Sandra Martini's Success Strategies

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. . .

Boundaries, Convenience and Perception in Your Business

So many coaches talk about "boundaries" and "holding your boundaries" with clients, team members, etc. in order to create the business/life of your dreams.

In fact, I remember a former business advisor who often said I needed stronger boundaries or else my clients wouldn't value me and what I had to offer.

Boundaries, to that advisor, existed, in part, to create a certain perception of when and how much one works in their business.

So what exactly are boundaries?

I've been fired!

It's true. . .my Team received word this week that I've been fired as a client from a tech firm.

It seems that my requests:

• for communication on the status of outstanding projects when the deadline had passed and
• for projects not be given to a junior tech without someone reviewing before I see "final" work due to numerous rounds of corrections

has made me an undesirable client.

On the positive side, we were already searching for a replacement. :-)

It blows my mind that this company viewed my requests as "excessive" and is a testament to the fact that not all companies care about their client service.

This comes on the heels of Nancy Marmolejo's blog post about a lack of customer service at a school she was checking out for her daughter.  A school of all places...

It's time that we, as clients, start rewarding companies who practice Extreme Client Care(tm) with great customer service and boycotting those who don't. 

In this new economy, the rules are simple. . .those who get things done, stay focused on the big (and little) picture, act with integrity AND are client-focused grow and prosper. 

The rest? Well, they won't exist as businesses for long.