Delivering Exceptional Service
Consider this scenario. You are hired to design and develop a new website for a client. The client likes the design, and the pages you develop use the latest in responsive design, resulting in a website that works wonderfully across browsers and devices. The e-commerce features of the new website help the client significantly increase their online sales, and the entire project is delivered on time and on budget.
Now, is this “exceptional” client service?
I don’t think it is.
When the client hired you, they expected that you would design and develop a great website. They also expected it would be done according to the timeline and budget set during the planning stages of the project. As successful as this project may have been for both you and the client, in the end, you did exactly what you were hired to do. You did your job.
Just Doing Your Job Vs. Delivering Exceptional Service
Nothing is wrong with “just doing your job”. In many cases, that alone is a tall order. So, while doing what you were hired to do is nothing to be ashamed of, it is also not exceptional — nor will it set you apart. There will always be other agencies or designers that will be able to do the work as well as you can — and there will certainly be someone willing to do it cheaper! The service you provide is how you can truly differentiate yourself.
Exceptional client service is about going beyond what is realistically expected of you. It is about surprising, and often delighting, customers, turning them into enthusiastic referral sources and lifelong clients who stick with you not only because you do great work at a fair price, but because the value you bring to them goes far beyond just your products.
An Advice 4 Business advisor can help you develop unique strategies for delivering exceptional service.