Extreme Client Care: The Final Frontier in Business

 

 

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Until recently, whenever I heard the words “the final frontier”, I thought of Star Trek.  Now, however, it makes me think of business:  

 

Business owners have waged war on prices, bonuses, early bird specials, scarcity tactics, buy one/get one offers, reputations, affiliate commission payouts and gifts, bring-a-friend specials and pretty much everything else you can think of.

The final frontier is service.

  

Good, even great, customer service is no longer enough.  

You have to practice Extreme Client Care™ -- it’s not about providing great customer service.  It IS about providing a recurring, memorable client experience.

 

 And, the best part. . .it’s easier than you think, particularly when you design systems so it happens automatically whenever possible: 

• Send birthday cards/gifts
• Openly promote your clients whenever you get the chance
• Create nurturing sequences to teach your clients how to consume your products
• Create QuickStart calls for new programs
• Hosting an event? Give attendees a thumb drive with all presentations and audio bonuses
• Include f.r.e.e. shipping
• Send a welcome gift to new clients or newsletter subscribers
• Remember, it’s about THEM, not you
• Hosting an event? Give attendees a postage-paid priority mail box to send binders home
• Design and implement referral plan

These are just a few ideas to get you started. 

  

Extreme Client Care™ involves giving clients what they want/expect and, beyond that, what they don’t even know they want/expect. . .that is, until you give it to them.

  

It makes you unique in your industry and it keeps you top of mind with your clients.

 

My Request to You 

How can you practice Extreme Client Care™ in your business?  Grab a pen and paper and make a list now.

 

And remember, anything you implement is more than you’re doing now and your clients will notice!

 

Are you going to file this away, thinking you’ll “get to it when you have time” or are you going to take action now?  I’d love to read how you plan on offering Extreme Client Care™ below. . .

Comments

[Janebutton]

Great ideas and article Sandy - customer service can make all the difference in why people stick with you or not. So often it's the little things that make you realize a business actually cares about you - unexpected actions really make a huge difference. Thank you!

Jane Button
www.design2marketsuccess.com

[Joanne]

Gosh Sandy, I completely agree with you. Going the extra mile makes all the difference. I've wondered about how to set up a referral system, though – perhaps this is something about which you could write a blog post/article? I'd love to set up a more-formal referral process that encourages them to refer, and rewards them handsomely for doing so.

LOVE your work, Sandy!

Joanne

[Lisa C. Decker]

I think you set the perfect example of practicing what you preach. You have always provided this type of care and concern with your clients and customers and it is appreciated.

Thank you for always providing quality information and services.

Lisa C. Decker, CDFA
www.DivorceMoneyMatters.com

[Gwynne]

I send my clients hand-written cards and gifts related to my branding (tickets to the Chinese Gardens, Chinese teas/cups, Feng Shui cures, etc.).

Thanks, as always, for great article!

Blessings,
Gwynne Warner
10,000 Blessings Feng Shui

[Sandra Martini]

Hi Gwynne,

You're spot on! The best client gifts are ones which either tie into your branding, are personalized for your client's likes or, whenever possible, ones which are both. :-)

I remember you sent me a gorgeous crystal...it's hanging in my office still today and every time I look at it (right now!), I think of you. That's the perfect gift: it met a desire of mine and continues to reinforce for me, years later, your specialty.

Thanks for your comment AND the crystal!

With abundance,

Sandy :-)