Tips To Give You Clients Extraordinary Care And Retain Them

Occasionally I encounter a level of service that isn’t good, or great, or excellent. It’s extraordinary, brilliant, and incomparable. And that’s the kind of service I want to talk about today.

So what are the ten secrets to extraordinary client care? Here’s my list:

• Identify what the people keeping you in business want from you. Not what you think they want or hope they want, but what they do want. Don’t know? Ask!

• Realize that customers aren’t just purchasing products or services. They’re buying solutions and experiences. Many (if not most!) customer needs are emotional, not logical.

• Look way down the road. When you drive a car, you aren’t simply focused on the ten feet in front of you. Instead, you are looking at what’s directly in front of you, what’s ahead in the distance and what’s in the rear-view mirror. Using extended vision in this way will allow you to anticipate client needs, which is part of delivering extraordinary service.

• Treat clients in such a way that they feel valued. Don’t take them for granted and say “thank you” on a regular basis.

• Utilize the power of “yes.” If a client has a special request, and there’s a way to make it happen for a client, agree to do it (provided, of course, that you’re not breaking any laws or regulations). You can always figure out the mechanics of delivery later. Always give more than expected– not only does it feel good, it will differentiate you from your competitors.

• Make doing business with you easy. The more barriers, the fewer clients.

• Ensure your clients understand the machinery behind the way you work. Explain the processes, and the reasons behind your actions, so your clients understand “the way things work” and their role in the process.

• Learn good conflict resolution skills. If there is conflict, be a good listener. Are you paying attention to body language, the tone of voice, and the underlying emotions of an upset customer or are you simply “hearing” their words? Unhappy customers are usually locked in emotion, not logic.

• Make it easy for clients to complain. Value their complaints. And learn how to apologize sincerely if you have made a mistake or dropped the ball on something you promised. Then take action to make things right.

• Ask for feedback, and learn from it.