Customer service can boost your word-of-mouth value

It is said that approximately 80% of companies get an average of 70% of their business through word-of-mouth referrals. One way to ensure this, says referral marketing guru, Vince Golder, is through exceptional customer service.
For an entrepreneur in the signage industry, following the tips below can determine the level of the word-of-mouth referrals a business will receive.

Before starting the project:

- Meet the client face-to-face to discover what they want.
- Listen to the client.
- Ask questions.
- Take notes.
- Allow the client to provide a clear confirmation of their ideas and taste.
- Talk through the client’s plans numerous times.
- Get familiar with the site.
- Consider the client’s business personality and style.
- Remember that each client is unique – tailor each job to suit the client’s needs.
- Work within the client’s boundaries of style, space and budget.
- Offer knowledge and expertise.
- Allow the client to have the last word.

During the project:

- Have a hands-on approach.
- Understand that the client needs to be involved in a project, as much as you do.
- Work with the client from beginning to end.
- Keep the client in the loop.
- Plan strategically.
- Work methodically and practically.
- Set clear timelines.
- Deliver on deadline.

Remember:

A signage designer will work with all kinds of people. Some may not be sure of what they want, while others will know exactly what they want. A sign-maker’s job is to make the client feel confident about what to expect.
No matter how big or small a project, every project has the potential to attract new clients while ensuring that old clients return.

Being a gifted signage designer is not enough; building solid relationships with clients and providing exceptional customer care can prove even more valuable.
As Golder says, “When you totally focus on your customers, your customers will totally focus on you!”