With business becoming increasingly competitive, the need to reduce costs and become more effective and efficient is at an all time high.
But too often this shift in focus from serving clients, to operating more efficiently can result in unmet customer needs and a lack of trust, leading to a reduction in client engagement and lost clients.
Here are three starting points to increase client satisfaction, trust and engagement in your business.
1. Understand your staff set the standard
While your brand may get clients through the door, it is your employees that will keep them there. Your clients want to deal with employees they like, trust, respect and have confidence in, and they will form this opinion fast.
For this reason, it is not enough to only have people who perform well. You need employees who are great sellers, great communicators and great relationship builders who are committed to their clients.
2. Don’t let efficiency replace personalisation
While efficiency is vital for increasing productivity and profitability, it must never take the place of personalisation.
Your clients want to know you are taking care of them. That every touch point will be handled with their best interests in mind. They want to know that you can preempt issues, address their concerns, help with the paperwork and be on hand should anything arise.
The primary focus for all of your employees should be their clients’ needs and the best way to meet them.
3. Create a client-focused framework
As Bob Burg so wisely said, “Nobody is going to buy from you because you have a quota to meet. They are going to buy from you because they see the value in doing so.”
With your level of service, the productivity of your staff and overall profitability of your business depending on the quality of your systems, you need to have an effective framework in place to convert sales, provide advice and have quality meaningful conversations.
Increase client satisfaction
The right framework will help you streamline your processes, reduce rework, increase client satisfaction and engagement while at the same time build trust, showcase the value you provide and increase your sales conversions.
Whether you need more structure and direction in client interviews, in your call centre or within your business, our proven framework can help. Call us today on 0409 129 723 to find out more about our 8 Step Framework that can help you increase client satisfaction, boost conversions, reduce staff turnover and increase employee engagement.