Sometimes, you can do a million things and move mountains for your client and still not keep them happy. If your solution is to do even more in an attempt to keep them fulfilled, we have to intervene and advise you to STOP!
Client servicing should not be that hard. If you can deliver their requirements on time, client satisfaction should also come easy. This might come as a surprise to you, but maybe what you are not getting right is that you are doing too much. Yes, you read that right. You may be doing some things that are affecting your services. We’ve made a list of them and why you should stop doing them (some of which we learned the hard way). Take a look at them!
- Stop saying yes to everything thrown at you: Over-committing can lead to many problems. If you can’t say no even when you know that you don’t have the bandwidth to finish the task, you end up being stressed, the team overworks, and the quality of the deliverable gets compromised. Instead, all you have to do is tell the client when you do have the bandwidth to complete it, keeping both you and the client happy with the outcome. Trust us, your client will appreciate high-quality work that takes time than a mediocre-something sent quickly.
- Don’t act like a know-it-all: Yes, it’s your job, and it can be frustrating when someone tells you how to do your job. But when you genuinely have doubts about something or are not clear about the topic of discussion, don’t hesitate to get help and get it cleared.
- Don’t cover up your mistakes with a lie: You are a human who is allowed to make mistakes. Clients appreciate transparency. It helps build trust too. Admit it when you mess up, but also make it a point to prove to them that it won’t happen again.
- Don’t be too formal or too casual: Creating a good rapport with your client is the key to keeping them happy. People who strictly keep work-life separate from personal life might also be too formal with the client, communicating with the client through only emails, etc. Help your client understand that it’s a human on the other end of the line. However, this does not mean that you try and be your clients’ best friend. As important as creating a friendly rapport, understanding boundaries is also equally important.
- Don’t shut down help from clients: Employees saying “don’t worry about this” before they even get a proper brief about the task to impress the client has most often only led to rework and rejection. It literally might be your job to do the research and figure things out, but accept it when the client is willing to give you pointers on how they want the requirement. It’ll make both your lives easier as you will not have to break your head figuring out what they need, and they won’t have to spend too much time reviewing it or sending it back for changes.
Working with clients is much more than just completing your work on time. Creating the right kind of relationship with your client can help you and the client in unimaginable ways. At Odigma prioritise finding the right actions and gestures that keep our clients happy and satisfied. Being an expert digital marketing agency, we’ve mastered the art of client servicing. From content marketing to website designing, we offer many digital marketing consulting services in Bangalore and other parts of the country. Connect with us to transform your business and make it future-fit.