Tag Archives: Client relationship

Catalyze Yourself Through Client Motivation

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 info@bmconsulting.in or visit us at www.bmconsulting.in for more information.

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Handling Customer Complains – A Positive Approach

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Facing criticism can be the hardest thing to do – especially professionally and the fact that you have put your efforts in full force just adds to the demotivation. Now, it is a business fact that however good you are, you will ALWAYS have customers who are unhappy. But keep it in mind that if you are lucky, they will complain. An aggressive and spontaneous customer will simply discard your services, sometimes even silently, if he/she is dissatisfied. The very reason why your clients are complaining is that they are ready to give you a chance to cover up for their dissatisfaction and they want you to improve.

First and foremost, identify your customers. Population is heterogeneous and so are your customers. Each person will need a different approach of solution. Some of the most common types of customers in the context of complaints are as follows:

  1. The gentle one – This customer is facing an issue but is very submissive and doesn’t want to burden you with only his complaint. Take responsibility for these customers, inquire deeply about his issue and solve it efficiently.
  2. The aggressive one – This person will confront you over-boldly regarding his issues and his/her behaviour reflects authoritativeness. Be careful not to tackle him/her with the same behaviour. Be polite and pick up his issues. Do not be over-submissive, you (and your team) have worked honestly too.
  3. The extravagant – The customer who will never delay in payments but would want a balancing service provision. It is very important that you categorize these customers separately and cater to their needs despite continuous importuning.
  4. The chronic objector – This customer sets levels for ultimate patience testing. Nothing happens to satisfy him/her. There are two types of customers within this range. One will be complaining at all times but once he achieves his sought goal, he shall be one of your happiest customers and may lead to many referrals. The other will simply complain, he/she has no set objective and will simply point out errors.

Whichever type of customer you are faced with, always remember that he requires a genuine and professional solution from you in the quickest possible timeframe. You need to provide him/her with the same, to keep up your company standards. There are a few points that may be considered to help you with handling your clients.

  • Always acknowledge the complaint before you give an explanation. It gives the customer a positive feedback that you are actually understanding what he/she is going through and therefore will be able to help better.
  • Do not interrupt a customer when he/she is complaining. It further gets away with their mood.
  • If immediate action is not possible for the issue, assure your customer about the timeline that will be required to complete the tasks. Always remember to communicate back to your clients regarding any updates that you have done regarding their complaint.
  • Give them a hypothesis of what actions will be taken with respect to their complains and what will be the results. It gives them the idea of what is to be expected and also shows them that you are well acquainted with your work.
  • You may have erred in your previous tasks; it’s no harm to apologize if your mistake is honest.
  • Time matters. And it matters a lot. Show your customers that you care about their time by quickly acting on their complaints. Never put any customer related tasks for later on. Quicker actions taken on customer complains improve your impression to big heights.
  • Always re-communicate. It shows your customer that you are really paying attention to them and may reduce the chances of any further complains.
  • Keep a record of all complains and actions that have been taken for the same. You can refer back to them if at all needed. These can also be used for reporting purposes.

The key to handling customer complaints is to be liable – focus on the effect, not the cause. Use your customer complaints intelligently for what they are actually meant to be – a pathway to improve your services.

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THE IMPORTANCE AND PROCESS OF CLIENT ONBOARDING

Client on-boarding is essentially defined as ‘establishing the account relationship, having a legal framework and getting the CRM correctly populated between yourself and the client’. In the practical corporate world, it is much more than just that. For marketing agencies, it is rather an ongoing process for the initial months with the client. And being a fundamental part of the relationship, marketing agencies that shun away from firm execution of client on-boarding either lose their clients fast or end up with clients who are just carrying on to get their projects done.

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As very well said by the author and marketing consultant John Janstch – “If you hold a customer’s hand for 90 days, they’ll be loyal for life”, if clients are satisfied in the initial stages, they will never abscond your services. Simply pulling them towards your services does not suffice, especially in the marketing industry. This is because actual results take time to show up and you need to continuously convince clients that you are truly working towards the very best for them.

After the client acquisition process, you need to assure the client that they have made the right choice by picking on you. Set the client into your business and establish a good and promising relationship. One must executively integrate clients into the business rather than just having them on the clientele list.

The following steps can be used for assuring a successful client on-boarding process:

  1. Collect all client information and requirements to every detail. It would be a good idea to update all this information onto your CRM and share the updation with the client.
  2. Send a welcome note to the client on acquisition – this could be in the form of a letter or an email. You may also send a welcome kit to the client. Welcome kits would generally (but not necessary or limited to) the following items: a welcome video/link, several business cards, business brochure, testimonials/case studies and promotional items engraved with your logo.
  3. Arrange for a team meeting so that both teams are introduced to each other and the client is in well knowledge about who is working on his project.
  4. Regular reporting about the ongoing activities to the client is an important augment of all on-boarding activities. Make sure the client is in loop.
  5. Check-up calls at regular intervals (weekly calls are recommended) keep you both updated on any new activities/changes that are going on.

Keep the above points in mind to ensure an effective client on-boarding that will result in less of churn for your business. No-one wants to keep on cliffing too new clients because of losing older ones. Make your clients cling on to you by building a profitable business relation.

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