Regardless of the length of the conversation you have with a client, you can certainly make them feel important. Even with short conversations, you can provide an incredible customer experience. In fact, these types of conversations may provide the best opportunity to make your clients feel appreciated.
Phone calls are one of the best ways to connect with clients. Even if you’re just calling to follow up about a meeting or update a client on a project, you can connect with them better over the phone than any other way, except in person.
Choosing a few good words to use during even the shortest of conversation can turn an okay day into a great day for a client. You can be the one that supplies the boost to their mood today and here are a few ways to do so.
When you get a specific with clients with questions such as, “how was that anniversary dinner?” or something else you remember from a past conversation, they feel like you really care. Current events, birthdays, anniversaries and any personal experience they have shared with you will show how much you care about them. This is far better than the typical, “how are you” exchange, which doesn’t do much to set you apart.
It’s best to keep good, clean notes about each client. If they mention they will be attending an upcoming event or they will be going on vacation, put this in the notes. Then, when you talk to them after the event, you can ask them how it was. This will help you to build a great relationship with the client and provide a better experience.
Guiding Questions Always Help
After you’ve exchanged a little bit of conversation, it may be time to get down to business. This needs to be done in a tactful way and the best way is by asking a guiding question, such as “how can I assist you today, INSERT CLIENT’S NAME?”
A question of this sort shows you’re ready to help them and you want to help them. Make sure the question is stated in a pleasant tone so they don’t think you’re just trying to hurry up the call.
Truly Help Them or Admit You Don’t Have the Answers
There is nothing worse than having somebody on the other line that is just guessing to give you the answer you need. This can become frustrating very quickly and often is followed by sharing the story of how it took three hours to fix your problem with a friend afterwards.
Don’t let this be one of your clients. Instead, truly get to the bottom of their issue or help them with whatever it is they need. If you don’t have the answer or you know they are better off talking to another person with your company, let them know politely and get them in contact with the right person.
Greetings and Polite Goodbyes
The greeting and the goodbye will often stick with a client, especially if the tone is rude or they are out of the ordinary. Make sure you give your clients the best possible greeting and goodbye with a smile on your face. When you smile, it comes through in your voice and they can hear your pleasant tone.
Whether you’re the one answering the phones or you have virtual receptionists doing it for you, it’s important to make sure all your clients are treated properly. The better your phone calls are, the easier it will be to form lasting relationships with clients. You want to make sure all of your callers receive an amazing experience, regardless of the length of the conversation.
A short conversation may seem like it’s not that important, but these types of conversations can change a person’s mood quickly. You want to be sure that your clients’ mood is changing to better and not worse. Don’t take short conversations for granted. Treat them as another opportunity to make your client feel important. This will help you provide a better customer experience.
It doesn’t matter how big or small the client is. When you show you care they will come back over and over with more business for you. Make sure you’re giving the best possible service, even during shorter phone calls.