
From technique to client service
Published on July 26, 2022
Many times, innovation within a business is taken as a synonym of technological development and implementation. However, though this is an important component, not all efforts must be focused on that: client service is just – or maybe even more – as important.
You can have beautiful new interfaces within a website, tackle digitalization head on, create a more personalized service with the help of an AI, deliver 24 hours a day, but if the client service you are providing is deficient, slow and it does not help your client when they need it, your business may have a problem.
Beyond the material world
When thinking of ways to create a better experience for those clients that are constantly buying your products or services, don’t think solely on the price, but on the quality of what you are offering them.
Quality is built around 4 factors:
- How easily can a product or service be acquired
- What are the components of said product or service
- What problem is it solving
- For how much time will it solve the issue
If the answers to the aforementioned questions are good, then you must likely have a high quality product.
Quality, aside from having a tangible dimension, has a symbolic one as well, which is translated into the reputation that a brand is associated with through time and their clients’ demand for their products and services.
This symbolic weight that a brand is given by its clients has a material consequence: income. Whenever you start building true loyalty, that is because your clients have already embedded your brand and company, and not just your product, with trust.
This loyalty, aside from having its origin in the quality of what you are selling, is also heavily influenced by the client service you are providing.

It’s about making it easier for others
Client service has to do with the experience that is created when offering the full pack that comes together with buying a product. From clarity towards what the product does and does not solve, to the repair of any flaw it may have.
However, that does not mean businesses should be servile towards their clients; it means they have to be attentive and provide clear and concise answers to their questions.
Making it easy for your customers is a great way of providing high quality service, and it will bring you loyalty in return.
For example, whenever someone has to wait for hours on the phone until a company employee is able to provide a solution to their problem, or whenever a wrongly configured AI interface does not give a proper answer to a question, or when the first word a client hears from the sales representatives of the company is “no”, you’re not making it easy for them; in fact, you are making it very hard for them to buy a product from you ever again.
If your company has a good client service and you want to know more about it, approach them and ask them what are the normal issues they encounter on a daily basis; it will even help you design better products.
And if you are still unsure of what your clients want, you may want to follow that old quote: keep it simple.
The simpler it is to go through a path, the more people will go through it, the more clients you will have, and the more loyalty you’ll cultivate; therefore, your income will grow as well.
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