Delivering client expectations
So you’ve embraced the technology and your business is up to date with cloud solutions and all the best available tech. You can offer a seamless experience to your clients with confidence but despite of all this, your clients expect much more than seamless data. What exactly are they looking for and how can you deliver on these expectations?
You Have The Technology, Now Build Relationships
You have the technology, you’re the ‘bionic man’ of business but do you have the tools to build stronger, more lasting relationships with your clients? How can you maximise on the benefits of your new fangled cloud software to go beyond best practices and identify the specific needs of your client base?
What clients want is a mixture of advice on issues like growth, development, increased revenue, better productivity, forecasting and management. Your cloud software can take care of the number crunching but you need to set yourself up as a trusted advisor who can offer expert advice on these subjects.
Leveraging Your Tech To Enhance Customer Experience
If you have invested wisely in high end analytics software, this can enhance customer experience by freeing up your time. This extra time can be used to carry out extensive research that positions you as a leader in your field.
It can also free you up to meet clients face to face, discuss and resolve their problems. With a fully automated system in place, you are now in a great position to establish your firm as one that takes genuine, personable care of it’s clients.
And it doesn’t stop at the face to face consultations. Your business should be optimised for the web. People should be able to reach you in real time via emails, messenger apps and mobile apps with the expectation of a quick and efficient response rate.
Train Your Staff
New tech means new behaviour patterns. Ensure your staff are trained to respond and cope with the volume of messages that come in. Forearm your staff with the requisite knowledge to deal with individual queries.
The better answers they give and the quicker they are able to resolve client ‘pain points’, the better this will be for your client retention and public image. Have a structure in place to delegate tasks with overburdening your staff and be ready to step in when needed.
Let Your Clients Know what To Expect From The Start
Too often, clients are lulled into false expectations by vague or misleading information. The information on your online assets (website, social media etc.) should be clear, concise and should leave no doubt with regards to what clients can expect from you.
Be concise, but don’t spare the detail. The client should know what services you offer, how much they cost plus any additional fees for unforeseen circumstances and how soon they can expect the service to completed. You must be able to deliver on your promises and they must be realistic.
With a little time and effort, this can become achievable by adopting a step by step approach to upscaling your service provisions while you get accustomed to your new tech.