Many business owners think they already understand what their clients want, so they fail to listen closely to the needs of each individual client. Owners might listen briefly and then assume they can “take it from there” without further information. This can cause them to cut prospective clients off and leave them feeling undervalued or ignored. Some clients aren’t clear from the beginning, so you should always have questions ready to get them to talk more in-depth about their needs and goals.
Listening Tells You What is Most Important to Them
Some clients want a job to happen with as little involvement as possible from them. Others want to stay in communication throughout various stages of the project. Some people are extremely deadline-focused and want a quick turnaround time, while others may have flexible dates for a project and may be more focused on the overall quality of the results. It is important to learn what matters most to the potential client and respond in a way that reassures them of your ability to meet their needs.
Listening Helps You Respond
When you listen closely, you can match your response to the potential client’s mindset. Are they a fast talker who is all business and no small talk? You can respond accordingly by getting straight to the point. Are they more laid back and personable? You can respond with anecdotes or other personalized stories they can relate to. Is the client savvy or unfamiliar when it comes to your industry? Make sure not to over- or under-explain.
Listening Improves the Customer Experience
First of all, when you listen closely, you can then act on what you heard to ensure the client gets what they want. This also demonstrates to the client that you heard and processed what they said, which can make them feel valued. All of this can lead to greater client satisfaction and retention. If you get feedback from a client, listen closely to that, as well, and implement changes for future service as needed.
Listen to Your Employees
Clients are not the only ones that business owners should be listening to. Your employees can be vital in providing feedback they received from clients or inefficiencies or inconsistencies in operations. When you listen closely to your employees, you can make positive changes that improve their experience, which can often lead to greater productivity and customer service on their part. Listening to both your clients and your workforce is generally a win-win situation for everyone involved.
Discuss Your Operations with Blue Street Capital Today
At Blue Street Capital, we practice what we preach and make sure to closely listen to the needs and goals of every potential client. We get to know your business so we can best design a technology strategy that works for your unique enterprise. We have many different solutions for many types of companies. Contact us today to discuss how we can help meet the needs of your business.