Providing exceptional service to clients is essential for any business that wants to stand out from the competition. As a service provider, you have a tremendous opportunity to create raving fans by consistently exceeding expectations. This article explores strategies and mindsets for deliveringstandout service that delights clients and leads to referrals and repeat business.
Why Standout Service Matters
Delivering exceptional service has numerous benefits:
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Increased customer loyalty: Clients who receive outstanding service are much more likely to continue doing business with you and refer others.
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Improved reputation: Word-of-mouth referrals about your fantastic service will enhance your reputation and attract new clients.
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Higher profits: Loyal, satisfied clients spend more money and cost less to serve over the long-term.
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Competitive differentiation: When you wow customers, you stand out from competitors who merely meet expectations.
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Greater employee satisfaction: Serving clients exceptionally creates a positive, engaging work environment.
Clearly, the rewards of providing standout service make it a worthwhile investment. But what exactly does “wow” service look like?
Characteristics of Standout Service
Exceptional service exhibits certain consistent attributes:
Proactive
- Don’t wait for clients to ask for something – anticipate their needs and take initiative. Follow up proactively and make recommendations tailored to them.
Responsive
- Be readily available and respond quickly to all inquiries. Set clear expectations about response times and then exceed them.
Friendly
- Greet clients warmly and interact in a sincere, helpful manner. Get to know them personally and show genuine interest.
Knowledgeable
- Take the time to fully understand clients’ needs and have expert knowledge to address them. Offer insights they may not have considered.
Reliable
- Deliver consistently on promises and commitments. Follow through fully on every project.
Attentive
- Listen attentively to clients, ask questions, and clarify details to ensure complete understanding.
Customized
- Personalize offerings and recommendations to fit each client’s specific needs, priorities and preferences. Don’t take a one-size-fits-all approach.
Flexible
- Accommodate reasonable requests and make exceptions when appropriate to satisfy clients. Bend over backwards for them.
Appreciative
- Find sincere ways to show gratitude for clients’ business. Thank them for opportunities to be of service.
Adopting a Standout Service Mindset
Delivering exceptional service requires adopting the right mindset. Here are tips for getting in the right service headspace:
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View clients as VIPs worthy of special treatment. Imagine they’re guests in your home.
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Focus completely on clients and their needs during interactions – don’t multi-task. Give them your full attention.
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Value client satisfaction as your top priority – sometimes even over company policies.
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Take ownership personally for ensuring clients have a positive experience.
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Act with urgency and purpose to deliver quick, efficient service.
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Approach interactions with genuine warmth and care – don’t be robotic.
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Have empathy for clients’ perspectives and needs. Put yourself in their shoes.
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Default to yes – look for ways to accommodate requests rather than saying no.
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Be patient and gracious with clients, even if they’re frustrated. Kill them with kindness.
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Smile and stay positive – let your passion for great service shine through.
Going the Extra Mile
Here are impactful ways to take your service to the next level by exceeding expectations:
Follow Up Proactively
- Check in periodically to ask if they need anything. Don’t wait for them to call you.
Provide Free Value-Adds
- Include extras or perks for free just to surprise and delight them.
Resolve Issues Quickly
- For any problems that occur, fix them immediately without hesitation.
Make Custom Recommendations
- Suggest new products/services you think match their needs & interests.
Learn Their Preferences
- Note details like favorite food, drink, hobbies to personalize interactions.
Celebrate Special Occasions
- Wish them well on birthdays, work anniversaries, or milestones. Send a small gift.
Offer Access to Special Perks
- Provide VIP access to exclusive sales, events, or experiences.
Share Valuable Information
- Send relevant articles, tips, or ideas you think would interest them.
The above tactics demonstrate you care about clients as people, not just transactions. But ultimately, exceptional service stems from a genuine desire to improve people’s lives. When you consistently wow clients, success will surely follow.
