As a service-based entrepreneur, you devote a significant amount of time to your customers. You undoubtedly devote at least half of your business energy to your clients, whether it’s finding new clients, securing them, or providing work for them. I’m sure you understand the value of a positive client experience – and I’m not just talking about attracting and retaining new customers. You can’t just drop the client after you’ve gotten them; you have to provide them a fantastic experience the entire time. Why? They’re paying for your services, and if they’re happy with the work you’ve done for them, they can refer you to others.
So, how do you ensure a fantastic client experience right from the start? That’s what we’ll be talking about today!
The whole “fake it till you make it” concept is excellent, but not when it comes to attracting new clients. Don’t exaggerate your abilities. In the end, you’ll just injure yourself.
From the beginning, it’s critical to be open and honest with your client. Do they want you to create a website using a platform you’ve never used before (and have heard is difficult to master)? Don’t take that position unless they’ll give you the time you need to understand the system. What happens if you discover the platform isn’t right for you? What if you waste too much time learning and are unable to complete their project on time? The risk isn’t worth it.
It’s not just your time on the line here; it’s also your client’s money. Be upfront and honest with your client so that they can trust you and pay you what you’re worth.
You’ve probably heard it before, but it’s so vital that I’m including it again. Always, always, always set expectations for your clients – right from the start, so you’re both on the same page.
Here are some examples of how you can set expectations upfront:
Setting expectations for what you will supply for your client, as well as what you require from them, is a good notion. Projects are usually a two-way street; if you don’t have what you need, you won’t be able to complete the work.
You should supply resources to your clients with the information they’ll need throughout the process to generate a positive client experience. If you just do this one thing, it will make all of the other suggestions we’ve discussed today a lot easier!
It’s always a good idea to stay in touch, even if you’ve set a timeframe for how long each aspect of the project will take.
Don’t go a week without communicating with your customer, even if it’s simply an update email on Friday to let them know you’re working on their project and wishing them a pleasant weekend.
It puts your client at rest – remember, they’ve paid a premium for your services – and you won’t have to worry about them being confused about what’s going on.
A simple gesture can go a long way.
This one may appear simple, yet it’s astonishing how many people fail to produce on time.
“Oh, what’s the difference if I send it a day late?” you could think. It’s a significant event! Your client expects it on Tuesday, and you don’t want to disappoint them. They can be planning a launch, marketing, or something else that requires their finished product.
Life happens, and things need to be pushed aside occasionally – but that’s where point #4 comes in again – just stay in touch. If you need to make a modification, let your client know as soon as possible so they aren’t left in the dark.
That’s all there is to it. That’s how you’ll consistently deliver a fantastic customer experience!
Do you have any inquiries, ideas, or suggestions? Please contact us at TheCodeWork !