Want repeat business and referrals? Show your clients some love and appreciation.

Have you ever done business with a person or business and the feeling or experience you had with them was just so-so? There was nothing special about it and you didn’t really feel like they appreciated your business. When we have these types of experiences, there’s a good chance we won’t stay loyal to that business.

Sometimes as business owners, we may think that as long as we deliver the work and get the job done, we’re good. We can check off that client, forget about them, and move on to the next client. There’s a better way. Let’s really take the time to love on our clients and connect with them instead of only seeing them as our next paycheck. People remember how you make them feel more than what you say or do.

Great businesses and brands focus on delivering an excellent customer experience. Go above and beyond for your clients and exceed their expectations.

Here are a few extra steps we can take to go above and beyond and get repeat business and referrals.

Refine all touchpoints a client has with you

Refine your client experience from the first initial inquiry to the last day of their project. Are you responsive to their emails and requests? Make sure to reply to initial inquiries and client emails within 24-48 hours. It’s better to do it within 24 hours. Send new clients a personalized welcome email that sets a positive tone for the project. Do you keep an open line of communication during the project? Make sure to communicate project status updates through email and/or weekly meetings. Stay in tune with your client’s needs and make sure they approve project milestones along the way. 

Organize your processes

Make sure you stay organized in your processes. If you aren’t, your clients will feel it and lose trust that you can handle the project. For more tips on staying organized check out Eliminate Burnout and Get Organized In Your Business.

Get their feedback

During the project and also after the project, check in with your client and get their feedback to see how they are feeling. Client feedback is so important because once we know how our clients are feeling, it will help us to refine our processes and deliver an excellent experience. You can automate your feedback by sending them a quick feedback form to fill out. I use Typeform, which is great.  Google forms is also another option.

Check in sporadically and nurture them after the project is complete

Once the project is complete, follow up and keep in contact with them to see how everything is going. Ask them if they’ve run into any obstacles or pain points and ask them how you can support them in their business. This shows your clients that you genuinely care about them. This helps you to also understand your client’s journey. You’ll also find new ways to offer additional solutions to support them. You decide how often you want to check in. Maybe it is once a quarter or twice a year. Staying in touch will keep you at the top of their minds when it’s time to refer someone to you.

Remember their birthday

Remember your clients on their birthday. You can set up automated emails that go out to clients on their birthday. You’ll be surprised how much they appreciate it.

Love is a key ingredient when it comes to business. Love is patient and kind. It is not rude or self-seeking. It is not easily angered. Love keeps no records of wrongs and rejoices in the truth. 1st Corinthians 13

When your clients feel valued, appreciated, and loved, you build customer loyalty and trust. You’ll also find that repeat business and referrals will soon follow.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou 

How do you show your clients love? I’d love to hear from you!