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Posts Tagged ‘appreciation’

How Are You Keeping Your Clients Happy?

Posted by collinsadmin on June 10, 2008

Recently, I had to drop a service that I have had for 5 years. The main reason was they didn’t have all the features that I needed and I found something a bit cheaper that has the features I wanted.

Once I contacted the company to cancel my service, I received two phone calls from them offering a free month service as well as some other features. I know this is how corporate America works; the question is why? Had they offered me those same incentives while I was a client, I would have been more apt to deal with the inconveniences and the slightly higher price, but they didn’t. They waited until I canceled my subscription.

More and more, corporate America is more interested in getting rich than the needs and wants of their clients. They are forgetting about the clients that made their pocketbooks as fat as they are today. For instance, look at the gas prices. We all know the prices are high and it is hurting the little guy, while the oil companies are making record profits (but I digress).

As a small business owner, we have to make sure that we are keeping our clients happy. I’m not saying to go out and decrease your profits by offering free services constantly, but maybe send them a thank you card with a gift card in it for a local restaurant, offer a discount on their next month invoice, something just to let them know that you care about them and their needs and wants. Do this at other times besides Christmas. Your clients will really appreciate the fact that you are thinking of them and you appreciate them.

If you don’t have the finances at the time to do this type of thing, contact them once every six months or so and ask them if they are happy with your service and if there is anything that they are unhappy with. Sure, this might be tough to hear at times but your clients will appreciate the fact that you value their input and you value their business so much that you are willing to get their opinion. Also, if anything that they are unhappy with is something that you can fix or change without costing a fortune, do it. They will appreciate it.

Some customer service follow-ups can be automated. Look over your website, and see what it can be doing to help keep your customers happy – from providing easily accessible support, to automating customer awards, or collecting customer feedback.

Make sure that if you are in a business where service or product fees decline over time, that you keep your older customers up with the current pricing. Nothing is more distressing to them than to look at your website and realize that you are offering a higher service for a lower price to new customers, while the existing customer service package has not changed. Customer incentives need not be expensive to work – they just need to be meaningful and sincere. Some examples are:

 Create an award such as client of the year, client of the month, etc

Send Out Cards (www.sendoutcards.com)

Greeting Card templates to print your own

Ezine Director (www.ezinedirector.com)

SugarCRM (www.sugarcrm.com)

National Pens (www.nationalpen.com)

My Contact Form (www.mycontactform.com) for feedback from clients

Also, if you created/maintain your own website, do a client spotlight once a month or so. Have a link to their website, a write-up about them and their business, why you chose them etc. Just make sure that it is okay with your client first.

In conclusion, once you start making a comfortable living doing the business of your choice, don’t forget your current clients. If it wasn’t for them, you wouldn’t be where you are today.

Posted in business, Customer Service | Tagged: , , , | 1 Comment »