Boosting Business with Better Client Care
Nov 27, 2024In this episode, Shannon explores how effective client care can significantly boost business success. Drawing from her diverse customer service background, Shannon shares actionable advice on improving client experiences, emphasizing the importance of a clear proposal process, simplifying website navigation, and effectively utilizing client information.
Shannon kicks off by sharing her journey through various customer service roles, from McDonald's to big four firms and the software industry. These experiences have shaped her instinctual approach to client care, much like a fitness professional spotting bad form at the gym. Shannon can effortlessly identify the finer details that contribute to a remarkable client experience.
One of Shannon's major pet peeves is the lack of a clear and timely proposal process. She emphasizes the importance of striking while the iron is hot – clients are most enthusiastic immediately after a call. "I personally hate it when I have to follow up with vendors and service providers about their proposal after a call," she says. Delays in sending proposals can lead to a decline in client interest. Shannon advises being proactive and responsive to enhance the client’s perception and trust in your business.
Another critical area Shannon discusses is website navigation. Using a personal anecdote about trying to find restaurant menus while traveling, she illustrates how a cluttered website can turn potential clients away. Shannon humorously suggests that restaurants should have a single landing page with just their hours and menu, as these are the primary pieces of information customers seek. This advice extends to all businesses: know what your customers need and ensure that information is readily accessible. Websites should be intuitive and customer-centric, offering easily accessible details like service offerings, contact information, and pricing.
Finally, Shannon addresses the often-overlooked aspect of utilizing client information effectively. She underscores the frustration clients feel when asked for the same information multiple times, drawing a parallel with medical office visits where patients repeatedly provide the same details. Instead, she suggests businesses not only collect client information but actually use it. Referencing specific details provided by the customer during interactions can foster a sense of being valued and understood. Mentioning a client's spouse or specific business details in conversation can create a more personalized and respectful interaction.
Shannon advises, "Whenever you're asking for the same information multiple times... it's crucial to listen the first time and leverage that information. This can really become a differentiator." By doing so, businesses can show they value their clients' time and input, leading to stronger, more trusting relationships.
In this episode, Shannon Weinstein offers practical advice on enhancing client care. By implementing a clear proposal process, simplifying website navigation, and effectively utilizing client information, entrepreneurs can significantly boost their business success. Shannon’s insights remind us that exceptional client care is more than just a nice-to-have; it’s a fundamental element that can set a business apart and foster long-term growth. Consistent and thoughtful client care isn’t just beneficial for your clients—it’s a powerful way to build a robust, trustworthy, and thriving business. Tune in to "Keep What You Earn" for more valuable insights and actionable advice to help your business soar.
What you'll hear in this episode:
05:27 Prioritize customers by responding quickly, avoid delays.
09:34 Read information provided before asking repetitive questions.
10:46 Streamline processes to improve customer service experience.
If you like this episode, check out:
Acquire Cheaper and Better Customers (Financial Priority Formula Part 3)
Lowering Your Price to Sell More?
Want to learn more so you can earn more?
CFO Power Session: https://www.keepwhatyouearn.com/power-sessions
Visit keepwhatyouearn.com to dive deeper on our episodes
Visit keepwhatyouearncfo.com to work with Shannon and her team
Watch this episode and more here: https://www.youtube.com/channel/UCMlIuZsrllp1Uc_MlhriLvQ
Connect with Shannon on IG: https://www.instagram.com/shannonkweinstein/
The information contained in this podcast is intended for educational purposes only and is not individual tax advice. Please consult a qualified professional before implementing anything you learn.
