Tips to keep your clients happy

These are some of the gems I have learned from years spent in the service industry. Might sound like common sense, but you might be surprised how uncommon it is.

You might be surprised that its fairly easy to keep your clients happy unless you are blessed with one of those highly strung characters and believe me I have had my fair share of interfaces with them. Gone are the days of the customer is always right, however they do sign your cheque at the end of the day.

1.Understand clearly what the client really wants

Make it your priority to understand the need of the client. Beyond that, understand what their motivations are over and above the job scope. Are you dealing with someone ambitious, a sports fan, or a family man etc? Make inquiries into their background and find common areas of interest. These things will be key when making your sales pitch as well as when following referrals and repeat business. When you go for meetings, ask questions to get an affirmation of the exact expectations from the client.

2.Communicate, communicate, communicate

Have you ever dealt with a supplier who when they are not able to deliver within expectations, they turn off their phone? Nothing is more annoying to a client that a person that does not talk to them. Engage your client constantly, that way they feel you really care about them. Let them know in good time when something is about to go wrong, not after. Make sure they receive constant updates and follow up on the project. This creates good will for you now and in the future.

3.Keep it all in writing

Cover yourself at all times. Whenever verbal agreements and commitments are made, follow them up on email and make sure they are put down and agreed on by all parties. Make sure all proper documents in your sales process are signed at the right time and stage. Keep everything filed for easy reference.

4.Maintain a positive attitude

It is very difficult at times, especially when you are getting beat down on an idea or on something that went wrong. However, keep your head up at all times and learn not to let the outside environment affect how you feel on the inside.

5.Avoid arguments

It is very easy to get into it with a client especially when they are wrong and you know it, but avoid taking this route. Think about the future good will and referrals this one client can give you through their network. Even if they have the wrong idea, you will not achieve anything positive by proving them wrong. You will only gain resentment. Talk things through calmly, understand their position, take the necessary steps to resolve the problem and keep your cool at all times.

6.Over deliver

It is the easiest thing to give the client exactly what they ask for. A very good way to generate income for yourself is to suggest and extra product or service to the client. This will make them feel that you thought outside the box and that you over delivered beyond expectations. Make sure that you can convince them that they need whatever it is you suggest and even offer a discount on the entire package.