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Let’s face it, without your customers you have no business. Whether you have little to no contact with your clients or direct one-on-one meetings with them every day, the importance of a happy client is central to a thriving business and avoiding losing them to a competitor.

So, unfortunately, no matter how irritated, stressed, or crazy your clients may make you feel, maintaining a high quality customer service is crucial to the survival of your business. We have outlined 6 hot tips to ensure your client relations are in tip-top shape and keep those customers coming back for more.

Understanding, compassion and empathy

As human beings, we crave support and understanding in almost everything we do. We want to feel we are being looking after, our opinions are heard and our problems are being solved.

Every person is different, which is why you should take the time to grasp a good understanding of how each of your customers likes to operate, and then adapt accordingly. Some customers might talk the hind legs off a donkey, while others are time poor and prefer a two-minute debrief then left alone.

Consider each client individually and be accommodating to their needs. After all, the customer is always right.

Take the time to get to know them

We mean really get to know them, and then remember them.

As a customer, there’s nothing worse than feeling like ‘just another number’. Clients like to feel identified as an individual, so offer a personalised service, even if it’s just with simple things. Things like sending a surprise gift on their birthdays, remembering their kids’ names and celebrating client anniversaries can make all the difference to a satisfied customer.

You should also give your customers access to real people, not FAQs and robots, and practice active listening whenever you communicate with them.

Value their custom

We live in a world where we are spoilt with choice; choice of where to live, choice of what to eat, choice to move to another accountant …

Even if you know you appreciate your clients (and you should), do they know that? People like to feel that their custom is valued, otherwise they will simply move somewhere it is appreciated.

Think of it like expressing your love to your significant other; you both know you love each other deep down, but sometimes its nice to show it. Whether it’s simply sending a little thank you gift, offering some type of business discount for being a loyal customer, or even just a phone call to ask if there is anything else you can do to assist them, showing your customer they are a valued one helps to build client trust and loyalty.

Consistency is key

We understand life gets busy and you probably have ten other impatient clients waiting on a project. However, is important to show your clients you are vigilant with your schedule and output of work so they know what to expect and when.

For example, don’t say you will do something and then don’t deliver on time. Your clients have come to you because they require your service, and they WILL look elsewhere if you don’t perform. So stay informed with what’s new in your industry, regularly update your knowledge enough to respond to most inquiries, and be true to your word by practicing routines and good organisational skills.

Clear communication

Honestly is the best policy, so they say. Customers appreciate sincerity, especially when it impacts their business. Admit your mistakes when one is made (don’t wait for your customer to find out for themself) and be honest when you don’t know an answer to a question and assure them you will find out. Openness adds that vital human element into your business and helps to build trustworthy relationships with your clients.

When communicating with your clients, try to speak their language. Over a period of time working in a particular trade, we can begin to use industry terms that our clients don’t understand, so always follow up your meetings with an email to be sure they have understood.

Furthermore, it’s good practice to check in with your clients regularly, be active on social media, always remain contactable, reply in a timely manner and never deceive clients with discounts or bonuses that aren’t really there!

A smile goes a long way

Sometimes a simple a cup of tea, a friendly face and a caring smile is all we need as humans to keep us happy. Gaining a loyal client base can be made all the more easier when you’re approachable, friendly and genuine.

If you have a late Friday afternoon meeting with a customer, why not offer them a beer? Or better yet, travel to their office for a change. Having a strong client relations policy and keeping your customer happy will bring in consistent customers, good referrals and make your job a lot easier (happy customers makes for an stress-free life)!

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