Claiming to possess unique abilities and specific expertise, creatives and consultants attempt to differentiate themselves from their counterparts; yet, this is just one aspect of providing professional services. If you don’t have a good customer experience, your knowledge and abilities are useless.
Read More: Michael Rustom
1. Give fair notice to emails in a timely manner
While I do not advise replying on the weekends or after hours, it is a good idea to periodically check your email throughout the workday and address any client queries before moving on to other tasks. It’s best to establish that initial touch as soon as possible. People have genuinely commended me for my prompt responses whenever I have answered their emails within a few hours. (In addition, I don’t think of myself as a quick responder to emails.)
Don’t worry if someone chooses to message you over the weekend or if you are unable to respond right away due to other obligations. Assuming that you will be available on your day off is never a smart idea.
2. Establish precise guidelines
We must work hard to remove as many possibilities for misunderstandings and false assumptions to occur as possible since they have the potential to seriously damage a corporate relationship and lead to its dissolution.
In my line of work, customers may arrive with preconceived notions about how the logo design process will proceed (particularly if they have already collaborated with another designer). Some people might think I’ll give them three different logo designs to pick from, but I only give them one. Because I don’t want them to be dissatisfied when they receive “just” one logo idea from me, I make a point of stating in all of my marketing and onboarding materials that I will only provide one concept at a time. We discuss it before signing the contract if they feel that’s uncommon, and then it’s resolved.
3. Fulfill your commitments
Even if it means staying late in the office, send the proposal by Wednesday’s end of business hours if you claim you’ll send it by Wednesday.
If you committed to delivering X at a cost of Y, then even if you wind up going beyond your allotted time, provide no less than X at a cost no greater than Y.
Is it bad if you quoted a fixed charge for a project that turns out to take longer than you anticipated—say, twenty hours instead of thirty? Yes, it does, but your customer is not at blame for it. Pay the price now and get a more exact quotation the next time.
Never commit to something you’re not positive you can follow through on. Inform the customer of the situation and the following measures you plan to take if an unforeseen circumstance keeps you from keeping your word. If you become unwell or have an accident, that’s okay, but don’t just stop communicating with the customer.
When you receive a referral from someone else for a customer, pay particular attention to what you guarantee.
I used to send prospects to a different colleague, but on one assignment, they totally failed to deliver: they missed many deadlines and didn’t answer the client’s emails or phone calls. The customer couldn’t get in touch with this person, so they called me to inquire about their health and whether they were still alive. I was quite sorry that I had suggested someone untrustworthy; it was an awkward and unpleasant scenario. Although I am aware that the individual in question didn’t want for their conduct to be seen negatively by me, it occurred inadvertently since I implicitly supported them.
Say no to the project if you’re not positive that you can complete it. Allow the customer to locate a better qualified helper.
(4). Tailor your correspondence and documentation to your clientele.
I vouch for the fact that using templates for everything is the most efficient approach for a service-based organization to save time. To help clients feel heard and seen, however, templates need to be tailored just for them. Make sure they don’t feel like simply another task on your to-do list.
Making your customers feel unique while keeping things organized and efficient is the secret to providing great service.
Is that asking for too much? Perhaps, but it is feasible.
My email and project proposal templates share some aspects that apply to all projects of a particular kind. However, there’s always opportunity to add precise wording that expresses the client’s project as I’ve heard them describe it, their aspirations for it, or my observations about their objectives based on our conversation.
When the customer is comparing my emails and offers to those of others, that precise wording creates a huge impression. I’m rather proud of the fact that a number of individuals have said that my suggestions are the greatest they’ve ever seen. Even if I don’t always “win” the assignment, I am confident that I make a lasting effect.
5. Give your clients advice
It goes without saying that you should advise clients who come to you particularly for advice. But if you happen to be extremely knowledgeable on topics unrelated to your main line of work, you could also be able to provide them with information about them.
Although I don’t consider myself a marketing consultant, my extensive background in social media and content marketing allows me to guide my clients to either the most basic or in-depth knowledge available.
Although I don’t have a vested interest in the website hosting service my clients select, I do discuss the advantages and disadvantages of each choice because, frequently, clients are unaware of what hosting is, let alone how to select the best provider.
Clients who have observed anything in my own process that they would want to implement in their business occasionally seek me for guidance on dealing with their clients. I adore sharing with people the knowledge I’ve accumulated over the years, and I’m an open book.
