Businesses rely on loyal customers. By showing your customers that you value their business, you will build a relationship that will keep them coming back to use your services. It's that simple. While there are a lot of things that you can do to show appreciation, there are 3 basic ways to show your customers that you value them and their business.
This may seem self-explanatory, but sometimes it's easy to forget the little things that can be done to create strong relationships with your customers. It's not always enough to just get the job done. Start your working relationship off on a high note: let them know exactly who you are and what kind of work or services you will be providing. In some situations, you may not be hired directly by the owner. They may have no idea who you are or that you are working on the project. Letting them know who you are from the beginning with a preliminary notice is a great way to make that introduction and outline expectations early on. Contrary to what you may believe, a preliminary notice will not scare your customer. zlien includes a helpful cover letter with our notices to let customers know what the document is and why they are receiving it. It will open the line of communication and allow you to resolve any issues with information early on. It will show your customers that you care about the successful progression and completion of their project.
Much like the cover letter, any emails, calls or letters to touch base with your customer are also greatly appreciated. These do not need to be time intensive - just quickly check in on any project updates, see if they have any questions or concerns, and thank them for their business.
Even if you start a project off on a good note, there may come a time when an issue arises. Regardless of where blame should or does fall for those issues, you should always take the time to listen to your customers. Thank them for bringing an issue to your attention. zlien will forward any communication we receive from your customers, so you can reach out to them directly. Everybody wants to be heard and feel as though they are important. When you listen to the issues they are having, it will also give you an opportunity to see if there is a way you can better serve your customers and avoid misunderstandings in the future.
Strong communication is the main principle in the four pillars of zlien's customer experience. We find that openly engaging with customers throughout the relationship helps to create transparency and build trust. Creating a lot of touch points with your customers will let them know they are valued, keep them updated on new information and provide additional opportunities for feedback. Some touch points can include email regarding changes, satisfaction surveys or even sending them an outcomes report that highlights the value of the service you provided.