9 Ways to Keep Your Client Happy
Working with hundreds of clients over the years, we have learned some lessons in our marketing and design business. Building and maintaining healthy business relationships is something we value and strive every day to achieve. Many of these lessons can be applied to any industry, and I’d like to share how honesty and communication make everyone’s life easier and create great relationships that can last a long, long, time.
1. Return your emails and phone calls promptly.
Set aside some time at least twice a day to catch up with your emails and phone calls. I usually do it first thing in the morning, then after lunch. Since I have a smart phone and get my emails on the go, after work is another good time for me. If you shoot off a quick acknowledgment email just letting your client (or prospective client) know when you’ll get back to them, it establishes communication that builds trust. Oh yeah, and follow up when you say you’re going to as well (see #5).
2. Provide quality work.
It’s easy to get sidetracked as the day progresses. You mean well, but the “to do” list just keeps getting longer. When you’re feeling hurried and running behind, consciously slow down, maybe even stop what you’re doing. Refocus and put whatever you’re working on aside for a few minutes. Your client deserves your best work, every time.
3. The deadline is non-negotiable.
In our business, deadlines are critical. In most businesses, deadlines are certainly a part of doing business. Setting realistic expectations is the easiest way to meet a deadline (see #6). Take deadlines seriously. Don’t just tell the client what they want to hear or to get the job. Once you agree on a deadline, just meet it or refer them (#4).
4. Provide the services they need.
No business can provide everything a client needs. However, every business can partner with other businesses that provided complimentary services. With that approach, you can refer them to someone who shares your same values and someone that you trust. Create an established network of connections so you can help your client find things you don’t provide.
5. Do what you say you’re going to do.
This should definitely be a rule in life, as in business. Many people promise things with the best intentions, but don’t actually follow through. If you want to keep clients, do what you say you’re going to do. It’s really that simple.
6. Set realistic expectations.
As you and your client are discussing project objectives, make sure the deadlines and outcomes are realistic. Sometimes businesses tell the client what they want to hear and figure out how to deliver later on. We’ve found that it’s MUCH less stressful for everyone if the expectations are reasonable when they are set. It’s better to deliver above expectations and before the deadline.
7. Dedicate time for planning.
Many clients are so intent on the final goal, planning is not a priority. We have a learned by building planning into the front end of the project, the entire project goes much smoother, comes in on time, and we get a better finished product. Even if it’s a really tight deadline, please plan, plan, and plan before you start. It doesn’t have to take a long time, but it does need to part of the process.
8. Take the time to answer questions.
Focus on the value of the relationship with your client by taking time to answer their questions thoroughly. Even if you might not give the answer they want to hear at the time, it’s much better to have that conversation when you can still provide options, than be put in the position of apologizing later on. Keeping a client is much easier than looking for new ones, and actually hearing what they have to say is a step in that direction.
9. Under promise, and over deliver.
Setting realistic goals is a key element in meeting expectations. Never promise more than you can deliver, but be realistic. It’s a much better experience for everyone if you create a shared vision, and meet or surpass your goals. This gives both you and your client an even greater project than you both thought possible.
What is your experience?
How do you keep your clients happy? How do you retain business? Does your business philosophy focus on the client, or what’s best for your business (There’s really only one way to answer that, just wanted to get you thinking…)? Please comment on how you operate and why that’s important to your client. Share your insights, we’d love to hear from you.
David Contois is a marketing consultant and graphic designer in San Diego. You can learn more about marketing your business, social media, print & web design by subscribing to our RSS feed here. David can also be followed on Twitter @BSGrp or @dcontois and on Facebook.com/BluSkyeGroup.
Tags: client satisfaction, Small Business
posted on Tuesday, February 1st, 2011 at 11:29 am filed under Small Business.follow any responses through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
