What do your clients really want?

February 15th, 2012

You know what your clients are doing for you…but, what are you doing for them?

Every business owner should know that every client really wants excellent service. You know…personalized service. Most home-based businesses do not have much direct contact with their potential clients and the initial contact may come through our websites, social media pages, forums, on-line summits, and conferences.

So, how can you show your client that they are special? Give them the kind of personalized service that they need and deserve…and they will remember.

Initial Contact

How you first respond is critical in showing your clients how important they are to you and your business. How quickly do you respond to their email? Are you returning their calls immediately? Are you remembering to let them know you appreciate their inquiry about your services? In addition, do not forget to ask them “How can I help you?” or “What can I do for you?”

Determine the Service Need

In speaking with your client, listen to what they need. Can you provide that service in the time frame that they need? Always try to set a reasonable expectation for your client’s project. Develop an action plan, if needed, that you and your client can use together. An action plan is a plan that is intended to be completed within a definite time period. Some parts of an action plan may include: Needs Analysis, Specific Objective, Working Steps, Schedule, and Budget.

Process their order

Once the service order has been placed, it is very important to meet the agreed upon completion date… Even better to exceed it! If it is a large project, remember to keep in contact with them and give them regular updates so they know that you are on track. This also allows the opportunity for reviewing the project to see if the requirement has remained the same or if there are additional changes. Their projects are important to them and their business. Do what you can to make them feel that way.

Following up with your Client

Remember to, always, follow up with your client. Thank them for using your services and let them know it was a pleasure working with them. This may open up another opportunity to highlight some more of your services. A personal letter or card gives you a chance to send them a few business cards, or brochures, that they can share with others. In addition, it is okay to ask them to share their experience with their colleagues and friends.

You want your business to stand out as a reliable and excellent place to do business with. Make sure your clients feel special and taken care of. Knowing what their needs are gives you an opportunity to shine. Your clients will remember your excellent service and hopefully share their experience with others, which may result in word-of-mouth advertising… which money cannot buy.

“Coming together is a beginning. Keeping together is progress. Working together is success.” ~Henry Ford

 

Happy Spring! And, Spring Cleaning!

April 13th, 2010
“The difference between the impossible and the possible lies in a person’s determination.” ~ Tommy Lasorda

I love Springtime. It’s time to get out and work in the garden, watch baseball games and track meets. It’s time for more bbq’s with friends and family, and wearing my sandles all the time!

Springtime also means cleaning to me, starting fresh. Taxes are done… so all that paperwork that I had pulled out for my tax lady can now be filed away for those 7 years (or maybe it’s only 5 years?). And, I can start fresh with this year’s files. Spring cleaning for your household and/or business paperwork means that you need to organize.

Let’s Get Started… As I set up my new files for the year, this is what I do.

For my files:

1. Alphabetically
2. By subject/topic
3. By date

For my business job book:

1. Phone numbers, addresses, contact information
2. Job task descriptions
3. Any details for specific tasks
4. Correspondence and other samples
5. Helpful information

My cleaning checklist:

1. Check in-baskets and piles every day (Household & Business)
2. At the end of every week, I review each client’s files and emails (Business)
3. At the end of every week, I make my to-do list for the next week (Household & Business)

Try not to be a pack rat and let the paperwork pile up. Set up a specific day to do your filing (hardcopy & electronic) every week, and make sure you do it. And, set up a specific day to review your to-do lists. And, always, keep it simple.

Welcome to the At Your Admin Service blog

January 4th, 2010

Welcome to the At Your Admin Service blog! As a Virtual Assistant (VA), I will be sharing information that I hope will be helpful to your business and/or personal life. Please feel free to join in the conversation. Oh, and Happy New Year!