Check in regularly with your clients by way of a quick call or a brief email. This helps to show clients that you have an interest in their business. You can use this opportunity to find out if they are satisfied with your service and if there is anything that can be done to improve it.
3. Utilize their services.
When the opportunity presents itself, utilize the services of your clients. If you’re looking to market your services and one of your clients provides marketing services, pass the work on to them, provided you can afford it. If one of your clients is interested in a service that is provided by another client of yours, refer them to each other. This goes a long way in solidifying relationships and creates an avenue for reciprocal business.
4. Provide incentives.
Offer extras, freebies, discounts and other incentives to your clients. It always makes them feel appreciated and gives them a reason to retain your services.
5. Add a personalized touch to your service.
Get familiar with your clients in a professional way. Learn their first names and use it when conversing with them, provided they are comfortable being on a first name basis. Avoid offering a one size fits all solution to their issues by providing solutions that are customized with the individual client in mind.
6. Plan a client appreciation day.
Hold a special day of events for your clients. Offer light snacks and refreshments, discounts on selected services and meet and greet them individually to thank them for their patronage. You can also use this opportunity to distribute promotional material as well as introduce them to new services.
7. Keep your clients informed.
Keep your clients abreast on upcoming events, new services and changes in your business. Your clients should have the inside scoop on what’s new and happening in your business before the market does, so make it your point of duty to keep them in the loop as it helps to make them feel special.
8. Provide information and resources.
Offer information gleamed from workshops, the Internet, articles, newsletters, conferences or workshops that will be of interest to your clients and their business. Clients like to know that you’re thinking of ways to help and improve their business.
