Why Client Service Matters

10 Simple and Effective Ways to Deliver Outstanding Service

Quality customer service is an intangible asset that can make your company stand out from the crowd of competitors.

By Anna Hovind

Think back to the last time you got really great customer service.

Was it at your local grocery store?  Your doctor’s office?  An expensive restaurant? If you’re drawing a blank, then you’ve got lots of company.

Dedication to customer service has become a lost art at many businesses, the majority of which do not understand why this simple tool is so invaluable.

Courtesy and communication are the two linchpins of our client service philosophy at Firstline Creative and Media. It’s important to communicate pleasantly, effectively and efficiently with clients to let them know you’re on their side and working behind the scenes on their behalf.

Best of all, great client service doesn’t cost your company a dime.  But neglecting it can cost you a valuable client relationship.

Want to learn more?  Here are ten tried-and-true tips for delivering outstanding client service.

1. Be timely in your response. When the client calls or emails with a question or request, don’t wait until the next day to get back with the answer.

2. Anticipate your client’s needs. Based on our experience, we can expect the client to ask certain questions when working on a broadcast or creative services project.  We anticipate these questions and provide the answers before the client has the chance to ask.

3. Remember the 5 W’s. Send emails that are thorough and to the point. Tell your client the “who, what, when, where and why.” When your messaging is clear and concise, you can avoid needless email exchanges that blow up their in-box with a series of rapid-fire questions and responses.

4. Provide delivery deadlines.  Your clients will appreciate it when you tell them what you’re going to deliver and when. Instead of telling them, “I’ll get back to you soon,” it’s better to say “I’ll have that to you by noon tomorrow.”

5. Offer frequent updates. Keep your client abreast of any changes as soon as you learn them.

6. Go above and beyond the call of duty. Deliver more than you promise. Always make sure your clients know it’s okay to reach out to you any time they need anything at all.

7. Be honest and open with clients. Provide your client with your best counsel so they have the information to make an informed decision.

8. Keep their project on schedule.  Lay out a timeline highlighting deadlines to keep the client’s project on track.

9. If you point out a problem, offer a solution. The client may not opt for your solution, but you’ve given them a starting point to develop their own. It also shows you care enough to go the extra mile to help.

10. Be up front about your availability. Let clients know your office hours, and give them advance notice if you’re not going to be available to them. In the business world, no one likes surprises.

In today’s business climate, providing great client service is more than just the right thing to do. It’s also good for the bottom line, because a happy client is likely to become a repeat client.

And better yet, a happy client may refer you to others.