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Here is the complete list of 7 key expectations that are vital in meeting client demands and insuring that your business is well on its way to being the business of choice in the marketplace.
√1) Clients expect credible information always. When questions are asked or details are needed, clients need and should receive the absolute truth. Nothing should be withheld or minimized that would impact any level of decision that the client could be asked to make. By providing credible information each and every interaction, the business builds absolute rapport and trust.
Action Step: Do you lead your business in clearly establishing a fundamental environment of honesty and transparency that begins within the company and extends to relationships with clients?
√2) Clients expect business flexibility and understanding. By meeting clients on their terms and altering business operations as much as possible to accommodate their demands and needs, the business increases its perceived value.
Action Step: Do you have guidelines for your team to help them provide options for clients who need special flexibility?
√3) Clients expect business to utilize new age technology. It is not surprising to see pre-schoolers to seniors utilizing technology. Whether that be using apps to deal with gaming to banking to grocery shopping; or, sharing with others on social media, technology is part of our business and personal lives. In today’s business environment, it is vitally important that technology be used to advance your value statement with clients. Not that technology will fully replace personal face-to-face interaction; but, by making it easy for clients to engage in business activities with a particular company, that company stands to be in line to win the heart and soul of its clients. In today’s business world, quickness to the market can be the deciding difference between success and shortfall. Using technology to help clients meet you in a virtual 24/7 environment will clearly set you in a competitive posture in the marketplace.
Action Step: How do you use technology in your company? Do send employees to trainings to keep up with the latest advancements? Do your use of technology support more efficient communication and client engagement?
√4) Clients expect choices. Providing settings where clients have alternatives in dealing with their particular needs provides an excellent format for dialogue to grow. Businesses that never limit choices to only one option are those who often find that their relationship factor with clients seems to outpace the competition. Though some choices are clearly not beneficial, having the option to choose enables the client to maintain some level of control in their relationship with the business.
Action Step: Do you have guidelines for your team to help them provide options for clients who need special flexibility?
√5) Clients expect clear communication. When interacting with clients, always deliver messages that are vital and relevant to the client. Also, discipline your professional persona to guarantee each message you deliver is factual and projects concise data that enhances your credibility and bolsters the client’s relationship with your business. Saying what you must in a manner that is clear and understandable, will demonstrate your care and dedication to client needs and your standing in the business community.
Action Step: How do you communicate with clients? Do you have a clear process for keeping clients informed about your work for them? Do you provide regular updates?
6) Clients expect a partnership. Each client is different and your interaction will demand anything but a “one size fits all” process. When a business can project a reality that mutual respect and the utmost trust exists between it and the client, that business will surely succeed. When the effort is made to solidify the partnership, a strong foundation is formed. Where a strong foundation exists between a business and its clients, there is virtually no limit to what might be possible in client growth and retention. By providing the expertise the client needs regarding making decisions on products and services, the business insures that it is working for a win-win result.
Action Step: Consider your current clients and whether there is anything you can do to strengthen the foundation of your relationship. Do you need to communicate more frequently, is there new technology that may support the work you are doing?
7) Clients expect a business to evolve. Things change constantly. Clients thrive on safety in their relationships because change can be disheartening. However, clients also want businesses who present new ideas and products that may enhance their daily lives or positively alter their circumstances. For a business to not be looking to improve their overall business offerings and operational profile might result in clients failing to obtain the best value for their money. By staying alert to the new innovations that can benefit their clients, businesses race to the competitive top in today’s demanding marketplace.
Action Step: Do you have plan for growth and managing the changing business environment in your area of expertise? How do you stay competitive?
Understanding what clients need and then being able to provide for those needs will insure that a business becomes an added-value for the clients it represents. While this is not an easy task to master, the above seven steps can help better direct your focus.
Make a difference in the lives of your clients by exceeding expectations and positioning your business as the credible choice in your market.
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