How to Exceed Customer ExpectationsJan 24, 2023
Customer Experience Trends for 2023
Do your customers and clients say wow I am impressed?
When I started my first business in the senior home care industry, there were many agencies already in my service area so I knew I would have competition. However, what I learned is that many of these agencies were not providing great service to their clients, but they were surviving because there was a desperate need for care!
So, my main promise was to provide quality caregivers and consistent care! It was that simple!
My team focused on providing those two things and telling the community about them! We spoke to as many referral sources as we could and just kept repeating quality caregivers and consistent care!
What we did not tell people was everything else we were going to deliver as a service, but when they became a client, they got to experience the difference in care that we provided vs other agencies and the word started to spread FAST!
Today I am sharing with you how I designed a business reputation for going above and beyond!
If you want to wow your customers and clients, then you need to under promise and over deliver! Or maybe more accurately I should say, set a standard of service that you know, no matter what, you can deliver!
Where I see so many entrepreneurs struggle is they start their business and want to outdo their competition, so they make all these promises to get the business, and then they cannot deliver on their promises. Which we both know leads to unhappy customers, bad reviews, and stress as a business owner.
So why not evaluate your business today and really figure out what are the few things you will always provide, no matter what, and then anything above and beyond that is a bonus for your customers!
Here are some of the things we did to wow our clients:
- We knew that caregivers and families would need help outside the hours of 9am-5pm, so we employed an on-call staff member to answer the phones outside office hours. This person was someone who knew the clients, families, and business well enough to actually handle the caller’s question. Meaning it was not a call center that took your info and relayed it to someone else! This service set us apart in the community!
- We provided client care visits on a frequent basis which was a benefit to the client and the family because they felt confident that the caregivers were being monitored by an office staff member and they had a regular opportunity to voice any concerns they may have.
- We were able to staff last minute! This was probably the hardest task we did in the business, but we consistently worked to find a replacement caregiver if one called out sick. Or if we had someone that was needing care right away because they were getting discharged from the hospital last minute, we got a team in place quickly to help the hospital and the family so the client could return home safely. This is a service we became known for and when a referral source needed quick service, they knew to call us!
These 3 services were not easy and probably caused my team and I more stress than I would have liked, but they allowed us to over deliver!
What it also did was SKYROCKET my business!
We became the largest and fastest growing agency in my area and when I sold the business, we were in the Top 10% in the US for revenue in our franchise network.
Take some time to assess your business and list the 2-3 items you can consistently deliver to your customers or clients no matter what! Then make another list of the items you want to deliver but cannot guarantee! Then train your staff on those 2-3 items that are a must in your business, explain to them why it’s important, and finally make a system or process on how to deliver those items consistently! When you set expectations for clients and customers you will provide consistent service which they will appreciate! When you add in the extras, they will be wowed and will sing your praises!
Every week, I like to provide you with a FREE resource to help you get better, faster, and quicker results! The Legacy Business Blueprint Masterclass is a FREE must watch webinar that shares my 3 secret ways to balance the demands of running a business along with your personal life and responsibilities! This is the exact strategy I used to shift from those 80+ hour work weeks to building a multi-million-dollar business in just 16 hours per week! It’s your time to earn more and work less! And I don’t want you to have to wait for some scheduled time to get this transformative info, so I made it available for you to stream on-demand right now at https://www.passionpurposeposture.com/legacybusinessblueprint and I have linked it below for you!
And that’s a wrap on this week’s episode! Remember to live this one life you were given!
Life is a Journey and I am so glad you are on it with me!
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