How many of you have ever walked into a place of business and were completely ignored? Perhaps the receptionist was on a personal telephone call or worse yet, there were several employees present but no one made any move to greet you.
If this has happened to you, have you remained a loyal client to this business? I doubt it. The most successful businesses understand the worth of customer satisfaction. The simplest acts of kindness can bring your business new and repeat clients time and time again.
Picture your client walking into your office and being greeted by a smiling face and a simple, "good Morning, Mr. Smith, nice to see you again."?¿ The smile and the fact that your receptionist remembered this person´s name is a big deal. "May I offer you a soda, or perhaps coffee or water?"?¿ Again, this is a small, yet inexpensive gesture that makes a huge impression.
If your client has a busy schedule, as most of us do, and the only time he or she is available to meet with you, order lunch for you and your client and have it delivered to your office. This is much easier, especially if you use an overhead projector or your computer for presentations.
Always know the birthdates of your clients and send them a card the week before, wishing them success and letting them know how much you appreciate their business. Make it a point to touch base, minimally once per year by telephone, and again, just thank your client for their business and make sure there are no questions you might be able to answer.
If a client refers business to you, send them a small token of your appreciation, such as a $10 Starbucks card, http://www.starbucks.com. In doing this, you will most certainly receive repeat business.
Always return your telephone calls the same day you receive them if at all possible. If for some reason a problem arises, as does in every business, be as understanding and serving as possible. Let your client know you have their best interests at heart and will do everything in your power to resolve the issue. Remember, humans want human contact when something goes wrong — sometimes leaving a message with the receptionist just doesn´t do it, and an answering machine only makes matters worse. Be available. Your clients will appreciate you for it.
"?¿Customers don´t expect you to be perfect. They do expect you to fix things when they go wrong."?¿ ~ Donald Porter V.P., British Airways