Posted in Business
Creating a Good ‘User Experience’ for Your Business
Having the right user experience in your business can create extra purchases and repeat business. How you present yourself and the quality and reliability of the service or products you offer are just the start.
Creating a professional and accessible public profile, such as ensuring you appear as high as possible on Google rankings because you have paid attention to and realised the value of SEO, is imperative. Here are some tips to help you provide your clients with the best experience possible.
First impressions last forever
It takes only a matter of seconds for a client to evaluate your business, whether it is by meeting you face-to-face, talking on the phone or visiting your website. If you create the wrong impression then you can bet that person will take their business elsewhere. So it is important to project your business in a professional, friendly and helpful way from the first to final interaction with a potential client. It can be as simple as ensuring you have an effective phone system that allows calls to be answered quickly and efficiently. First impressions are almost impossible to reverse, so projecting a friendly, positive and professional image first up is often the difference between success and failure.
Be confident and courteous
Clients will quickly see through a facade so don’t try to be something you are not. Make sure you and your employees project a confident yet friendly demeanour that encourages client engagement – above all, this will put them at ease and give them confidence that you can be dealt with in a trusting and professional manner. It is also important to be polite and be calm in all situations. It is inevitable that on occasions a client may not see eye-to-eye with you on something. Making sure that you remain calm, professional and polite, even if you are on the end of a verbal spray. Treat people as you would like to be treated yourself and you can’t go wrong.
Poor time management is one sure way to drive away future business. In a fast-paced world we rarely have any time to spare, so the last thing we want to is be kept waiting or delayed because of the actions of another. So it is vital that if you have arranged to meet a client, make sure you are on time. If you have a deadline then make sure you meet it. Often failing to deliver on time can cause problems for your client and there is every chance they won’t bring their business back to you. Keeping a client waiting, cancelling meetings and an inability to meet deadlines sends the message that you are disorganised, which can have a big impact on customer satisfaction.
There is nothing like the personal touch to ensure you have plenty of return business. One of the most effective strategies is to follow up with clients to ensure they are satisfied with the product or service and if there is anything that you could do to make the experience better the next time. Feedback is valuable and you would prefer know there is a problem sooner rather than later so you can address future problems. It is important that you don’t use the follow-up as an opportunity for a hard sell for another product as that can quickly turn a client off.