Be Good To Your Clients & They Will Stick Around

By: Vadim Kirienko

Have you ever received customer service that was so bad it almost bordered at abuse? You know the kind of treatments some low-paid, uncaring, overworked, and unappreciative company reps mete out to the client: the eye rolling, the shortness on the phone, the deep sigh of the employee when the client needs something to be explained again and again, the chip on the shoulder, and the downright rude comment that "that" (whatever "that" is) does not fall within the rep's job description.

Being good to your clients will ensure that they will stick around; in a day and age where the Internet provides competition – either by virtue of doing many tasks virtually or by enabling vendors and service providers from across the globe to connect with eager clients from all over the world – that has already forced many companies out of business, you have to be wise when it comes to client treatment. You need to understand that without your employees and your clients, you would be unable to sit in your office and keep on the lights or pay for the water bill. Thus, even the most callous customer service phobic will acknowledge the need to be good to your clients.

Doing so is actually easier than you think! For example, your service needs to be easily accessible. Make sure your phone system is up and working, have enough people to answer the telephone, and ensure that in case of messages being left, someone from your company will return the call within 24 hours. Excessive hold times and missed call backs are a first rate complaint that has sent many a potential client seeking out the competition.

Additionally, make sure that your prices are in keeping with the national average. Do not raise rates while failing to raise customer service levels. While rate increases are necessary at times, expecting your clients to stick around if they do not receive added benefits is unrealistic. Soon you will find that they will go elsewhere. Interestingly, most people do not mind paying more for a service, if they perceive that they are receiving more for their money. Failure to provide more for the requested price increase is the great gift that many television cable companies have given to satellite television providers who time and again made the cable companies the butts of their commercials and jokes.

Being good to your clientele means keeping your word: if you promise a certain level of customer service, a specific benefit, or simply an in-home appointment to take place between the hours of 8 and 12, make sure you deliver! A client will forgive a call asking to reschedule or expression serious regret at a specific benefit no longer being available and offering a comparable benefit in exchange, but no-call, no-show companies are notorious for losing clients. Be good to your clients & they will stick around!