Wowing your clients

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If you’re in the business that provides any kind of IT services to external clients, then you need to ‘wow’ them. This is how you can differentiate yourself from your competitors. Let me give you an example, and that’s ‘surprise visits’. Basically, there are 2 ways of handling your clients.

The first is to just simply wait for them to call. Whether it’s the client wanting to purchase new equipment, or reporting a trouble, you’re essentially waiting for them to contact you and then you respond. There is nothing inherently wrong with this method, but it does rely on your clients making that effort to contact you.

The second method adds in random ‘surprise visits’. Every so often (usually every few weeks), I’ll go and visit my clients without them having asked me to show up. I walk in, usually to a bit of surprise by staff, and just ask how things are going, if there’s any issues, etc. Let me tell you, at least 80% of the time, someone has a question or an issue. Very often, if a problem or issue is not significant, your clients won’t call you just for it. They’ll let those small issues pile up and accumulate, and then give them to you all at once. That said, if they’re able to have that issue resolved without even having to make the effort to call you, you have no idea how far that goes in terms of appreciation and client loyalty. Think about it how the will feel when you randomly stop by to do a ‘temperature check’. They will recognize that you actually care about them as a client, instead of being a run of the mill contractor who shows up when called and then isn’t seen again until they’re called again.

There are different ways to describe how to about this attitude, but the way I’ve described it to our staff in my company, is that you need to act like you’re an employee of your client’s organization. Treat our client’s staff as your own co-workers, not as just another customer. If you can build that personal rapport with your clients, you will be able to gain true client loyalty, and even better, your clients will be impressed to the point where they will generate business for you by word of mouth. People actually will go out and tell others “hey you know, we use these guys XYZ Computers Inc. and they’re awesome, they show up to check on us, they actually care about their customers!” if you’re able to ‘wow’ them. But in order to ‘wow’ your clients, you need to provide a service that surpasses their expectations. Surprise visits is one method of going about this, but certainly isn’t and shouldn’t be the only one that you focus on.

Remember, there are always competitors waiting to take your clients (or in some cases, actively trying to take your clients). You need to make sure that your level of service surpasses your client’s expectations and doesn’t leave any reason for them to want to switch providers.


Martin Lehner

Martin Lehner is an technology professional working for an IT services firm in Whitehorse, Yukon (Canada). He has been working in the technology field for over a decade. With a degree in Business Admin and numerous industry certifications, Martin leads a team of IT professionals that provide third party support for clients. Originally starting a company to offer web development services, Martin quickly realized that clients wanted the entire spectrum of technology services. When Martin is not at work (which is not often, since his company offers 24/7 support), he is busy at home spending time with his family.

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