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Exceptional Client Service

This term should be on your mind with every task and client interaction your organization takes part in daily. Simply put, this initiative promises the highest level of standardized service to your clients, no matter who is dealing with them. This means that no matter what the task or client, they know what level of service they will get, the best, every time.

This widely used mindset for corporate culture now needs to filter down to small business and internet based companies. Based on client support and sales, exceptional client service should be in mindset with every client and potential client interaction.

Beginning ECS

Personalized Responses
Pattern your responses to your clients; no one likes a cookie cutter response, most notably via email. When you receive an email, respond as soon as possible, even if you do not have an answer. Thank them for the correspondence, and detail the actions steps you will be taking and when it will be complete. Letting the client know who is in charge of the task, and when they should receive response, will help them feel empowered in the situation, while allowing you a longer lead time for completion.

Man the phones
Leave a message on your voicemail daily with information on your schedule for the day. Use the phrase, “… on the other line assisting a client or away from my desk at a meeting.”. This builds faith in the client’s eyes that you are at work and not out golfing. Remember to smile as you leave your voicemail message, a smile can change voice tone and be heard by clients, the smile is important.

As with email, call your clients back quickly. If you receive a phone call by 3pm, make sure to call them back that business day, if just to give an update and discuss the who’s and when’s of the return call.

Unique client info
Keep a notebook at your desk, one page listing for each client contact. Per contact, keep track of what is going on in their life. Next time they call, ask them about their family member’s birthday party, or how the anniversary was. Building a personal relationship with the client will build trust in your business relationship.

Remember, each client is #1, you must treat them like they are. Your client base will reach critical mass quickly with this strategy, each new client knowing exactly what type of service to expect. Remember, any interaction your organization has is a reflection of the organization as a whole.

Stay tuned for more in our set of articles on ECS…

Small/Home Business Tips 2005-10-27 Home Business Tips