Based on my experience, I am convinced that the easiest way (by far!) to attract new clients is to generously invest in our existing ones.
“A satisfied client also holds one of the keys to maintaining and boosting our reputation. He or she is one of our many ambassadors.”
We all know that clients not only will come again if they were satisfied and happy with our service or product, but they will also speak favourably about us and recommend us to their network.
A satisfied client also holds one of the keys to maintaining and boosting our reputation. He or she is one of our many ambassadors.
Yet, I have seen time and again, as a client myself both in the corporate world as well as building and now running my business, that this tends to be forgotten or neglected.
I noticed that the notion of the importance of client satisfaction with some providers seems to slip towards the end of a project and in the after-sales part – obviously with negative consequences for both parties.
In such cases, it usually starts off really well, with great care and enthusiasm, but somehow the attention drops and the sloppiness tends to take over towards the end, as if “it’s all in the pocket now anyway, so why go out of our way”? Quite a terrible error!
The contract has been signed.
Trust has been given.
Expectations are high: of the outcome and also of the cooperation itself.
Nurture your existing clients!
Express gratitude for their trust.
Carefully and patiently listen to their wishes and concerns.
Take the time to explain.
Be very flexible.
Be extremely professional and human.
Cherish and respect them.
Be understanding and supporting during times of challenge or doubt.
Exceed their expectations.
Do all that with sincerity and joy!
That should be the norm – something I am conscious of and apply more than ever now in my role of service and product provider.
The “return on investment” – be it immediate, longer term, direct or indirect – for generously investing in your existing clients is priceless.
And that is not mentioning the feeling of tremendous personal satisfaction!