So often, we put all of our focus on how to get the client (marketing, the sales process, the discovery call, closing the sale) and forget that what we do AFTER we get the client is just as important.
You see, before becoming an entrepreneur I got REALLY good at pampering my clients. And yes, pampering can certainly include gifts but what I’m talking about here is something way more impactful and lasting. Prior to this biz, I spent 8 years traveling the US producing high-end corporate events (+ a few celebrity ones too!). Much of my time in that industry was spent serving VIP clients (both CEOs and celebs alike) and arranging seamless events from the second they stepped off the airplane. What I learned in those years is this: it’s not what you do, it’s how you do it.
Here’s an example:
I could craft up a perfect event for a client. A 500 person sales meeting that goes off without a hitch, the perfect closing reception that leaves the guests on a high note and the company morale wildly high as they go into a new quarter with new (BIG) sales goals.
But, if I don’t pamper my client...don’t pay attention to her needs, likes, preferences, don’t act appreciative for her business and forget that instead of looking at the event as an exchange of money for time it’s actually an opportunity to serve and become personally invested in the outcome...I’ll still have a successful event but I will not have created a raving fan.
And yall...raving fans are the best thing for your business. Why? Well because selfishly, who doesn’t want to feel like the work they’re doing is being noticed and appreciated but also because raving fans are FREE MARKETING and referrals are the easiest way to get more clients. Raving fans want nothing more than to tell their friends about you because obviously...you’re the best of the best. Creating raving fans is how I build my first VA business to 10K months and to be consistently booked solid with a waiting list.
Now let’s relate this to online business:
Say you’re a Virtual Assistant. You’re helping your client through a HUGE launch and everything goes well. The product sells better than champagne on New Years and your client is pleased. But you missed the mark because while you did the work on time, there was no sparkle. You treated your client like the work she gave you were tasks waiting to be checked off a to-do list instead of pieces of a collaborative puzzle where you were given the opportunity to show up with all of you and contribute to the team.
See the difference?
Pampering clients is providing a massively high level of client service and it’s what will set you apart from your competition and fill your roster EVERY.SINGLE.TIME.
Need more actionable steps? I’ve got your back sister. Here are 3 ways you can up your client service game and start pampering your client quicker than I can get my tush to the mall for a Lululemon sale.
# 1 BE A TRUE PART OF HER TEAM
The easiest way to think about this is: are you showing up for your client and her team the way you’d want someone to show up for yours?
When you’re on calls, BE ON THE CALL. Don’t check your phone, email, etc. Show up each day with a positive attitude, give her your best and do what you’d want someone on your team to do for you.
#2 ACTUALLY CARE ABOUT HER BUSINESS
When I was still taking on OBM clients I had a rule: if I didn’t believe in a business I wouldn’t take them on as a client. Why? Because if don’t believe in the work that person is doing in the world it’s going to be reallllly hard to crank out work and the energy I’m bringing to the work will be crap.
Take on clients that whose work you believe in and then TELL THEM THAT! Tell your client why you love what she’s doing. Read her blog posts and social media content. Get connected to her brand so that you put care into the work you’re doing.
# 3 TAKE INITIATIVE
Y’all this one is HUGE! It can take a minute to get used to your client’s needs and preferences and being open and willing to change things up to meet her desires will absolutely help to create a pampered client who turns into a raving fan. If you notice something that isn’t working, suggest a way to fix it. Take the initiative and pay attention. This is something a large percentage of team members don’t do and will set you apart. Remember, clients don’t want taskrabbits, they want people with brains who show up :).
Ok, now tell me! What been your favorite way to pamper clients OR to be pampered as a client?
Sara Wiles is an Online Business Mentor for done-for-you service providers. She helps Virtual Assistants, Online Business Managers and Social Media Managers go from frazzled to focused, stark to sold out and bewildered to balanced.
Through her unique, personal mentoring style she supports her clients through confidence building, clarity gaining, mindset managing and massive action taking.
She spent 8 years traveling the US producing high-end corporate (and a few celebrity) events before becoming an entrepreneur. After just 4 weeks of starting her business, she filled her roster, replaced her 9-5 income and brought on a team. Sara is also a wife, mama, dog mama, exercise enthusiast, champagne connoisseur and four-letter word addict.
Click here to book a free call to talk more about your business goals and to see if mentoring would be a fit to help you achieve those dreams.