Updated: Feb 18, 2020
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The secret to business success is -
This may seem like a no-brainer, but it’s something that many businesses miss.
And because they miss it, they end up losing big time.
You see, there’s a difference between knowing something and IMPLEMENTING it.
Business owners are constantly bombarded with:
Throw in the fact that most of us try to have a personal life and you get the picture.
It can be easy for the clients to end up feeling like they’re being ignored.
And that’s NOT a recipe for happy clients!
Today, we’re giving you a simple formula to help you IMPLEMENT.
By the end of this article you will be ready to:
Balance all of your important responsibilities while still being able to give your clients the attention they deserve so that they remain loyal, raving fans for years to come!
We’re also going to go over a quick automation trick that you do not want to miss.
Ready? Let’s do this!
The Simple Formula for Making Your Clients Happy
Table of Contents:
STEP #1 - Make Onboarding a Breeze & a Pleasure
This applies in varying levels to varying industries, but do not overlook this!
If you finally get a client (which is no easy task) and the first thing they have to go through is a bunch of nasty, confusing paperwork...
How long do you honestly expect them to hang around?
If you happen to be in the health services arena, for example, you may be saying:
“But they HAVE to fill out a bunch of paperwork!”
This may be true.
But it doesn’t mean they have to go it alone.
Customer service starts BEFORE you get the client.
However, the rubber really meets the road HERE - with the onboarding process.
What does this look like, practically speaking?
Glad you asked!
Make it Clear, Easy, & as Quick as Possible
People like to know exactly what they’re getting into. Let your clients know WHAT they need to do, HOW LONG it will take, and (most importantly):
That You Will be There EVERY Step Along the Way
This means giving them the ability to:
Come in Person (if you have a location)
Whatever it takes to get them the info & resources they need during the onboarding process.
Seem like a lot of work?
Don’t worry - it’s not!
Plus if this small amount of effort up front saves you from having to go out and find 23% more clients…
It’s totally worth it!
Step #2 - Be Human with Humans
We live in an increasingly automated world (which can be very helpful - just stay tuned to the end of the article to see!).
However, if that automation comes at the expense of human interaction…
You will lose.
And we don’t want that!
So here are a couple of things you can do to ensure you maintain that human touch.
Interact With & Get to Know Your Clients
It’s been said that people like to work with people.
But is that really true?
You “work” with the teller at the bank, but mobile/online banking is taking off with a bullet!
It would be more accurate to say that “people like to work with people they KNOW”.
You don’t know the teller at the bank. So you’re not losing anything by using an app.
But if you KNOW your clients, and they KNOW you..
THAT’S what gives you an advantage.
So take the 2 minutes to ask them about their day.
Not sure what to say?
Here’s a little trick someone taught me once (super helpful!)...
Use the acronym F.L.O.R.
It stands for:
Family - do you have family nearby? Do you have siblings? Do you have kids?
Location - how long have you lived here? Where were you originally from?
Occupation - what do you do for work? How long have you done that? What did you do before that?
Recreation - what do you like to do for fun? How long have you done that? How’d you get into that?
Just like that you have nearly a dozen easy questions that will make the client feel like you care about THEM!
Another awesome trick…
Once you are done with that conversation, take a minute to jot down a note (either in your note app, or preferably in the Contacts app under the person’s contact info) about what you learned.
That way right before the next time you interact with that person you can refresh your memory before you talk!
That’s the kind of connection that money cannot buy.
That’s the kind of connection that will win you a loyal, raving fan!
Step #3 - Have a Website That is Easy, Functional, Mobile, & Eye-Catching
Customer service is all about making things smooth and easy for your clients.
You need to be a friction detective - finding any rough spots along the way and ironing them out ASAP.
When it comes to friction, many businesses overlook their old, outdated website.
Many do not realize the frustration & agitation it is causing their clients.
Pretty much everyone has a website these days.
We all know they’re important for...something…?
But if we’re honest, most websites are just kind of sitting there (looking less-than pretty...if we’re being honest!)
You are new to an area and are looking for a chiropractor to begin going to on a regular basis.
You go to Google and type in “chiropractor [city/town name]”.
Up pop 12 billion results, but all you care about is that first page.
In reality, all you care about is probably the first 3 on that first page.
You click on the first website.
It takes forever to load.
When it finally does, it’s a desktop version that you can’t read very well on your phone.
The look is outdated, the contact info is hard to find, and it wouldn’t matter if you did find it because the font is so small you couldn’t read it anyway!
Are you going to give them your business?
Chances are you clicked away once you realized the site wasn’t mobile optimized. And that chiropractor just lost out on potentially thousands of $$$.
All because they’re website was a point of friction.
THIS is why it is SO vital that you have a frictionless website.
Here are some top tips that you can implement right now to improve your website...
So you can get more clients and improve your service to your existing clients:
Compress your images (this will improve site load time)
Have clear, coordinated calls to action on every page
Optimize your website for mobile devices and tablets
Make sure the purpose of your site is clear - is it for information? Scheduling appointments? Taking payments? Selling a product? You should be able to tell within the first 2 seconds of landing on the home page.
Have a clean, eye-pleasing look to show professionalism
If some of these things seem a bit too technical for you, I’d love to help you out with them!
Step #4 - Just ASK
The nice thing about being in business is that most of it is not rocket science (unless you’re Elon Musk:).
Simply ASKING your clients about their experience will do WONDERS in your business.
Think about it…
When was the last time a business actually asked you specifically, in a PERSONAL way about your interaction with them?
How did that make you feel?
Pretty awesome, right?
I’m not talking about some cookie cutter, blase email that you get from an Amazon seller after a purchase.
I’m talking about real concern and human interaction.
You may be saying:
“That’s way too much work!”
“I don’t have time to do that!”
“Won’t they think it’s creepy?”
The answers to those questions are:
No it’s not.
Yes you do.
No, they won’t!
A simple, quick phone call will take you all of 30-60 seconds and it will delight your clients.
After that friendly, personal, helpful phone call - who do you think they’re going to buy from next time they need your product or service?
That’s right -
You see - making clients happy is not just so you can check it off your list or pat yourself on the back.
Making clients happy always PAYS.
You will see more return sales, more upsells, and more new clients from word of mouth (courtesy of your happy clients!).
If you’re not sure what to say, try this sample script:
“Hey [clientname]! This is [your name, position]. I just wanted to check in & make sure that you were all set with your recent purchase…? Awesome! We’re so happy to have you as a client. Was there any portion of the process that was tricky for you or that we could make smoother and easier for you? [if yes, LISTEN humbly, take notes, then promise to implement (then ACTUALLY implement!)] Thanks so much for your time! Hope you have a fantastic day!”
If you get a voicemail recording, it’s even easier!
“Hey [clientname]! This is [your name, position]. I just wanted to check in & make sure that you were all set with your recent purchase. If there’s anything else that you need, please don’t hesitate to give us a call or email [provide contact info]. We’re so happy to have you as a client. Hope you have a fantastic day!”
Depending on the product/service you sell, this simple step could literally be a multiplying factor in your profits.
Step #5 - Automate to Respond Faster
Obviously, as we mentioned previously, you want to be as personal and personable with your clients as possible.
However, that’s not always possible in the moment.
Which is why this simple automation tip is so awesome!
If you have a Facebook page, follow these easy steps & you’ll be set in no time!