In any kind of industry, you won’t get nearly as far without support from your clients and customers. Client relationships are important in business, and the statistics about Word-of-Mouth Marketing make that fact obvious. Word-of-mouth is credited for driving $6 trillion in annual global spending. And nearly 90 percent of people trust a brand when a friend or family member simply recommends it. That’s powerful. These are just a few of the reasons it’s so important to provide personalized customer service to your clients.
Great customer service will improve your bottom line. And your customers will appreciate their experience more when you treat them with respect. Here are four tips that will help you start building client relationships that last.
Understand your clients
Listen for the small details about your clients that show you know and hear them. Ask questions that help give you insider perspectives. Listen for their pain points so you know how to provide solutions that work for them. You’ll also need to make sure they understand you, too. They need to know why you’re the right person to solve their pain points. Great relationships begin with mutual respect.
When you’re able to connect on a deeper level, it’s easier to add value to your shared relationship. When it feels genuine, your clients are more inclined to trust you and what you’re bringing to the table.
Treat them as individuals
You may have heard of buyer personas already, but if you haven’t, start thinking about building them. Buyer personas are somewhat fictional examples of your target market. But they also help you think through who should be on your client list. They can help you prepare specific marketing tools for their needs, such as targeted emails.
Make sure you’re using your Customer Relationship Management (CRM) tools to document information about your clients. You can use a CRM to record pertinent details about your clients, which means you’ll have details about them right at your fingertips. Staying responsive and informed helps clients feel like you’re invested in them and their needs. It leads to a better customer experience for them.
Go above and beyond
It’s not enough to just give great customer service. Use the knowledge you have built up about your clients to surprise and delight them. Here are some simple ways you can do that:
- Mail a handwritten note of thanks.
- Remember their birthday with a card and gift certificate for a cup of coffee or treat.
- Send them a care package if they’re a major client, and make sure it fits who they are.
- Keep sharing pertinent information with them for free.
If you’re part of a larger company, you may want to consider creating a loyalty program or sending a discount to say thanks for their loyalty. A little something often goes a long way.
Follow up with your clients
Has some time passed by, and you haven’t talked to your client in a bit? Take some time to follow up with them and see how they’re enjoying their purchase from your company. You could ask for feedback on the transaction. Or keep it simple by just calling to say hello or check on them and/or their family.
That follow up can have a lasting impact on the way they view you and your business. It often can improve their overall experience and even boost sales in the end. It may even help you feel better about your experience, too.
It doesn’t take a lot of effort to make your clients feel like friends. And it’s always worth it. You’ll be improving their experience with your company while helping them feel like they matter. And it goes a long way in building relationships that will last for both you and your business.
Jim Allen is a business leader and entrepreneur who has built one of the top-producing real estate groups in the Triangle. He is President of The Jim Allen Group, which is consistently named one of the top real estate teams in North Carolina and even North America.