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Delivering the "Wow"
Factor
© 2005 JERPAT Virtual
Assistants
“To give real service, you must add something which cannot be
bought or measured with money, and that is sincerity and integrity.”
~Douglas Adams, Author
In this age of ever-declining customer service, it’s important that
we, as small business owners, take responsibility of our customer
service skills and really take care of our customers and clients. So
what are some GREAT customer service tips to make sure that your
customers always feel like they’re number one in your business?
Don’t let the “grumps” invade your business.
No matter how bad your day is going or your week, for that matter,
don’t ever let it invade any sort of communication with a client. If
you absolutely cannot deal with a customer problem at that moment,
let the phone call go to voicemail or let the email sit in your inbox
for a moment and take a break. Go outside, get a fresh breath,
whatever it takes… When you’re speaking to your client, get a smile
on your face and don’t get upset.
Turn the tables.
Go into any situation with a client with the following questions in
mind: If this were me, how would I want to be treated? What would I
be expecting to compensate me for my time, my unhappiness, etc.? How
would I feel?
Be honest with your customers.
Set out what you can and can’t do from the outset of your
relationship with your clients. Don’t propose doing things you don’t
know how to do and don’t accept assignments you can’t complete or
don’t know how to do. If, for some reason, you can’t meet an assigned
deadline, be honest with them about why you can’t meet it and ask for
an extension. Let them know as early as possible that you can’t meet
it and go from there.
Provide alternatives.
If you can’t do something that a customer asks of you, provide
alternatives, whether it’s farming some work out to a colleague as a
subcontractor or suggesting other professionals altogether. This not
only makes customers think you’re an honest businessperson, but it
often results in positive word of mouth.
Under-promise, over-deliver…
Whether it’s “padding” the time you quote for a project or giving
yourself a cushion on delivery time, always try to exceed their
expectations of what you’re doing for them. For example, if you tell
them you’re going to have a PowerPoint presentation proofread for
them in three days, get it done in two and maybe find some additional
clip art/photographs for them to use to “kick it up a notch.”
Record special dates in your clients’ lives and remember them.
Send hand-written notes for birthdays, anniversaries, special dates,
etc. And always send hand-written thank-you notes for special gifts
or bonuses received from them. While this may seem old-fashioned and
a little quirky, it means a lot more to someone than a quick email or
phone call.
Follow up with customers.
When you complete a project or order, don’t just leave them hanging
until they get your invoice or until they need you again. Follow up
with them to ensure that they got what they wanted and don’t need
something changed. Be proactive with your clients’ satisfaction
levels.
People are more likely to refer you on to their friends and
associates if they’re content with your level of customer care than
if you deliver a superior product. If your level of dedication and
honesty is there, the word-of-mouth advertising is priceless.
Patty Benton runs a
training program for new entrepreneurs interested in venturing into the virtual assistance
industry that is affordable to all, and she has also written an e-book that
takes virtual assistants through the process of setting up their business. Visit
her coaching site at
www.virtualvacoach.com for program details and great business resources.
Additionally, Patty is the owner of JERPAT Virtual Assistants and JERPAT Web
Designs, www.moretime4u.org, which
provides affordable administrative and web design support to coaches, small
businesses, religious organizations, and more. She has also partnered to
establish the ministry Acknowledging Christ Together at Work
www.actatwork.com and is co-owner of
Virtual Business Group
www.virtualbizgroup.com an online networking organization for Virtual
Professionals.
©
2003-2007 JERPAT
You have permission to reprint this article electronically or in print, as long
as the text and byline remain unedited. A courtesy copy of your publication
would be appreciated.
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