This question is where I’ve made the biggest discoveries with respect to staying close to our clients.
Many times we think the only thing that clients look at is our specific product or services. It is easy to get caught in this trap. However, if you listen closely, sometimes you will hear things that may seem obvious, but to the customer these items are held close to their hearts.
Some of the areas I have made a difference are the following:
- Onsite visits
- Regularly scheduled meetings
- A better explanation of service results
- A guidebook regarding service or product offerings
- A hand-written acknowledgement
- The implementation of a client suggestion
- Better phone service
- Better response time
- Willingness to meet or work outside of normal business hours
- Acknowledgement on social media sites.
- Better Web Experience
- Better logistics with respect to shipping and receiving
- Included in a Test Group or a Limited Promotional Group
- Recipient of a rewards card or company calendar.
My point here is I need to continue to work at finding those things that clients value most. This isn’t a cookie cutter solution. This is about being real and connecting closer with clients. I have learned a lot from this process and really discovered a better way to retain clients by listening more to what clients want.