I take pride in the fact that my business has what I think is the best Client Care and Customer Service in the coaching industry.
Outstanding Client Care is one of the reasons I have so many long-term return clients and also a huge inpouring of referrals from clients (Client Care is only second to the biggest reason for all this: the amazing results I help my clients achieve).
One thing I learned early on in my business is that Client Care can make or break you.
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.
Here is Part 1 of some of the most important keys to creating a High-Level Client Care Experience for everyone who walks through your doors:
1. Be Crystal Clear on all Expectations at the Start
The absolute best start to a client relationship is for you to be 100% clear on what the deliverables are, as well as what you expect from your clients.
If expectations are clear then everyone knows what they’re stepping into, and with that clarity there is no confusion and the best possible work can be done.
Practitioner deliverables include things such as:
-how many sessions are included in their program
-how they can schedule sessions with you
-your rates and payment process
-your refund policy
-your email turnaround time
-what you’re able to help them with, or not
If you’re someone who works on a schedule (like a graphic designer), deliverables should also include a specific timeline of a project.
Client deliverables can include anything from how many hours you expect them to put into their work with you to how you expect them to handle assignments to how they should connect with you if they are feeling stuck.
I HIGHLY recommend that deliverables and expectations be incorporated into a contract that both you and your clients sign and keep copies of.
2. Give Everything You Promised and More
I see way too many entrepreneurs neglect to follow through on what they promised they’d give their clients.
For example, you mention you have bonus recordings but you never send them out. Or you say you will answer all emails within 24 hours, but you don’t.
For lack of a better way of saying it, this is a bad practice, and even if your clients don’t mention it, they will without a doubt note it to themselves.
Once you promise something, unless there is an emergency, it is your obligation to deliver it.
Now, my philosophy is to actually go above and beyond what I originally promised my clients and surprise them with extra goodies of value to them throughout our time together.
For example, I’ve gifted my clients with:
-extra bonus retreats
-unexpected check-in calls from me
-gifts in the mail
Going above and beyond shows your clients that they are important to you, and when done correctly (& not out of over-responsibility), it also helps them achieve even greater results.
3. Acknowledge When You’ve Made a Mistake…and Fix it Quickly!
We are all human, and in our very human ways, mistakes can sometimes happen. For example, a client gets double-charged or you are running five minutes late for a scheduled meeting or access gets denied to a membership site.
When this happens and you find out about it, there should be no hemming and hawing and no delay on taking responsibility, apologizing and getting the problem solved as soon as possible.
And if you cannot get the problem solved immediately, let your client know that you are working on it, what you are doing to resolve it, and the timeframe you expect for everything to be solved.
A little bit can go a long way here towards goodwill and letting your client know that they are important to you.
Recently, I signed up for an online program where you needed a username and password to access the trainings. After the first week, my username and password stopped working. I must have sent five or six emails to their customer care about it over the course of three weeks. Never got a response. Even though this company is known for their stellar content, they won’t be getting my business ever again.
4. Ditch the Guru Mask
I see this happening a lot: you are a coach, teacher or healer and, as such, believe that your clients and community need to always think that you are all-knowing and perfect.
Yes, there are some folks out there who are looking for a perfect guru and will only feel safe if they falsely believe they are in the hands of one.
But honestly, most people out there are looking for a teacher, coach, mentor, healer or practitioner who is real, above all else. Someone who makes mistakes and learns from them, someone who has bad hair days like the rest of us, someone who has not put themselves on such a high pedestal that they are remote and isolated from those they serve.
One of the best ways to form a deep connection with your clients and community is to be real and down to earth.
So there is Part 1 of Outstanding Client Care. Hope you enjoyed and can’t wait to send you Part 2 soon.
For now, I highly recommend you do a 360-degree assessment of your own client care and see where things can be upleveled and improved.
And if you’d like to explore how we can help you Bring in More Business for 2015, get in touch and we’ll set up a call right away!
I am looking for amazing women who are ready to stop running around in circles and instead, take ACTION to become more visible and profitable in 2015.
If you know in your heart you are truly ready to earn more while loving yourself more deeply, this complimentary conversation is for you.
Yes? Then let’s talk! We only have 5 calls available right now and will only schedule with women we feel we can really help. Fill out this application, and we’ll be in touch to let you know if we can help.