Don’t make your clients love you in silence

Having been booked off for a recurring lower back problem last week had me in stitches (figuratively) about what mobile communications has to offer businesses. A rap on the knuckles from a rather important client made its way via a colleague of mine and that made me realise a couple of things again.
Your clients aren’t really that bothered by you or your welfare that much. It’s a rather unfortunate realisation and seemingly unfair, but if you do a role reversal, you will come to the conclusion that the shoe fits on either foot.
When your service delivery is excellent, they love you in silence, as it is what they have come to expect of you. When your service is poor, or absent as it was my case, they’ll use their own unique way to make their dissatisfaction heard and often times felt.
Damage control is one thing, a strategy I employed during my time off to assure my client that all will be dealt with as soon as I can manage a vertical position. But damage control implies that damage has occurred already and when one client’s dissatisfaction becomes ten or 100 clients’ that control may well be lost.
Mobile communication platforms and automation adds unique value to your portfolio. It is what secures check up visits to a dentist when his client receives a six month check up reminder on his mobile phone. It is what gets these teething clients to actually commit to the appointment when a simple reply text message schedules a booking.
It is the convenience of being able to purchase electricity from your mobile phone by sending a single text message or transferring money from your accounts when you’re out on holiday, far removed from the hassles of standing in banking queues.
Mobile communications platforms are systems built into your business infrastructure and performs these value added services with little to no thought paid to its existence. The recognition is duly paid on the business end of the supplier-client relationship and secures a hassle free communication channel, recurring business and a wonderful opportunity for cross- and up selling.
Businesses lose clients. That’s the reality of being in business. Luckily, they also gain clients as they go along. In a time where the battle with time becomes tougher, it’s refreshing for consumers to know that they have a couple of things less to worry about.
Mobile communication automation is probably something you can do without. It’s probably not even something that most businesses are considering a priority. But it is something I as a consumer place in high esteem when I come across a supplier that understands my need for effective time management.
And when a supplier understands me, a definite loyalty is born from within.

http://bluespotmedia.ning.com/