Designing a great website for a client is extremely rewarding. It's even more rewarding when your customer thanks you for your excellent customer service and promises to refer you to others in their network. Providing great customer service is crucial if you want to be able to retain business and gain access to new clients easily. So how do you go about improving your customer service? Check out these three tips:
Go above and beyond the status quo to understand their business, industry, and vision.
As a designer you need to interpret words and ideas, and turn those into a visual masterpiece. This is not an easy task if you don't understand what their business is about. A great way of improving the quality of your designs is to do background research on your client's industry. Get to know what sort of design approaches sell well for their target market. Also, make sure to sit down with them and go over their business vision. This is important because you want your design to evoke their ideas. Your clients will undoubtedly be impressed with your dedication.
Make sure you clearly communicate your pricing and deliverables before starting work.
No one likes surprise charges. That's why people are always complaining about cable companies or banks. You agreed to pay $100 per month for cable/internet and now it's $145. That's terrible customer service on their part. There should be no surprises for the customer. As a designer, make sure you all of your pricing and deliverables are communicated upfront. The client needs to know exactly what they are going to get with their investment. Surprise charges drive away business. Don't be like a cable company.
Be available on different channels of communication so your customer can easily reach you with concerns.
Being available to communicate with a client is also very important for web designers. Web design is a back and forth process. Being on hand to deal with customer concerns or questions is critical to improving customer satisfaction. It's also important to use multiple channels of communication. Sometimes your client won't be able to reach you by phone, but can ping you on Skype. Maybe their e-mail isn't working, so they need to call you instead. As a designer you need to facilitate communication, not impede it. By being available on multiple channels you avoid customers getting frustrated.