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The ability to listen, understand, clarify and come up with desirable solutions!
This question has been already asked, even twice I think. But anyway, I think the clue is to make the customer feel good, important and appreciated at that moment.
Here’s a quick exercise. Write down your five most important clients (how you define “important” is up to you). Then, write down as many things you know about those clients that have nothing to do with their business or the work you have done for them. What are their hobbies or passions? How many kids do they have? How old are those kids, and what are their names? Where do they like to vacation? Things like that.
So, how long is your list? If you’re like most people I speak with, probably not very long at all. We learn everything we can about a client’s business, but we often fail to discover anything substantial about our clients as people. If we do not engage with our clients in a real, personal way, then we are just another vendor — and vendors are easily replaceable with better cheaper options. However, clients are much less likely to consider replacing people with whom they have real relationships.
So, how do you start learning more about your clients? Simple: ask them questions about themselves and their lives, not just about their business.
When I give this advice to others, it is often met with some apprehension. Asking someone about their business goals is easy. Asking them about their life outside of the office is harder. We often avoid getting personal for fear of offending the person or saying the wrong thing; but by being overly cautious, we miss the chance to create a real relationship.
Whenever I get nervous about getting too personal with a client, I remind myself of a story. A few years ago, I had the privilege to work on the website for the Tori Lynn Andreozzi Foundation. This non-profit foundation was named after a young girl who, walking home from school one afternoon, was struck by a drunk driver. Tori survived but was forever changed. Today, she is in a minimally conscious state, unable to walk, speak or eat.
In one of my first meetings with this client, I sat down with the head of the foundation, Tori’s mother, Cathy. I began the conversation simply by asking her, “How is Tori doing today?”
Cathy smiled and answered that Tori was doing well. We had our meeting and discussed the website and the project. As we were wrapping up, Cathy thanked me for asking her about Tori. She explained that so many people avoid asking about her daughter, fearing the news would be bad or that Cathy would be upset by the question. The truth is that, even though Tori has bad days, Cathy always enjoys talking about her daughter and was very happy to be asked about her. By asking Cathy how her daughter was doing, I showed her that I cared about more than just the project.
Today, Cathy is one of my favorite people to speak with, and we begin every conversation by asking how each other’s children are doing. We have much more than a great client-vendor relationship, all because I asked a real question, honestly cared about the answer, and created a real, human connection in the process. Had I been too afraid to ask that question, I might never have been able to build the relationship that I have now.
Don’t be afraid to ask your clients real questions. If they don’t want to answer you, they won’t. But for those who do (and you will find that most, if not all, of your clients will be happy to have a real conversation that has nothing to do with business), you will be well on your way to building real relationships.
Another way to build a relationship with a client that goes beyond the project is to participate in their events. If the client runs a non-profit organization, they might have fundraisers or similar events that offer you an opportunity to support their cause and nurture the relationship. Go to these events and participate. As a bonus, you will also be helping a worthwhile cause.
Not all of your clients will have fundraising events, but they might invite you to holiday parties and other gatherings. Take advantage of these opportunities to interact with your clients outside of a normal business setting. It will go a long way to reinforcing those real relationships that you are trying to create and show that you are more than just another vendor.
Similarly, consider inviting clients to some of your events to show that you view them as more than just a source of business. When they arrive, greet them warmly and enjoy their company, leaving business talk for another day.
Clients may hire you to design and develop a Web presence for them, but in the course of the project you will often discover that they need other services that you do not provide. By listening to their needs, you might learn that they have issues with their payroll company or their accountants or some other aspect of their business.
Look to your own business and the vendors you use. There may be a service or company that you have had success with that you could recommend. Also look to your other clients to see whether they offer services that fit. If appropriate, set up a lunch meeting between you, the client with the need and the client that might be able to fill that need. Not only will you be taking two clients out for lunch, you will hopefully be helping them both by making a valuable connection between the two companies.
When a client can say, “I hired this company to design our website and they ended up helping us revamp our entire payroll system!” you position yourself as much more than just their “Web team” — you show that you are a valued business resource and a trusted advisor.
Good communication is key to any relationship. Still, judging from the number of clients I speak with who are unhappy with their current Web team — not because they do a poor job, but because they are unresponsive — quality communication is not always a given.
Regularly updating your clients by email is important, but also pick up the phone every now and then, so that you become more than just that distant person behind those electronic updates. By hearing your voice, clients will feel more connected to you and the project. It also shows them that you value them enough to take the time to make a personal call, and it gives you a chance to talk about something other than business.
Have you ever had to share bad news with a client, but rather than pick up the phone to discuss the issue, you waited and sent an email at5: pm on a Friday? By doing this, you may have bought yourself a few more days before having to face the client’s worried questions, but you also damage the relationship by hiding behind an email. It also means that the client will read the bad news first thing on Monday morning; definitely not a good start to their week, and definitely not the way to treat a valued relationship.
Here’s a secret: clients do not expect you to be perfect. They do, however, expect you to be honest. When something goes wrong, let them know quickly so that they are not blindsided by the issue later on. And never deliver bad news by email. Picking up the phone to discuss the news lets you reassure the client and answer any questions they may have. An after-hours email certainly won’t do that for them.
If the matter is handled correctly, the client will not remember that something went wrong. They will remember that you were honest and kept them apprised of the state of the project, even when it did not go according to plan.
When was the last time you thanked a client for working with you? How did you do it? Did you send a basket of cookies or chocolate with a generic “thank you” message, or did you do something more personal?
Too often, we fail to even thank our clients for their business. We are so keen to finish a project and move on to the next one that we forget to properly show our appreciation.
While a basket of sweets and a generic message is better than nothing, consider sending a personal, handwritten thank-you note.
Handwritten letters have become all but extinct these days. With the rise of electronic communication such as email, social networks and text messaging, so few people take the time and effort to actually write a letter. The gesture of a personal letter will delight and surprise your client, not only because you have thanked them, but because the way you did so was personal, memorable and the perfect cap to a successful project.
A thankful, personal handwritten card is a great way to cap off a successful project.
The key skills that make Client Service successful
When most business publications talk about customer service skills, things like "being a people person" tend to take the spotlight.
It's not that this trait is outright wrong, but it's so vague and generic that it is hardly a help to those looking to get involved in support positions within a company, and certainly doesn't help out entrepreneurs/founders who are looking for the right set of skills when hiring the all-important folks who will be taking care of their customers. The important skills are as follows:
1. Patience2. Attentiveness3. Clear Communication Skills4. Knowledge of the Product5. Ability to Use "Positive Language"6. Acting Skills7. Time Management Skills8. Ability to "Read" Customers9. A Calming Presence. Goal Oriented Focus. Ability to Handle Surprises. Persuasion Skills. Tenacity. Closing Ability . Willingness to Learn
Positive attitude
Clear communication
Continuous improvement & Innovative
Emphatic and good listener
KYC Know Your Customer
listen and understand their needs today and their changing needs going forward
develop a partnership relationship
attention to detail
Key things are resolving client's biggest problem by providing them with a customised solution, try to build a personal rapport with the client. Make the client believe and see your resourcefulness towards them.
Set Healthy Boundaries
Practice Self-Care
Look at the Big Picture
Clearly Define “Emergency”
Understand the Business
Understand the Personalities
Respect
MONTRER AU CLIENT DE LA CONFIANCE TOUT EN GARDANT LE SOURIRE
Product knowledge is the main key thing that make client service successful
The deep understanding of the clinets' needs
The speed of service fulfilling
The good relationship and after service care
