I am a big advocate for client experience. It needs to be at the nuclear of your business in order to see massive success and growth. The easiest and best way to do this? Through consistent action. Repeating the same steps throughout your processes so your clients know what to expect and when. I did executive training for a Fortune 500 company and development for a non-profit. One of the things that I did in my corporate career is to travel around and did “transformational leadership.” I would go to other offices and teach what it meant to lead and inspire from the top down. I’ve leaded teams in call centers, sales, and more – I know how hard it can be to sell. This is exactly why I am so passionate about client experience, how you talk to people, what you do to create an amazing beginning to end.
It Builds Trust
If you are not the same person from start to finish and clients don’t know what to expect from you then you can lose trust very quickly. If you’re not the same person Monday as you are on Friday or at the beginning of the versus the end of the month – then fear will begin to creep in with your client. The consistent action you take with them will create trust with them. Now, I’m not saying mistakes won’t ever happen but your consistent action prior to that happening will create the grace that your client will be able to trust you in those moments of a misstep.
Examples of consistent action:
- Checking in with team members when you said you would.
- Turning in assignments when you said you would.
- Letting your client know that you’re going to miss a deadline prior to missing it.
Consistent Action Builds Systems Naturally
Your consistent action will also allow you to develop systems naturally in the business. (You know I had to mention systems) If one person in your business is managing a task one way and someone else manages it a different way then it can be difficult to see what’s going on in the business at a glance. It also can’t create a bumpy client experience if the clients are experiencing those changes day to day or week to week. When you’re consistent from beginning to end then you will be able to see what needs improvement, what needs more clarification, and what needs tweaking so it will run smoother.
Consistent Action Will Create Referrals
When you have a service that provides an incredible client experience then those clients are going to recommend you. You will begin seeing referrals from those clients and your business will grow from that. Since that consistent action has created systems you’ll be able to work with clients that are a better fit for you and your business.
Consistent Action Will Decrease Your Workload
When you do the same things over and over then they become part of your routine. For example, I do the same three things at the beginning of every day and at the end of every day. This isn’t something that goes on a list or needs to be checked off it’s part of my routine each day now and allows me to stay on top of everything going on. I’m able to increase my productivity because I’m doing it systematically and consistently.
If you’re looking to grow your business then this is the way to do it. Consistent action is the way to a better business, better client experience, more referrals, and less workload. It will allow you to create repeatable steps that will become a natural part of your routine while taking the utmost care of your client’s business.
How are you going to create consistent action this week?