Written By: Summer E. Poletti, Director of Client Relations
The financial services business is a competitive one. Clients have many options and if you can't offer them the best price and the best service, you may find them looking elsewhere or opting to do in-house ACH and payroll processing in an attempt to save money.
You may provide the best ACH outsourcing solutions, have a full host of ancillary services and save your clients time and money by eliminating their penalties and interest. But sometimes, being the best just isn't good enough, especially in today's competitive market.
Following, please find a short list of things we have found clients love to hear. Throw them into your client services bag of tricks and turn your clients into raving fans.
1. Great Idea – Everyone likes to
feel as though they are making an impact and clients are no different. Listen
to them, they may be able to help you improve systems, products, service, etc.
If you implement a client’s idea, be sure to let them know, they will be
thrilled.
2. We have taken steps to
ensure ________ won’t happen again – No matter how loud they complain or how
many choice words they may use, most clients just want the same things… a
solution and some insurance they won’t be having this conversation with you
next month. When presenting a solution, do not underestimate the importance of
letting them know what you have or will be doing in order to ensure the problem
will not occur in the future.
3. Options – In the chaos of the
average business day, we all feel like we want to have a little control. Give
your clients 2 or 3 options, especially when resolving a conflict. They will be
more willing to accept your solution if it is the one they chose.
4. Your voice – In our modern era
where everyone is trying to cram 16 hours of work into a 12-hour day, it can be
all too tempting to just shoot off a quick email. Don’t forget that good
customer service is all about relationship building; take a few minutes and
pick up the phone.
5. Thank You – It goes without saying that the thing clients want to hear
most of all is “thank you”. They know they pay your bills and just want you to
recognize that every once in a while. In addition to thanking your happy
clients when they refer business to you, don’t forget to thank a client who
complains. At least the complaining client is giving you the opportunity to
make a change and save his business, rather than the client who leaves
silently.
As your chosen ACH processor, we'll try to adhere to these simple rules and make you feel special and appreciated every day.
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