Balanced relationship with your clients is a very hard and crucial part of business. Ensuring that customers are happy with your business is an important key to success your business. At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. In this post, I’ll list the six customer service principles that every web designers should know.
Treat Your Customers Right – Genuinely Interact
Happy customers who get their issue resolved. Accept full responsibility for resolving any open issues, and be gracious in accepting blame wherever it is justified – customers will not tolerate any finger-pointing. Explain, to the best of your knowledge, what happened, why it happened, what you plan to do about it, when it will be resolved, and how you will ensure that it never happens again (i.e., if it is something that you can help to prevent) – provide them with the guidance and assistance to prevent such occurrences from happening again.
Respect Your Customers with Patient
A third of consumers say they experience rude customer service at least once a month and mostly told by their friends. Please note word of mouth will work against your reputation for long time. Keeping your patience is key to giving your customer the time to air out their issue. For example if you are a web design expert, they contacted you because they know that you know what you’re doing. Expect the client to be unfamiliar with the terminology. Expect the client to not really understand what can, and cannot be done. Explain the issues with client’s understandable way. The more comfortable the customer is the more likely they’ll share valuable feedback that can help prevent similar issues from occurring again in the future.
At a time when it’s easy to have a two-way dialogue with your customers, it’s important to truly listen. Miscommunication can be a huge problem. Effective communication is not just about what you say, but about what your client says. Listen to what they have to say, and listen attentively – if they do not believe that you are paying full attention to their “story”, they will probably become even less happy.
Use the following methods to gather feedback from your customers:
• Focus Groups
• Point of Sale
• Customer Service
• Social Media
• Communities and Groups
• Email and Web Forms
Continue to Satisfy Your Client With Support
Respond quickly to your customer. Take note, customer satisfaction is a key differentiator you from other companies. Continue to help enchant and satisfy your customers for the long term. It’s important to note that 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.
Communication is Two Way – Care Your Client
As previously mentioned, take your customer’s feedback seriously and act upon reasonable requests.
Mostly Clients will understand when you don’t really care about their project. It comes out in small ways that you probably aren’t even consciously aware of. When the project is over, send an email or letter to the client thanking them for the opportunity to work on the project with them. You’d be surprised how many freelancers skip this step.
Current social media digital age being transparent is a must. Transparency is a critical factor in building trust, satisfaction, and love from your customers. If you are transparent you don’t worry about the client feedback because you have nothing to hide. It tells you that you like to have conversations with your clients.