I recently got engaged and have been in the starting phases of planning our wedding. This planning involves a lot of phone calls and meeting with vendors to talk about their products/services. The customer service has run the gamut from incredibly helpful and accommodating to grudgingly answering my questions. I have been surprised by the latter and am amazed that businesses continue to run with such poor customer service. This got me to thinking about the value of good customer service and just how much it adds to your business.\n\nWe are in the business of communications and strategy and every day we work hard for our clients. We always try to give them great service, because we know that good customer service translates into good relationships. If we are a pleasure to work with, clients will remember this and want to work with us again and will hopefully also recommend us to others.\n\nHere are some ways to play well with your clients: \n\n1. Establish clear communication early: Communication is going to make or break your relationship. For any project, it is important to have clear expectations of the outcome of the project so that both you and your client are on the same page. Figure out what is the preferred method of communication with your client, whether it is by phone, email or face-to-face and keep the communication constant and fluid so that there are no questionable gaps of time. Establish a good rapport with your client and get to know them. This can spark future conversations and connections to them which is always value added.\n\n2. Listen: Asking questions and listening to what your client needs, wants, and expects is key. Translating these into captured meeting notes and goals for the project is an effective way to show to your client that you are listening. Don’t be afraid to make sure that what was noted is what they meant or ask for any kind of clarification. It is in the client’s best interest that you have a clear understanding of everything.\n\n3. Delivery: It is our job to know what is expected and also our goal to exceed expectations by delivering great work in a professional and timely manner. Presentation of work should always include your logo and branding, and a thoughtful explanation of the concept and process. It is a nice building block to help the client understand where you are coming from instead of expecting them to understand everything. \n\n\n4. Feedback: Clients feedback varies, sometimes you hit the mark and other times you don’t. In this case, you need to bounce back and not let it bring you down. Talk with your client, accept any criticism they may have and if need be go back to the drawing board with them and try to brainstorm new ideas. Chances are the collaboration will yield a better solution overall. Showing that you are flexible and nimble makes the process less frustrating on both of you\n\n5. Follow up: Sending a thoughtful email or note after meeting someone or finishing a project. It is a good way to stick in people’s minds for future work.