How do you define exceptional?

If you consult a dictionary the definition will probably look something like this:

Exceptional (adjective): unusually excellent; superior

While many companies often boast that they specialize in providing “exceptional” customer service, this isn’t always the case. You see, there tends to be a disconnect between what a company perceives to be exceptional and what actually qualifies as being exceptional customer service. Consider the following example.

When a customer makes an investment in a product or service, they expect a certain number of things from the provider. In the case of a digital design agency creating a new website, these expectations may include things like stunning visuals, improved functionality, and delivering the project on time and on budget. When the agency meets the customer’s expectations as outlined at the start of the project, it’s considered a success. But was the customer service provided truly exceptional, or did the agency simply do the job it was contracted to do?

While it’s true that many digital design agencies are successful by just “getting the job done,” it isn’t how lasting relationships with the client are built. If you want a client to be excited about the product or service you’re providing (and hopefully generate referral business for you in the future), you have to put in some extra effort. How do you do this? There are many ways to go above and beyond that will make a customer’s experience memorable and the relationship satisfying for all parties involved. Here are a few methods that we, at New Media.Company, use to take our customer service to the next level.

Be proactive:
In the beginning stages of a client relationship, you must be able to understand the various challenges your customer’s business is facing before you can start making recommendations. However, once you’ve established a relationship with a customer and have understood the ins and outs of the day-to-day operations of the business, you can be proactive and start making suggestions in order to improve other areas of their company before they even realize they need help.

Stay Connected:
Though recent developments in technology have made communication easier and more efficient than ever before, many companies fail to keep their customers updated on the status of their projects. It’s important that you be the one to initiate contact with your customers instead of forcing them to call you to ask for an update. Emailing is fine, but a phone call or a video chat is much more personal. Plus, talking about a project in real time will help you resolve any questions or issues more quickly.

Build personal relationships:
As “digital engineers,” New Media.Company enjoys collaborating with passionate, like-minded businesses to develop unique digital experiences. Regardless of how much we value talking about a project, we also recognize the importance of getting to know our clients as people. Ask your customers questions about their families and hobbies, not just about their businesses. It will add more depth to your relationship. Not to mention, they’ll be more likely to become repeat customers and generate new business.

Be thankful for their business:
A simple “thank you” can go a long way. An exceptional “thank you” can go even further. One of the most overlooked ways to turn a customer into a source of lucrative referrals is to sincerely thank them for their business. Whether it’s a thoughtful Christmas gift, an invitation to your customer appreciation event, or a handwritten note, your client will appreciate your gratitude and will be more likely to work with you in the future.

Going above and beyond what is expected to deliver exceptional customer service is arguably the most gratifying way to build lasting relationships with your clients. Simple actions like picking up the phone or sending a handwritten note require very little of your time and resources, yet make a big impact in the long run.

That’s how we define business.

New Media.Company