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Who's Talking to your Clients?
Whether your firm targets potential new business or not, you can be sure that rival firms are talking to your clients.
Surprisingly the most common reason directors give when agreeing to meet a rival service provider isn't quality of work, but a lack of interest in their business. Clients are loyal to firms who understand their needs and meet or exceed their expectations. Can you honestly say you know what your clients expect and how they value your service?
Unless you have carried in-depth client research the answer to the above is no. Genuine client care benefits your business:
Identify client concerns before they become problems. Demonstrate your commitment to providing the best possible service by identifying their needs and expectations.
Find out what other support your clients need. Increase revenue through identifying new billing opportunities.
Identify strengths and weaknesses and measure client satisfaction across key services, client managers and departments.
Your clients will be loyal to you if you deliver value in a way that is meaningful to them. Client care isn’t sending Christmas cards in December or impersonal, template newsletters. Independent client research will unearth the issues that your clients find awkward to discuss with you directly.
To find out how little it costs to carry out a client care campaign contact me, Jacqueline Toesland now on 01509 210 067 or jackie@a4g.co.uk.
Director
