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Delivering Happiness: How to Provide Clients with More Than Just Services

16 May

How to Provide Clients with More Than Just Services

Whether you are an entrepreneur growing a small business or a CEO of an established company, you likely understand the importance of “delivering happiness” to your clients. Your clients expect to receive quality service and products from you – that’s standard. But what really makes your business stand out is going one step further to provide them with unexpected, but much appreciated benefits. These benefits are the reason people will come back to you time and time again for more business.

So what can (and should) you do to provide more than just your basic goods and services, but to really deliver happiness? Take a look at these four tips.

Tip #1: Share your advice or expertise at no charge

No one likes to feel like they’re getting “nickel and dimed.” It usually takes one a few minutes of your time to share a little extra advice or expertise with your clients. For example, someone might ask for advice on getting more likes on their Facebook page. Rather than stick them with a costly proposal right off the bat, offer one or two simple tips to establish credibility and build trust. You shouldn’t invest too much time in free advice, but giving just a little at no charge will almost always come back to you ten-fold in future business.

Tip #2: Form a friendship…get to know about them, personally!
Solid connections and meaningful relationships are at the heart of every successful business. Keep this in mind as you cultivate your client relationships into friendships. Really get to know your clients and customers. Remember their birthdays, the names of their children and their hobbies. Not only will this give you something to make small talk over at your next meeting, it will also demonstrate your listening skills and attention to detail. Clients who are friends are more likely to be satisfied with your service and stay loyal to doing business with you in the future.

Tip #3: Resolve any issues promptly and for free (as long as reasonable)

Solving a problem promptly and effectively is a great opportunity for your business to create happy clients. Use the “customer is always right” motto and resolve the issue without sticking your client with a bill for it (so long as it’s a reasonable request). Yes, you may lose a few bucks in billable hours, but you will more than make up for it in future business from a happy and loyal customer. (Note: if this proves to be a reoccurring theme with a client, it may be time to weight the cost-benefits of the relationship altogether).

Tip #4: Follow-up to see how they’re enjoying your product/service

Timely and friendly follow-up is key for delivering happiness to your clients. You don’t want to be intrusive or annoying (like that waiter that pops over 7+ times during a meal asking if everything is okay), but regular “check-ins” can help to nip any issues in the bud before they leave a lasting negative impression. Clients may not be inclined to bring up an issue thinking it’s too small to initiate a conversation about it. But if you present an easy opportunity for them to speak up by being the first to ask, you’d be surprised how some little adjustments early on will keep a client much happier in the long-run!

How do you go above and beyond to provide your clients and customers with more than just goods or services? Share your personal thoughts by commenting below!

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6 Comments

Posted by on May 16, 2016 in Business & Success, Life

 

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6 responses to “Delivering Happiness: How to Provide Clients with More Than Just Services

  1. Tom Dardick

    May 16, 2016 at 9:03 am

    Great post, Stephanie. I would simply add the old saw to set expectations and exceed them. When reality does not meet our expectations, we feel frustration. When things go better than we anticipated, we feel happy. Often, in our zeal to please customers, we paint rosy pictures that will definitely happen – if everything goes perfect. In the inevitable times it doesn’t, well… So leaving room to exceed is a good success habit.

     
    • Stephanie Shirley

      May 16, 2016 at 12:49 pm

      Thanks, Tom! One of my favorite sayings that puts this well is “under promise and over deliver.” I completely agree!

       
  2. terryshen

    May 16, 2016 at 9:47 am

    “Delivering happiness” – what an interesting way to articulate this business mission, Stephanie. Your post offers four valuable and qualitative tips to accomplish this higher mission.

    As for the “how” to provide above and beyond, suggest looking closely at the leading indicators (i.e. factors that would predict and influence the customer happiness) in your respective business. What is really important to the customer? For example, if it is reliability, convenience, or cost, the corresponding leading indicators may be quality assurance, customer service, or material.

    The leading indicators will provide the feedback in fine-tuning your approach on delivering happiness including the four tips suggested.

     
    • Stephanie Shirley

      May 16, 2016 at 12:51 pm

      Great comment! Yes, I agree that we should look to our customers to tell how us how they particularly prefer to be served. Each industry (and each customer) will be different. The more in tune we can be, the more loyal customers we will cultivate.

       
  3. ramakrishnan6002

    May 23, 2016 at 5:04 am

    Reblogged this on Gr8fullsoul.

     

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