By Alex Schnee
As most businesses know, having customers who feel heard determines whether or not they will be successful in the future. Customers are the lifeblood of any business and if they feel as though you aren’t taking the time to know their needs, then you can run into some major issues. By making your clients feel valued, whether through taking care of their concerns with the help of call centers in the Philippines or by creating your own 24/7 support team, you have already accomplished one of the harder parts of running a business.
Here are some ways you can make your customers feel as though you are meeting their needs.
Identify their pain points
One of the first things you will want to do when you onboard a client and you create the first steps of a customer success journey is to find out which areas are bothering them the most. Once you have a clear idea of where they need your help, you can craft the processes that will address those issues. While you are likely to have certain problems crop up again and again, each client will probably have unique problems you will need to solve.
Ask what outcome they would like
Of course, this problem solving should lead to a final goal, and once you know what that goal would be, you need to share that you’re on the same page. Share what process you would like to take and how you plan on going about it. Outline in a map (it can be helpful to use visuals) of how you are going to get from one point to the next and any hurdles you see coming up along the way. This is also the time to discuss anything you might need from your client in order to make it a success.
Keep them updated on your processes
Once everything is cleared, you will want to begin your processes and make sure that they have an idea of when they will start to see results. This might mean sharing where you are week to week or month to month depending on the scope of the project and when you expect it to be finished. Some clients like to keep track more than others, so that might also be an individual decision that you agree on together. By making this a conversation, you are including them in the process and showing that you care about what they think.
Ask for feedback
After your customers have received some deliverables, then you should take some time to check in about whether or not they are happy with the work. If this is a one-off client, then they can provide you some valuable insight about your entire process and help you find where you can improve. Even if you end up with a client that you disagree with, knowing where they are coming from can still be helpful when it comes to creating a business that puts the customer first.
In summary
Very few businesses succeed when they don’t think about the customer, and by taking time to include them in your processes, creating a journey map, and more, you’re setting yourself up for a company where customers can’t wait to work with you.
