Has the Internet and Social Media rendered traditional client service or customer service dead?
I’m talking about—a client walks into your business, you sell them something, they pay, and then you keep in touch to earn the next sale.
In today’s Social world, things are different. Clients have access to all kinds of information about your business including how you talk to clients through your Facebook and Instagram accounts. In fact, prospective clients have probably already formed expectations about how they’ll be treated before they even step foot into your business. Or don’t even give you a second look after they do their research!
But while technology has changed the way we approach client service, there are some things that apps and the Internet can’t replace—things like greeting clients by name, smiling, and writing thank you notes. These traditional, (eek, old fashioned!) practices can go a long way in distinguishing your client experience from your competitors’.
Join the conversation about how to excel at client service in our fast-paced inter-connected business world and listen to the latest She’s On Her Toes podcast here.
To help you create the best client service and client experience in your own business, I’ve compiled a list of my favorite business books on the subject …
The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue ($16.83): If you own a fitness studio, or any membership-based business, buy this book … now! If you don’t current offer membership options at your business, buy this book … now! Creating “members” rather than clients is important when thinking about the “customer for life” concept. My copy of this book is marked up, dog-eared, and well-read. I keep going back to it all the time when building my business.
Never Lose A Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days ($20.80): One of the questions this book poses is “How big would your company be if you still did business with every customer you ever worked with in the past?” Holy sh$t. Um yeah. Customer retention is the single most important thing your business needs to focus on, yet we often spend the majority of our time and money on client acquisition instead. Author, Joey Coleman discusses how you have 100 days to keep a customer for life and the 8 phases of this timeline. The book walks you through all 8 phases and shows you how to implement them in your own business. Pure gold.
Think and Grow Rich for Women ($14.66): I really enjoyed hearing Sharon Lechter speak and her book was just as insightful. When Napoleon Hill wrote Think and Grow Rich in 1937, he included 13 Steps to Success—but at that time all the major business minds and heads of companies were men. Sharon goes through each of the 13 Steps and applies them to the lives of modern women. Sharon’s message is that as women in business, we either sell or we serve. As in taking the time to understand our clients and serve them to the best that we can using the best means that we can help them out. I love her concept of living “one big life” instead of trying to find the elusive “work-life balance” that never quite seems attainable. A must-read!
I’ve used teachings from all three of these books and incorporated them into the client service and client experience at my studios. I’d love to hear if they bring you value as well. Email at [email protected] or comment below to share.