It's All in the Details
It’s so true. How do your clients remember the details of their experience with you? Of course some think you are brilliant! They can’t live without you! But what about the others? You can learn more from them than the happy customers. No one likes rejection or negative feedback, but the knowledge you will gain by asking them some detailed questions will be worth it. It’s all about keeping the lines of communication open and listening for those details that you can use to improve.
To do this you need to create an environment where all your current clients and prospective clients can give feedback easily. Make some of your contact direct and some indirect. Give everyone as much opportunity to communicate “the details” with you as possible. Have you tried some of these avenues for communication and feedback?
- Have an event. It doesn’t have to be expensive, just creative and fun.
- Create a newsletter and deliver it to your contact list at least once a month and don’t ask for anything.
- Pay attention to people who mention you online and engage with them. It’s as good as answering that ringing phone.
- Write thank you notes to your clients who would not expect one. Do it often.
- Make use of a blog. Don’t just have one, actually post useful information on it regularly. You may be surprised who’s reading it.
- Keep in touch with people in the industry for no reason but to say hi. They will remember you later.
- Contact every client who stops working with you and find out why.
- Stay in touch with people you used to work with. Don’t ask for anything, just stay in touch.
- Put together a list of services you can refer to others. Get to know these people who can also help your clients.
- Run classes for your clients. Maybe they will bring a friend (new client) with them.
I am not suggesting that you fill your to-do list with these action items. Pick the one that you are most comfortable with and commit to doing it. Then later, find another way to build on your success. Sometimes running a small business is all in the details that you present to your clients.