Do you have things to do in your business that you look forward to like a root- canal? I do. And “Customer Service” fell into that category until I picked up the phone one day, squinted, and dialed. Here’s what happened.
Among other things, I do color consultations for home owners that need help with their interior and exterior paint colors. I have an efficient process (for me) and a very cool and entertaining way for clients to agree on a color scheme they really like.
This system works so well that I regularly receive thank you notes, tips, and gifts.
But, I was afraid to follow up with clients who hadn’t given me the same feedback. Silly, I know, but here’s what was running around in my head:
- What if they didn’t like the service I provided (and they paid for)?
- What if they thought they paid too much?
- What if they really didn’t like the color scheme we came up with together?
- What if… you know the drill
I made my first call anyway and was blown away by what I learned.
1) They were very happy and surprised to hear from me – (who makes live phone calls anymore, anyway)?
2) They couldn’t wait to tell me where they were in their project and how they couldn’t have done it without me.
3) If I left a message, they even called me back to share their progress with me!
I wasn’t really expecting this — and it sure made it easier to pick up the phone the next time I wanted feedback. So after a few more calls I added another question to the conversation that’s made all the difference.
“How can I make your experience with me, better?”
Think about it … your clients come to you for results but they stay with you for the experience you provide.
By taking an interest in THEIR experience you’re showing them that you truly care about what they’re getting from your professional organizing services. (But remember, when you ask a question like this, you need to be ready to deliver on it. Bottom line: Don’t ask if you don’t want to know the answer.)
Once you put their suggestions into place, here’s what happens. When your clients get the best possible experience, you create an ongoing relationship that keeps them around for a long, long time.
If you already deliver a great experience and continue asking this question, you have an incredible opportunity to make each client feel special. When they feel special, you have even more opportunities to ask for referrals. More referrals means more money in your pocket. It’s as simple as that.
Think you can do this? Good. Then put this at the top of your To Do List EVERY DAY:
“I will contact 5 current clients a day and ask what I can do to improve their experience.”
Now GO (and then let me know what happens by commenting below)!