“Because I’m happy!” are just some of the lyrics to the tune by singer and songwriter Pharrell Williams; it’s a song I find myself humming to a lot these days. Happy is a state of mind, but it’s also the adjective you want to find your customers using to describe how they feel about your product, work, or service.
As a Certified Public Accountant who keeps track of books, I am passionate about every client’s bookkeeping, which keeps my clients happy. Besides doing what you’re passionate about and doing it right, there are some other things you could do to keep your customers happy. Here are some of the best ways to do that:
- OFFER A QUALITY PRODUCT OR SERVICE – In every business, there’s competition. Make sure you set yourself apart by offering the best quality product or work. What is your differentiating factor?
- MAKE A GOOD FIRST IMPRESSION – Just like a first date, you only have one shot to make a lasting first impression. Make sure you call back a potential client immediately, show up to an appointment early or on time, and make sure you’re ready to give that presentation that will make a future client go “Wow!”
- RESPOND ASAP – The Small Business Association reports that 68% of customers say they leave a company because of how they are treated. Make sure you offer clients or future clients several ways to reach back out to you, whether it’s through e-mail, calling you direct at the office, or even giving them your cell phone number.
- KEEP IN TOUCH – As you know, every week I write a newsletter. In it, I try to share tips to help you in your business, but it’s also a good way to keep in touch with my clients. If you don’t have time to write a weekly newsletter, try to send one out every month or every other month just to keep your customers aware of your services and what your company has been up to.
- TAKE CARE OF ANY PROBLEMS PERSONALLY – I am big on delegating responsibility, but when it comes to customer complaints (not that we get many of these) or problems that could cost me business, I address each personally. Consider doing this to avoid a small issue from blowing up into a larger problem.
- HAVE A GOOD WEBSITE OR SOCIAL MEDIA – Potential customers and even current ones often look up a company first to learn more about it. Make sure your website is up to date, includes a list of services, and possibly testimonials from happy customers or successful case studies. Consider all social media options as well, and try to keep a set schedule of posts or tweets to share with your customers or future clientele.
- REWARD LOYALTY – You may also want to consider rewarding customers for their repeat business. Hotels and car rental agencies do it by offering free stays and rentals, coffee shops offer a free cup of coffee. Think of something you could do to reward loyal customers.
They say the “customer’s always right” and I agree. At DM Accounting, my team and I know our first priority is our client and keeping his or her books on track. This makes our clients happy. So, like the song says, I hope you can, “Clap along if you know what happiness is to you; Because I’m happy.” How about you?