Many small businesses invest a lot of resources into finding new business, and though continual marketing is one of the keys to long-term business success it’s also important to remember that it’s always easier to sell to customers you already have than to find new clients. One of the best strategies for generating repeat business is to ensure the client experience is top-notch; you want your clients to feel both confident in your ability to meet their needs and appreciated by you and your staff. When you can make your clients feel special, they’ll never even consider your competitors for future work. The following lists five ways to enhance the customer experience.
1. Anticipate problems and prepare solutions
Do your homework before meeting with clients, and do your best to anticipate their current problems so you can instantly propose sound solutions. You want customers to understand you’re an expert in your field, so the ability to quickly offer solutions is an asset. When customers feel you “get them,” they’ll be confident doing business with you.
2. Institute a culture of friendliness
How many times have you called a small business and been turned off by the attitude of the person answering the phone? It’s happened to all of us, and it makes us want to jump ship for another company. If you want your clients to have the best experience possible, do everything you can to institute a culture of friendliness. From the person answering the phone to the IT department to, well, just you, if you treat your customers like old friends instead of just another paycheck, they’ll fall in love with your business.
3. Make communication simple
Always make it easy for customers to get in touch with a real, live person. In addition, make it easy for customers to contact you in their preferred format: phone, email, live chat, even social media messaging and texts. No one likes to be on hold or to have to wait for days to get a answers to their questions; when you’re responsive and willing to communicate on customers’ terms, they’ll be thrilled to work with you.
4. Reach out with print and digital media
Print personalized greeting cards to send to clients on special days (birthdays, anniversaries, celebrations, etc.). Send emails congratulating them on major milestones. Take a vested interest in helping your clients succeed, and continually remind them that you’re here to help while keeping lines of communication open. Showing clients you care long after the sale has been completed and initial work has been performed is paramount to encouraging repeat business.
5. Under-promise, over-deliver
This business adage has been floating around for a long time, but it’s definitely sage advice. When customers feel you’ve gone the extra mile, they’ll feel extra special. And, naturally, they’ll want to continue doing business with you.
How else can you enhance the customer experience?