Making your clients happy is a worthy goal that the majority of companies thrive towards. However, performing admirably and constantly delivering great results is something that will quickly make your clients complacent. After a while, they’ll start taking your incredible results for granted and keep raising their expectations. This is why keeping your clients happy over the course of time is an even bigger challenge. Still, for those who are willing to go out of their way in order to develop a suitable strategy even this shouldn’t be too much of an issue. With that in mind, here are the top 10 tips to keep your clients happy.
1. Stand for something important
One of the reasons why customers stay with you for life is because you stand for something bigger. In other words, if you and your customers share values, chances are that they’ll be incredibly loyal to your brand. In fact, about 64 percent of all customers expect you to take positions on the issues. Sure, some brands may fear that this can alienate some of their target audience, however, it’s always better to have some love you and others hate you than to have everyone be indifferent towards you.
2. Post-sale follow-up
Every customer has a secret fear that brands don’t really care about them but are in it only for the money. Sure, this is not necessarily a horrible thing, however, the feeling of being of secondary importance leaves a bad taste in one’s mouth. The best way to overcome it is to focus on the post-sale follow-up. What you need to do is send a follow-up note or just send them a receipt. All in all, keep in mind that the post-sale follow-up is an art form and, as such, something that you need to focus on.
3. Help them take initiative
One of the best ways to make customers more engaged in your brand is to allow them to take charge of the situation. What this means is that you can give them an opportunity to explore your brand on their own by browsing your catalog online and checking out the products/services that they’re interested in. This can be done offline as well, seeing as how agencies like Infostarters provide products in both digital and print-ready format. Brochures are still a quite potent marketing persuasion tool.
4. Don’t make promises you can’t keep
Making a promise is an incredibly easy thing to do. Sure, you can promise to improve your customer service, be more attentive or even accept a job that you know you can’t complete in time or complete with high enough quality. The problem is that such actions irreversibly harm your reputation. In order to avoid this problem, you need to learn how to say no and when to keep your mouth shut. In fact, it’s usually better to under-promise and over-deliver.
5. Put trust first
If your clients don’t trust you, they won’t do business with you. It’s really that simple. Now, in the majority of industries, the most profitable course of action is to generate return customers. Sure, making a one-time sale is better than missing out on a lead entirely, however, tricking people into buying from you will do you more harm than good, in the long run. Therefore, you need to put trust first and profit second. Only 8 percent of your regular customers usually end up making 40 percent of your entire profit, which is why this strategy is more than worth it.
6. Go for user-generated content (UGC)
When it comes to listening to someone’s opinion, your customers are most likely to listen to the words of those that they find to be similar to them. In other words, you should rely on UGC like comments, testimonials, and reviews. You see, customer feedback has multiple applications. Other than generating invaluable data it can, on its own, be an invaluable marketing tool for you to exploit.
7. Provide value
In order to create a mutually beneficial relationship (regardless if it’s a personal or a business relationship), both parties need to get some value. When it comes to the sale of a product, the situation is fairly straightforward – you get the money and they get the product they need. However, in order to really make a difference, you need to start generating value even when you’re (seemingly) getting nothing in return. The simplest way to do so is to provide free tools on your website and some quality content on your blog. One of the fastest ways to gain a happy face from clients is to provide guidance that adds value in their life.
8. Speak their language
The most important thing you can do for your clients is to show them that you really understand where they’re coming from. The best way to do so is to speak their language. Try to make an estimate of their knowledge level when it comes to your industry, seeing as how oversimplifying your terminology will make you look less professional and, in some scenarios, even condescending.
9. Keep evolving
While changing your core values is not recommended, your business needs to be constantly evolving, at least on a surface level. This way, your business will always seem up to date, which is something that’s bound to create a positive response with your target audience. This, nonetheless, is not such a simple thing, which is why you might want to hire branding professionals to help you out.
10. Always respond and never argue
The last thing you need to do is always respond to your audience and avoid online arguments at all costs. We’re not just talking about your chatbot or direct messages that you receive on your official social media platforms. You should also respond to comments left by your audience in order to show them that you’re listening even in scenarios where they expect it the least.
Perhaps the biggest misconception of the business world lies in the fact that the customers always go for the best offer. If this was so, there would be a single business in every industry out there (the one with the objectively best offer). Fortunately, your customers are able to see past this and have a particular way of choosing a company to work with and a brand to stick to. Remember, you want them to be proud buyers, users, and brand loyalists. By abiding by the above-listed tips, you’ll be able to achieve just that.