Advice on keeping clients happy

6 replies
Hey, I have a questions about keeping my clients happy that I'm hoping you guys can help with. We sell solutions to public institutions, so the executives that buy our SaaS product aren't spending their own money, they're just trying to get results for the institutions they work for. This is a great thing for us because we're trying to show that there's an ROI for the institution but the decision makers know that this isn't going to affect their own income or viability of their job, they just have a budget to spend and they need to spend it.

My question is in regards to the role of a customer success specialist in managing this type of client. We need to keep these people happy, not just be delivering on value propositions with our product but also by going the extra mile. Does anyone here have experience in how to ensure the ongoing happiness of a corporate client? Do we send gift baskets at Christmas? Host dinners?

The way we see it, our client's spend money from their institution on us and we can give some of it back to them in the form of "perks of doing business" with us, so they see a benefit to themselves personally along with a benefit for their school. Is this the best approach?
#advice #clients #happy #keeping
  • Profile picture of the author Woomeister
    Over deliver in all ways that cost you nothing.
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  • Profile picture of the author Evie Daniels
    Banned
    [DELETED]
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  • Profile picture of the author james flynn
    Originally Posted by Stanallaire View Post

    Hey, I have a questions about keeping my clients happy that I'm hoping you guys can help with. We sell solutions to public institutions, so the executives that buy our SaaS product aren't spending their own money, they're just trying to get results for the institutions they work for. This is a great thing for us because we're trying to show that there's an ROI for the institution but the decision makers know that this isn't going to affect their own income or viability of their job, they just have a budget to spend and they need to spend it.

    My question is in regards to the role of a customer success specialist in managing this type of client. We need to keep these people happy, not just be delivering on value propositions with our product but also by going the extra mile. Does anyone here have experience in how to ensure the ongoing happiness of a corporate client? Do we send gift baskets at Christmas? Host dinners?

    The way we see it, our client's spend money from their institution on us and we can give some of it back to them in the form of "perks of doing business" with us, so they see a benefit to themselves personally along with a benefit for their school. Is this the best approach?
    I think your approach is pretty decent and if you continue it has the potential to give you better results. As far as happiness of your clients is concerned then I would suggest that always tend to their demands on time and arrange some kind of a gala or an event celebrating the time that business relationship has been maintained. It all depends on your budget but it's one of the best ways to do networking.

    Cheers
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  • Profile picture of the author chemo38
    I would recommend what you already stated; dinners or a Christmas basket. Your clients are not spending THEIR money, so over-delivering will have no personal impact on them.

    Let me give you an example. In Los Angeles, California, private towing companies bid for the city's towing services. These services allow the towing companies to make a LOT of money towing cars for the Los Angeles Police Department.

    To secure these services, the towing companies cater meals for the motor officers prior to an anti-driving under the influence operation. The companies know that a well fed motor officer is motivated to impound a lot of cars. More impounds means more money for the towing companies. Is it unethical? maybe, but the towing companies see the catering cost as a minimal, and tax deductible, expense to doing business. Food for thought. No pun intended.

    chemo38
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  • Profile picture of the author Robert Bridgen
    How I run my business for many years before I was into the internet. To make people happy was not to purchase big things at Christmas but Little things all in the year. If I was with in a driving distance of a customer I would call and say I am in the area how many want coffee and something to eat. Done this all the time and it also got me a lot of work. Christmas cards yes also. Every customer got a christmas card. Robert
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  • Profile picture of the author Robert Bridgen
    If you remember it is not about you making money it is all about the people on your list how to build them to the next level is the answer. One tip and them if any have problems then make a video to help save the problem. This will build your list even higher Robert
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  • Profile picture of the author Robert Bridgen
    To keep clients happy give more free advise. Call for a chat. Ask if any problem you can solve. Keep in contact Robert
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