There are several – obvious – strategies on how to retain your clients. However, client retention is not as easy as one might think. And like the journey to achieve any other goal we set – it requires knowledge, hard work, and patience.
One thing that you must remember is that customers and clients are unpredictable. There are those who can be indecisive and uncertain about decisions; there are those who require the majority of your time for their urgent requests; there are clients who are unresponsive; and there are those who need full surveillance of your work. Analyzing and understanding this will be the first crucial step in formulating your strategy.
But before delving into the Know-Hows of Client Retention through Customer Service, we must first learn some basic facts.
What is Client Retention?
It is the conceptualization of techniques that aim to lessen the number of clients lost or to put it simply – forming techniques to retain clients.
– and how does it relate to Customer Service?
Client Retention could be realized with a single important factor: Good Customer Service.
So, what does Good Customer Service look like?
Good customer service is not just about following the guidelines. One has to completely understand the ways and means of customer service: such as adhering to the best practices in time management, interpersonal, research, and communication skills, and providing resources.
Good Customer Service sets the bar and constantly raises it. To exceed the clients expectations in more ways than one.
This is how you retain a client through customer service.
It has been understood that Client Retention is significantly affected by trust, commitment, satisfaction, and service quality. And so, it is pivotal to establish a strategy with these factors as the core.
Create a good and lasting impression.
- People tend to look for the tiniest cracks in a perfectly sculpted vase, which ultimately means that current and future clients will likely remember any customer service hiccups no matter how small, especially in their onboarding process.
Provide a personalized customer experience.
- As mentioned, customers’ personalities vary from one another. This means that their requirements may and will differ. It is important that you know their individual preferences and adheres to it.
Start building trust with your clients.
- One of the right ways to build trust is to keep your word. Make sure that you have the ability to put your words into actions. Before you exceed your customer’s expectations, first, you have to meet them.
Maintain a customer communication calendar.
- Constantly engaging with your clients not only builds trust but also shows your commitment to them. Maintaining a communication calendar can help you to personally check on them, give them updates, and even ask for feedback. In addition, this opens up an opportunity to have a conversation and further learn more about them.
Benefits/Advantages of Client Retention through Customer Service.
It will help both organizations expand by increasing sales per client and developing better and quicker goods.
The company can provide loyalty and effective communication strategies for every client that they will encounter.
Customers will be heard and will consider any business-related suggestions.
Client Retention through Customer Service builds a strong foundation of companionship between the business and the clients. With the trust built, it gives both parties great camaraderie on their road to their own and collective success.