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Customer Service: The first stop in growing your business

January 12, 2012 By Christine Smith

Today I want to talk about customer service – a concept that is the backbone of Visage Creative. When I became a part of this talented team of visual marketers the first thing I noticed is that this company moves and bends based on customer needs and with the intention of furthering client success. I have never worked with another group of people so dedicated to their clients. And you know what? They love us for it. Customers—clients—respond to being cared for. They know when you are really in-tune to their needs and they notice when you genuinely take an interest in trying to further their goals. So as you embark on this new year make this the first step in growing your business. Take an honest look at your client relations by asking yourself these questions:

• Do you sincerely care about your clients? Are you excited about their success? Sincerity is really key here. Unless you are a superb actor or actress (unlike me), it’s not hard for someone to tell when you are feigning concern for their well-being – and there is not much that is as annoying as having someone patronize you in that way.  Offer earnest concern and shared enthusiasm for your client and their business, and their responses will inspire you.

• Do you really hear your clients? Do you listen when they express their needs to you? Or, do you respond to their requests with your own agenda? Practice active listening. You remember – that basic life-skill we learned in grade school? When you receive a request from your client, or, heaven forbid, a complaint, be open to really hearing them and respond by repeating what they’ve said for clarification.

• Is good communication at the foundation of your client relationships? One of my favorite quotes by Anne Murrow Lindburg says “Good communication is as stimulating as black coffee and just as hard to sleep after.”  We want our communication to be sharp, witty, professional and approachable. In a world of emails and tweets, many of us will never meet some of our clients. The words we write and the phone calls we make are our face to them. It is vital that we are intentional in our correspondence. Make sure to keep your clients updated with what’s going on with their orders or projects. Follow-up once they receive a product, to make sure they are pleased. Encourage their feedback. Be polite and try to fashion those emails and written communications to be as much like a conversation as possible by beginning your email with a salutation (e.g., “Hi So and So”) and closing them appropriately (e.g., “Thanks, Me).

• Is there a level of camaraderie in your relationships with your clients that is conducive to collaboration and trust? It has proven true in my experience, over and over again, that if you go out of your way to be friendly with folk, they are more likely to respond in kind. You know the old adage, ” You catch more flies with honey.” This applies here. Get to know your clients. Remember to treat them not only as your client, but as a person, and you will find that your collaboration will go smoother. Be sure to be honest and dependable in your interactions with them so you can build the trust necessary for a solid work relationship.

• Do your clients know you appreciate them? An important skill for everyday life, not just your work life, is to know how to make people feel appreciated, cared for, seen. You can do this in several different ways:

1. Show basic respect on a daily basis (see: life skills learned in grade school).
2. Say thank you. Whether it’s in a thank you note or over the phone, it’s amazing how uplifting it is to know you are appreciated.
3. Help promote their business. This is probably the number one best way to show you appreciate your clients. Introduce your clients to each other – help them network. “Like” their business Facebook pages through your business page, follow them on Twitter, share their posts, and direct others to their blogs or other social network venues. When you run into someone who needs services they can offer, send the work their way.
4. Be truly grateful for the business your clients bring you. After all, they really DO have a choice as to whom they’re doing business with. How nice is it that it’s you?!

You may ask yourself, what will all of this effort get me? Well, it’s our experience that great customer service promotes customer loyalty and longevity. It brings in business because if a client loves you, they’ll send other business your way time and time again. It helps your customers succeed – and that helps you succeed. It’s a symbiotic relationship like a flower and a honeybee. And, finally, good customer service is just, well…good.

Make this issue a priority and watch your business blossom!