Proactive Customer Service: Creating an Experience Before the Customer Signs Up
If you’re developing a group program of some sort, think about the experience that you’re going to give the members of the group before you ever start. Consider what kind of experience you want them to have throughout the program. As the program begins, how are they welcomed? Throughout the experience are there things that sign makers near me
you want to do for them to help them feel appreciated by you and help them feel in touch with you as the leader of this program? Finally, how do you want to end it? What can you do to end the program so it gives your clients a big “wow.”
You can do this, not only with group programs but for any client that you work with. Take the time to think about it from their perspective. How do you want them to feel working with you? When you take that into consideration, you can create something amazing. Those amazing experiences are the things that wow your clients and cause them to want to work with you again and again and to tell their friends about you.
One thing to consider is the onboarding process. How do you begin the program? Is there a welcome packet that your clients receive in the mail? Is there a personal note from you saying, “Thank you so much for signing up. I can’t wait to work with you.” There may be some documents that you’ve pulled together to help your clients know what to expect when they’re working with you. You could also send a small welcome gift that represents the process and the program that they’re going to be doing with you.
Now, as a program goes along, depending on how long it is, things can fall into a rut. You may notice the enthusiasm of the group starts to wane after a while. You can plan for this and counteract it by including a variety of items to re-energize your clients at specific intervals in the program. You can implement small things, as simple as sending a card in the mail. Sending a special little gift that might cost only five dollars will still surprise and delight your clients and bring a new energy to the work that you are doing. Find a way to stay in touch with your clients and let them know you’re thinking about them, they are important to you and they are valued by you.