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Dating Your Clients: 20 Ways to Provide Outstanding Customer Service Today's instant-oats business culture has spawned a new generation of customer service representatives (CSRs), who have forgotten the fine art of making customers feel welcome, understood, cared for, and missed when they are away. No; it seems that many businesses, in their efforts to get it done the cheap way yesterday, no longer find it practical or even necessary to woo their customers anymore. It is this "get-in, get-out, who cares if you're happy" mentality that backfires upon these naughty businesses and crucifies their chances for another date with each client they disrespect. Customers want to know they are special. They want the proverbial candy and flowers. They need to feel needed and necessary. And just like a traditional relationship, client-business rapport must nurture happy feelings. Without this connection, the spark will be lost somewhere before, "What do YOU want?" and after "!!@% YOU!" You get the picture. So let us treat others (customers included) like we want to be treated by breaking down the basics: Dating Your Clients 101. Cool Cucumber: The ability to stay calm under intense pressure is the hook upon which all customer-service kings and queens hang their jeweled crowns. Simply put, water douses a fire; gasoline feeds it. Strive to be the water. Customers First: Whether a company operates as a sole-proprietorship or large corporation, every person within that company must operate with the mindset that, first and foremost, the company is there to serve the client. Professional Interaction: Regardless of how long you have worked with your clients, always address and interact with them in a professional manner each and every time you correspond, whether it is on the phone, in a letter, or face to face. Listening Ears: Be a good listener and always stay tuned in to what your customers are really saying. Internal Customers: Taking care of your internal customers (e.g., employees, subcontractors, vendors) is just as important as tending to the clients who pay your bills. Wild Blue Yonder: Don't be afraid to go above and beyond the call of duty for your customers. If you are able to make them happy, do it. If you can't, always offer alternatives. Strut Your Stuff: Know your products and services inside and out and be ready to expound upon each at all times. Ps and Qs: There's nothing worse than dealing with a rude person. Remember how much you dislike this behavior and always try to maintain a neutral, pleasant demeanor, even if the customer has your last nerve. Royalty Equals Loyalty: To keep customers coming back again and again, you must build loyalty. To do this, put your personal feelings aside and show a genuine interest in and concern for what matters most to them. Truly believe each one is exceptional and unique. If you believe it, they will too. Walk the Talk: Don't renege on promises. Businesses and the people behind them are only as good as their word. Value-added Strategy: Let your customers know that by working with you versus the competition, they will receive so much more than just good service. Customers want to know what's in it for them. Customer Who?: Studying your client base and knowing what your customers need will make you an excellent customer service representative. Toot Your Horn: Don't be shy. Open up and give your customers an insider's view of your world, but keep it professional. Rambling on and on about your son's diaper rash is not the same as elaborating about past employment experiences. Feedback Please: If you really want to make your customers happy, ask them to tell you what you are doing right and what you are doing wrong. Then, make a positive (and public) effort to improve upon your weaknesses and build upon your strengths. Stay in Contact: Always let your customers know they are on your mind. Send a nice note or bouquet of flowers. Remember their birthdays or special anniversaries. It is the thought that counts most. Information Central: Newsletters and blogs work great for generating a steady flow of information to and from your customers. This is a great opportunity to elaborate about a new software or service and maintain your status as an expert in your vocational arena. Critical Pickle: Remember the boomerang effect? What you toss out into the universe will come back to you tenfold. Never, ever, ever "bad-mouth" your competition, even if you think they deserve it. Be Empathetic: Always be prepared to walk a mile in your clients' shoes. Put yourself in their place and respond according to how YOU would want to be treated. Scam Alert: Being a good CSR means being aware of the scams that plague an industry that depends so heavily on the Internet and e-mail. Follow your instincts with every interaction you have. If red flags go up, there is probably a very good reason to be cautious. Policy Manual: Again, even if you operate as a sole-proprietorship, having your customer service policies and procedures in black and white will help you remain consistent and avoid the impression of granting favoritism or being wishy-washy. ___________________________________________________________________________ Melanie O’Kane is President of MAD Typing and Consulting, a virtual assistant company based in Madison, Wisconsin, that provides administrative, creative and business writing services to clients throughout the United States. O’Kane is a 20-year administrative veteran and successful e-book author and columnist. Learn more about Melanie O'Kane and MAD Typing and Consulting by visiting http://www.mad-typing-and-consulting.com. ### |