You work hard to attract clients to your business. You’re marketing to your target demographic and encouraging word of mouth. You’re elevating your business’ offerings to embody continuous improvement. You’re always thinking about what your customers want and need. But those efforts won’t get you far if your clients find it hard to work with you.
They need to have confidence that you know what you’re doing and can follow through on your agreement. Whether you’re providing a service or selling a product, they want to know their money is being put to use properly. Here are some ways to provide an experience that is so elite your clients can’t help but keep coming back.
Table of Contents
1. Create (and Maintain) a Useful Website
Your website is a large part of your business’s first impressions in the digital world. So, it can be a make or break for attracting new clients and servicing current ones. That’s why it’s incredibly important to have an updated, well-thought-out digital footprint.
Start by thinking about the reasons why people go to your site. If they’re researching before purchasing, they may have questions. A robust frequently asked questions section is the perfect way to cover a lot of ground. If they’re on the other end of the spectrum and want to make a purchase, don’t stand in their way. Take advantage of quick functions like add-to-cart buttons and online appointment booking to make the sale.
Don’t forget about self-service either — like you, your clients are leading busy lives. If they need something fast, give them an option or two so they can troubleshoot on their own. You’ll save them time and won’t have to spend yours doing something they can manage themselves either. Repeat this process until you’ve covered the main reasons people visit your site. You’ll end up with a meaningful, effective business arrangement that will keep everyone happy.
2. Be Clear About Expectations
Everything from product and service explanations to contact channels reflects your business. However, falsely advertising what you can and can’t provide stands in the way of your business performing its best. Instead, set clear expectations from the beginning to prevent disappointing customers.
How you go about accomplishing this is up to you and your business model. A product-driven boutique with a storefront may need to state its return policy to prevent disgruntled customers. A massage parlor, on the other hand, may need to focus on tipping culture and any fees a customer should expect. The point is to ensure what you offer and what your clients expect both align. Any discrepancy between those two things can lead to strife and loss of valuable business.
These seemingly small steps make a big difference for your customers and your bottom line. Any hint of deception could lead to bad reviews and a reputation for being shady or misleading. Being upfront and detailed in the expectations you set, though, helps avoid that.
3. Follow Through With Promises
Your business’ reputation is everything when it comes to growing your business and keeping existing clients happy. One way to excel at both is by doing what you say you’re going to do. That’s because it’s an integral part of creating a professional relationship.
The good news? Implementing strong integrity for your business should be relatively easy. If you say you’re going to do something, do it. Every time you follow through with what you’ve promised, you’re building rapport with your client. Over time, that establishes a much stronger foundation for a continued business relationship moving forward.
Of course, that doesn’t mean you won’t fall short. You’re human, so give yourself the grace to make mistakes. Your response to the mess-up speaks volumes about you and your business, so focus on that. Be straight with your client and find a solution you both agree on. Then, follow through with that decision to continue building trust with a client who is happy and informed.
4. Streamline Communication
There’s no shortage of options when it comes to customer communication. You can email, text, call, or have a social media presence to convey information to them. However, just because there are plenty of options to choose from doesn’t mean you need to offer every single one. Streamlining your communication feels purposeful and makes your business easier to work with.
Think about your typical customer. Their age, digital tendencies, and need for customer support are all factors to consider. Then, compare and contrast that information with the available channels you can pick from. A younger audience may want to communicate via text or less frequent emails. An older demographic could lean toward phone calls or direct mail to stay in the know.
Once you know your clientele and their preferences, you can put all of your energy into the one or two channels they use. When that’s in place, you have more time to focus on the content of your message. And that is a more effective, efficient use of your time and theirs.
Stay Booked
Acquiring new business is always exciting. You’re treading new waters and feeling the instant gratification of growth. But clients who have stuck with you through the ups and downs shouldn’t be left out of the excitement. So, find ways to treat them right and continue building a strong rapport whenever you can. That will keep you trending upward for years and years to come.
