Client comfort inspires more referrals

In a recent Duct Tape Marketing post, John Jantsch asked that all important question: could your business be more comfortable?

"Everyone just wants a little comfort in life," John writes.  "I will always be drawn to people and products and companies that just seem to make me feel better. I think really that the whole of the world is looking to do business with companies that aim to transform their lives—even if that transformation is found in the tiniest little thing."

Well, amen, brother.  Who hasn't heard the old saying: God is in the details.  Are you making your prospects and clients feel special and comfortable at every touch point?

In an article on Horsesmouth, advisor consultant Katherine Vessenes talks about how she taught one financial advisory firm to see itself through the eyes of its prospects and clients (free registration required), from the parking lot (where they realized their signage was poor) to the lobby (where the lighting was dingy, the receptionist was AWOL, and the only beverage available was water served in a styrofoam cup). 

If this firm just cleaned up the reception area, changed the paint color and improved the lighting, and ordered some better furniture, Vessenes suggested, they'd be well on their way to at least a par client experience.  For a slightly larger investment—a few hundred dollars for an Oriental rug at Home Depot and some $3 Mikasa crystal glasses—they could begin offering the kind of service that inspires client loyalty and, ultimately, more referrals.

Look around with fresh eyes.  Even if you have no control over certain aspects of the client experience (if, for example, you work in a branch office and can't make changes to the lobby), ask yourself what you can improve about YOUR workspace.  And of course, there's more to comfort than lighting and refreshments, so take a good look at your client service strategy.  These simple exercises can transform your business and amp up your referral flow. 

Here are some resources (free registration required):

Is Your Workspace Giving Clients a Negative Message?
If you've been letting that paperwork pile up, watch out.  A messy, disorganized office sends a negative message to clients and prospects—and saps your energy, to boot.  Here are some tips for giving your workspace a cheap and easy makeover.

A 6-Step Client Service Strategy That Works
A Horsesmouth member called recently and said he needed to create a systematic client service strategy—fast! We said we could help. Here's the action plan.

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