Discover five ways to make sure your clients are happy and become raving fans:
1. Pre-frame your promises
2. Add a disclaimer
3. Have a money-back guarantee
4. Work until you get the promised results
5. Over-deliver and under-promise
At minute 5.02 there is a small spelling mistake (oops!). Apologies for that.
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Franziska Iseli Hall: Hi and welcome back!
Christo Hall: Hi guys!
Franziska Iseli Hall: In this videotape we have some really great tips for you guys. And how we came about these tips is that I workshopped, I think it was last week or the week before. We had a lady and we were talking about client retention strategies. And she said she had a really good question and what she said is, “What do I do if I had a client or a customer that comes and says, “Hey, I didn’t really get the results that you promised.” And so, do you know what, that’s a great question and unfortunately it can happen that customers are not just very happy or not satisfied because they didn’t get the results that they got promised. So we came up with 5 key points.
Christo Hall: Yeah. It’s all very typical… We all want to have happy clients, of course, but it’s to avoid anyone coming back.
Franziska Iseli Hall: So the first one is you can pre-frame your promises. So how do you do that? I’ll give you a practical example. If someone offers search engine optimizations strategies or services to someone to get the website ranking higher, instead of saying, “You’re going to rank on page 1 after 1 day or 2 days.”, if you’re not sure about these results, just pre-frame your promises for your clients and say, “Look, usually, we get these results but sometimes, depending on your situation, it can be a little bit different.” So just be completely honest and pre-frame that usually this is what they can expect, usually these results come about, sometimes given different circumstances, it doesn’t happen like that, so just pre-frame.
Christo Hall: Yeah. Now the second plan you could do is just to add a disclaimer. Make it clear on your product, or on your service, or on your agreements; what you do provide and if there is potential like, say, SEO results that it might not be page 1 in 3 days, then have it as part of the disclaimer. Just so that it reads clear for the people that want to read all that data. Some people just want to go with you but wiser ones will read all those details and look into that stuff; that information is there for them.
Franziska Iseli Hall: Number 3 is you can add a money-back guarantee if it’s standard before your business. So if you believe that you always get the result, and a lot of you do, a lot of you always get the results, we think that we do, so a money-back guarantee is very marketable. People kind of have this peace of mind if they know, “If I don’t get the results, I get my money back.” Now the other thing that it does, if you have a money-back guarantee is it makes you work harder because you don‘t want to give him the money back so it just makes you work harder to get the results that you promised them.
Christo Hall: Number 4, was that number 4? I lost count. So number 4 is work with them until you get the results. Quite simple… If you work with somebody and just stick with them until they get the result. If they didn’t get the result initially, help them, assist them depending on their concerns, of course, and what you offer has to be working with your business. It has to be really strong so you’re not shooting yourself in the foot. But you work with them so they get the results, stick with them, keep giving them tips. Keep giving them extra service. Sometimes all it might take is an extra phone call that takes you a couple of minutes, or 5-10 minutes to do, and you end up with a really happy client. They then go on and tell their friends… So there’s just an option. Just follow up and make sure that things are working for them.
Franziska Iseli Hall: And number 5, quite easily frankly said, is over-deliver and under-promise. I just had to think of switching them around.
Christo Hall: Switching them around.
Franziska Iseli Hall: So you over-deliver and under-promise. So under-promise and over-deliver. So how do you do that? If you are a graphic designer and you promised someone that the stuff is ready by Wednesday, get it to them on Tuesday. That’s one way of doing it… So promise less than you can achieve; under-promise and over-deliver always works. And if you can really get those things right and you can have great client retention, it’s your best marketing tool because as you know, returning customers are cheaper than trying to go and get new customers. So look after your guys and be awesome.
Christo Hall: Yeah. So if you loved this tip, feel free to share it with everybody out there. Share it with your friends and it‘s also good to share it with friends who can jump to our subscriber list with Basic Bananas. I want to share if a lot of you can post or talk in a post on how you can ensure happy clients for your business. So we’d love to hear it. It’s a good opportunity for a little bit of self-promotion there, too.. So go for it.
Franziska Iseli Hall: If you like this video, please share it on your social media and that works! You can share it on Facebook, on Twitter, on Google Plus. If you even like to be there below, and also please leave us a comment below, just so you help us spread the love and share it with your friends and family. Thank you so much.
Christo Hall: Yes. And if you would like more marketing tips and tricks for small business, go to basicbananas.com and leave your name and email address and we will definitely send you some cool stuff.