“Good service is good business” ~ Siebel Ad
Customers always expect state of the art support and help when they end up in a flux or a problem. It is more than your duty, as a designer and a professional, to provide that pivotal support to them at the time of need.
Unfortunately, in some cases, as a creator, you might put this support right at the bottom of the pit of priorities. Sometimes this happens unintentionally, and sometimes this happens because we cannot give time to the cause.
However, this form of support is still the key to any freelancer or creator’s success. If you can get the traits in order, then you can easily make a name for yourself—which is vital for your growth and ultimate success.
Just remember, you are 14 times more likely to sell to a current happy client than to a new one.
Therefore, today we are going to focus on a few customer service tips that designers can use to make their lives easier. Keep your writing pad ready!
1. Show your standard to the buyer
Companies, all around, lose nearly 41 billion dollars worth of business because of bad support and service.
Every professional wants to sign new clients, work hard, and deliver up to their expectations. However, it is always in your best interests to highlight your work, the things you do and techniques you apply. Being upfront with your client is one of the best ways to repay the faith that they have put on you.
You must show your buyers your standard by giving them the zest of what handy work you do. Since you are a creator, highlighting your standard will not be that difficult a job. Just going through your portfolio would give your buyers the sniff of what you can do and what is lacking in your work. Moreover, if you are a freelancer or a small firm, you will indeed have some limitations against the very multinational designer houses; there is no need to be embarrassed about it, as you’d be value for money anyway.
This way, your new purchaser can easily decide whether you are up to their standards or not.
2. Use the right tools
80% of service centers believe companies have to change their service approach to meet future needs.
Technology is one of the best aids that you can implement in your client aid systems. Many designers know the value that technology and applications bring to their own work. In turn, freelance digital artists can also use technology to woo in more takers by providing them a much more sophisticated and easy-to-grasp support system. Technology can provide a huge aid to your whole mechanism.
At first, you can use basic aids like E-mailing, Video calling or Co-browsing applications to make sure you and other party is on the same line. If you want to be a bit more sophisticated, then you can use tools like Live Chat.
Live Chat allows your buyers, potential and current, to chat with you or your executives directly over your app or your website. The technology is deemed as one of the best aid tools that designer, or any other professional, can have as it promotes a prompt response to any request.
3. Promise things that you can deliver
80% companies say they deliver quality client service, but only 8% customers agree.
Sometimes to procure a buyer, some creators ‘overrate or over-show’ their own work just to win up some brownie scores.
It is of course in your best interests to highlight your work and other projects in the best light. However, it is always best to show and offer what you can actually deliver. There is no point going over the roof top and promising things that you cannot fulfil later on. This will seriously jeopardise your position later on.
It is in the best interests of both parties that you promise things that you can do. There is no point picking up projects and business you cannot handle in terms of geographical location, scope, level of skill involved, load, timelines, and expertise.
4. Listen to what clients have to say
You are what your customers say you are.
One of the best ways to serve your buyers is by first listening to what he or she has in mind. Yes, it is as simple as this. However, many professionals disregard this and are nonchalant about what the other party has to say.
In order to build trust and a long-term relationship with the party, you both have to communicate. As a creator, you may sprout with ideas but try to listen to what the client has to say. Just hear them out, as they might provide you that key message which would make your case. In addition, hearing out feedback can only improve your future work methodology and process.
5. Keep in touch at all stages
Right from the time you pitch your project to the part where you deliver it, you must always be in constant touch. Clients love it when the professional they hire is sincere and hardworking. They also do not get paranoid during the time you are working on the project. There are several ways to keep in touch but the medium/channel is not the factor here, the intention is.
In addition, if you are hunting for new possibilities then make sure you call them and do a follow up on their request or need on a regular basis. This way, the person would be impressed with your tenacity and your ability to reach out.
Remember, if you want to provide a 5-star service to all your buyers then start giving them the 5-star treatment.
6. Be truthful and honest
“Open, honest communication is the best foundation for any relationship…” ~ Tony Hsieh
Honesty truly is the best policy when you want to provide best support and service to your people. It is vital that you must be transparent and clear about the things you offer and do. A designer has to work hard to produce a unique piece of art and for that, he or she has to apply all the skills and the techniques in his or her repertoire.
If there is any issue, maybe the other party may not understand at first but you also have to remember they are not professional designers. They are just people who want something from you. Just be patient and tell them to trust you and then they might understand what plans you have—and eventually agree with it.
Just lay out your plan honestly, give them a good presentation, and answer all their questions and queries. As it is one of the best ways to charm your future customers.
Customer Service or Support may be a very complex subject to understand or handle, but for creators, it is still a very important part of their work. Thus, we hope these tips would come in handy next time you crack a deal.
Sawaram Suthar is a self-motivated digital marketing consultant and founder at Jagat Media – a digital marketing agency. He helps small & medium and big enterprises to increase their ROI and overall business. Reach him @sawarams or his blog thenextscoop.com
**The views & opinions expressed in this guest post are of the guest author’s and do not necessarily reflect the opinions & views of the Design Roast community as a whole.**