How to improve client satisfaction when you run a consultancy
Starting any type of business can be challenging, but starting one with the objective of assisting others in running theirs can be even more challenging.
If you are already running a consultancy, you have surely checked out some great tips to help you run a service business, but of course, the most important aspect to consider is client satisfaction.
In this article, we take a look at how you can increase client satisfaction when running a consultancy.
Have a working template
Templates enforce overall consistency by creating a predetermined structure. Beginning each interaction with a template will make the process smoother and give you all the necessary information you need.
A consulting proposal template can save you time when preparing estimates for new clients and allow you to personalize your information to generate a well-designed and professional-looking presentation of your business offers.
Be positive and polite
It may not always be easy to give your clients “wow” moments, but you can satisfy them with your attitude. The way you communicate with clients plays a huge role and can put your services above the competition. Clients often want services from well-spoken consultants instead of the fast-paced “mad genius” who is talented but can become challenging to work with.
Listen before you speak
During the first interaction with a customer, especially if you have no prior knowledge about them, try to learn as much as possible. Remain friendly and ensure that the client does the majority of the talking. Taking the time to listen can provide a wealth of valuable information that you can use later on. With this knowledge, the consultant can begin developing a proper strategy for providing customer satisfaction.
Why focus on the customer’s experience?
Ensuring that customers are happy is perhaps the most important factor in running any business. It can help generate new sales with word of mouth. On the other hand, not providing good service may result in the loss of potential clients.
It is well known that dissatisfied customers will talk to friends, family or leave reviews, which can harm sales. In addition, an angry Twitter or Facebook post has the potential to reach thousands of people.
But offering amazing customer support keeps clients happy and can help attract new ones. In addition, keep in mind that people are more loyal to brands today than ever. Once a consumer finds a business that has great customer support and reasonable prices, they won’t go looking for alternatives. Because support agents are in direct contact with customers, they greatly influence how the brand is perceived.
Know your customer
To begin consulting a client you should get to know them first. Learn everything that you can about the client. That way you’ll have all the necessary information and nothing will be left to chance. You may use a client tool to uncover the necessary analytics to help provide a better service. The goal is to understand what your client wants before they do.
Understand the client’s goals
You’ll need to understand what your client wants on a macro and micro level. On the micro-level, you’ll want to know the goals and objectives for the project. However, you’ll need to understand how the project fits their overall plan for the macro-level.
Speak the client’s language
The best consultants can adapt their style to fit the client’s needs from formality to communication. For example, a client may want to do video calls instead of text messaging since it’s easier to convey a thought. So, you need to adapt and be happy with whatever the client asks for. Tailor your communication and engagement accordingly to make the customer feel welcomed and satisfied.
Set realistic expectations
When a customer purchases your services, they have an expectation of what they will receive. It’s essential to work with a client to reach the overall goal. If there are any complications, it’s vital to inform the customer politely. This way, they are on top of what is happening and won’t lead to customer dissatisfaction in the future.
Set a realistic deadline for a client to keep them happy. As a rule of thumb, add at least 10% to 20% extra time for yourself. This way, if problems occur, you’ll have more than enough time to fix the mistake. Also, the art of “surprise and delight” is an excellent way to satisfy customers. They may think it will take longer, but if everything goes to plan, you’ll be able to present the project much earlier.
A strong relationship with a customer opens doors to ask for direct feedback. Listen carefully since it can help provide valuable insight to make your business more successful. Also, if you have established an excellent relationship, ask for a testimonial video. Afterward, you can post it on your website to show potential clients that you are trustworthy.
In conclusion, running a consulting business can be a highly competitive market. However, implementing tips and strategies can help deliver a premium service that will leave customers satisfied.
So, what are you waiting for? Now that you know what you can do to improve client satisfaction – try them out. You’ve got nothing to lose and a lot to gain.