Working to gain new clients is not easy, but maintaining client loyalty is a whole other aspect requiring long-term measures. My Business discusses some of the top tips for keeping clients happy.
The secret behind keeping clients coming back and maintaining their loyalty to a business always has something to do with keeping customers satisfied with the business’ products and/or services—to the point that patronising the business becomes a necessity.
The road to a happy customer service is long and winding. However, business owners can follow these simple steps below to make sure that customers stay satisfied and happy:
- Communicate with clients
- Orient clients with the business’ goals
- Manage client expectations
- Customise products/services according to client needs
- Always ask for customer feedback
Communicate with clients
Business owners who want to learn how to make their clients feel special and establish good business-client relationships must always effectively communicate with their clients. Maintaining constant communication with clients and making them feel that they’re an integral part of the business’ operation is the first step towards keeping clients happy.
If business owners make the effort to keep clients informed of the latest business developments, this paves the way in building a good business-client relationship. When the business encounters a challenge, business owners should inform clients of these challenges as well.
This shows that the business trusts its clients enough to actually be transparent, letting them know the challenges that the business would and might face.
Orient clients with the business’ goals
It is virtually impossible for businesses to cater to customer expectations if the clients themselves are not familiar with the business’ short-term and long-term goals.
Before anything else, business owners should take the time to properly orient clients on the business’ goals and with the inner workings of the business’ product/service offerings.
If a client is able to properly grasp what the business’ end-goals are, it would be easier for them to manage business expectations. It can also help measure if progress was being made when achieving these goals. This paves the way for a healthy business-client collaboration and thus attracts more clients in the long run.
Manage client expectations
When maintaining client relationships, always avoid disappointing clients and maintaining a positive image as much as possible. By setting attainable and realistic expectations for the client and refraining from overpromising and underdelivering, client expectations for your products and services can be easily met—avoiding the client’s disappointment if the business fails to deliver.
It also creates an image of trustworthiness and pragmatism for the business—especially if the business is setting its sights on acquiring more customers who would patronise its services.
Once the business products and services exceed client expectations, it would become a big advantage for businesses as this definitely increases a favourable impression to the business’ client base.
Customise products/services according to client needs
Keeping clients happy always goes beyond maintaining a transparent and approachable image.
To gain and maintain client trust, business owners should always be client-centric on all aspects of the business—particularly in product/service development. Constantly communicating with clients definitely helps business owners create products and services tailored to their needs and preferences.
In the long run, having products/services that cater to the specific needs of clients helps the business transcend the line between a want and a necessity—thus making their products and services an indispensable part of their clients’ lives.
By addressing a client need, businesses assured that their customer base would continue to grow and gain more patrons in the years to come.
Always ask for customer feedback
A business’ products and services would not be able to fully cater to the client’s needs if the business fails to gather substantial customer feedback. Customer feedback makes it easier for businesses to determine their clients’ needs.
Keeping an open line of communication is also important—once clients feel that the business strives to meet their expectations, it’s easier for clients to open up and become upfront when delivering honest customer feedback.
This, in turn, is very useful for businesses as an honest customer feedback helps business owners determine whether improvements would have to be made within the business.
When encountering negative feedback, businesses shouldn’t be fazed—take these feedback as opportunities to help the business improve and become better.
Of course, businesses should always strive to address feedback and promptly update their clients regarding improvements within the business if they were made as a result of feedback.
- Opinion: House prices not all doom and gloom
By Adam Zuchetti
- Analysis: How can SMEs realistically stay competitive?
By Adam Zuchetti
- Opinion: Victim blaming shows extent of harassment culture
By Adam Zuchetti