Best practices: Being attentive to clients

FINDING clients in a competitive market is always a difficult proposition. But keeping them after securing the business is almost as hard, if not more difficult.

Good customer service is usually hard to deliver given the high level of expectation clients expect from service providers. Consumers always expect the best and need to see full value in return for their investment.

One simple, yet effective way of retaining and maintaining clients, is by being attentive to all their corporate needs and requirements. Our experience has proven that by going the ‘extra mile’ in meeting & exceeding client expectations, the customer is not only content, but happy to transact business with us.

Feedback from one of our clients, Agova, the business consultancy, shows that our service provision is valued and appreciated.

Agova Managing Director, Indiana Baseden, commended Manic Creatives’ special attention paid to detail.

Asked in an interview if she would recommend Manic to other companies, she said would and commended the growth agency’s attention to detail.

“Yes, absolutely! I think Manic does a very good job at being attentive to the client. I have specific and high standards when it comes to design and aesthetics. So, I definitely gave quite a lot of comprehensive, tricky, complex feedback when we started the website revamp, and I still do. And what I have always appreciated is that they (Manic) take in that feedback and will work to get to the end goal, rather than be like, ‘oh no, that’s too much, we can’t spend time doing that because that’s not as per the agreement…’ So, I really appreciate the consideration of that feedback to what the client is saying and just deliver on what the client wants,” Baseden explains in an interview. 

“What I have liked as well is that they have provided advice, saying like a blog would help in putting you out there, ‘try this, try that’ kind of thing. So, I liked that co-creation. It’s quite similar to how we work so I really appreciate that.”  

She recalls that Agova’s website revamp through Manic’s intervention had increased their online visibility.

“We really engaged Manic on two things: the website revamp a year ago and the Client Relationship Management (CRM) software that they helped us implement through HubSpot. Both of those have had quite a bit of impact. The CRM is a work in progress, we’ve just started using it in the last two months. But at least from an internal perspective, it’s certainly helped with a more seamless, smooth, efficient, digitised process, which was very-like manual before: it was on spreadsheets, it wasn’t consistent, standardised. So, I have already seen the impact of that internally in terms of having a seamless client relationship process,” adds Baseden.

“In terms of the website, the big revamp definitely helped to put us out there. I don’t have the statistics, but it’s been very clear that our traffic to the website has increased since last year. So, there’s a clear impact in terms of traffic through the website, which obviously means we have more visibility. I know that as a result of blog posts, content and material, we’re also posting on social media so I get a lot of notifications about the visibility that Agova and I are getting on LinkedIn in particular. So, there’s definitely been a significant impact on our visibility online.”

Being attentive to clients is evidently good practice, regardless of how challenging the tasks they need executed. It all pays off in the end.