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POSTED 02/2022

Refresh what Healthy Client Interactions looks like in 2022

To survive today small, medium or large businesses have to be flexible, adaptable and above all provide superior service. When you exceed clients’ expectations, they are likely to tell their colleagues, friends, family and followers about your business.

And when you go the extra mile, such as by offering to replace the plants if a client has a poor experience or following up to ensure a client was satisfied with your service, you establish a reputation for ‘Superior Customer Service.’

It is the “people part” – the relationship with the individual client is where your business gains an advantage.

To be a customer-oriented business the clients’ needs have to take priority. Perhaps the most crucial aspect of marketing service-based businesses is that the sale isn’t complete at the cash counter. Unlike companies selling products, when marketing your services, you’ve got to be there for the long run, which includes the delivery of your guaranteed quote and provide superior customer support.

Improving existing Healthy Client Interactions

A simple tip is to consistently improve existing customer relationships. As a general rule of thumb, consumers that are kept happy over a period of time are the driving force behind a company’s success.

Improving existing client relationships also yields more revenue than marketing to new prospects.

Your job is to sell value, not price!

Focus on increasing value for your clients. Talk about the benefits of indoor plants, share research from UTS THE-UTS-Indoor-plant-brochure .

While brainstorming for marketing strategies and ideas with your team, try to focus on increasing value for your clients, rather than mindlessly increasing or decreasing the price of the service you offer.

Hire friendly ‘frontline’ staff

Yes, it sounds obvious, but it’s so very important!

They are one of the first people to interact with your potential client, who is interested in your service. And will set the tone for their clients experience moving forward with your business and not your competitors.

Whether consciously or not, people are more likely to buy a product or service if they like the sales consultant who’s attending to them.

While the employee’s personality obviously has no bearing on the price or your product’s their ability to serve your client’s needs is important. Friendly ‘frontline staff’ staff will always attract more sales.

Be rigid when hiring frontline staff. Remember these are your frontline people – like we said above ‘They are one of the first people to interact with a client and who will set the tone for their experience moving forward with your business and not your competitors.’

So, make sure they are genuinely cheerful, friendly, outgoing and problem solvers.

Make sure your training program teaches them to adopt a consistently friendly approach that puts your clients at ease and makes them feel like a priority.

Provide the right tools for your ‘frontline staff’

Not having the right tools can make doing business difficult for anyone.

Make sure you keep your frontline staff up to date with any changes, especially now! They don’t have to know the ins and outs of your business but they do need to be properly trained so they can assist clients and understand how to solve both common and unique problems without always asking for help.

Offer continual professional development (CPD)

I know that some Interior Plantscapers require employees to take ongoing professional development courses. But if you are not one of those companies why not offer employees the option to take CPD courses paid by your company.

There are several training programs specifically designed for customer service reps. So, do your research and keep your team updated with strategies for ongoing superior customer service.

Wrapping up

There are lots of ways in which you can improve your business to make the path to success a little easier and not all of them are complicated!

Marketing can be puzzling so why not try out the above tips for growing your business or integrate them with your existing marketing strategies, and let us know how you go.

Written by:

Elaine Tunn
CEO Interior Plantscape Association
February 2022

POSTED 02/2022

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