Growing your business will be a difficult task at best if you
don’t perform, meet and exceed your client’s expectations, and
provide service that creates customers for life.
Customer service is all about the customer’s perception. You
have to do more than just get the job done. You must deliver on
all the things (big and small) that affect the relationship with
your client. Consider opportunities for improvement in the
1. Setting/Reviewing Expectations. Do you work with your client
to set clear, appropriate, realistic expectations that you can
always meet or exceed? Are you clear about the responsibilities
(both yours’ and the client’s), timelines, and expectations of
results? Are you then willing to go back and review these
expectations with the client at key points along the way?
2. Communication. Do you have mechanisms in place to ensure
you’re communicating with clients at every stage of the
engagement, from the sales process through to completion of the
project? Being clear about where you’re at, what’s been
completed, what’s coming up next, who’s responsible, what
results you can expect, etc.? Has the client ever had to ask you
for these things?
3. Organization. Are you organized? Punctual? Reliable? When you
show up to work with your clients, have you done the work and
are you prepared to make them feel comfortable and taken care
of? Even though you’ve done it hundreds, maybe thousands of
times before, do you take the time to organize and prepare to
make it the best client experience possible?
4. Committing to the Little Things. Don’t ever dismiss the power
of all the little things. Together they can make all the
difference and really separate you from the competition.
Returning calls and emails in a timely manner. Providing useful
information to folks on a regular basis. Showing appreciation
for your clients through things like thank you notes, exclusive
client-only briefings, and open house, etc.
Clearly these are not the only relevant areas for creating great
customer service. I’m sure you can think of more. But, pick just
one of these areas and create an action plan to improve it in
your business today. Make a commitment to continuously improve
the level of service you’re providing and see how it pays off.
When you’ve done it, pick another area and work on it.
About the Author
Kevin Dervin is focused on helping small businesses that are
ready to grow, but struggle with how to consistently attract
more clients. Visit
proven-small-business-marketing for more great marketing
information you can put to use in growing your business today.
Find Kevin's Kansas City based KPD Marketing practice at
ABCDgrowth.com and subscribe to his free ezine called ABCD