Creative agencies such as advertising companies often spend so much time on their work that they neglect to put enough care and attention into their customer service. How a creative agency interacts with its customers has a big impact on the relationship between them, and can make or break a sale or a contract renegotiation. If you’re looking for ways to improve customer service at your creative agency, start with these three steps:
Get to Know Your Customers
In order to give customers the service they want, you need to know who they are. In this case, “who they are” means things like: What do they want from your service? What makes their business unique? What are they expecting from your agency? Every client’s exact answers to these questions will be slightly different. When you know what each individual client wants, feels, and expects, you and your team know how to give it to them.
Don’t Ignore the Little Things
How quickly do you return your clients’ phone calls? It may seem like a small detail, but agencies who make sure to always answer the phone, and who return all contacts as soon as possible, generally have happier clients. The people you work with like to know they matter. Paying attention to even the smallest details of your interactions with your client base shows them that they do.
Focus on Helping, Not Selling
It may seem obvious to say that businesses should help their clients succeed. But too many creative agencies focus on trying to sell their business partners additional services, or give all their attention to finding ways to keep clients’ checks coming in every month, and not on providing them with service that actually helps them. When a creative agency provides its clients with a service that helps them and clearly demonstrates its value, that agency doesn’t have to work nearly as hard to keep customers happy; their work is already doing it for them.
Personalized Communication’s professional answering service can make sure you never miss a client’s phone call. Contact us today at 800-606-9898.