If you want to do something to set your business up for long term success do this ONE super simple thing.
Always always always over serve the clients you have right now.
This is true if you have one client or a wait list, if you’re working on just one project or you’re totally booked.
We’re in the service industry, and the people business. By always striving to over deliver and exceed expectations three things happen:
1. You’ll create raving fans out of clients, who can’t stop singing YOUR praises to all their friends and family.
2. They’ll increase the capacity in which you work together!
3. They’ll write awesome testimonials, leave great reviews, and provide that amazing legitimacy to your portfolio that ultimately helps convert!
What does over serving your client look like?
Let me tell you what it DOESN’T look like first. It doesn't look like answering phone calls/emails/text messages 24x7, it doesn’t look like sacrificing your boundaries or sanity, and it most definitely doesn’t look like working for free or not billing for all your time!
What it CAN look like is -
Being really responsive
Proactively managing a calendar or event to help your clients see three steps ahead
Clearly setting, communicating, and sticking to boundaries in your business
Being the queen of GETTING SHIT DONE #howdoesshedoit
Share in their joy - and disappointment
Being suggestive with services you can offer (because often time business leaders struggle with delegation 🙋🏼♀️🙋🏼♀️🙋🏼♀️)
Sending a thank you card or a birthday gift
& my personal favorite - working efficiently + effectively + honestly.
When you look at your business, would you say your customer service is more like Nordstrom or WalMart??
Think about the last time you had to return something at WalMart. Or God-forbid you needed help finding something. It probably wasn't an experience that left you feeling warm, fuzzy and happy. Am I right?
When I walk into Nordstrom and hear the piano player, and smell the delicious coffee bar - I swear I hear angels sing! Nordstrom is synonymous with amazing customer service. In fact, years and years ago, a women returned a TIRE there (something they clearly don't sell at the upscale department store) and they TOOK IT BACK.
So when I ask you if your business is more WalMart or Nordy think about how you want your clients to feel - like they were inconvenienced by asking you a question or like they're being taken care of regardless of the request.
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