When it comes to creating a great customer experience there are some simple, yet powerful, ways to wow your clients in a memorable way (without breaking the bank).
Today I’m sharing some of my favorite strategies for making your clients fall in love with working with you.
We’ve all been there – walking around a store and completely ignored by the staff or sending an email that never gets a reply. And nothing can make you feel unimportant faster than a business that acts like you’re in the way. I’m guessing that you want to create a positive experience for your customers and clients so they not only appreciate the work that you do together, but how you make them feel.
Idea #1 is to create a culture of thankfulness.
This means you don’t just say ‘thanks’ when you get paid but thank your client for all the little things they do that you appreciate. And this can range from ‘thank you for always being so positive’ to ‘thank you for sending this request with plenty of notice.’ The cost? Absolutely free!
Idea #2 is to determine the milestones for gifting.
Some people love to send gifts for the holidays and birthdays while other companies prefer milestones such as 2 years in business, 30 pounds lost, baby sleeps through the night. Consider the goals you have for your clients and how you can celebrate their milestones as you work together.
Along with the right milestone is the right gift. Maybe it’s a book that you know will encourage them, or a journal for writing down their dreams. But I’d encourage you to avoid simply picking something off the clearance rack and sending it with no thought. Put a little story into your gift such as a pack of welcome cards since you know they’re going to fill their group program with this new launch. Or a gift certificate for Zappos so they can buy that new pair of running shoes to prep for the marathon coming up. Little gifts can make a big difference, especially for a client who is feeling discouraged.
The cost of this idea can vary so I’d suggest setting a budget for each client; after all, this is reinvesting in the relationship, not just sending a gift.
Idea #3 is to simply deliver what you’ve promised
So far I’ve shared how you can surprise clients with your words and gifts, but what will make the biggest difference is to deliver what you promise your clients in the first place. You know, the things they paid you for!
The cost is essentially free, because the fee that you charge should cover delivering everything you’ve promised.
It can be a challenge to focus on the customer experience but I would suggest that nothing is more important in your business. You can have the best branding, amazing website, great products and services, but if clients feel as if you don’t care or dislike working with you, then it can sink your company and reputation.
With a little work, you can have a simple, easy-to-use system for wowing your clients so your business grows year after year. Share with me in the comments below how you can surprise and delight your customers.