Over the last two years of working with hundreds of clients from all walks of life, I have noticed trends of what my clients want and need. This top ten will support you in building loyal customers for a lifetime.
1. People want you to show an interest in their lives.
You not only know about their business, you know about their families, special days of celebrations, the hobbies they enjoy, and their life experiences.
2. People want you to be quick!
People want their products and services yesterday, not tomorrow or 3 - 4 days down the road. If you are slow, your customer will find someone else who can provide them with quick service.
3. People want you to be available.
Customers want to know that they can reach you when there is a problem or a concern with their product or service. They are tired of answering machines and automated voice mail. Provide multiple ways for customers to reach you, including business phone, fax, e mail, and mobile phone.
4. People want a friendly voice and a warm smile.
The first rule of customer service when you meet any person or when you answer the phone is to grin from ear to ear. If you are happy and smiling, your customers will be happy and will smile with you all the way to the bank.
5. People don”t want you to under promise and over deliver.
If you over promise, and under deliver, I can assure you your clients will talk about it to everyone they meet. Your name will be mud, and there won’t be a thing you can do about it. But the opposite is just as bad; if you under promise your competitors will get the jump on you every time by promising exactly what they can deliver which will more than likely be more than you if you are under promising.
6. People want you to help them.
People are tired of being sold. They are sold 20 times a day every day. What people really want is for you to help them. Provide value every day, and you will develop raving fan customers.
7. People want to hear you say “Yes, I can do that.”
People don’t want to hear lame excuses such as: “That’s not my job.”
“We don’t provide that service.”
“My computer was down yesterday, so I did not get your email.”
Consumers of today are smart and savvy, and when they call for help, they want to hear you say “Yes...I can help you.” Drop the excuses, and become focused on solutions rather than problems.
8. People want to know that you are highly skilled and trained.
Your clients want to know that you are on the cutting edge and that you are constantly devoted to the highest level of learning and training made available.
9. People want you to stop “nit picking.”
If you are charging for added extras such as an additional ten minutes on the phone or for each document you send a client, you will be viewed as “cheap,” and this will leave a bad taste in the mouths of your clients. Provide added value without a charge, and watch as other customers walk in your door.
10. People want to hear the magic words “Thank you.”
The words “Thank you” are music to a client’s ears. Say it with sincerity, and say it often.
