What is the secret to make clients happy? Many advisors struggle to find this answer. After all, client satisfaction is non-negotiable. So, how can you simply keep all your clients happy?
Here are few things to keep in mind.
Pay attention to the client’s need
Ask a lot of questions when getting to know your clients and their needs. The better you listen to their answers, the more information you will have. This will help you to provide them with customised services and have a better understanding of their personality.
Consider their daily schedule
Make efforts to know your clients’ schedule. Know what their days are like and respect their schedule. If you know Tuesday is a typical workload day for them, do not add to it with a pile of emails. Instead, save the issues for Wednesday afternoon or communicate in advance on Monday.
Create valuable content
Share market insights, your opinions and opportunities that your clients might not be aware of yet. Generating valuable content shows that you are on top of your game and helps you improve your brand awareness. Your clients might also share the content and recommend your services to friends and family.
Become an authoritative person in your field
If your clients see you and your business as one of the leading brands in the market, they will stick to you for long. They will have more confidence as it will confirm your credibility. One of the surest ways of establishing oneself as a thought leader is by creating media presence.
Have an agenda for every meeting
Think about the purpose of each meeting before meeting the client. Make an agenda for every meeting, even for the regular meetings, to keep you and your client on track.
Do not miss the deadline
If a client is investing money and time with you, then in return they expect the work to be completed before the deadline. If you do so, it will keep the clients happy and satisfied with your services.
If you are going to miss a deadline, let your client know the moment you think there is a possibility that you might miss it. But try not to miss the deadline.
Own your mistakes
If you make a blunder, make sure to apologise to the client immediately. Take responsibility for your mistakes. Do not put the blame on someone or something that is not the real source of the problem. Although, it is hard to admit mistakes, your clients will appreciate your honesty.
Under-promise and over-deliver
Advisors must manage client expectations. It is better to err on the side of caution rather than paint a rosy picture in order to land business. It is better to under-promise and over-deliver rather than under-delivering or over-promising. Add value to your services beyond what you usually offer; your clients may return your generosity with referrals.
Be in constant touch
Make sure your client never feels the need to track you down for any updates or follow-up. Share updates on a regular basis.
When first meeting with clients, be sure to ask them what method of communication they prefer, and then work accordingly. Also, if regular updates seem impossible, send them a weekly report of what has been completed.