I used to get these super cheap haircuts, but I dreaded going to the salon, because not ONE hair dresser ever smiled at me. I’d walk in, avoid eye-contact with everyone, sit in the chair they’d direct me to, and just keep my head down until it was all over.
I looked OK. I never had to pay more than $25, but did I love going? No.
Did I continue going back after 3 visits to this salon? Nope.
Did I find a slightly more expensive salon, but felt like a million bucks coming in and walking out? Yup.
What kind of brand experience are you offering your clients? Are they getting the best service and quality and coming back to feel like a million bucks? They’d better be if you’re hoping to stand out from the competition! Ultimately, you want your clients to have such a great experience working with you that they’ll not only tell all they’re friends, but return for more of what you have to offer! There’s no better customer than a repeat customer!
Here are some tips to keep in mind to gain your client’s trust and loyalty, and you can watch me break these tips down on IGTV:
- Discount/Bundle your services. I offer first-time clients a percentage off their invoice, and bulk discounts are offered when multiple services are needed. When a client approaches me to quote a website, logo design, and social media images, you bet they’re gonna be saving money! Having a client purchase multiple items or services from you is equal to 1-3 more customers! Give them a fair price that lets them know their business is appreciated.
- Make the client feel like they’re involved in the process. I know that fear of going down the rabbit hole when giving clients too many options! If you set up clients to choose “either this or that”, and have only 2 designs to choose from, it will make them feel like they’ve been a part of the decision making process, and you’ll get to a final draft faster. (Hallelujah!)
- Stay positive. Clients will be stressed. They will cry to you that they need to sell more, need a better brand presence, and that they are not creative, so they need you to work your magic. Smile when you talk on the phone; people can HEAR a smile. Assure them that they will be fine, and you will take the creative wheel so that they can focus on other aspects of their business. Allow them to feel safe and in good hands.
- Don’t be afraid to apologize. If the wrong file is sent to print or something was not communicated properly, take ownership, (even if it means deducting your pay to cover your mishap!) and move on. I’ve been there. It’s kinda embarrassing, but it builds trust, and it’s the right thing to do.
- Respond to DMs…and emails…and WhatsApp’s…and be present. When clients are ignored or don’t get a timely response it makes them nervous and they will question working with you. Make your office hours clear, let them know when you can be reached, and respond (within healthy boundaries. Don’t be that sucker who answers emails at 11 p.m.!)
- Educate your customers. If a client recommends that you create a logo using colors that don’t work together, rather than shoot down their idea, try “How about these shades instead, because they’re more balanced than these shades you chose…” I like to use visual examples to support my suggestions. Bear in mind that some people are visual, and an idea in their head doesn’t actually seem horrible to them until they’ve seen it in action.
At the end of the day (or project, rather,), you want your client to feel valued, important, and taken care of. That is part of your brand experience.
There are plenty more examples of customer service that help gain client loyalty. I’d love to hear what’s worked for you, so let me know!