Keep me satisfied
Retention rates rise when you strive to keep your clients satisfied and we all know that it’s faster to build profits by investing in keeping our clients happy than heading out to find new ones. Now let’s see what you need to do to achieve that.
Three things that will keep your overall client satisfaction level high
What’s paramount to keeping your clients satisfied? Let’s take a look…
1. Create a clear client journey
Remove any ambiguity about how you will work together and what you will deliver by creating a clearly defined client journey through your firm. This is one of the key ways of keeping client satisfaction on a high level is finding a successful road they need to take with you and then keep on using it. That road needs to include everything from the very first inquiry you receive to the very end of your cooperation. Once everyone understands this – including your team and your clients, your accounts receivable, your marketing and your business development team – you can manage expectations and deliver to them.
2. Find the right piece of the market to pursue
You can’t make everyone happy, which is why you need to know which clients you can make happy, which types of clients you can;t keep happy and, thus, which ones to target in your marketing. Then you can make sure that the experience you provide is a perfect match.
3. Find a way to provide relief, not frustration
The distinction between relief and frustration is the primary driver of referrals and repeated business. Make sure you understand the pain point you are addressing with your services, not just the outcome. Communication is also crucial for for this. Your client always wants to feel valued and one way for you to achieve that is by staying in contact with them. You don’t need to bother them by always calling them for no real reason, but you should check up on them from time to time. Discuss the service you’re providing them and provide an opportunity for them to say if something is not working for them. Then promise to fix any issues to relieve their frustrations. Such simple things can get the client to stop thinking about searching for a new firm as they will feel happy with yours.
What else can you do keep the clients happy?
If behind every satisfied client you retain the will to evolve, you will always be learning and improving. You need to keep on providing an excellent service, but you also need to work on changing and improving it so that you don’t become stuck in the past and overtaken by a newer, more innovative provider. You want to be the leader in your field and for them to know you are constantly in pursuit of being so. They will hardly ever think about finding someone else if they see you and your firm as the authority in the field.
As you can see, there are plenty of things that can make clients happy. The key is to keep on employing as many methods as you can to really nail what keeps them satisfied. If you want some more help with this, feel free to contact us.