Happy client, happy business, right? It can be hard to manage the demands of your clients as your business grows. As your business grows you want to continue to provide that small business support your clients fell in love with but it can be hard. Today we are busting five common myths about keeping your clients happy.
You can’t respond until you have the answer.
Have you ever called your internet provider (or any call center) because something was wrong and proceed to wait on hold for half an hour? Chances are you were even more frustrated when you got ahold of an actual human.
Now think of an excellent customer service experience? Maybe you called a local business and the person who answer didn’t have an answer for you but was kind and promised to call you back with the answer when they got it and they actually did!
See the difference, even though the second person didn’t have the answer automatically they heard you and eventually got you help you need. That’s what your clients want. Everyone wants to feel understood especially when they are shelling out for high-end product or service.
Responding to a client and letting them know you’re working on resolving their problem or finding an answer for the answer can smooth over a lot of frustration.Client service myth: You can't respond until you have an answer. Click To Tweet
Your clients want to hear from you, not your team.
This one is complicated. When you make a name for yourself online, you build a following. Sure other people are offering what you offer but the reason your clients pick you is that of your message and the way you package your offerings. When people think about that they often end up feeling like they have to answer all the emails and questions themselves. The truth is you can hire someone to handle your client’s needs so you can focus on making your programs and services the best. The trick is hiring a professional who understands your business and message. A great client specialist will know how you talk to your clients and will be able to replicate the same love and care, so they aren’t thinking, “Where is the CEO?” The right client support person will have them saying, “Wow she has a great team!”Client service myth: Your customers only want to hear from you not your team. Click To Tweet
You have to be available 24/7 to keep clients happy.
You have worked hard to get your clients and build your business. You started with late nights and early mornings. Your mind has convinced you if you want to keep that momentum you have to keep up those impossible hours. The truth is if you keep those impossible hours all you will do is burn out. With the right team and right systems in place, your clients can feel supported continuously without you constantly working.Client service myth: You have to be online 24/7 to make clients happy. Click To Tweet
Each client issue is different so I can’t streamline responses.
While all people are different most client issues aren’t that different. The truth is most client issues fall under only a few categories, payment issues, system or tech errors making up a majority of them. You don’t have to be there to address every issue individually. Your client support works similar to a receptionist at a large brick and mortar business. They discuss common client concerns and carefully determine which questions you need to see. Your client specialist won’t come to you every time someone wants to change their credit card payment or someone has a tech issue.Client service myth: Each client issue is different so I can't streamline responses. Click To Tweet
I have to be the only authority in my Facebook group.
As Facebook groups become more popular and almost an expected bonus of an online course it can be hard to manage. Way more public than a one to one email, you want to ride a balance of engaging with your clients while at the same time not spending all your free time answering questions about it. Having a client specialist work as a group admin is a great way to keep clients feelings engaged and supported without you wearing your keyboard down responding to every single question. By making them an admin and actually announcing that they are a member of your team and there to help you are passing some of your street cred onto them, so your clients trust their advice.Client myth: I have to be the only authority in my Facebook group. Click To Tweet
Are you ready to start providing your clients with 5-Star client care? Check out my new package 5-Star Client Experience. I have three spots open for 2017.