Last week I gave you the first four essential tips of creating Outstanding Client Care for your customers and this week is part 2. (I have so many I couldn’t fit them all in one article!)
As a refresher — The reason Client Care is so important is because it can literally make or break your business.
**And as a note: Client Care isn’t JUST about your clients. It’s about your prospects and community members too!
I *know* without a doubt that the success of my own business has been in huge part because of the amazing client care that me and my team offers.
You want to be OUTSTANDING all of the time. Here’s why: When clients feel taken care of and seen, they feel more connected to you. And when they feel more connected to you, they manifest better results and also want to continue to connect and work with you (& send referrals your way).
In Part 1, we went over:
- Being clear on all expectations at the start
- Giving everything you promised and more
- Acknowledging when you’ve made a mistake…and fixing it quickly
- Ditching the Guru Mask
And here are the next set of tips:
1) Make Scheduling Easy
One of the most absolutely annoying things as a client or customer is when you have to go through hoops and hoops to be able to schedule a call, appointment or session. Difficult scheduling is a quick path to client frustration, as well as having clients not be as engaged with you and what they want to accomplish by working with you.
Even if you have a full schedule, make scheduling easy. I often have a waiting list for new clients to speak to me, but even if that’s the case, me and my team are super responsive to inquiries, and make the process warm, welcoming and easeful. This is KEY to prospect and client retention.
2) Deliver an Energy
When a client or customer buys something from you — or even if you are offering something complimentary to your community — there are two areas of high value that you want to give.
The first is in the content of the offering itself (your actual curriculum, your coaching, your product, etc.).
The second area is HOW you deliver your offerings.
You can have the most FANTASTIC product in the world, but if you don’t deliver it with clear instructions, or with email copy that welcomes your readers in, it won’t be as effective or powerful.
Every business has its own “energy” — a feeling that you want to convey to your clients, prospects, and community. Make sure that this energy is part of every communication you have. Create an experience.
3) Show You Care
Unfortunately, particularly in the digital age where so much can happen in such little time, and where we don’t see people face to face, the basic foundational principle of CARING has been neglected.
But honestly, this is what most people want MOST — to feel cared for, seen, and heard.
It doesn’t take more than a couple of moments to communicate how much you care about your clients and community. Do it through your emails, your articles, your FB posts, your daily interactions. You can also do this by checking in with clients in between sessions and by remembering details about them and their personal life (even something like remembering someone’s children’s names makes a difference).
The more you show you care, the more engaged others will be with you.
4) Handle Payment Info & Issues with Grace and Respect
I’ve seen this happen way too many times: A new client signs up, and then when you get to the part about getting their payment info, you get all spazzy and weird.
There is nothing to be nervous about when you take someone’s credit card information or send them your PayPal link. In fact, if you’re weird about it, your new client will be weird about it.
Handle ALL payment issues with ease, grace and respect.
Even if there is a payment issue (ex: someone’s credit card declines), stay grounded in the energy of your business, stay in full respect of your client, and take action from that place.
Outstanding Client Care leads to Outstanding Client Retention and Results. I hope you enjoyed these tips, and can’t wait to hear how you integrate them into your business!