Sometimes our clients need us for more than what they hired us to do. Often they need a sounding board, or a brainstorming session to get their thoughts and ideas out of their heads.
Then there are those that just need another person to talk to, a friend who understands the moment that they are experiencing, or someone who can appreciate their struggles and be uplifting.
Many times they just had a session, attended a workshop or conference, and the information shared was so valuable they want to implement changes right away. They have an urgent need to let it out and make sure someone else is in the presence of this new knowledge and aligned with their new thinking. Do you have clients like this or is it just me?
Most importantly, we all love to reach a live answer when we call, right?
Are YOU available?
In my effort of being supportive/consultative with my clients, I listen. I make myself available. Most of the time I answer immediately when they call unless I am already on the phone with another client. That is my way of providing excellent customer service and ensuring they know that their call IS important to me.
Don’t you hate it when you call a company and you hear reach a recording that says, “your call is important to us.” AFTER they put you through 3 prompts to reach someone live and then you are on hold for another 20 minutes. THEN the person who finally answers can’t help you because you are now in the wrong department…~Ok, I digress…:)
I seem to attract clients that have short attention spans. Matter of fact one client suggested I market that I work with this type of individual because I am sooo patient with her. She can be sporadic and some days calls me 6 times, 5 of those times to tell me the same thing in different ways.
Be Available…It will pay off in the long run
I answer every time I can because they are my client. Most of my clients I have today are clients that have been with me for over a year, some as long as six years. We have no issues with payment, we have no issues with work, we support and uplift each other.
We have reached the place of personal. We share personal information, encourage one another when things are not going so well, and check in when we haven’t worked on a project in a while. There is mutual concern and mutual respect. We have developed a great business relationship.
It’s all about being of service.
Building long-term relationships takes time and we must make ourselves available. We want our clients to feel their needs are important and we will have their back when required. If we have not worked with them in a while, we want them to think of us immediately when they have new projects and growing.
Are you important to your clients? What obstacles do you encounter in acquiring return clients? Please share your process and suggestions so that we can learn from your brilliance.