Improving Client Loyalty
Focus on the client experience – One method to evaluate if local offices are meeting these expectations is the exercise of regularly reflecting on the client journey from start to finish. By putting yourself in the client’s shoes, you discover whether all team members are adopting and embracing a client-centric focused attitude. Keeping client service expectations high should be an ongoing focus and has to start at the top. Organizational leadership sets the tone and creates a winning culture.
At Home Helpers, our most successful owners understand that the focus on providing excellent care is what drives their success. As organization expert Jim Clemmert has said, “A company’s external customer service is only as strong as the company’s internal leadership, and the culture of commitment that this leadership creates.”
Year after year, our award winners work to not only meet expectations, but exceed them.
Empower Caregivers to deliver an incomparable customer experience – Caregivers have the most direct impact on improving customer loyalty. By sharing the mission and vision of your agency, you help your caregivers understand the organizational “why” and the driving force behind decisions and policies. Work to ensure that your caregivers feel that they are an important part of your agency and not on an island alone. This will promote loyalty. Loyal caregivers tend to have buy-in, are happier and improve the reputation of your agency. Additionally, they are likely to remain a caregiver longer and become one of your top referral sources as current clients share their enthusiasm for their work with family and friends.
Own Your Results – When you realize that someone from your organization has made a mistake, own it. Just admit you made the mistake and work to resolve it quickly. Clients appreciate when you take responsibility and work to get it corrected. Then ensure that the mistake isn’t repeated.
Exceptional Customer Service – As you can tell, this can’t be emphasized enough and it’s a game-changer for creating loyalty with existing clients.