Over the last 5 years as a virtual assistant, I’ve worked hard to create a client experience that’s easy and streamlined for my clients. At the end of the day, my job is about making their lives easier. While that’s mostly related to the tasks I do for them, I’ve always wanted every interaction with me to be stress-free too! I truly believe in people over profit and it’s served me well these last five years. In fact, most of my business has been built through word of mouth and referrals. Today, I’m sharing three EASY ways to improve your client experience!
Put the people first.
This tip is so broad, but I want to try to narrow it down a little for you. At the heart of it, people over profit truly means to prioritize the people you serve- and not the money you make. For me, in reality, that’s meant having a late fee policy but also understanding life happens. It means taking calls when babies are in laps or over lunch with someone. Remembering that my clients are parents, business owners, and people in their own right has always helped me serve them better. I want their lives to be improved by working with me – and I do everything I can to be understanding and helpful.
Show your gratitude.
I have always believed a little gratitude will go a long way – in life and in business. From the start, I’ve made a point to thank my clients. Over the years, this is taken many forms: letters, simple emails, client gifts, and so much more. But, the heart is still the same. I want them to know that I appreciate them trusting ME with their businesses. That isn’t something I take lightly. Find one way to thank your clients this month – maybe it’s a simple card that says thank you or a gift card for coffee.
In a more practical way, I’ve also show gratitude for referrals by offering gift cards or discounts on services when someone books that they recommended. This is a SUPER easy way to build a referral list and also show your thanks to your clients.
Make your processes easy.
Look at all of the processes involved in booking and working with a new client. Sit down and really evaluate each one to make sure they’re easy to follow and navigate. A few practical things to check:
-Is your email or contact page easy to get to on your website?
-Do you have a standard response for inquiries or are you writing something new every time (taking forever to respond)?
-Are the schedules you use easy to update?
-Is your communication clear + concise on one platform or across multiple places?
Improving your client experience is really all about finding ways to show that you care. Whether it’s actually saying thank you or making your process easy to use and understand, showing that you value your clients will go a LONG way. I hope that these tips help you create some lasting changes to improve your client experience.
Looking for more tips to grow your business?