13 Ways to Achieve Exceptional Client Service This Week
This post is part of the One Goal Project to achieve exceptional performance at work. Learn more about the project. Learn more about April’s Goal.
Use the tips below to weather high seas with your Clients. (Source: wili hybrid)
When I first started at Quicken Loans almost 5 years ago, I found something in my inbox from Art Steiber, Director, Marketing Communications. It was a copied article called “How To Be a Near Perfect Account Exec.” Art put a note on it saying that the article was a bit dated, and focused on advertising agency account folks, but the 13 principles in it are timeless. I agree.
In this post, I’ll update these 13 ideas to bring them current in today’s business environment. Your goal for this week is to practice these 13 ideas in your daily interactions with Clients. If you learn something while doing this, please share in the comments!
1. Take nothing for granted
Never assume that your Clients read your email, listened to your voice mail, or remembered your presentation. Treat every interaction with them as an opportunity to teach, coach, and lead them. Another tip: if someone commits to do something for you (and your Clients) by a certain date, add that to your calendar so you can ensure it happens.
2. Return Client calls within the hour
Your Clients typically feel possessive of you and your time. This is a good thing, something you can use to your advantage. Why? Clients are not trying to make your life more difficult, they are directing you toward new virtues. Leverage your voice mail system’s features, tools like Google Voice, and the Dot Connector Voicemail Tips article to use the phone to your advantage!
3. Put it in writing
Every Client meeting should be documented in writing within 24 hours. Let me say that again: EVERY Client meeting. Now, I know what you are thinking: “NO WAY! I have ZERO time for that.” Make the time. It shows the Client how much you care about the meeting, and it’s a great reference later on. You really only have to recap decisions made and next steps, not the actual conversation. It can be as easy as sending an email with a bullet list in it. Just do it!
4. Make no promises you can’t keep
Don’t agree to things before you know your ability to deliver. Be humble, and tell your Clients when you don’t know the answer or aren’t sure about how long something will take. That way, you won’t set you and your project team up for failure. In your Clients’ eyes, be sure you only commit yourself to things you can do. And remember, every interaction with your Client is a personal branding opportunity.
5. Keep the promises you do make
If you commit to do something, do it. If you commit to a deadline, hit it (and hit it earlier than expected whenever possible!). Your Clients are keeping a scoreboard of your performance (even if only subconsciously), so be sure you are always racking up more points by keeping your promises, no matter how big or small.
6. Check mechanicals
I once delivered an inaccurate P&L statement to one of my Clients. He called me to his office, sat me down, looked me straight in the eye, and said: “don’t EVER bring me an inaccurate report again.” A small, simple moment? For sure. But, it stuck with me for good. No matter how tight your deadline, make sure what you deliver (sales report, presentation, website, etc.) is accurate.
7. Double-check invoices
There are few things that command more attention from Clients than invoices or bills. Be sure before they ever go to a Client that they: 1) Are accurate, 2) Outline the work performed in the Client’s language, and 3) thank the Client for their business. Ensuring you can explain every charge is critical too.
8. Proofread your email
You are judged by the communications you deliver. Beyond simple spell-checking, re-read your emails before sending them. If you have a very important email, try to put it aside after a first draft to ensure you speak to the Client correctly within it. Also, be sure to check out the Dot Connector Top 3 Business Email Tips.
9. Trust your true opinions
Develop your gut instincts and trust them. Clients will ask for your opinions. Don’t sound weak by being diplomatic. Give your honest opinions with implied conviction. Don’t steamroll or bulldog your Clients, but be firm whenever you give your opinions. Don’t let a fear of being wrong hold you back. Risk normalcy.
10. Be prepared
Become offensive (vs. defensive) in your Client interactions. Stay ahead of your Clients by anticipating their needs and acting before they do. Think and plan ahead. Before a Client meeting, write a 20 list of things you might discuss or questions you might ask (See Tip #14 here). Even if you aren’t expected to present at a Client meeting, bring a 3-slide presentation anyway. Offer to share ideas, competitor strategies, and other things that will help your Clients.
11. Be prepared (again)
If you’ve created your Client Information System, then you have something to review before you meet or talk with a Client. Be sure to review recent emails, notes, projects, reports, etc. so you are well-prepared for your conversation. If your Client asks you a question and you don’t know the answer, say “let me check and get back to you shortly.” Then, “WOW” your Client with your response time.
12. Take the initiative
If you only react to your Clients, you are nothing but a glorified assistant. See point #10 above and practice being proactive. Make a determined effort to anticipate your Clients’ needs. It will help you lead them to success.
13. Don’t be afraid to ask for help
It’s critical that with your Clients and your project teams that you ask for help. Asking for help is a great way to build relationships, practice humility, and encourage others (including your Clients) to reach out to you for help too.
See also:Posted in: Leadership, Personal Development, Project Management
Great advice! I especially like the returning phone calls in an hour and staying intuitive bit (thanks for the link there too).
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Thanks for the tips! I am competing in a competition for FBLA in client service; I think your advice will be of great benefit. Wish me luck!