12 Ways to keep your clients
Acquiring new clients – and keeping the existing ones – is the most important aspect of any web design business. Increasing competition means you have to stand out by offering excellent levels of customer service. The following tips that our Wigan web design team adheres to will help you to maintain outstanding levels of client satisfaction and ensure repeat and new business for years to come.
Always respond to your customers as soon as possible – make them wait too long to hear back from you and they will start to look elsewhere for a more prompt service. Keep them in the loop about every step of the design process, especially if things are taking a little longer than first anticipated, or they will feel you are not giving their project enough attention.
Clients want to feel that their custom is valued by the designer they have chosen. With so much competition out there, treating your clients with care and respect is invaluable, giving a lasting impression and potentially leading to repeat business and recommendations. Inevitably there will be a problematic client; no matter how rude or demanding they are, stay calm, professional and polite.
Invite client feedback
One of your primary goals should be customer satisfaction, and the best way to know exactly what your clients want is to invite suggestions on how you can better serve them or improve any aspect of your service. Many clients will not offer feedback uninvited, so it is up to you to initiate this. Ask them if they have any issues or concerns, no matter how small, over any aspect of the design process. If any are identified, then deal with them promptly.
All clients, whether new or long-standing, should be treated exactly the same. If you are offering incentives or discounts, then make them available to all. This avoids potentially awkward situations and client walk-outs.
Never Charge hidden fees
Nobody likes to deal with people who are dishonest. Most clients will have a set budget and will not take kindly to extra charges they were not previously made aware of. Be completely up-front with quotes and potential extra costs for additional services. Let your clients know they can trust you.
Provide your clients with as much information as possible during their initial consultation. If a customer has to repeatedly contact you with questions that you really should have answered at your first meeting they will not think much of your customer service.
Don’t be pushy
While it is important to be confident when pitching your services, there is a fine line between assertiveness and aggression. People hate to be pushed into buying something, even if they have come to you in the first place. If you don’t know when to back off, you will soon get a reputation for hard selling that could lose many potential clients.
Clients will usually look for products and services that they feel represent good value for money. It is important to charge a fair price while still keeping in line with the competition. Your pricing must be attractive to clients, yet still give you a reasonable profit. Beware of exceptionally low prices as potential clients will simply believe they will receive a poor service from you.
Know Your Limits
On occasion, a client will want something that you are simply unable to provide. In this case, don’t be afraid to recommend another service provider that you feel will meet the client’s requirements best. In this way you will gain a reputation for being open, honest and helpful. Never exaggerate your services – clients hate to be disappointed and will feel you have completely wasted their time if you later fail to deliver something you have promised.
Don’t Underestimate the Competition
Always keep an eye on what your competitors are offering in order to be one step ahead. Consider expanding your services if necessary to meet the needs of potential clients.
Keep in Touch
Even after you have completed a project, staying in contact with your previous customers shows that you care about them and imparts a sense of responsibility. Check that they are still happy with everything and if they have any questions or concerns regarding their ongoing service. This is simply good customer service and ensures that you stay on the client’s radar.
Always be Available
Your clients need to know they can rely on you. If the phones frequently go unanswered or emails are not replied to promptly when they have a query then you could lose them as customers. If there are periods in which you are not available then clearly state this on your website or make arrangements with a message service so that you do not miss out on important calls.
Bespoke Website Design
Established in 2010, Nexus Websites are a creative digital agency based in Wigan working with clients all over the UK. With a vast range of experience and a proven track record we have everything you need to take your business to the next level.