Improving Client Experience: Enhancing Small Business Processes to Delight Customers
If cash is king…then your clients are the guards standing in front of it. And we’ve got to woo the guards to get in the castle and to the king.
Wooing the guards isn’t as difficult as some make it out to be. I’ve always thought the key in business is to introduce simplicity whenever possible. That holds true when wooing our clients. The simplicity here starts in refining out business processes. The success of our business processes is directly correlated to client satisfaction. And, while we may have some 5-star reviews without processes, we can’t expect consistency in client satisfaction without processes in the long-run.
A study by McKinsey highlights the importance of these steps, reporting that companies with strong processes have a 30% higher customer satisfaction rate. Established processes for your client experience journey allow you to seamlessly ensure your clients’ needs (and more) are met at every touch point and allow you to efficiently pivot with a client who poses more complex needs.
The Art of Wooing
Picture this: you're on a first date. You've dressed to impress, chosen the perfect location, and even rehearsed some charming anecdotes. But what if your car breaks down on the way? Or your reservation isn't in the system when you arrive? Your date's impression of you is not just about your appearance or conversation, but the entire experience.
The same principle applies to your business. Your product or service may be exceptional, but it's the entirety of the customer journey that leaves a lasting impression. Are you flawlessly executing every step, or are there hiccups along the way?
Every interaction your customer has with your business - from the first point of contact to the final transaction - is an opportunity to charm them. And that's where refined business processes come into play. Your processes are a strategic priority to increase your chances of wooing your clients and therefore increasing our chances for client retention and referrals.
So, ask yourself, is your business doing all it can to charm its customers at every step of their journey? If not, it's time to refine your processes.
Practical Steps to Woo More
Improving your client experience journey doesn’t need to involve immediate, sweeping changes. Rather, focus on small tweaks that can make a big impact.
Understand your voice-of-the-customer: we talk about this a lot in our blogs because it is so important. Your VOC helps you understand what your client values and what they expect from your services, such as knowing if your client values speed over quality.
Review Client Feedback: If you don’t have feedback from clients, then start setting up calls with them to understand what went well and what didn’t. You need to know what points in your process already wooed your clients so that you don’t change that, and where you may have misinterpreted your clients needs so that you can improve.
Prioritize Communication: Even clients that are always too busy to get on a phone or video call with you like communication. They like to know what’s going on with their project or with whatever you’re providing. Make the effort to be clear and timely and be open to adapting how you communicate based on a specific client.
Proactive problem-solving: Anticipate your clients' needs before they become issues. This requires a deep understanding of your clients and their expectations. Proactive problem-solving not only improves the client experience but also demonstrates your commitment to their success.
Consistency is key: Ensure that every interaction your client has with your business is consistent. This builds trust and reinforces your brand's reputation for reliability. This may require documenting your processes so that everyone on the team involved in supporting the client knows exactly what the expectations and action steps are every time.
Start Wooing
Remember, operational enhancement isn't an overnight task but a strategic move. With each calculated improvement, you elevate the client experience and boost business growth.
Your clients deserve excellence - and so does your business. Isn't it time to provide more than just satisfactory service? Take the initiative today to transform inefficiencies into opportunities for an unparalleled, unforgettable client experience that keeps clients coming back.
To get expert guidance amplifying client delight and accelerating business growth, book a call with an Auxo Champion today.