SERVICE – n. – (1) an act of helpful activity; (2) help; (3) aid.
But is that all there is to it?
Most people agree that good service is a necessity when running any sort of business. So how do you define and provide good service? Step one (and the most important step): identify who you are serving. There are quite a few different types of service that you can provide, and not all of them are related to customers. Sure, you can just look at how to do business with your customers. However, acknowledging how you deal with your employees can be just as important…but that’s another topic for another day.
When it comes to good customer service, you need to define your client base. If your clients are primarily stay at home moms, communicating in a way that doesn’t distract from caring for children may be a fantastic way to give the desired service. On the other hand, if your clients are CEOs of major corporations, they likely need direct (and quick) communication, such as short emails. They may also need very clear expectations spelled out at the beginning of the process, as they have no time to sit and wait for instructions nor the time to deal with minor errors made because they didn’t know any better.
People often have differing opinions on what this type of service looks like. Maybe you think that good service looks like achieving just enough to make sure that your clients don’t complain. Meanwhile, your business partner may see it as going to limitless lengths in order to please the customer, no matter the cost. It’s important to discuss with any business partners, department heads, and especially customer service managers about what good customer service should look like. Come to an agreement, set a standard or procedure, and then enforce it throughout your company.
In 2018, I published a book called “The Ultimate Client Experience.” The entire concept of the book is to help you create a full experience for your clients – not just a get-it-done-and-move-on type of transaction. Some of the topics discussed are communication, expectations, and engagement. All of the ideas discussed in this book are essential to giving your clients a phenomenal experience, no matter your industry. But why is this important?
Extraordinary customer service is imperative if you want to retain your clients. Here’s a secret for you: it’s easier to retain your current clients than to find new ones. It’s also a lot less expensive. Marketing should be directed more at people who are already buying from you and less toward people who you hope will make a purchase. Focus on your ideas of great customer service and you can save yourself both time and money – and increase the referrals and good reviews that are more important than you may realize. (Keep up with our newest blog posts to learn more about the importance of referrals!)
Nominated for the 2019 Author Academy Awards in the category of Business & Investing, Amber’s book also includes tips such as qualifying prospects and dealing with difficult clients. Find it all in “The Ultimate Client Experience,” available on Amazon.