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Make An Action Plan To Improve Customer Service


Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.


Customer service is all about the customer's perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.


1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours' and the client's), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?


2. Communication. Do you have mechanisms in place to ensure you're communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you're at, what's been completed, what's coming up next, who's responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?


3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you've done it hundreds, maybe thousands of times before, do you take the time to organize and prepare to make it the best client experience possible?


4. Committing to the Little Things. Don't ever dismiss the power of all the little things. Together they can make all the difference and really separate you from the competition. Returning calls and emails in a timely manner. Providing useful information to folks on a regular basis. Showing appreciation for your clients through things like thank you notes, exclusive client-only briefings, and open house, etc.


Clearly these are not the only relevant areas for creating great customer service. I'm sure you can think of more. But, pick just one of these areas and create an action plan to improve it in your business today. Make a commitment to continuously improve the level of service you're providing and see how it pays off. When you've done it, pick another area and work on it.

(c) - Kevin Dervin, KPD Marketing

About the Author:

Kevin Dervin is focused on helping small businesses that are ready to grow, but struggle with how to consistently attract more clients. Visit http://www.proven-small-business-marketing-solutions.com for more great marketing information you can put to use in growing your business today.

Find Kevin's Kansas City based KPD Marketing practice at http://www.ABCDgrowth.com and subscribe to his free ezine called ABCD Grow.


MORE RESOURCES:

Customer Service - Google News

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Customer Service Is The New Marketing - Forbes


Forbes

Customer Service Is The New Marketing
Forbes
Customer service is the new marketing. This statement may sound suspect coming from me, a customer service consultant; it sounds like an example of “when you have a hammer, every problem looks like a nail” thinking on my part, or even the drunk-looking ...

and more »

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee - Milwaukee Journal Sentinel


Milwaukee Journal Sentinel

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee
Milwaukee Journal Sentinel
The Big Money Addicts did more than just sell heroin in Milwaukee — they created a business model that maximized profits by putting a premium on customer service. Using stolen cars, the gang offered round-the-clock, curbside drug delivery service ...

The True Value Of Customer Service - Forbes


Forbes

The True Value Of Customer Service
Forbes
In my experience, being a captive insurance manager is a great niche business with high barriers to entry, but despite the competitive advantages for an expert in captive insurance, the most important criteria for success as a captive manager is not ...

Grocers' Customer Service Can Counter Online Threat | Progressive ... - Progressive Grocer


Progressive Grocer

Grocers' Customer Service Can Counter Online Threat | Progressive ...
Progressive Grocer
In a bid to compete with Amazon, Seamless, Peapod, FreshDirect and the other countless businesses that deliver food and individual meals to your home, supermarkets are seeking ways to get shoppers into their stores and buy. The rise of the internet ...

and more »

Customer service staff need to be problem solving not apologising - The Conversation AU


The Conversation AU

Customer service staff need to be problem solving not apologising
The Conversation AU
Traditional customer service is struggling as consumers solve problems online and expect options in person.

and more »

For better customer service, travelers turn to Facebook Messenger - Chicago Tribune


Chicago Tribune

For better customer service, travelers turn to Facebook Messenger
Chicago Tribune
Research suggests that travelers may be receptive to handling customer- service issues through Messenger. A study from digital commerce company SAP Hybris found that 71 percent of consumers are willing to share some of their information with brands, but ...

and more »

How Customer Service Fueled T-Mobile's Big Comeback | Fortune - Fortune


Fortune

How Customer Service Fueled T-Mobile's Big Comeback | Fortune
Fortune
The formerly fading wireless carrier T-Mobile has doubled its revenue and subscriber base since CEO John Legere took the helm.

and more »

Online pet retailer Chewy seeks 400 'kind' people for customer ... - Sun Sentinel


Sun Sentinel

Online pet retailer Chewy seeks 400 'kind' people for customer ...
Sun Sentinel
Online pet supplies retailer Chewy officially opened its new customer service center in Hollywood on Tuesday that employs 1000 people and is hiring 400 more customer service representatives.

and more »

LL Bean Axes Its Return Policy (But Its Customer Service Is Still A Retail Gold Standard) - Forbes


Forbes

LL Bean Axes Its Return Policy (But Its Customer Service Is Still A Retail Gold Standard)
Forbes
In fact, as the power of traditional marketing has waned and the power of digitally-enhanced word of mouth has grown, customer service has become the new marketing, with far more power to build a company than ever before. Even the coverage of this ...

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