You’re a busy business owner and have an eye on your bottom line. To stay in the black, you need clients, preferably those who are loyal and come again and again. You know that the best way to keep clients returning is to provide an excellent service experience. But if you know that, so does your competitor. How do you set yourself apart? Instead of simply focusing on efficiency and product quality, focus on the client and their experience with your business. Here are five ways to support your client’s overall health and set yourself apart from the competition.
1. Collect client Feedback
One way to stand out is to collect client feedback. Instead of asking a general question like, “How did we do?” with the hope of a five-star rating, provide more focused prompts. Ask about the booking process, communication, access to customer support, and the appointment itself. You can use a star rating but also leave room for the client to write in an answer. The voice of the customer is your most vital piece of marketing information because it shows you where you’re excelling and where you’re falling short.
2. Turn Feedback into Action
Once you’ve collected the feedback, it’s time to get to work. Analyze all the input and draw some conclusions. In what areas are you the strongest, and what are you doing to be successful? Where are you falling short, and how can you improve? Answer this question using action words. What steps will you take to improve your client’s experience? Then, follow up with your client. Thank them for their honest feedback, and tell them what you plan to do to improve. This demonstrates to the client that you value their voice and are willing to be accountable to them.
3. Focus on Personal Touches
Providing action steps that respond to feedback is a great way to show your clients that they matter. Personal touches throughout the appointment can make the difference between a one time visit and a loyal client. Respond to each client as an individual instead of having an automated reply. Learn about the client as an individual. Learn about why they’re choosing your business and what their goals are. When a client feels appreciated as an individual instead of as a tally toward your performance goal, they feel more confident in their choice to support your business.
4. Offer Whole Health Resources
Have you ever thought about client care extending to the client’s overall physical wellbeing? The mental and social aspects of client relationships are usually front of mind, but adding an extra element of care to the physical services provided can set you apart. Consider hiring a local juice bar or bistro that focuses on whole, healthy foods to cater a snack table. Invite a functional medicine gut health specialist to give a short talk about focusing on nutrition. These client perks demonstrate that you understand how overall health and well-being contribute to success.
5. Celebrate Success
You create a culture of success when you show that you value the whole person, whether your employee or your client. Part of valuing the whole person is acknowledging achievements. Everyone likes it when others notice their achievements. If you have clients who are also business owners, make it a practice to celebrate their successes with them. This is another way to add a personal touch to the client experience. In some cases, you may even be able to benefit from a product or service that one of your clients offers. By supporting a client in their business, you affirm their success and cement a positive relationship.
When you support the client’s overall health—mental, social, and physical—you create a unique service experience that sets you apart from your competition and establishes a loyal client base.
