Top 10 Secrets of Companies Who Build Great Client Relationships
By Deepesh KotwaniMar 13, 2020
As there would have been no value of Tom without Jerry, there is no value of a business without a client. You can also say that the client is the backbone of any business.
So let’s say that you have cracked a deal and now you have a list of new clients. Now, what will you do?
You will try to build a client relationship! As you do not want to solve their problem for just one time, you want them to become your regular client and we go back to a place only when we like the service as, to be frank, what you are providing to the client, your competition can also provide at the same rate. So what can be the deciding factor?
In today’s time, service plays the most important role in controlling customer churn. In fact, according to a study by Walker, Eighty-six per cent of consumers are willing to pay more for great customer experience. In fact, by the year 2020, the customer experience will have overtaken prices and products as the key brand differentiator.
Moreover, it is necessary for you to provide the best service or the customer will not return. According to Salesforce, gaining new customers is six to seven times more expensive than maintaining the current ones you already have. This reason alone should be enough for you to be motivated to provide the best service.
If you are wondering what you should do to provide exceptional customer service, here are the top 10 secrets of companies who build great client relationships:
1. Ritz-Carlton Hotel:
A certain customer at the Ritz-Carlton Hotel forgot the laptop charger in the hotel room. Now, you know how important and valuable a laptop charger is. The client planned to call the hotel as soon as he would return to the office, but before he could call, he received a package that had his charger and even an extra charger for the laptop along with a handwritten letter.
Just imagine how satisfied and happy the customer would have been when he received the charger and the letter.
So in this case, the hotel was able to gain a permanent and loyal client. The client shared the incident with all his friends and family, so the hotel gets the benefit of word of mouth advertisement. Therefore, by just investing 6000-7000 and by some hard work and quick service, the hotel was able to earn a loyal customer.
Cross the limit and allow your team members to go beyond the general service that you provide to help the customer is having an amusing experience.
How do you feel about your birthday?
Everyone feels great as you can feel your value on that day.
Keeping this in mind, you should provide such an experience to the customer in which they feel personal and valued.
Wistia is a video hosting and analytics platform. Team members create personalized how-to videos and individualized thank you notes when they d the demo of the product. If the company is doing so much for you and is connecting to you at a personal level, no one can say no to do business with them.
Make the customer feel connected, valued and special.
The company has introduced a new policy in its customer service project scope and has readjusted the time the members will spend addressing the customers. It has reduced 2 hours and has invested this time to analyse their process.
Therefore, all customer executives will spend 2-hours a day on research, innovation and creativity. The move has been a success as identifying patterns and analysing the data has helped the team in creating more effective work processes.
Invest some time to analyse the processes to keep them updated and make them better.
4. Warby Parker:
As soon as you visit the Warby Parker’s website, you can immediately take a quiz which is fun and will tell you about the types of glasses you can choose from. You can select up to 5 glasses to try. The team will bring the glasses to your home for the trail. There you can customize the frames and the lenses. The plus point is that the prices are less than traditional retailers.
Provide fun and different experience to the customers to stand out from the competition.
According to the Pew Research Center, majority populations in 40 countries rate climate change as a serious problem, and a median of 78% of people surveyed globally support the idea of limiting carbon emissions.
Lyft has announced its commitment to minimize the environmental impact that its millions of car rides do per day by declaring all of its cars to be carbon neutral. All the credit goes to its voluntary purchase of carbon offsets.
It also donated $1 million to the American Civil Liberties Review against the order to restrict immigration from seven Muslim-majority countries to the United Nations.
Include a good cause in your services and vision statement, and also use the trend smartly in your favour.
CEO and co-founder Emily Weiss connected with real women over blogs and social media and tried to listen and understand their requirements.
She found that women want makeup that is not harmful to the skin and is skin-friendly and thus she came up with the motto of “skincare first and makeup second”. She went through the requirements of many women and came up with the skincare and makeup brand - “Glossier”.
The founder still receives so many DM’s stating ‘Thank you for listening, we have been waiting so long for this moment”.
The buyers are buying your product as it solves their needs and problems. Therefore, if you want to reach the highest satisfaction among the clients, listen to what they want.
Lego has been in the business from the early 1930s to till now because of its extraordinary products and services.
The thing is that you are not only liable to provide the product to the customer but solve the problems that they face while they use your product and the after-sales services too.
If you order a Lego set and you find that a tiny, but a useful piece is missing, you can contact Lego and they will send you the piece along with an apology letter. This applies to the piece that you lost after you received the set too.
In a cute incident, a boy lost a piece when he went on a vacation with his father. The father told the boy to email Lego, and upon receiving the piece, the Lego team not only sent him the missing piece, but they also sent other gifts too.
In this incident, Lego earned two loyal customers, the child and the father.
Include this point in your customer service project objectives that if many people face the same problem while using your product, you should try to solve it rather than using it to generate sales. This will gain you loyal customers instead of frustrated ones.
8. Whirlaway Sports:
Facebook rates the company as 4.5 stars and Yelp gives it a five out of five stars.
As soon as you enter the store, you are greeted by a sales executive. They will ask about your running style, where do you run and how much do you run. Then they will ask you about the budget and style. Based on that, they will direct you to the best possible pair for you. They even have a high-tech foot scanner.
Even though Whirlaway is a small business, they are giving their 100% to provide you with the best experience. Therefore, you should always strive to give the customer your 100%.
Help the customer where they want.
Shopify realized the value of communication tool and channelled its support service to all those communication channels that its customers use the most.
They even created a twitter account to provide support to the customers.
You should be reachable from anywhere and anytime.
A good start is everything. In the first meeting, the lead will tell you all their problems and much more. No one can remember everything and therefore you need a CRM tool to efficiently manage the customers. Along with being a Task management software and Project management software, SmartTask is also a CRM system that can help you in managing your sales channel. It is very helpful for ecommerce vendors also to manage different tasks on marketplaces.
As you talk with a customer, you can create a task of the customer, attach the contact and then you can comment on the conversation in the task itself. Therefore, this will save all the points in the task itself. If you have told the client that you would connect sometime later, let’s say 2 days later, you can set the date and time and the remainder, therefore at that time, the tool will remind you about the same. Therefore, you stick true to your words.
Have a flaw-less system to remember everything about your client. The tasks will remind you to connect to the client, therefore you can provide timely service.
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