You can win your client’s heart even if you don’t have the best product to offer. When you service your clients right, you earn their loyalty.
Many people think that client servicing is a term associated only with the service industry. But, today you must provide quality service to your client at each step on the buyer’s journey, irrespective of the industry or product.
Companies like BloombergSen and Vanderbilt are top-ranked investment counselling firms in Canada. More than what they do as investment counsellors, they have achieved their status because of their high-quality client servicing.
So, how do you do that? What skills should you possess to keep your client’s expectations and requirements, and your efforts, in sync?
Here are a few tips on becoming great at client servicing.
Put yourself in the client’s shoes.
Your clients are as ambitious as you are. They have a vision which you must understand before trying to serve them. Put yourself in their place and think like them. If you don’t understand where they are coming from and where they want to go, you may fail to meet their expectations.
Educate your clients
Customer is the king, but they may not always be right. Remember, your clients come to you because they believe you are an expert in your work. Treat yourself like that. Listen to your clients’ expectations and needs, and explain what is right and what is not. Don’t blindly follow their instructions.
A conflict in the way you both think and expect the outcome can lead you to disappoint your clients.
Pay attention to your clients.
As a client servicing executive, this can be challenging as you work with multiple clients at one time. The best way to understand your clients is to pay close attention to what they say and do in their business and outside. You must connect with people working in your clients’ team and understand their thought process. Make a habit of calling up your clients in your free time to check upon them. Show them you care, and that will keep them hooked up. (Of course, you have to do a good job for them)
Sanjay Sen, President and Chief Investment Officer of BloombergSen Investment Partners, helped the firm rank in Barron’s Top 100 Funds globally from 2014 to 2017 because of his ability to create happy clients.
Communication is the key to succeed in the service industry. Good or bad, right or wrong; your clients will be happier if you communicate with them often and respond to them when they reach out to you. Don’t make people chase you. Be proactive and keep them updated about the progress of the project. Reach out to them if you have any doubts and answer them when they have doubts and questions for you. This two-way communication will help both parties setting realistic expectations from each other, and support each other in the journey.
Good client service executives understand the brand, the client and the business. They treat themselves as one of their clients’ team members and work for the common goals.