Making the Client Number One!
Tuesday, September 30th, 2008
Everyday as a business professional you try to take care of the clients who make or break you first, then the people, who someday, you want as a permanent client second. Being in a technological field, that is not always well understood by the average client - can be challenging on a daily basis. The fact that they do not always understand, makes it all that more difficult to explain why they are having problems, and what you are doing to remedy them. Technology has grown so tremendously that people depend on it to function on a daily basis - so when there is a problem - each client feels they are just as important as the next one.
As Solution Providers you become somewhat of a clown juggling all your clients in one day, in hopes that you make each one happy by catching their problems and not allowing one fall to the ground. Time management and problem solving become very important parts of your daily routine. So the balancing act begins. How do you make sure that you are making each client feel like they are number 1?
1. Make sure when a problem is reported that you listen intently, record properly and make sure the customer is aware that you want to take care of their problem in a timely manner.
2. Have a software program such as Sugar CRM - to manage case history for clients so you are aware of recurring issues and to make other employees aware what has been preformed at client sites before.
3. Make a daily list of issues and prioritize them by importance ie. server issues, email issues etc.
4. Communicate with your client every step of the way so they are aware of your progress on their issue.
5. Solve client problems and suggest solutions to prevent same issue from happening in the future.
6. Follow up with customer to make sure issue was resolved completely.
For more information on client management and software programs such as Sugar CRM, please contact us at info@ccwis.com. Business Solutions and Computer Connections of Wisconsin is a licensed reseller of Sugar CRM and is willing to help you organize you client base today.
