Delivering the wow factor

Posted by on December 16, 2010

When a client says “wow,” what thoughts come to mind? For me, that affirmation says you did something right and that you can be proud of what you accomplished. Always providing top-notch service is the sure-fire way to get a resounding, “wow,” on a regular basis and create a higher level of loyalty from your customers.

We all know that there are times when you may not be able to meet a deadline for reasons that are out of your control. But if you continue to be responsive, hands-on and visible throughout the process, many customers will appreciate your communication efforts and even surprise you by telling you they understand. Building and nurturing your relationships creates a trust factor that helps your customers know you’ve got their back – in both good and bad times.

We have a set of values we live by at MarketWave and one of these states that “every client interaction is a chance to shine and show value.”  Here are some ways to shine for your customers:

1.      Know your customer. Make time to get to know your customer. Ask them if they prefer emails, phone calls or face-to-face meetings. Find out their expectations early on in a relationship. What are their goals and what excites them about their work? Find out personal nuggets of information about their hobbies and their families. Making these connections can help you better serve your customers.

2.      Be accessible. Make yourself available at the times that work best for your customer. It will be much easier than playing phone tag or waiting for an email response.

3.      Be honest and be a good sounding board. Customers look to you for your expertise and counsel. Always tell the truth and present the facts – both good and bad. Keep your customer’s best interests in mind.

4.      Stay one step ahead. Following the first three tips makes it easy to stay one step ahead of your customer. Give them what they need before they even know they need it or before they ask for it. Staying ahead will bring a sense of ease to your customer and they will see the value you bring to their organization.

Following these tips helps me achieve that “wow” factor for my customers. What steps do you take in achieving the “wow” factor for your customers?

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