A large part of the success of a company or organization rests in the perception of quality and service that its clients can expect. This goes directly to your Brand Promise and is a critical component in the inherent longevity of a business.
The importance of customer service can not be overstated. Many companies fail, not because their product or service offering is lacking but because the company didn’t cater to the needs of their customers. Understand I am not suggesting that we be slaves to our customers. On the contrary, there are many times that the client is just flat out wrong or is being unrealistic. But that’s when training your clients by managing expectations becomes so important.
Here are a few ways you can ensure a smooth customer experience:
1. Have a written contract or proposal at the onset of a project. This is the very best way to ensure that all parties are on the same page. The proposal should outline not only the anticipated costs but also the timeframe for completion and any other salient details that might prove to be problematic down the road.
2. Communicate with the customer frequently. This is especially important for projects that have a long completion time. Even if it’s just giving a quick status update by email, it tells the client that you are working on their project and you have not forgotten about them.
3. Advise the client of any problems or changes to the agreed-upon plan immediately. If the shipment date is going to be delayed, pick up the phone and let the customer know- nine times out of ten the customer will be fine with the delay. It helps to start out the conversation with an apology. Customers are much more forgiving when they feel you have their best interests at heart. Don’t be afraid to say “Sorry”.
4. Don’t Overpromise. I know the inclination is to try to give the customer everything they’re asking for but if what they’re asking for is not doable (either financially or timewise) then make that clear up front. If it takes a week and they want it in 3 days be clear that it will take a week. Telling them you can get it to them and then failing, will serve only to piss off the customer. It’s far worse to promise something and then fail to deliver on that promise than to just tell the client no.
You never want the customer to feel neglected. But balancing their needs and expectations against what is best for you and your company can sometimes be a challenge. Communication is the best way to ensure everyone has a positive experience.
We Can Help
3D Studios helps businesses grow their influence and their brands. As a boutique brand management agency, we begin with a thorough analysis of your needs and partner with you to develop and execute a marketing plan that will help you take your business to the next level. To learn more about how 3D Studios can help you, visit us at www.3Dstudios.net or call 914-304-4229.
