Having a small business can be tough, because you have some odds stacked against you. Even if there is a potentially huge market to tap into, there is a lot of fish in the ocean - and it’s your job to find out what your strengths and weaknesses are in order to pave your way into the future. But still, you are doing things right. You got all the way to this point, already!
You already know customer satisfaction is the key, and that this is the biggest factor that will make or break your firm. And in order to enhance your business, this is the area you need to focus in, so here are the things you might already be doing - the ones that really make a difference in the end.
Your Service Is Better
You are offering a service unlike any other - a valuable one that no one else could. This is of great interest to the customer, and can make you the most dominant player in your area. If you are specialized, even, you get to raise your prices accordingly. You are unique, and that matters.
Your Offers Are Unbeatable
You have offers no one else can match. For example, you could offer hefty discounts to clients that refer new clients - this can seriously expand your clientbase in the long term. Do not think short term, you are in for the long run.
You Are A Problem Solver
The clients feel at ease after working with you, they know they can trust you. Put a focus on communicating this fact, how you can exactly provide answers. Not even all the money in the world can buy the peace of mind you can provide with the right attitude.
You Communicate Something Of Value
Being good is important, but communicating that is even more so. You make sure potential customers know what you do, and what your area of expertise is. If you make sure your clients understand how you operate, all you have to do is to make sure the message gets around.
You Are Unique
You throw your client a bone, and offer an extra - from serving your clients some coffee to even having their car detailed when they come in, you work within your possibilities. You make your service not just a service, but an experience, and word of mouth will do wonders for you.
You Offer Guarantees
Your services are the best, you know it, and so do your clients - so you get away with offering insanely strong guarantees. This might be scary - but if you are sure enough, boldly announce that you can ensure an outcome and see what happens.
You Have The Best Customer Service
The key to growth is always customer service. You can have a system in place that can provide responses and are available. A great way to do this is to have a phone answering service that ensures your clients do not need to speak with machines.
You Cover Your Competition’s Deficiencies
Your service can take advantage of the holes in other competitor’s offerings. When they fail at something, be sure to grab onto that, and solve the problem to differentiate yourself. You could even collaborate and get extra referrals from them.
You Understand Your Clients
When you look at your clients list, patterns emerge. If you can identify these, and get to know them, you can better attend to them and their needs. An easy example would be offering bilingual answering services if you live in an area with many non-native English speakers.
You're Able To Convey The Difference
If your strategies are set, then you can promote and communicate what is so special about what you do - and you should center your advertising efforts in communicating this.
You Actually Return Emails & Calls Promptly
A lot of people think the age of emails is over - but you know better than to assume. Do not miss on opportunities because you didn’t check your mail. Good thing you are returning all of them within one or two days, right?
You Have A Phone Answering Service
This shouldn't be a surprise coming from us, but having an actual, living and breathing person on the other side of the line is a huge differential. Clients sometimes have urgent needs, and no matter how busy you are, they need an answer or at least to make sure their call does not get lost in limbo. The idea is to show your customer how important they are.
You Are Confident
You are a people person. You are able to look people in the eye, introduce yourself, and give them a firm handshake when first meeting them. You are also part of the service you offer, so the customer actually liking you is a huge plus.
You Understand The Customer’s Needs And Priorities
A job in a law firm does not usually get completed in one day, and you understand that. Every long project requires proper preparation, and you are making sure to get priorities straight. Part of this is listening sincerely and asking clarifying questions. It is important, especially in early meeting, to listen more than you talk so you understand. Clarify when needed, but be respectful and careful.
You Can Keep Your Word
Being confident is important, and we have gone over how you are properly selling yourself - but even more important is to deliver on those words. An emergency is the only reason a deadline should be missed.
You Keep It Classy
You offer a service, not excuses. You realize how unprofessional it looks when you are flirty, or do not take something seriously enough. Not only that, but you also do not come up with excuses if you are understaffed.
You Have Your Client’s Interest In Mind
Besides solving the problem, you also provide ways so they can always get the best possible outcome, no matter what they are doing. Getting someone a better deal than they were expecting is huge, and ensures they will come back to you whatever happens next.
You Think Long Term
That means you know when to go slow and do not attempt to up-sell. You respect your client, and realize the best deals come from long-term relationships where both parts want to keep working together - especially if there will be forthcoming opportunities.