1. Be really clear on who your ideal clients are.
You can never really know too much about your clients. You need to understand the underlying drivers of your ideal clients. Underlying drivers are the beliefs, feelings, and desires that drive your clients’ buying behavior. What is it that they really want and need from you? Once you understand this, and I mean really understand this, you will not only begin to speak the language of your ideal clients, but they will hear and understand what you can do for them. They will know that you are the person who will help them solve their issues or challenges!
You also have to be clear on the benefits your products or services provide. This is not new, but what we often forget is that while clients will buy the product for the benefit, they will stay for the experience. You want to make sure the experience they have with you is worth staying for. Think about ways in which you can continue to provide your clients with an extraordinary experience.
2. Make sure that your clients’ expectations are always met.
- What are the expectations your clients have of you or your services?
- Do you really know, or do you simply presume you know?
- When was the last time you asked a client what they really expected from you?
These are all great questions to consider, because when you are clear on these expectations, that is when the extraordinary client experience can really kick in. Not only are you satisfying your clients’ initial needs, but also you have taken the time and effort to further understand them. The experience you then provide them can be different from anything they have previously experienced. It becomes a WIN/WIN situation!
3. Re-affirm that the decision to buy from you was the correct decision.
A simple way to do this is by not over-committing. Once a client has decided to buy your product or service, don’t forget about them! Put in place a strong follow-up system that will support the relationship you want to build. And do remember, once they have had that initial service, don’t forget about them!
Check in with them within the first week after the initial service, and answer any questions they may have about the product or service you provided. Another way is to use your client testimonials for retention. Include some of your testimonials in your follow up letter or email, to remind the client that they have made the right decision in choosing your salon or spa.
4. Treat each client as an individual, and take the time to find out who your best clients are.
By understanding this, you can increase the lifetime value of these clients. You spend so much time bringing these clients in, so why not do what you can to keep them? Really get to know your clients – find out about them and keep up to date with what is happening for them. Understand what they want from you. Be willing to do what you can to serve your clients at the level they deserve.
5. Deal with complaints – Immediately!
When a client contacts you to complain about a product or service, look at it as a blessing in disguise. For every client who may complain, there are more who don’t, and just never come back. So in the situations where you might receive a complaint, deal with it immediately! If you need to re-do a service, give a refund, or exchange a product, ensure that you do this as soon as possible.
Seeking client satisfaction benefits your business in the long run!
In addition, go the extra mile and offer the client a bonus on another product or service as well? Show your clients that you value their business.
Ten Tips For Extraordinary Client Satisfaction:
- Never take your clients for granted. Be thankful for each one of them.
- Think outside the box and go the extra mile for your clients.
- Stop and listen to what your clients are saying, and understand what they really need. Never presume or assume!
- Always put yourself in the same playing field: Never think you are more important than anyone else.
- Communicate clearly. In fact, why not over-communicate!
- Ask for feedback, and be willing to accept what your clients are feeding back to you. Make the necessary changes if required.
- Work with clients you want to work with.
- Host a client appreciation event.
- Take the time to really know your clients.
- At the end of the day – have fun with your clients. Isn’t that why you are in business?
Header photo by rawpixel.com on Unsplash.