If you’re interested in delivering a next-level client experience, your clients need to feel like they’re your top priority. Telling them that they’re important isn’t quite enough — you need to show them. So, how do we do that? Here are some things to keep in mind that can change your client-experience strategy for the better and make every client feel like they’re your #1 priority:
The Way You Listen
Listening could very well be the best strategy to communicate to your clients how important they are to you. Giving them your full focus and undivided attention demonstrates that you’re completely present. We can all be guilty of tuning out at times when we have a lot on our plates, or when we’re doing something that we’ve done hundreds of times before. But no matter what other things we have going on, our clients need to know that we’re with them 100%, and actively listening shows them that we are. Giving our full attention to listening conveys how important our clients are and how much we value them.
The Way You Speak
There’s no way around it, as LOs, we’re going to have to explain the same things to every client. But it can never seem like we’re running through a prerecorded script. We need to personalize that information wherever and whenever possible. It keeps it fresh for us, which makes it easier for us to stay engaged, and it shows our clients that we’re aware of their unique situation, and that we’re doing everything we can to get them the product that fits. Even something as simple as using our clients’ names more often in conversation can improve the dynamic. Pay attention to your tone, reference details from past conversations, and address their specific concerns and needs. These are the things that show our clients that we’re dedicated to them. More on how LOs can be better communicators, here.
Your Demeanor
This can be a bit more subtle, but our demeanor has a significant impact on our clients’ perception of us and the overall experience. If they perceive us to be frazzled or rushed, then they’re naturally going to feel like less of a priority. Learn to compartmentalize — when you’re meeting with a client, leave everything else going on outside the door. And don’t worry, it will all be waiting for you when you’re finished. You want your clients to feel that you’re giving them everything, not like they’re lucky for getting a few moments of your time.
Your Accessibility
The easiest way to make clients feel like they’re not a top priority is by being inaccessible. If they can’t get in touch with you or don’t hear back promptly from their calls and emails, it’s immediately apparent that you have other things that take precedence. And, of course you have other things to focus on, and some of them are going to be more important than that call or email, but your clients should never be made to feel that way. Making sure that you’re accessible helps you to keep clients feeling like they’re the most important thing you have going on. All of our clients know that we have other work outside of what we’re doing for them, and most are going to understand if we miss a call here or there or take an hour or two to reply to an email. We just need to make an overall commitment to be more accessible and stick to it to the best of our abilities.
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