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How many times have you walked out of a shop or hang up the phone feeling utterly frustrated because you haven’t been able to get what you need out of the experience? Probably lots. It’s dead annoying as a customer if you have an end goal or outcome in your mind, and the business isn’t able to help you achieve that.
It’s equally as frustrating as a business because you know that if a client walks away unsatisfied, they are unlikely to come back again. That’s why it is so important to nail the customer experience the first time, and here, we are going to look at some ways in which you can do that.
1. Make expectations clear from the very beginning
To impress your clients and feel confident with the processes you are offering, you need your clients to understand what they can expect from your time working together. The best way of doing this is to be proactive and keep them informed as to what is to come. You can do this in a variety of ways – highlighting the process step-by-step on your website, providing an overview of what you will do, consultation calls, or even face to face meetings before you start working with them. This allows you to explain how you work, what you need from them, and what they can expect to achieve. By doing this, you can build a relationship with your clients that makes the following step even easier.
2. Guide your clients through the process step-by-step
This is one of the most important parts of the customer success process. You can’t just talk the talk; you need to walk the walk when it comes to your expectations. When you follow through and do what you say you’re going to do, you are going to build a rapport and earn trust with your clients, whether you are a product-based or a service-based business. If you set an expectation of what is going to happen and then don’t meet it, it’s going to lead to confusion and client dissatisfaction – and that’s going to hurt your reputation.
3. Underpromise – but overdeliver
One of the worst things you can do to a client is to promise them things and not be able to achieve. It is always much better to underpromise on what you can give them, and then surprise them and give them an excellent customer experience when you can do more. For example, even if you know that you can *probably* get their mock-up to them by 19th November, tell them they will get it by 24th November. That way, when do you get it done by the 19th, they get a nice little surprise and think you super-organised! However, it also gives you a little leeway in case things don’t quite go to plan.
4. Put your everything into the process
Creating a customer experience that sets you apart in your industry and builds trust with them doesn’t have to be complicated. The most important thing that you can do is put your all into the process that you are creating. If you show that you genuinely care about how your clients feel and that you are intentional, it will shine through and resonate with your customer, even if the occasional thing doesn’t go to plan.