Do you know the secret of making clients, repeat clients?

Posted on | January 6, 2009

I’m going to break a bit from the technical issues with this post and talk about the single most important aspect of any service oriented business, customers or clients.

So, the secret to increasing your client base and making repeat customers out of everyone that walks through your doors?  It’s customer service! If you own a service oriented business the number one proven way to get your customers to come back to your business and to impress them enough that they will recommend your business to other people that they know is to provide superior customer service. No matter what industry your service business is in customer service is the key to making customers want to come back.  Customers always have a choice of where to spend their money. They will spend money at a business where they feel that they are welcomed and valued. So doing everything you can to make them feel that way is the best way to get them to choose your business.

What do customers want when it comes to customer service? There are lots of ways that you can provide great customer service that will make your customers happy but in general you need to make your customers feel as if they are old friends and that you really value their business.  How can your employees improve their customer service? Here are some easy ways that employees can make every customer feel special:

Greet customers by name.  Employees will usually learn repeat customers names but train them to sneak a peek at a customer’s file or at least greet the customer and ask his or her name as they enter the office.  A warm welcome by name is a great way to give clients a good impression of your business.

Actively listen to customers.  Active listening means making eye contact with the customer and really focusing on what the customer is saying instead of trying to answer the phone, write in a file, make an appointment for another customer and do something else on the computer at the same time the customer is asking a question.  Sometimes it’s hard to find the time to focus on each individual client but it’s necessary to do that if you want to turn the bulk of your clients into repeat clients.

Acknowledge mistakes. Everyone makes mistakes. Most of the time clients will be understanding about mistakes like billing errors or scheduling mistakes but only if your staff own up to the mistake and take responsibility for it.  Admitting the mistake and apologizing will go a long way to soothe a ruffled customer. So even if a staff member makes a mistake you can still turn that customer into a repeat customer if your staff members are trained in the art of great customers service.

 

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