Whether you have your own agency, consultancy or B2B business, the truth of the matter is that you won’t get far without clients.
It’s not just getting clients in either, it’s making sure that they’re happy with your service and coming back for more. Repeat custom is what you’re looking for, but what’s the best way to go about it?
The most successful B2B companies in the world know that they’re only as good as the reviews their clients give them. Word of mouth, testimonials and referrals are a fantastic source of new business, but they won’t come if you’re not providing a service that’s good enough.
Below are 6 things that portray exactly how successful companies manage clients. Take a read through and make sure your own business does all of these.
It’s essential that you pay attention to what the customer is asking for and don’t make the mistake of thinking you know what’s best. You can of course offer recommendations as to what you think is the best route to go down, but make sure you fully understand the scenario and company first.
What has worked well for others, might not be the best solution and to meet your clients needs, you have to have a clear understanding of the problem they’re trying to resolve.
They’re Not Afraid to Admit They Don’t Know something
One of the biggest mistakes a business can make is pretending to know the answer to everything. It is much better to say you don’t know something but that you’re happy to look into it, rather than give a half-assed response.
Especially if your client finds out you have given them the wrong information, how’s that going to make you look? It’s perfectly fine to not know everything and it will build a better relationship to admit to that, do the research, and then get back to the client.
They Know That The Client is the Boss
At the end of the day, your job is to make sure your customers get better service and results from you than they would from anywhere else. Remember that the project is being created for them and should suit their needs.
A big mistake businesses can make is to think of a project in terms of their own business. You need the separation in order to create a perfect solution for your customer. If they have queries or need adjustments then make sure you take these into account and work with them to create the product they envisioned.
There’s no point in being just another 360 agency, a web development agency, a standard consultancy. What makes you stand out from your competitors?
You need to differentiate yourself from everyone else and you need to clearly know what makes you different. It’s not as simple as just identifying it however. It needs to be incorporated into everything you do and be clearly demonstrated in your branded materials.
They provide excellent after-sales service
Landing a new client is great. However, landing a client that keeps coming back is what you should ultimately be striving for.
Providing excellent after sales service is one of the most effective ways to make sure this happens. Are you offering in depth training to the people in your client’s organisation? Are you checking in to make sure everything is going well and answering any questions the client has?
Make sure it’s easy for your client to be able to contact you if there’s any problems. This goes for the time during the project as it does for when it’s completed. Having open lines of communication does a lot to build trust in your company and stops the client from feeling like they’re not being taken seriously.
They Go the Extra Mile
You might think that it’s only worth the effort on jobs you’re getting paid for. However, there’s a lot of things you can do that show you really value the customer’s relationship.
Things like remembering a company’s anniversary or staff birthdays. Spreading their good news on your social media sites. Letting them know when you hit a milestone or achievement. Recommending them to others for business.
This is all good networking and customer relationship management. It also ensures that the next time they need some work done, you’re the first people they think of.