In the last post we talked about the first secret to building a solid client service plan and how to decide what your vision is.
Today we’ll talk about the second secret in taking your satisfied clients to raving fans. You must know what your clients want. Know who your clients are and you will know better how to serve them. Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working class man in his 50’s.
There are four main areas you need to consider and plan when figuring out what your clients want:
- Listen to Your Clients
- Ask Your Clients Sincerely
- Offer More than Just a Service
- Know When to Ignore Them
These are all important when deciding what your clients want out of their shopping experience.
Listen to Your Clients
You need to listen to both what they say and what they don’t say. Clients may say they want one thing and really mean something else. For example, if you clients are begging for lower prices, you may find out their real priority is quicker response time.
Also, listen to your “silent” clients. These are the clients that don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted and when a competitor shows up, they’ll be gone.
Lastly, you need to listen to clients who only reply with “fine”. These clients are similar to the “silent” clients in that they are so used to bad service they only give a monotone response.
Ask Your Clients Sincerely
If you aren’t sincere when you ask their opinion, they are going to see right through you. You may be thinking, “What about the clients who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care, and you should!
Offer More than Just a Service
Your clients are looking for much more than a simple service or product. They are looking for an experience that makes them feel good. They gauge every step of the process with a value. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Ignore Them
You may think this goes beyond providing good client service, but in reality you can’t give them everything and someone people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the needs of the clients they will be best suited somewhere else.
These are the steps and tricks to figuring out what your clients want and how you can use them to work on your customer service vision and plan.
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