When trying to build trust with your clients, it is important that they understand where to contact you, and how you can help them in a manner that is trustworthy, efficient and ensures people will return again because you know how to take care of them. These guidelines can help you fine-tune your business and handle issues in the most effective way possible.
Make Sure Clients Know Where to Contact You
When doing business or setting up service with a client, direct them to a phone number and email they can use if they need help from you or have questions. Although it might be tempting to put yourself in “selling” mode all the time, building relationships is most important, particularly if you want your clients to return to you. Demonstrating how you are able to be there for them and meet their needs or even answer simple questions can go a long way in return business. You might be surprised to learn that happy clients are more likely to refer their friends and family to you, bringing in even more customers for the future.
Be as Accessible as Possible
It’s important to be accessible. In this modern era, many people don’t like to wait to get their questions answered. You can set up an FAQ page on your business website, allowing you to handle some of the most basic questions without directly talking to people. For those times when questions become more complex but it is after hours, a small business answering service might be what you need. This allows someone to answer calls 24/7 and relay the messages to you or your team. That way your customers can get the help they need no matter the time of day.
Return Contact Quickly
Even if you have an answering service to help you deal with calls after hours, it’s important to get back to people quickly. If you have a small business, you might be able to do this at first. Chances are though, you’ll need to hire employees somewhere down the line to deal directly with customer service. If that is the case, it’s important to hire the right people who can deal with someone who is angry, assess what they need from the situation, and either help them or seek out your guidance on the matter.
Determine If You Are Meeting Client Needs
Throughout your time in operation, it is helpful to get feedback from clients to make sure you are meeting their needs. You might give them a survey to answer in terms of how long they’ve waited for help, if they got answers to their questions, or if they need further assistance with something in particular. Although you can’t make everyone happy, you can use the majority of answers you get to help you figure out what areas you might need improvement in. This can make it easier for you to work with your team in satisfying client needs.
Find Out What the Competition is Doing
Dealing with your competition can be nerve-wracking, especially if your company is just getting started. You might wonder if you are doing a good enough job or if you have what it takes to handle the particular market you are dealing with. Nonetheless, finding out how the competition handles client communication can give you a chance to improve. If you are faltering in some areas, this is a good time to work on them. Maybe your competition is behind you. If so, this is a chance to ask yourself what your company can do to be even better. Assessing what others are doing can help you grow and perform your best.
If you are trying to build client trust, it is important to answer as many of their questions as possible, making sure they know how to contact you when necessary. Being accessible is key, so you may need an answering service, employees, or both, to ensure questions can get answered. You should determine if you are meeting the current needs of your clients, and size up what the competition is doing, all while seeking ways to improve yourself and your company along the way. This can result in better service and further growth for you.
