The Art of Customer Service: How to Keep Clients Coming Back for More
Most small business owners, especially those in creative industries, start their ventures because they love what they do and want to make people happy. Whether you’re designing, crafting, or offering services, customer satisfaction is likely already at the heart of your business.
However, offering excellent customer service is valuable for so many reasons. It’s not just about being nice — it can also drive your business’s profits. Did you know that retaining existing customers costs far less than acquiring new ones? They’re also more likely to spend more because they know what to expect. These are just a couple of reasons to keep your current customers and clients sweet. But how can you do that?
Let’s take a look at how you can get your loyal customers to return again and again.
What is client retention?
While building a base of new customers and clients is incredibly valuable, return custom is just as vital. Your current customers have already bought your product or used your services. This means you don’t need to worry about introducing your brand to them through marketing or other means. They already know what you can do!
Client (or customer) retention is the process of keeping your existing customers, whether they’re buying another product or renewing a contract. When competition is high, client retention isn’t always a given, so it’s important to always have excellent customer service in mind.
How top customer service can increase your customer retention
If you go to a restaurant and have a delicious meal, you may be keen to return again another time. However, if the meal was lovely but the staff members were unwelcoming, rude, or unhelpful, it may put you off, leading you to look for another restaurant for your next dinner out.
The same goes for customer service within other industries. Poor customer service can put people off, even if they enjoyed the product or experience, and according to a recent study, more than half of those asked would switch to a competitor after a single bad experience.
On the other hand, fantastic customer service can brighten a client’s day, turning an average experience into something memorable. 89% of consumers say they’re more likely to return after a positive customer service experience. Plus, they are more likely to recommend you to others.
Common customer service challenges for small businesses
Even when you have the best intentions, keeping every client happy can be tricky. Mistakes happen, deadlines get missed, and items get lost in the post. For many small business owners and freelancers, there are a few common culprits that affect their customer service:
A lack of time: When you have a huge to-do list and multiple roles to juggle, you may find yourself struggling to find the time to reply to client queries or respond to reviews. This can lead to customer frustration and lost leads.
Handling complaints: When issues arise, the way you deal with complaints can make a huge difference to your customer retention. Without a clear strategy — and the time to respond — dealing with challenging clients or customers can feel stressful and cause customers to look elsewhere.
Missed opportunities: Have you ever spoken with an existing client who shows interest in renewing a contract only to find they disappear? There’s the chance they may well sign the all-important paperwork if you were to follow up on it. This can feel uncomfortable and be time-consuming.
Could outsourcing to a VA boost your customer service?
If any of these challenges sound familiar, you’re not alone. There may also be a straightforward solution with help from a virtual assistant!
By taking customer service tasks off your plate, a virtual assistant (VA) can make sure that any client interactions are handled with care. Your customers will enjoy timely, friendly communications while you have more time to work on other aspects of your business.
Erin at Bizzybee has years of experience in helping businesses keep their customers happy. Here are just a few handy customer service tasks the Bizzybee team can take on for you:
Answering customer enquiries: Whether it’s an email, social media DM, or website query, a VA can make sure every customer receives a prompt response.
Organising calls: While you may need to be the one to handle client calls yourself, let your virtual assistant take care of the calendar management. It’s one less thing for you to worry about, and your client will know they’ve been heard and have a meeting scheduled in.
Dealing with complaints: Whatever the level of complaint, if a customer is unhappy, fast resolution can often reduce the damage. Your VA can handle any complaints in a professional, helpful manner to protect your brand’s reputation.
Replying to reviews: Whether positive or negative, customers like to know that their feedback has been acknowledged. However, replying to online reviews can often get pushed down the to-do list. A reply from your VA on your behalf can help customers and clients feel like a priority, encouraging them to return again and again.
As well as keeping customers happy, these actions can build more trust and credibility for your brand, keep you organised, and provide more space for your own creativity.
Give your business a competitive edge by offering incredible customer service
Incredible customer service can do wonders for setting your business apart from your competitors. So put customer service at the centre of your work with proactive steps and timely communication. If you need a hand keeping on top of client comms, get in touch with Erin to discuss how VA services could support your business growth.
