Client Care

Clients are so important to your business. As a small business you get so excited for every new client. It’s like a little confidence boost, a show of faith, a result for all your hard work in one simple transaction. My question to you is, how are you showing that? Are you showing it at all to your client?

If you aren’t showing people your happy dance*, you’re not alone, because a lot of big businesses don’t say “WOW! I’m so excited to be working with you!” do they? I’ve never got a particularly excited email from Netflix or Spotify when I upgraded.

*By happy dance, I just mean a genuine show of excitement, but if you want to bust out your best moonwalk to show your appreciation, GO FOR IT!

But that’s exactly why you should be doing it. Giving your new client a virtual high five, shows you genuinely care about them. This can be an email, a phone call, or my friend received a thank you brownie a while ago. Amazing. It can come in many forms, so you can make a gesture that works for your business and make your new clients feel appreciated at every step.

Maya Angelou said “People won’t remember what you said or did, they will remember how you made them feel.” and it is really true. The little extra touches can be the difference between a cancellation to a regular client. This could be when a client makes an enquiry, when they book, when payment is made.  It could even be when the product/service is delivered or soon after. What works for one business won’t work for everyone, so it has to be a good fit. Some examples of this are below:

  • A hairdresser who gives you a sample of the products used during your treatment to use again at home
  • A wedding stationery supplier who sends a wedding card to the happy couple just before the wedding
  • An estate agent that provides change of address postcards for the new owners/tenants to use

Sometimes these gestures can be a great marketing tool. Let’s be honest, if you received a lovely surprise in the post, you’re probably going to share it on social media thanking the business that sent it, right? At the very least, you’re going to say to your friends “Oh my god, I got a thank you brownie and it was AMAZING!”

I know I definitely would!

Of course, you have to weigh up what type of gesture would be appropriate for your business to use.  Sometimes that can simply be a bit more contact. Emails are free to send and luckily, there are ways to make this more time efficient whilst still showing your potential client that you care.

So why not give your clients a big “Thank you!” if you don’t already? I’d love to hear your ideas on client care, so catch me on my Facebook page or drop me an email.

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