Once a client is acquired, it is equally essential that they are satisfied with our services. We have the policies in place for client satisfaction, and we keep training our team for the same. Our philosophy is that our clients don’t buy our services because we provide excellent solutions, but they hire us because our solution comes with excellent client satisfaction. It’s like how when you go to a 5-star hotel or an expensive restaurant; they don’t sell their room and amenities or food, they bundle it with exceptional service, and this excellent service is what helps them be different, and that’s where their customer’s satisfaction is.
At August Infotech, how do we achieve client satisfaction, and what are the seven Philosophies we live upon for making client satisfaction?
1. Loving the feedbacks
Feedbacks from the clients are blessings for us. We don’t waste negative feedbacks on defending our services; instead, we use it to make our services even better.
2. Being a great listener
In the world, where everyone wants to speak, we love to be the listeners. This is true both for our internal and external clients. We listen to them, their ideas, inputs, and frustration. This leads us to ongoing improvements in our business.
3. Starting with the agreement
When our clients talk, we don’t begin with disagreement, which means we don’t say, “no, you are wrong or no; this is not how we will do it.” Instead, we start with the agreement because when we start with the disagreement, the whole talk goes into disagreeing with each other. Alternatively, if we start with the agreement, the conversation will turn positive. This philosophy helps with reaching the conclusions that are good for the client and the project.
4. Response time
Response time is very crucial while dealing with our customers. We work on how prompt our team reply to our customers’ email, phone call, or message. We understand that not answering would make our clients think 10,000 different things. Instead, we believe in replying to them quickly and get things to move forward in a productive direction. And while responding, we make sure it is positively.
5. Accepting when we have screwed up
We never get into defensive mode. We accept when we have screwed up. We believe, if we are in the denying mode every time, the client will think we are not accepting our fault, even when we are not at fault. When our clients see that we recognize our error, they understand when it’s not our fault. When a client complains, say, “yes, you are correct, now let me see how can I make this right for you.”
6. Keep our client-facing employees happy
A happy employee is equal to a happy customer. While we are focusing on providing the best service to the clients, we make sure we take care of those who are providing these services to the clients. When an employee is happy and positive about his work, the same happiness and positivity will show up in the client’s relationship.
7. Aligning all the departments
We believe, having a happy client is not the responsibility only of the customer-facing departments like the sales or the customer relationship team. It is an equal responsibility of all the departments, including the Technical, Accounts, HR, and even the office boy. We train them for client satisfaction as than only the true client satisfaction can be delivered. When all the departments aligned with client satisfaction, then it is elementary to provide excellent client service.
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