In a competitive market, you need to stand out as someone who not only offers a quality product or service, but as someone who gives people a warm welcome, listens to their needs and goes above and beyond the call of duty for their customers.
According to a study by PWC, a third of consumers will walk away from a brand – even a brand they love – after just one bad experience. The same study concluded that “73% of people point to customer experience as an important factor in their purchasing decisions.”
The key takeaway? The relationships you create with your clients, customers and visitors matter. Get to know them properly and you can give them exactly what they want!
We all know that we should be polite and pleasant towards anyone we’re hoping might spend money on our goods or services, but taking it a step further in our client relationships can pay huge dividends.
Remember, you’re dealing with an individual, with their own thoughts & ideas – listen to them and show that you’re taking their needs on board. Treat them as a person, not as a commodity. Be available – make the effort to answer emails quickly and explain your processes throughout any project you take on. Be flexible – every client is different and what worked for one may not work for another. Show them that you are someone they can trust. Doing all of this means you’ll get better results for them, so it’s win-win!
If a person feels like they not only received a great product or service from you, but were made to feel valued, they’re even more likely to keep coming back. We have clients who still return for projects – no matter how big or small – because of the relationship we’ve built since we first worked with them.
Not only that, but satisfied customers will tell their friends! Our business name – Little Bird Creative – comes from the old adage “a little bird told me.” People who’ve had a good experience will recommend you to others! In fact, the study we mentioned above found that 42% of people would pay more for a friendly, welcoming experience. So, give that to your customers and they’ll be quick to spread the word!
We live in a world where more and more people are purchasing goods or services online. Standing out as a company that makes the effort face-to-face can really give you a boost, but don’t forget that all of this advice can be used online, too!
Be personal, warm and friendly in your social media content. Remember that a relationship works both ways – let your audience get to know the people behind the business! If you’re clever with your social content, you can create a brand identity that customers recognise and trust.
A strong client relationship is rewarding on both sides, so hone those people skills and enjoy the benefits! For help with creating your brand identity, or for social content that stops people scrolling, get in touch.
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Ever had one of those days where all it takes is one person saying the wrong thing to totally push you over the edge? What about the reverse, where a kind word turns your mood around completely? The tone we take with others – and they with us – has a far greater impact than we might think. But what about your organisation’s tone of voice?
