Wouldn’t it be great if there was a straight forward way to strengthen your relationships with your existing clients, while also increasing the size of your client list? Actually, there is, and that is by increasing the value of what you offer your customers.
When you consistently exceed the expectations of your clients and give them greater value than what is required, they are more likely to return to you for additional services. They are also more likely to recommend your work to their connections. Both of these benefits can increase the long-term sustainability and profitability of your business by giving you a considerable edge over your competitors.
Competing with others based on the value that you can provide to clients, instead of competing based on price, is also the easiest way for startups and small to medium-sized businesses to compete with larger firms. It also makes it easier for any sized business to enter markets that are already well saturated with competitors that have similar offers.
Use the following strategies to increase the value that you offer your clients.
Focus on Service and the Customer’s Experience
The number one way to increase the value that you offer your clients is to provide excellent customer service and support. Focus on improving the service that you offer your clients, from the first point of contact, through the sale and then after the sale.
Look for ways to streamline and improve your client’s experience doing business with you. Make it easy for clients to order products and services and to check out. When offering services to your clients, be certain that you are actually focusing on how your product or service actually benefits your clients rather than just listing the specific features of a given service or product.
Look for ways to increase the feedback that you receive from your customers and then actually take it to heart when searching for ways to make your services better and easier to use. After all, how can you know that you are exceeding your client’s expectations if you don’t know what they actually want and need?
Make it easy for your clients to learn more about you, your business and the products and services that you offer. Consider offering free training, product demonstrations and other forms of education to help your clients get the most from the products and services that you provide them.
Show your clients how much you actually care and appreciate their business. Follow up with your customers after the sale to see how they are enjoying the service that you have already provided to them and if there are additional services that they might need.
Regardless of which part of the customer’s experience you are dealing with, at all times you should deal with your clients and customers with integrity and strive to keep your word to them. If you aren’t certain that you will be able to deliver what your client wants, don’t promise it.
Offer Custom, Personalised Service at No Additional Charge
Look for ways to personalise your client’s experience with you. This might be something as simple as a handwritten note thanking them for their business and sending it along with an unexpected gratuity, such as tickets to an event, or a special offer or discount. You might even consider providing a free accessory or another small service, such as free upgraded shipping, along with their order, as a thank you for their purchase.
Remove the Risk: Offer Trial Packages and Guarantees
Doing business with someone is a risky proposition, especially if you’ve never dealt with a company before. You can remove this risk, and reduce your potential client’s anxiety by offering a limited trial of your services, as well as providing risk-free guarantees of the services that you provide.
For example, you might guarantee the expedited shipping on an order, or guarantee to refund it should a problem arise. They key to being successful with this strategy is to under promise what you will guarantee and then over deliver, thereby exceeding your client’s expectations and wowing them with the extra service.
Offer Price Breaks with Bundled Services
Another way to increase customer loyalty is to offer significant price breaks when they buy more than one product or service at the same time. Just be careful that you are able to cover your costs and earn a profit, after the discount is factored in.
Recognise and Reward Customer Loyalty
In addition to keeping your word and exceeding your client’s expectations, the best way to keep them coming back for more is to recognise and reward them for their repeat business. Offer a rewards program to your repeat customers where they can earn free services, special discounts and other perks the more that they do business with you.
The more that you are able to increase your focus on improving the value that you provide your clients, the more likely you are to build a healthy, sustainable, thriving business that is resistant to downturns and increased competition.
While increasing the value that you offer your clients often does require greater time and effort, in today’s increasingly competitive market , most successful small to mid-sized businesses find it worth this extra expense. What do you do to go the extra mile? Comment in the box below.