Article by Kevin Davis, Technical Product Manager - LabTech Software
In today’s competitive market, having satisfied clients is rarely enough to keep you truly competitive. Clients are more educated, better prepared and have more alternatives. To run a thriving company, your satisfied clients need to become raving fans.
Encouraging that transition is all about a dedication to the best service possible. Here are a few tips to get you there.
Know Your Clients
First and foremost, you must exceed client expectations and deliver exceptional customer service. You might think this is a given, but oftentimes this is where companies fall down.
At any given moment, you can assume that your clients are being pursued by another company or are researching other options. Keep in mind that when clients are shopping alternative solutions, they are typically looking for more than just quality service for a good price.
The next requirement for converting loyal clients into raving fans is setting clear expectations. Without clear expectations, you cannot exceed them and will find it increasingly difficult to inspire loyalty and trust among your client base.
Once you integrate these values into your company and culture, you are on your way to turning your clients in to raving fans. However, claiming total buy-in from clients is not enough. You have to deliver exceptional work on a consistent basis to maintain this new raving fan base. One of the tools to help you do this is a playbook that documents and outlines your core processes. A playbook ensures that the same process is completed to your standards every time.
Documenting processes and creating a playbook is only the beginning of turning your clients into raving fans. If you don’t communicate often, you won’t know if your work is meeting (and hopefully exceeding) client expectations. Remember that without regular communication with clients, you risk losing them through failed human interactions.
This is a just a short summary on how you can improve your clients' satisfaction and increase profitability. The full version is available on the LabTech Software Blog for you to read.
Our product specialists are also available to talk to you about I.T. automation and how these tools can help you grow a profitable business. Contact us on 0118 9898 222 for help with any queries.