No matter which industry you’re in, as a business owner you know the importance of keeping clients happy. It should be a top priority in your plans from day one- after all, a satisfied client can be your greatest asset when it comes to referrals and booking other business. Let’s take a look at some of the ways you can go above and beyond to keep clients smiling.
When I say to be available, it goes above and beyond responding to an e-mail quickly (although that is extremely important, of course). Instead, I am talking about making sure you always have an open channel with your clients. When they need to talk to you at a moment’s notice, make every effort to be there- whether it’s an e-mail, text message or phone call. You may be juggling multiple clients but if each one feels like they’re the only one that matters, it’s going to make them feel special and well taken care of.
Be a Resource
For clients that are planning a big event, being an additional resource of information above and beyond the specialty you’ve been hired for is a great way to make clients happy. If they come to you asking for advice on who to hire, where to go for something, and the like, refer them to professionals you trust and give recommendations in areas you feel comfortable with- they will appreciate the extra mile you went for them.
Surprise and Delight
Many in the marketing industry are familiar with the term “surprise and delight,” a method of treating clients to fun surprises that will make them smile and think of you. This method is quickly catching fire in the business world and has become a fun way to get creative and thank clients. Instead of following what so many companies are sending out (the same company swag items) take it to the next level by getting to know your clients as people and customize what you send them. For example, if you have a client that is a coffee fanatic, send them a Starbucks gift card, or a coffee travel mug with their name on it.
By making each of your clients feel like they are your favorite, you have not only increased the quality of their experience, but the overall level of your brand.
Fabrice Orlando is the CEO of Cocoon Events Management Group, a luxury event planning company based in Marrakech, Morocco that specializes in high-end weddings and special events worldwide.