How To Make Your Clients Feel Valued

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If you could do just one thing to take your business to the next level, what would it be?
Clients need you to show them that you care. Make your clients feel you truly care about having them as your clients. Recognition is one the basic needs required by everyone.
To have satisfied clients, repeat clients, and clients that refer your business to others you must make your clients feel valued.

One way to show them you care is by making care calls approximately once a quarter to all your regular clients. During the call, ask the tough questions then listen attentively. Stand up when you call and put a smile into your voice. Take every opportunity to adjust service, examine any gaps and follow up on any reported problems. At the follow up call let your clients know you value their input. If you cannot incorporate their advice or suggestions you must explain why.

By demonstrating that we genuinely care we can build loyalty with our clients. You must never try to sell anything on the care calls. This will reduce the impact of caring and your clients will see this as a shortsighted attempt to push more products. Make sure the focus of this call is strictly to determine if the client is satisfied or has any concerns.

As an example, when my friend purchased her last car her sales person called her about 3 months later. He only asked if everything was fine with the car and if she was still happy with her purchase. She told him she still loved the car and she was taking it into the service department the next day for an oil change. He said he would call the service manager and let him know that she should be well taken care of. She was actually quite surprised the next morning when the service manager greeted her by name and said they would do their best to take care of her. At no time did her sales person try to sell her any thing or encourage the service department to offer more services. She continues to be pleased with this dealership and recommends it to all her friends.

Another example is when an associate’s dog had to be euthanized. The vet had been treating the dog for several months and when the end was near he suggested they have the dog put down at their house. Afterwards, he took the dog to be cremated and returned in person to deliver the ashes. The next week this vet sent the family a sympathy card and a few weeks later he called to see how they were doing. This vet was obviously concerned with the family as well as their pets. My associate and his family always felt they were valued clients of this vet.

In both examples the clients were pleased with these companies and the services they provided; enough so they told others about their positive experiences. Care calls can lead to customer loyalty, repeat business, testimonials, and increased referrals. If your business has been slowing take a look at your client base and start making a few calls. Find out what is on the minds of your customers. Listen and make the necessary changes. Above all let them know you value their business and their opinions.

Thank you for the positive examples. It is valuable to learn from mistakes others make, but examples of how to provide great customer services is in itself great service.