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10 Ways to Exceed Your Client's Expectations Every Time!
The following tips are just a few of the things I do as examples
of setting my service apart from the crowd. In general, the
weakest areas in the Internet Marketing and Web Development
business, are "Customer Communications" and "Customer Service.'
Set your effort towards learning to deliver "excellence" in both
customer service and communication, and you'll have distinct
advantages over many other competitors. These tips are based on
the tried and true method of "under promising and over
delivering."
1. Manage expectations on initial Search Engine placement:
Do NOT tell your prospect that you will get their web site
placing in the top 10 search results right away. Don't guarantee
that you you'll get them thousands of visitors right away. I tell
my prospects that I will do my best to position them within the
top 30 search results initially. As you know, in this business
there are no absolute guarantees, but even if you can often
position a client within the top 10 search results on at least a
few of the Majors right away, think about what you say before you
say it.
People are tired of hearing a lot hype. Many firms make the
mistake of pedaling a lot of trumped up claims, even before they
learn and understand a prospects business. With so many people
out there, who will promise the world to get a sale, a little
realism goes a long way to establishing your credibility. Setting
a client's expectations low initially, only enhances the effect
of achieving a high-ranking result. Why not initially tell your
client something that is EASY to believe.
I like to teach the client to expect top placement over a period
of 3 to 6 months. It's much easier for them to believe and for
each time you immediately place within the top 10 quickly, the
client has another exciting surprise! Learn to under promise and
really over deliver every time! Focus on educating your clients
and teaching them truths that others only gloss over (or are not
aware of themselves).
2. Blow away old misconceptions
While some web firms talk about the huge volume of "Hits" to
their customers sites, I teach my prospects very early, that
"hits" are irrelevant. Hits are not the best means of determining
site activity. A hit is NOT a visitor. A hit can be any action
from the server. For example a page that displays 1 image, 10
buttons, 1 logo and plays music in the background, might generate
up to 14 hits for every visitor to the site. This is best
explained by showing the client an activity report and pointing
out the difference between hits (any action from the server) and
User Sessions (actual visitors). Eliminating any of the common
misconceptions about traffic right from the start, will serve you
well in a marketplace where others are selling nothing more than
hype. Set yourself apart from the rest. Instead of letting
customers believe old ideas, educate them and help your customer
to grasp how things work.
3. Teach your client about the time required for initial
indexing:
I tell my client not to expect much site activity right away. I
like to prepare them for the time it takes robots to visit their
site for the first time. Once again, this a great opportunity to
set your client's expectation a little lower. If we give them an
expectation of waiting approximately 6 weeks after registration,
before traffic commences, we know that some search engines will
probably begin to visit in 3 to 5 weeks. Indeed a few may
occasionally even visit within just 48 hours from the time you
register. However, creating an expectation of 6 to 8 weeks allows
you to out-perform yourself every time. If you really must
exaggerate...then under promise and over deliver.
Success Principle: Teach your client's the truth and learn to
manage your client's expectations. If you deliver above average
results and communicate well, you will have a client for a
lifetime.
4. Tip on Mass Search Engine Registration:
Have you been telling your client about how you are going to
register them with 250 search engines for free' This is an old
out dated approach but you may be surprised at how many
competitors will be saying the very same thing (because literally
anyone can buy auto submission software).
I take a different approach.
I ask the prospect this question:
'Have you ever wondered why some web developers may offer to
register you with 250 search engines for free'' The answer is
simple...that's exactly what it's worth. ZERO ......I then go on
to teach them how targeted traffic is only realized through
achieving a high ranking on the Major search engines. Show them
an activity report to validate it. Then educate them about how
you remain focused on optimizing their Web site for the Major
Search engines.
Market DataCopyright 2005 Auction Resource Network It doesn't take a genius to make money on eBay, nor does it require .....
By setting realistic expectations on search engine registration,
and telling them the truth about where most of their traffic will
come from, you once again are providing an education that others
in the business forget to give their clients.
5. Teach your ......
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