Keeping your current clients is way easier than getting new clients… so ensuring your clients are happy with your service is very important for retention. Go above and beyond to please your clients so they keep coming back to you for years.
5 Ways to Keep Your Current Clients Happy
Ask Questions – Before & During the Project. Make sure you’re asking questions about your new project, both before and during the work. Don’t be afraid to ask questions – instead of making assumptions, asking questions will help to ensure the work is being done to the client’s expectations. Just as important as asking these questions, is listening to their answers and implementing them accurately.
Most customers want exactly what they expect, the first time around, and will not allow for mistakes or do-overs. Ask lots of questions to ensure you know EXACTLY what your clients wants and the results they expect.
Communicate With Conviction. As they say, sometimes it’s not what you say, but how you say it. This can be especially true when working with clients. Focus on positive, clear and concise communication. Say what you mean and mean what you say… but be aware of your tone, especially in emails and text messages. Sometimes things can be misread and the meaning misconstrued. Double check your messages prior to sending them and add as much detail as possible to eliminate confusion.
For example, maybe you can’t work on a project after 6pm on Mondays and Wednesdays. Instead, say you CAN work until 6pm on Mondays and Wednesdays and any other time on Tuesdays, Thursdays, and Fridays, then ask how this works for their project timeline. Not using a tiny contraction in your communications with your clients may seem like something very insignificant, but it changes the way a customer views you from someone that can’t get something done to someone that does – as someone that can make things happen in a positive way.
Deliver the Project As Promised & More. In a vast majority of projects or with most clients, all you need to do is follow through with the project or work as discussed, and on time, to make them happy. If you’re looking to exceed their expectations, however, you’ll want to go above and beyond. For example, this could be by doing more words in a blog post, creating your own graphics, giving more hours for the same cost, or turning the project in days ahead of deadline. This will make your client feel that you are worth every penny they invested in you and more, and will keep them coming back.
Don’t Forget to Follow Up. No matter which business you enter into, you’ll learn the truth to the phrase, “The fortune is in the follow-up.” If you want a one-time sale, that’s fine, but it’s the return customers that will keep you in business. Clients that keep you on for recurring projects or return over and over again to use your services or goods, are how you’re going to make the most money at your freelancing or small business, so be sure you’re following up with each client after the work is completed.
Following up can be as easy as a quick email or phone call to check in on how they feel about your product or service. You can make sure nothing was missing or wrong, then be sure to mention what other products or services you provide in case they find a need for your services again. The simple email or call will give them a reminder of how happy you made them before and to hire you again.
Keep in Touch
Just as in friendships and other relationships, staying in touch with your clients is an essential part of repeat customer work. You’ll be the one that does this while many other freelancers or business will not take two minutes to send an email just to say hello, leave a friendly voicemail after hours, or send a Christmas card. This really shows how appreciated your client is and will remind them that even when you’re not working for them, they are still important to you and your business.
What other ways do you go above and beyond with your customers? Share in the comments section below.