Client satisfaction is arguably the most important part of running a business. Finding your WOW factor can be a bit tricky, but once you do, you’ll know it.
Your clients will be happy, they’ll be thrilled to keep working with you. You’ll find they’re excited to refer others to your services and offerings. And they’ll be singing your praises all over Facebook, Twitter and LinkedIn.
Over Doing the WOW Factor
However, what happens when you make promises you can’t keep? How do you create a balance between a manageable task list and/or priorities while still maintaining the high expectations of clients? Ultimately turning them into repeat customers?
So often it’s easy to accept every request and task during the initial strategy sessions and planning conversations with a
“Sure! We can take care of that for you!”
“Yeah, we have time to handle all of those things!”
“Absolutely, we’ll make it happen!”
Then, when it’s time to begin the work, you realize you’ve bitten off more than you can chew.
There’s that initial moment of panic when you realize parts of your agreement might require extra training or a skill that you haven’t mastered.
Maybe you realize the time commitment you quoted doesn’t give adequate time to finish the job.
Or worse yet – you realize that completing the services will inevitably cut into your family time or weekend down-time.
Wow Factor Surprise
To exceed my clients’ expectations and honor our outlined agreement, I use the philosophy of under promising and over delivering – boosting the WOW Factor.
When priority tasks and client expectations are aligned with my time frame and availability, I can identify ways to increase value and provide bonus services or resources to wow clients without over-extending myself or my team.
After all, people love getting something for free – especially when they aren’t expecting it!
10 Tips for ramping up the WOW Factor in your business.
- After a coaching call, offer a free 20 minute check-in session to keep your client on track with their goals.
- If you’re a copywriter, throw in a small additional piece of content that wasn’t outlined in your project agreement – especially if you accidentally uncovered it while crafting your content pieces.
- Graphic Designers – create a branded PDF template they can re-use for future eBooks or deliverables.
- VAs – send a list of recommendations for tools, programs, or apps that will help your clients save time and boost productivity.
- Photographers – include a complimentary sheet of 4×6 prints along with an 8×10 order for your client to share with friends and family members.
- Mail a handwritten thank you card after completing a client project.
- Make note of special days like birthdays or anniversaries and send a small gift to clients.
- Send one of your favorite books to clients when they sign on to work with you
- Share your clients’ success or new offerings to your social media channels
- When clients refer you to others, graciously let them know how much you appreciate their recommendation