Wednesday, June 22, 2022
No Result
View All Result
Cryptic11K
  • Home
  • Sales
  • Starting a Business
  • Customer Service
  • Social Media
  • Time Management
  • Marketing
  • Growth Strategies
  • Home
  • Sales
  • Starting a Business
  • Customer Service
  • Social Media
  • Time Management
  • Marketing
  • Growth Strategies
No Result
View All Result
Cryptic11K
No Result
View All Result
Home Customer Service

How to Build Client Satisfaction From the Ground Up

by Cryptic11K
in Customer Service
1636500032 GettyImages 1252692108
9
SHARES
103
VIEWS
Share on FacebookShare on Twitter

Opinions expressed by Entrepreneur contributors are their own.

I started my software company with one key client in mind: myself. My needs and pain points as a landlord managing my own investment properties were the genesis for the first version of the Rentec Direct property-management software platform. The platform appealed to many others in my situation, and we began to grow very quickly. As my own “first client,” I knew that as I built the company, I wanted to make our clients my top priority — addressing their requests and concerns head-on and staying ahead of the technology curve in a constantly evolving marketplace. 

As our company has grown and changed over the past decade, this goal continues to drive our business. This means going beyond traditional corporate metrics to measure customer satisfaction, and this is something that has become one of our key differentiators as a software company. It has helped drive brand loyalty and guides everything from software development to our marketing strategy. Building a customer-first company has had a direct impact on our client retention. One of our very first paying subscribers who signed up for the software in 2009 is still a client to this day and has grown his portfolio to more than 40 properties while using Rentec Direct. 

Related: The How-To: Delivering Great Customer Service

Here are some practices that can help solidify your leadership position in client satisfaction. 

Include customer support in your base price 

When it comes specifically to the SaaS industry, many companies offer top-level support at an additional cost to clients. I’ve found that providing the same high-level support to all subscription levels at no additional cost has greatly impacted the happiness of our clients. Your clients are more likely to be loyal if you effectively help them solve a service issue than if they never run into any problems at all. Plus, all that awesome feedback can create a loop for better product development in the long run. 

Keep support in-house

Every single one of us can think of a time when we have tried to get help from someone in a call center that doesn’t understand our unique business or our individual needs — there’s nothing more frustrating. To best serve your clients, your support team should have experience with the pain points and challenges your clients are facing on a daily basis. No one knows your company better than you. At Rentec, we have a dedicated in-house success team that provides support to every customer through phone, email or live chat. Our success team has backgrounds in property management and accounting so all pain points are understood and alleviated by an experienced professional. 

Strive for organic growth

If you are at the initial growth stage of your business, consider an organic growth strategy that doesn’t involve venture capital or outside investors if possible. I’ve seen many companies who are exclusively focused on growth and heavily influenced by outside investors sacrifice customer service and satisfaction as a result. Without these outside pressures, you can remain focused on your goals and your clients. Plus, you can even let client feedback and requests drive the future of your business.

Related: Why Customer Satisfaction Is the Key for Business Growth

Create a measurement mechanism 

Wherever you may be in your business journey, it is important to develop some sort of method to keep track of how satisfied your clients are — and pivot if necessary. At Rentec, we measure client satisfaction within 90 days of joining by asking every client to provide a satisfaction rating on a scale of one to five. From this measure, we are able to personally follow up with every client that provides a rating of less than three. Since implementing this program, we have remained above an 85% satisfaction rating from our clients year after year. Create a reliable, repeatable way to measure this metric and stay in tune with your customers. 

No matter how brilliant your product or service is, you simply won’t see maximum growth and business performance if your customer support and client satisfaction are being neglected. One survey shows that 17% of customers in the U.S. will walk away from a company after just one bad experience, and the number jumps up to almost 60% after more than one bad experience. If your clients are happy, not only will they spend more money with your company, but they’ll also stay with your company and share their experience with others. 

Related: How to Easily Measure Customer Satisfaction

Total
0
Shares
Share 0
Tweet 0
Pin it 0
Share 0
Cryptic11K

Cryptic11K

Related Posts

4 Suggestions to Improve Convenience for Consumers

4 Suggestions to Improve Convenience for Consumers

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Convenience is king when it comes to online shopping.For proof, take a...

How the Customer Experience Affects Your Bottom Line

How the Customer Experience Affects Your Bottom Line

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Without a solid base of happy customers, even the greatest of business...

1640191886 shutterstock 558968968

3 Ways to Connect With Your Customers and Improve Their Experience

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Most leaders understand that data-driven business processes let you see problems before...

1640206803 GettyImages 463765569

Why Elevator Pitches Are a Thing of the Past (and What to Do Instead)

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Classic elevator pitches are built on principles of brevity and simplification. They...

How to Turn Your Biggest Detractor Into Your Biggest Brand Ambassador

How to Turn Your Biggest Detractor Into Your Biggest Brand Ambassador

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. You’ve probably heard a million marketers or service representatives say it: “If...

How to Train Your Customer Support Agents To Provide Better Service

How to Train Your Customer Support Agents To Provide Better Service

by Cryptic11K
June 22, 2022
0

Opinions expressed by Entrepreneur contributors are their own. Customers may shop around, but they’re not immune to the lure of...

0 0 votes
Article Rating
Subscribe
Login
Notify of
guest
guest
0 Comments
Inline Feedbacks
View all comments

Recommended

1641495035 ERA 0122

These Cost-Management Gurus Practice What They Preach, and It’s Made Them One of the Fastest-Growing Franchises

4 hours ago
1636497547 ent21 dec editorsnote

You Can’t Do Everything. So Do the Best With What You Have.

4 hours ago

Popular News

    • 1641335035 GettyImages 1006512390
      How to Earn an In With the Supportive Partners You Need
    • 1640291354 ent22 janfeb strategies
      When to Launch An Illegal Product
    • 1641485338 RESTAURANTINFLUENCERSEPISODE1 SAMTHECOOKINGGUY
      Build A YouTube Following With Authentic Content
    • 1640123968 ent22 janfeb sixways
      6 Founders on When to Accept ‘No,’ and When to Persevere
    • 1641507121 GettyImages 1257750305
      4 Annoying Things That Drive Away Loyal Customers

    Support

    • Contact
    • Disclaimer
    • Home
    • Privacy Policy
    • Terms And Conditions

    Categories

    • Customer Service
    • Growth Strategies
    • Marketing
    • Sales
    • Social Media
    • Starting a Business
    • Time Management

    More News

    • 1641319387 GettyImages 521983717
      Investors Passing on Your Pitch? Here’s What Is Really Happening on Their Side of the Table.
    • 1640288271 ent22 janfeb bigidea
      The Era of Blitzscaling Is Over. As a VC, My Money Is On ‘Responsible Growth.’
    • Home
    • Privacy Policy
    • Contact
    • Disclaimer
    • Terms And Conditions

    © 2022 Cryptic11K - Your SEO Doctor

    No Result
    View All Result
    • Sales
    • Customer Service
    • Starting a Business
    • Social Media
    • Marketing
    • Time Management
    • Growth Strategies

    © 2022 Cryptic11K - Your SEO Doctor

    wpDiscuz
    0
    0
    Would love your thoughts, please comment.x
    ()
    x
    | Reply