Companies love to celebrate new clients.
This is good of course. A sales win is worth a celebration. But in the world of professional services, signing the contract is only the first step.
The goal in services is always to gain customers who purchase your services again and again. That’s why the experience you provide is so critical. Wow them from the start and they’ll be much more likely to buy again later and recommend you to others.
Basic Questions for After the Sale
When you sign up a new client or customer, there are a series of questions you’ll need to answer with them:
What—exactly—is supposed to happen?
Who's supposed to do what?
When are they supposed to be where?
Is everyone on the same page?
Once these items are set, you have the foundation for a smooth onboarding process.
Keep Changes to a Minimum
Beware the biggest disruption to the customer experience: change.
Changing times, changing schedules, changing staff. There are also changes to flights, hotel rooms, teaching modules, and a hundred other details.
All these are major causes of stress—both for your clients and for your staff. A good onboarding process will help you minimize these changes.
After the Sale, These Things Should Happen
Here are five strategies you can use to impress new customers, without stressing out your employees in the process:
1. Confirm All Details
The first thing is to ensure everyone knows what's supposed to happen, on what dates, and at what locations.
It sounds simple, but we’ve all had situations where we’ve shown up at the wrong time because we neglected this step. That’s never a good feeling.
You might even assign one person from your staff to be responsible for working out schedules with the client. Once everything is set, have that person send the client an email and calendar invitations with confirmations of all appointments, dates, and times.
If you're delivering your service remotely, don’t forget to include any private webinar links or shared documents as soon as you can.
2. Reconfirm the Appointment
As you get close to the date of the service, reconfirm the dates and times with the client, just to make sure nothing's changed. This will help prevent last-minute changes, and it makes your organization look professional.
Confirming details can be the job of the sales team, the service delivery team, or an administrative staffer.
3. Deliver a Consistent Experience
New clients will interact with multiple members of your team as they receive the service they purchased from you.
Every time they talk with someone from your organization, they should get the same, consistent, positive experience.
4. Be Transparent Internally and Externally
The best way to help employees deliver a great experience is to ensure everyone is working from the same information.
Your service delivery team will be able to provide better services if they can see what sales reps are doing in their CRM system.
Giving everyone access to the same data means everyone can be transparent with clients and potential customers. And that's true no matter who takes the call or receives the email.
5. Make Use of Good Technology
Finally, using Professional Services Automation software (PSA software) will enable all your employees to see "the whole picture" for each client and prospect in your system.
Sales staff will be able to see who’s going to deliver the service and when. Your service delivery teams will be able to review all notes from the sales process with a new client. And your administrative team will be able to keep track of it all.
Having a consistent process you follow with new clients makes everyone’s job easier, and it results in a better, more consistent experience for the customer.
As we stated in the introduction, the goal is always to create repeat buyers, not just one-time buyers. Wowing customers right from the start is a great way to help make that happen.