Why is client care important

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Your website. Social media. PR and advertising. Starting up. Updated 7 October Your clients are better informed, more demanding and prepared to move if they do not get the service they want. You just can't do that if you don't know what those needs are" Heather Townsend , author and speaker, The Excedia Group Solve my problem Lawyers tend to think in terms of input — the legal advice they can give and its quality.

So they look for a track record of success working with similar clients or in the same industry" Bruce Roxburgh , co-founder, Roxburgh Milkins Bad habits Look out for any bad habits you have fallen into.

Make a conscious effort to do better. Multi-tasking when you are supposed to be listening. Ignoring calls and messages because you have no progress to report. Palming clients off on an associate when you know it's you they want to talk to. Failing to live up to your promises. Arrogance — for example, assuming you know what is best for the client. Being too consultative — clients want clear advice and recommendations.

Key clients How can you stand out as excellent in the way you serve your key clients? Invest in learning about their business and industry, at your own expense. Think of this as part of your continuing professional development. Second associates to work in the client's offices. Offer to attend their project meetings at no extra cost. Be positive. Focus on solving problems, rather than highlighting all the difficulties that need to be overcome.

Let your client set the service standards. Ask them how often they need updates, how they want them and so on. The first one is absolutely dependence-producing both for your existing and prospecting clients, and the other one while being more popular and accustomed is just business as usual.

Client implies a long-term, protective, loyal and ongoing business relationship. Thinking Customer, you focus your business on selling, with the goal to get the customer buy something. Thinking Client, you focus your business on serving, with the goal to look out your client needs and provide them with the best service you can. Care goes a way beyond by building an emotional connection between your company and the client.

People will forget what you did. Client care is one of the most important factors in a business. If you treat your customer right they will come back and often pay a premium for that great service. If you don't provide good service, chances are your customer will not return. If you have a good client care record, your customers are more likely to stay with you when times are bad.

When the economy doesn't look good, clients will shop around for the best deal, but if your organisation has provided them with good service in the past they are more likely to stay with you.

If you encourage your clients to provide feedback on your customer care, your organisation can improve its client care based on recommendations by those who use your service.

This should enable the organisation to sell more if they are basing the service around what the clients want. Finally, if you build up a good client base you can use these customers to test out new products and services with. Forming positive relationships with clients means that you can use these customers rather than forking out on market research to get input to improve your product.