Our clients are important to us. We care about helping them achieve business goals, but we also care about them as individuals, as people. We’ll do whatever’s required to take care of them — even if that means putting in extra time to finish an unexpectedly cumbersome project. It’s from a place of respect and integrity that we finish what we start and strive to meet our clients’ needs. They are the “why” we do what we do. They are the reason our business is even possible.
While we’re not married to our clients, we do have a relationship with them. And as with any relationship, there needs to be mutual trust and respect. So, how does an agency like ours develop that, and how do we show our appreciation?
This may seem fundamental, but we aim to delight them through basic human touch points. Considering the various love languages is a great place to start. The popular book, The 5 Love Languages by Dr. Gary Chapman, does a great job summing up the different ways people feel appreciated, loved, and valued. Here’s how we think about client appreciation and delight through this lens.
As you think about your clients and how you can most effectively show your appreciation, it’s an ideal time to evaluate the love languages of others around you. What makes your teammates feel valued? What makes you feel the most appreciated?
There's so much more to this topic. We've just scratch the surface. For more ways to delight your customers, read HubSpot's post, The Ultimate Guide to Customer Delight.
Beyond their business name and the About Us description on their Facebook page, what else do you know about them? What are their pain points? What are their strengths? What's their company culture like? How do they communicate with one another and with you?
Those are a lot of questions and a lot of information to figure out, but knowing these things — and more — about each client helps you to understand what makes them tick and how you can best delight them. Identifying these things may also help you build out your buyer personas, which may help you better target more clients like them.
Speaking of . . . have you recently reviewed your personas? Maybe it’s time to look through them again to see if more robust research is needed or perhaps a few tweaks are necessary.
There are a couple of different ways you could gather information about current and potential clients. To start, dig into the information at your fingertips.
This is just a short list of action items to get you thinking. From here, you can conduct online research and data analysis, send out surveys to potential clients, set up one-on-one interviews, or post polls on social media.
When you’re ready to dive deeper, find out where your target audience is spending their time.
Understanding your personas’ behaviors, goals, and motives will help you target others like them. It may also shed some light on their potential love languages and the best ways to show appreciation. That’s winning for everyone!
As you go about your day, here are two things to mull over:
Do tech startups need buyer personas to gain traction, too? Find out.