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Customer Service:
10 Tips on Building a Loyal Clientele
As with all relationships, showing interest in the other
party as well as communication is essential. The same applies to
business relationships. All you need is that one or two loyal
clients and you're set.
Here are 10 tips that will assist in
building lasting and successful relationships with your clients.
1.Think of clients
as individuals even though they may be a company.
While a client represents a company, each client still is
an individual. They cannot be treated in a general manner.
Different strokes for different folks, they say. Some may have
different needs and priorities than their counterparts and will
require a little more prodding than others to get the work
moving forward.
2. Each time you
meet clients make it a point to discuss their needs. The more you ask, the more their needs are covered.
Meetings are almost always what's in it for the clients. It's a
meeting because they want to know how you could help them make
their business better. Unless you're able to show ways in which
you can do that, it's a waste of time.
3. Make a list of
your clients and contact them frequently.
Creating
a database of your clients, no matter how simple, will make
contacting them on a regular basis more efficient. Never come in
from the cold. It's easier to ask for something from a client or
a friend if you've kept in touch through the years instead of
coming in from out of nowhere asking for a new project/task.
Frequent updates/inquiries will remind them about you and your
services.
4. Help clients
succeed and you so will you.
Their success is
your success. If you proved to be instrumental in a certain
project's success, chances are you will be hired again in the
future.
5. Always ask your
clients how business is progressing.
Keeping yourself
updated of how their business progresses allows you to determine
how to position yourself and how to be indispensable to the
client, like they can't do their work without you. If not,
you'll be the first thing on their minds when it comes to
cost-cutting.
6. Study the trade
magazines for each of your clients' industries.
Not many people read it, but it is a rich source of
information. Familiarizing yourself with their trade allows you
to catch up on discussions and terminologies. That way, you show
you know what's happening in your client's industry from a macro
and micro perspective.
7. Remember that
the client is the lifeblood of the organization. A company is only as good as the people who work there.
Gone are the days when clients could hide behind the
institution. Now, companies must have a human face. Help your
client acquire a better affinity from their clients/consumers.
8. Get feedback
from your clients and find out what your clients think of your
service.
Don't wait for feedback; ask for feedback right away. Don't
allow a vacuum in the communications between you and your
client.
9. Make it your
business to know your client's business, in every way possible.
In some cases, if not most, some
companies/clients expect you to have done your homework. Always
be one step ahead of the client. Show them that you've exerted
effort to know their industry. That way, your clients would know
that you're interested in their business and how it's doing.
What good is all their hard work if they're the only ones who
know about it.
10. Strive for
consistency.
The person who is
indispensable is the one who can be depended on instead of the
one who occasionally comes up with one big idea. It means
submitting reports, budgets, etc. on time. It means doing the
boring, dirty work. Consistency is key. The more your clients
are assured of your consistent, quality delivery, the more they
are confident in hiring you again and perhaps even recommending
you and your services to other businesses.
Armed with over 11 years experience in various
administrative support, customer service, sales, marketing and
managerial capacities under her belt, Carlana Charles is the
business owner of Ciboney Virtual Solutions, a company she
prides as being client-focused and solutions-driven. Visit
http://www.carlanacharles.com or the corporate website at
http://www.ciboneyvirtual.com
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