Any good business owner knows that to stay in business, you have to keep your client’s satisfaction a top priority. Happy clients will quickly become a huge asset to your business, with great reviews, referrals, and a gleaming reputation. So how can you go above and beyond to ensure your clients will walk away with giant smiles on their faces? Here are some of my best ideas:
Make yourself accessible
Making yourself accessible seems like an obvious suggestion. However, there are many vendors that will wait days before returning a client’s call or message. If you want to make your client feel special and at ease with you, you need to be sure that you have an open line of communication. They should be able to get ahold of you at a moment’s notice. Of course, text messages and emails at 3:00 a.m. are not something you should make a habit of answering, but you should try and be there as quickly as you can.
Be a resource
For those clients planning a big event like a wedding or corporate function, giving them advice and recommendations outside your area of specialty is an easy way to gain trust and praise. If they ask, pull out your old Rolodex of vendor contacts and offer your recommendations of people you trust and know will do a great job. Not only will the client appreciate your going the extra mile, but the vendor you recommend will as well.
Customize their experience
Every client you have will be a little bit different, so it only makes sense to treat every client a little bit different, too. By making their experience with you a personal one, they’re not likely to forget you. Instead of run-of-the-mill swag you give to every client, change it up by customizing it to something they will actually want. For those who love coffee, a Starbucks gift card will be a welcome surprise, while movie fans will love a fun popcorn basket. Make it a priority to take notes when you’re getting to know a new client, so that you remember what their interests are and aren’t scrambling at the end of the event to think of a good gift. Remember that it’s those small details that will make the biggest impact.
By being there for each client and making them feel like they’re your top priority, you will not only elevate their experience, but your own quality of service and the reputation you have in the community.
Fabrice Orlando is the CEO of Cocoon Events Management Group, a luxury event planning company based in Marrakech, Morocco that specializes in high-end weddings and special events worldwide.
