All the recurring issues about client satisfaction in business are surely not simple table top topics of meetings. There is no doubt whatsoever that client satisfaction is the most significant metric that is measured in a business and it is one of the strongest factors that heights the business.
But, let’s be honest, client satisfaction is no piece of cake. As hard as you may work, you might never be able to attain the satisfaction quotient that you expect from your clients. Handling their complaints, maintaining their profits and regaining trust from older customers can be a hard task – physically and emotionally. On the other hand, glitches of positivity from the customer end always arise, which can be made constant by channelizing your transactions with the clients.
Here are a few points that can help you gain good client satisfaction by motivating them.
Link up with your sales team
You must know what promises your sales team is making with clients during a closure so that your work is in compliance with the customer expectation. This is a must-do step. The situation where the sales team and you are not on the same line can be very conflicting in a long-term tenure. In order to deliver appropriately, your knowledge about the services closed by the sales team must never be blurring. So, connect with your sales team consistently.
Discuss the goals with your client
Before you start working on a project, it is necessary to discuss it with the clients. Set up goals with your client in the loop; let them know what you will be doing, how you will be working and what is most probably expected as the results. Set achievable goals and be smart. Communicate the aim with specific objectives, quantify where you can, do not promise for what is not attainable or is doubted to be attainable and be honest. Remember to disclose any uncertainty matters to your clients.
Keep them informed
Do not abandon them as you embark on the project journey. Remember, it is THEIR project and they should be involved in it for successful results. It is their right to know every step that is being taken in their work with respect to time, finance and people. Keeping them involved gives them a sense of security and even if you are not able to attain as expected, they will trust you. Update them with your hard work regularly and ensure that all special offers are communicated in time.
Do not make you communication robotic
Make them feel as a part of your team, communicate with them as a peer. Get rid of those email templates and call scripts – no one gets personal with a call centre call. They need to know that you consider them as a component of your squad. You need not be formal if your work is strong. Inform your clients of all the positives and negatives of the current scenario in the project. Also, do not get over-informal. Be professional.
The above are some minor tips that you can follow to easily win over your clients and motivate them to give those positive glitches as well as retain them effectively. Follow them and share your experience with us on firstname.lastname@example.org or visit us at www.bmconsulting.in for more information.