Putting Our Customers First
I had a client tell me recently, “I enjoy working with you. Thank you for being responsive.”
I was taken aback because I am the Queen of Following Up and chasing my clients down for answers. My immediate response was, “You are welcome, it’s just a part of my job.”
Being responsive has always come naturally to Rachel and I (I think that’s what makes us the perfect partnership!). But what I’ve come to realize is that so many of our clients have worked with partners who may not be as responsive as they needed them to be.
Rachel and I definitely pride ourselves on the relationships we’ve built with our clients over the years. It got me thinking about how we have grown our business and why many of our clients refer us to other clients.
Our philosophy has been this: When you treat all your customers like they are your best customers, they will become your best customers. Our goal is to make everyone feel important. We understand that our clients want to work with a team who values them.
A few underlying principles we have followed include…..
BEING HONEST AND SETTING EXPECTATIONS
We all face daily pressures and have hectic schedules. So it’s our job to manage expectations. We often communicate when tasks will be completed or we stick to approved project schedules. For every project, we align our strategy with the client’s goals, needs, and budget.
BEING AVAILABLE AND TOUCHING BASE
We reach out on a regular basis, creating those ongoing touch points to keep our customers happy, all the while gathering the intel we need to successfully execute a project. We are always available by phone/email, but we are also big fans of meeting in person. Why? Because we love our clients and spending time together face-to-face helps build trust, and the time we need to figure out how we can help them next!
BEING A RESOURCE: GIVING ADVICE
We believe that every business, regardless of size or industry, deserves Smart Ideas Online. We bring ideas to the table. We know the latest trends and we bring that knowledge to your project by understanding your goals and bringing our expertise to the solutions we propose. We have had a lot of experience in working with a lot of different clients so there are a lot of scenarios we have run into before. We dig deep into what will work best for you online.
At Drio, we understand communication is integral to sales, client relationships and innovative thought. That’s why we always strive to be “responsive” both online and offline. We understand that our clients are paying us to deliver a superior service and we take that very seriously!
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About the Author: Hazel Geary
