Companies which constantly deliver poor client care eventually go out of business. Clients have so many options, if encountered with a bad client experience, they will turn to a competitor for better service. No matter what type of business you own, all clients want to be heard and treated with respect.
Client experience continues to be a decisive factor for many clients. Keeping this in mind, it is important for businesses to understand how a poor service experience would impact the company.
Let’s talk about 2 things that will happen:
Loss of business and returning clients
No matter how good your product is, a poor client service experience will result in loss of business. They will not be satisfied in what you are offering them. Ignoring the needs and not listening to them will result in an annoyed client who will not do business with you, and won’t return.
The experience will spread on social media
We live in a world where social media is everything! People feel brave behind a screen. If someone has a bad client experience what will they do? They will publish it on social media. Negative comments on social media spread like wild fire. This will effect the reputation of your company. It is possible it will influence others not to use your business.
Now that we know what bad client care looks like, let’s talk about what good client care is.
What is good client care?
Client care is the process of looking after clients to best ensure their satisfaction. Instead of just going through the motions in order to make the sale, its really caring for them, listening to their needs, and helping them find the right solution.
Clients want to feel like they are being respected and their concerns and needs are being heard. The goal should be to increase client satisfaction.
What are the benefits of good client care?
Increased sales and client loyalty
With bad client care, it would result in loss of business and no returning clients. So it would make sense if you provided good client care the opposite would be true! It will result in increased sales and they will be more likely to return to your business and recommend you to their friends and family.
Enhanced public image
When they write a review about your business, it will be a positive one! When choosing a business, many people look online for client/customer reviews. Client comments are very influential, they will either make you want to do business there or want to chose a competitor. The more happy clients you have, the more positive reviews you will receive and the more new clients you will have.
More effective workforce
Satisfied clients help to create a positive working environment. By giving good client care, you will receive positive feedback from the client which will motivate you to continue providing excellent client care.
Clients just want to feel respected and heard. They want to know that you care for them.
If you show customer care, it will benefit your business. It will help you to continue to maintain a well respected business that clients will be happy to return to.