The Client Experience & How It Can Make Or Break Your Business
Wow. These past few weeks have been BUSY. Not, “I have to work really hard to get everything done this week” busy- we’re talking “adding social events to our calendar” busy. As business owners, we know these times come and go in waves. Even if you’re someone who is extremely organized, it may feel difficult to stay on top of everything for your entire client roster.
We’re here to tell you that, not only is it the most important aspect of your business, but it is also POSSIBLE. Mastering communication and organization (with a little help from the Trello for Business course) has done wonders for our business. Being a team who has been on the receiving end of a number of services, we are passionate about providing the best possible experience for our clients.
The client experience is any form of communication, any content delivered, and any interaction that you have with the client. In short, the client experience is everything. You should view every single interaction with the client as an opportunity. Think of the old adage, “time is money.” This person or business is offering their time to you and is expecting to receive something of value in exchange for the time that they spend with you.
By providing an excellent service and client experience, you have the opportunity to alter this person’s perspective of your entire business, potentially creating a lifelong client and voice for your brand.
Pricing yourself at a lower rate, simply because you aren’t passionate about the client experience, won’t do the trick anymore. According to a Walker study, 86% of people will pay more for a better client experience. People want to work with (and pay) people who want to work with them!
Think about it. If you’re providing an exceptional experience for your client, there are a few different ways this will benefit your business. Here are a few reasons:
1. A happy client is a loyal client. At the end of the day, if a client feels like they will be valued elsewhere, they will have no issue moving onto someone who will treat them with care.
2. A happy client is an advocate for your business. This is a big one! If your client has a lot of nice things to say to you, you can rest assured that they’ll be sharing their opinion with others (family, friends, coworkers, etc.). By creating noteworthy experiences for your clients, you’re essentially creating ambassadors for your brand, which will gain you new clients or at least buzz surrounding your business.
3. You’re helping your business to stand out from your competition. There are always going to be other business who are offering the same services, but if you are known for your exceptional client experience, this will help you stand out among your competitors offering the same products and services (even if your pricing is a bit higher).
The best way to improve your client experience is by running a quick wellness check-up on all of your projects. You can start this by going all the way back to their goal when they started working with you. Have you kept that in mind throughout the duration of your time working with them? Do you think their priorities have changed?
If you feel like the specifications and goals have gotten a bit blurry, schedule a check-in. Ask for feedback. If you’ve grown as a company or have worked with the client for any length of time, odds are the project has been altered since the initial goals were set.
The bottom line is: let them know you’re thinking about them. Has something monumental happened in their business? Have they launched a new product? Send them a Starbucks gift card to help them refuel after months of working towards the goal they’ve achieved. It really is the thought that counts.