As a business owner, freelancer, or entrepreneur, how your customers view your company is paramount. It’s easy to think that simply providing the service or the product that they’ve asked for is enough to keep them coming back, but in today’s business world – that’s no longer the case.
It’s all too easy for your competitors to come in and sweep your hard-earned clients off their feet. In truth, the best way to retain your customers is to not only meet their expectations but exceed them in every way possible and at every possible opportunity.
Whether your company is growing exponentially, or your fledgeling business is yet to get off the ground, read on for some amazing ways you can exceed your customers’ expectations.
Upgrade your billing process
Sending out invoices and chasing payments is one of those laborious tasks that simply must be done. You need to get paid, so it’s important to get it sorted as quickly as possible. But in terms of exceeding your clients’ expectations, upgrading your billing process should take centre stage. By creating a business invoice from FreshBooks.com and utilizing their invoice software, you can create professional-looking invoices that are fully customized and tailored to your clients’ needs.
Cutting back on all the jargon and ensuring accurate information, sending out these kinds of documents should prompt your customers to make a payment as soon as possible, not put it aside to look at later. By streamlining the payment procedure and making it easier for your clients to understand their invoices and make a payment, they’re more likely to use your services again in the future.
Had a customer that’s found working with you challenging? Don’t wait for them to upload a negative feedback post, be proactive and reach out to them as soon as possible. By being proactive rather than reactive you’ll be able to turn around a disgruntled client, prevent negative feedback and demonstrate how dedicated you are to your client’s satisfaction. Exceeding their expectations, even when things haven’t initially gone to plan.
Think outside the box
With the client data you’ve gathered, you have an incredible amount of information you can use to your advantage and to ensure you exceed their expectations. Consider sending holiday cards to your clients, or discount codes as a birthday incentive. By doing the unexpected, you’ll find more clients stick around and appreciate your efforts.
Ensure every step is personalized
Just recognizing and acknowledging your clients’ name can go a long way in terms of expectations. When you take the relevant steps to ensure every interaction, every step and every part of their customer journey is tailored and personalized to them, the more impressed they’ll be. Whether they’ve filed a complaint, previously returned an item, or they’ve just stumbled across your social media, keep interactions personal and try to pair them up with the same staff members each time.
Remember, your clients aren’t just buying your products or services, they’re investing in you as a company! Every interaction is an opportunity to exceed their expectations – don’t disappoint them!