If your firm is cognizant (and respectful of) your clients’ perspectives and testimonials, then you likely conduct frequent Client Perception Surveys to ensure your clients recognize the value in your services.
Architects, engineers, planners, designers, building contractors, and real estate professionals….you all provide a service. You are well aware of this. Actually, you’re in a hybrid spot, because many of your services do ultimately result in a tangible end ‘product’.
But it’s the level of service, first and foremost, that often seals the deal. We know that emotions play into buyer’s decisions, and we know that our ‘old brains’ respond to emotional triggers more than logic. So the service is one in which a service-provider (even the ‘hybrids’ like you) can really make a difference, and shine!
Since 2003, I have worked with a web host who went above and beyond the call of duty in said role. Far above. This is what I wrote about him on LinkedIn:
“Gary provides – hands down – the highest level of customer service I have witnessed, across any industry. My website has been hosted by Steadmantech since 2003. Every single time I’ve had an issue, concern, or question, Gary responded with speed and clarity. He is patient with technological laypeople like myself, and he is willing to provide step-by-step instructions for gaining more control of my site. I’m impressed by his level of service, and I highly recommend using Gary at Steadmantech for your web hosting and related services.” February 13, 2009
I ask each of you readers to consider this: how many of your clients would sing your praises, proactively, in writing, without any level of prompting (although it’s perfectly ok to prompt…I’ll address that in a later blog)?
Testimonials do not have to mean that your firm (or you) is perfect. None of us are perfect. But they can instead highlight the notable things that others may benefit from as well. Tell me, in relation to your client testimonials, are you satisfied with these elements:
-Quantity
-Recency
-Sincerity/quality
-Type of services/comments that were highlighted
It is true that actions speak louder than words, so when a client gives you repeat business, that in itself is a testimonial. But make it easier for your other prospects to want to do business with you. Get those relevant testimonials together, updated, and visible!
