More sales through customer service than cold-calling
One of my writer friends created an article on how to earn six figures writing as a freelancer. Sabah says that keeping her existing customers happy is her primary role. She delivers quality work, on time at the right price, and her business continues to grow.
Reading her article made me appreciate that customer service is something that is required in every profession. When customers are happy, they give you more work and they refer you to others who are looking for the services that you provide.
As a business management consultant, I often try and ask customers for more work, believing in my heart, that I can help them do even better with another service that I offer. Of course, there are times when I cannot help them directly. These are the times I refer other people to help them, those that I know will do a good job and give them what they want.
When I work with companies to help them set their strategic plan, one of the things that I will want to know right away is, what are your existing customers saying about you. This is because I firmly believe if you cannot keep your current customers happy, you shouldn't be out looking for more.
In reality, it is easier to keep an existing customer happy than it is to try and find new customers. This is why companies like Coca Colo offer new products. They have a customer base that is happy with their products. To get deeper penetration they offer new products. Sometimes they acquire new customers but the main push is to sell something else to the existing customer base, and continue to keep them happy.
It is kind of funny when you step back and think about it, but all those people that say money can't make you happy, don't look at business the way I do. Happy businesses make happy customers, that bring in more money. If you focus on making customers happy, your business will grow, and it will bring you happiness (and more money) in return. So the bottom line is to focus on making people happy with the services you provide.
As a freelancer, we have to manage our time wisely. Investing in conversation to define our customer objectives and expectations is time well spent. We can improve the delivery of this discussion using templates and forms, but it is never wise to skip this important step. Payment terms are also things we must discuss to ensure both parties are in agreement with the deliverables.
Providing up front customer service by defining these expectations can help ensure that both you and your customer are thrilled with the end result.
