So, you found some prospects, closed a few deals and now you have some real live clients. Congratulations. Now it’s time to keep them happy with stellar client service along with great creative work.

Make no mistake, client service is part of your marketing efforts. Happy clients keep coming back and often sing your praises to their business associates and friends. Add to that the fact that it’s less expensive to sell and up-sell to existing clients than it is to find and woo new ones.

Here are some thoughts on keeping Mr. and Ms. Client smiling:

Do good work.
This is sort of a no-brainer, but bears mentioning. After you’ve had a client for a while, you may be tempted to get a bit lazy. Don’t fall for it. Strive to do your best work and keep the ideas and sound solutions flowing.

Be a resource.
Keep up on what’s going on in their industry and with their competition. Google Alerts (http://www.google.com/alerts) are handy for that. Shoot off some helpful links to online articles, white papers, sites, etc. Fax over a magazine or newspaper article they’ll find interesting.

Aim for crystal clarity.
Don’t assume your clients know what you’re talking about. Ask if you’re being clear and insure they understand. Keep them in the loop with status reports and a phone call here and there. Try to touch base with each of your clients once each week. If they’re asking for something you don’t think will be effective, tell them … tactfully … and offer alternate ideas. Listen to what they say and ask lots of questions.

Go the extra mile.
Design is a service business, so be of service. Try to schedule meetings at their convenience. If they have a barn burner, do what you can to move some jobs priorities around and get it done. Under promise and over deliver.

Until the next
Marketing Minute
all the best,
nt