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Client satisfaction starts with meeting or beating the
contractual obligations of the relationship. There are also some
intangibles that can help you to over deliver to a client.
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Most consultants I've talked to don't spend any time trying to
recover inactive clients and it's a big mistake. We tend to magnify
the problem we had or just want to move on, but sometimes a simple
apology and offering to make things right will bring you back a
client worth thousands of dollars in billing.
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Referrals
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You need to determine what the value of a customer is to your
company. Answer the following questions:
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Do you ever wonder how people search for things on the Internet?
What if you knew exactly what words they typed when using a search
engine? If you're marketing a product or service it's extremely
insightful to know what are the most popular search terms relating
to whatever you're marketing.
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What if you were able to have access to your competitor's web
statistics? What if you knew how much traffic they had, the average
number of page views, what other sites their visitors went to? What
if you could tell how successful a campaign was or if their recent
press release had any impact? Would that be a strategic
advantage?
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Landing a new client is like courting a potential spouse. The
first date is usually a make or break situation and if the door is
still open, the work has just begun. Like dating, you’d better give
your prospect a pretty good reason to meet with you again, because
there is usually more than one suitor.
