Private Jets VIP is part of the Premier Luxury Travel Network: CEO World Travel, Harley Hula Company and eFlightQuote. All of our companies adhere to Superior Client Service…In a Class By Itself
Strict guidelines that we follow providing every client superior client service:
Finding new clients is much more expensive than retaining existing ones. “Superior client service is more than just keeping clients happy. It’s about revenue, because a lost client means lost revenue and an unhappy client can damage your reputation.” says, Martin M. Hazan – President of Private Jets VIP
Some aspects of effective clent service are:
- Knowing your clients’ needs
- Identifying your key service activities
- Delivering superior service
- follow-up!!!!
In a competitive marketplace it makes sense to aim to provide superior service. Clients base their purchasing decisions on the service they receive, not just price, quality and availability.
Build superior client service into your business:
- Incorporate client service strategies into your business and marketing plan.
- Develop a business vision that reflects your commitment to superior client service and let your clients know about it.
- Make sure everyone involved in your business shares your commitment.
Client service check List:
- Do you tend to over-promise and under-deliver?
- Are there opportunities to improve your service?
- Do you know if your clients value your Superior Client Service initiatives?
- Do you have systems in place to deal with unhappy clients?
What Superior Client Service Means:
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Word-of-mouth referral is the most effective form of promotion. It costs nothing and carries a lot of credibility as it is based on personal experience.
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Satisfied clients not only tend to return to buy again from you but are also likely to talk positively about your business to others. A bad client service experience is shared with around 10 other people who are likely to tell another 10.
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Superior client service is service that exceeds your clients’ expectations and will make your business stand out from your competitors’. To be effective, client service must be consistently good in every part of your business. From the moment the client thinks of purchasing, right through to the final sale, there are opportunities for the business to add client service to the process.
| Private Jets VIP Better Business Tip Go to any amount of trouble for all of your clients. Do not treat “big” or “small” clients any differently. Client referrals are powerful and a client who feels complimented that you have gone out of your way to help them with a small matter is very likely to know someone who would fit into your “big and best” client category. |
Knowing Your Clients’ Needs
There is no point providing services that are not valued by your clients. It is, therefore, important that you develop a good understanding of their needs.
Some ways of achieving this are:
- Regularly ask your clients about your business services.
- Provide feedback forms for your clients to complete.
- Phone or visit clients at critical points, eg after the initial sales, and ask if your service meets their needs.
- Consider using an outside agent to get feedback from your clients.
- Welcome client complaints and manage these promptly and positively to avoid loss of clients and negative word-of-mouth.
- Keep a list of client complaints to identify any patterns and the cause of dissatisfaction.
- Learn what your competitors are doing to achieve client satisfaction.
Client feedback is most effective when:
- You hear both positive and negative feedback
- You obtain feedback regularly
- The feedback is focussed on what the client wants or does not want.
Identifying Your Key Service Activities:
Every interaction you have with your clients offers you an opportunity to impress them and create a positive perception of your business. It is useful to identify those key service activities so that you can review your performance and decide on what initiatives you can take to provide superior service.
Typical interactions include:
- Responding immediately to phone calls
- Providing service information
- Taking client orders and discussing service requirements
- Sending follow-up documentation, eg to confirm orders
- Billing and managing payments
- After-sales service
- Dealing with after-sale complaints (immediately & effectively)
| Private Jets VIP Better Business Tip When communicating with your clients, keep your language positive. Rather than say, “We won’t be able to see you before Friday”, rephrase your statement to “We will be able to see you on Friday.” Presenting a positive manner and approach in even the smallest ways contributes to an overall positive impression of your business. |
Delivering Superior Service:
Consider some key factors that contribute to superior client service.
Provide a complete experience Step back and make sure that all your client needs are met from the beginning to the end of the sales process. Make the cclient feel valued, even after the sales process is complete, eg by offering after-sales help such as client satisfaction feedback.
Reliable service Deliver your services on time and as requested.
Accountability Take full responsibility for providing high-quality services. Make sure you honor guarantees on your services.
Efficiency Deliver your service with minimum hassle for your clients.
Assurance Create client confidence in your thorough your professional approach and demonstrated knowledge of your service. Clients must be able to trust your word so always act on your promises.
Attention to detail Attend to even the smaller details. Show you care and that you are prepared to provide individual attention to every client.
Appearance Make sure your image and appearance reinforce client confidence in your services.
Keep in touch Keep clients regularly informed on progress and developments – but make sure this is welcomed by the client.
Recovery strategies Put processes in place to allow you to recognise problems when they arise and take the “RIGHT” action to fix them.
Value adding Explore how you can offer that little bit extra, such as supplying complimentary services after the initial sale, or providing valuable follow-up information.
| Private Jets VIP Better Business Tip One of the most important things your client expects from you is accuracy. You have probably thought the same yourself as a client. “If they can not even send my account to the right address, how can they look after my …”, or “I ordered herb bread and you have brought out garlic. How hard is it to get THAT right in a restaurant?” Make sure your staff are well aware that any information given or sent to clients must be accurate. |
Follow-Up:
Your client service initiatives do not have to stop when the sales process is complete. Following up with your clients can reap benefits through repeat purchase and referrals. However, any initiative you take must be seen by the client to be value adding.
Initiatives to consider:
- Send thank you notes.
- Make follow-up calls to check that the service has been satisfactory.
- Provide an e-newsletter or use email alerts for new services.
- Recognize client achievements through certificates or awards.
- Make follow-up visits without necessarily making a sales pitch.
More Information
- Contact Private Jets VIP via email or VIP Charter Hotline: 1-877-778-5387 (JETS)
