There is no excuse for crappy client communication. NONE. I expect excellence from franchises, Fortune 500, and solopreneur businesses EQUALLY. Either run your business like a business or call it a hobby. PERIOD.
Your family issues cannot be your client's problem. Your lack of systems cannot diminish your service level. We aren't friends when I'm paying YOU instead of someone else in a business transaction.
In the past 10 days, I've reached out to 5 small businesses to throw money their way because I wanted their services- how many got back to me? ONE, and their business practices turned us off so we had to turn them away. The other four- no response. AT ALL. I won't reach out again, plenty of competitors out there to take my money, and I won't refer them because... how CAN I?
It's never been easy to be a business owner. So please, let's stop the whining- the economy didn't make you not return that call, or leave broken links on your website.
I've been in small business for over 25 years,as everything from a worker bee to a VP to the owner and HMFIC. Two principles that I NEVER compromised: high quality goods and services and STELLAR client services.
Sure times are tough, when aren't they? Either make excuses, or make changes. Here are 4 business practices that made others call my business "the gold standard" and "the way everyone should do business"...
UNDER PROMISE, OVER DELIVER.
I get it- I'm a small biz owner too. Life happens, but it cannot be an excuse for not fulfilling the commitment you make to a client. Don't make promises you can't keep just to "get the job."
If it's going to take a week to get an estimate prepared, then say up to ten days, and deliver within that week. If you need 3 hours to do a job, say 3-4 hours, not 2 maybe 3 hours. Creating "anticipointment" is a baaaad way to start a relationship in business.
PRO TIP: Turning away a job you can't do today could result in a job you CAN later. We've gone back to companies who weren't right for our initial request with new opportunities because of their honesty in saying "I'm not the best option for you on this request."
COMMUNICATE CHALLENGES.
If you will miss a non-critical deadline and tell a client you will miss it- they will likely forgive you. If you miss a deadline and you have to be chased down to find out why- clients will likely FORGET you.
Being reliable isn't being perfect- it's being professional enough to own a potential disappointment. Perfection is for puppies, wine and lasagna, not business.
The expectation is NOT always flawlessness, the expectation that if there IS an issue, you deal with it professionally, immediately and with a solution that makes your client whole.
PRO TIP: That doesn't always mean refunds... make the fix fit the failure.
VALUE YOUR CLIENTS AS POTENTIAL LEAD FUNNELS.
Treat everyone as though they were a secret shopper for the biggest news outlet in your area and could make or break your biz- Mystic Pizza fans- think "The Fireside Gourmet" and feel those chills down your spine!
Never take a client for granted because you are a (insert designation- veteran, black, minority, woman, etc.) owned business, or because you "know" the client. You think you can give a lower level of service and still keep their business...? THINK AGAIN. And PS- following someone online or meeting them at networking events does not mean you KNOW them.
I know of veteran, black, minority and woman owned businesses I would NEVER refer, why? Because they gave ME shitty service or lousy products and I refuse to refer anyone I don't trust to deliver five star service. I am ALL of those tribes- but excellence comes FIRST, and I humbly submit that I work hard to stay in THAT tribe.
PRO TIP: Automate a process to request a testimonial after a client expresses satisfaction with your goods or service. When your business asks for it instead of YOU- you don't have to give that person the side eye next time you see them because they ghosted you personally.
REMOVE DEAD CONTACT CHANNELS.
You get one, maybe TWO shots at being reached out to- after that, consumers move on to the next company offering the same thing you do.
Remember back in the day when we would call someone and get the "this number has been disconnected" message? Nowadays, the equivalent is a social media message that goes unseen, a website inquiry that goes unanswered, and voicemail message that goes unheard because NO ONE is checking those channels.
PRO TIP: Automate answers that alert clients to how that channel is handled- how long it will take to get a response, if ever, and the best way to reach you if that channel isn't preferred.
MISSED REFERRALS- STOP IT!
Oooohhh yeah- Let's not forget the referrals you never knew you missed- the facebook group you aren't in, the tag that didn't work or went to a different business because the referrer spelled your company name wrong... dollars thrown into the air that someone else caught.
Referrals are the least expensive, most valuable leads you will ever receive. Value your clients not just for the revenue you make on that transaction, but also for the future revenue and impact they could representif you get it right
Those are the missed opportunities that Bizlationships can help you avoid-
the rest are on YOU.
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