It is important in all industries to maintain good, healthy relationships and that includes the debt recovery industry. Growth, sustainable revenue and custom come from loyal clients and positive word of mouth.
Clients that feel valued are the type of clients who are more likely to purchase additional products or services, become repeat customers, to accept price increases and to recommend your services. These types of clients are developed; they don’t just come along by chance. You can be provide a good service and meet all of their expectations but still be left with a client that is feeling unhappy with their experience and spreading negative word of mouth about your company.
Every client is different and so it is difficult to explain in definitive terms how to please your customers, but it is vital to create a superior client experience. There are a range of interactions that you have with your clients, even continuing after the point of purchase. A client will make a decision about your service from the moment that they set eyes on your website, flyer or social media page.
At Commercial Domestic Investigations, we know what it takes for your business to be successful, from a reliable cash-flow to good marketing and we understand that customer relationships influence all aspects of your business, so we wanted to share some tips on improving your client experience.
Ask the right questions
All clients are different and there is not a “one size fits all” approach to client satisfaction, so take the time to speak with your customers. Find out how often they want to be updated, how do they prefer to be contacted, do they have certain times they prefer to be contacted? Although it will become impossible to constantly satisfy every customer’s wants and needs they will appreciate the effort and time taken to understand their requirements.
There is no point asking all of these questions if you don’t listen to the answers and begin to implement them. The client will always tell you what they want, whether it is verbally or, more subtly, through body language and tone of voice. Small communication errors with a client, or within your team, can lead to a poor customer experience.
Strengthen your relationship
Take the time to connect with your clients throughout the year, beyond your provision of products or services. Relationships do not sustain themselves, they need cultivation. Your clients will appreciate the effort and genuine concern that you have for them so don’t forget to spend time building these relationships.
Ask for feedback
The easiest way to find out how you are doing is to ask for feedback, but it is only useful if you take the action of any criticism you receive, this way your clients know that you are listening. Positive feedback is the most credible marketing tool that you have at your disposal, make the most of it and you can use it to attract new business.
At Commercial Domestic Investigations we know how many tasks that you have to take care of. It can be difficult to pay attention to the more mundane tasks, like credit control and invoice collection, that’s where we come in. Allow us take care of the more time consuming debt recovery, this gives you the time to focus on building and maintaining relationships. If you want to discuss your debt recovery needs with our professional and friendly team, contact us on 08444 159200 or email firstname.lastname@example.org.