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Marketing Tips

5 golden rules for providing exceptional client service

By April 30, 2024May 15th, 2024No Comments

In today’s fast-paced health tech, biotech and med device industries—where B2B marketing trends evolve instantly—we marketers face an array of challenges.

From navigating the latest in analytics to creating standout content, the landscape is as exciting as it is demanding. Yet, amid these challenges, our north star remains unchanged—delivering amazing service to our clients.

Initiating a client relationship is merely the first step on a long and rewarding journey. Having a solid onboarding process is crucial to beginning a fruitful relationship.

But the real question is, how do you continuously provide top-notch service after that initial spark wears off?

Our healthcare tech marketing agency is committed to exceeding client expectations and fostering long and rewarding client relationships

Here are a few golden rules we live by:

Golden Rules for Exceptional Client Service

1. Communicate

This may seem simple, but communication is an art—too little leaves clients anxious, and too much becomes overwhelming. The key is to be responsive, informative, and concise, especially in written communications. Be direct and professional. Never leave a client waiting for a response. Sometimes a quick acknowledgment is all that is needed to ensure a client knows they are a priority. Having a strong project management tool is key.

2. Partnership over service:

Collaborate with the points of contact. This builds rapport and helps you to better understand them and their organization’s needs and goals. Listen and do your best to anticipate their needs, and be ready to support them, whether it’s for an upcoming conference or a last-minute presentation. Exceeding expectations builds trust and turns your contacts into champions within their organizations.

3. Honesty is the best policy:

Just like you, your client is a person, they appreciate your honesty (most of the time). If a campaign falls short, discuss what could be improved openly rather than shying away from the tough conversations. Your clients will value your honesty and your commitment to better results.

4. Respect their time

Everyone is busy these days—the meetings are endless. Respect your clients’ schedules, always send an agenda, be on time, and don’t let meetings run long. Consolidate requests to streamline decision-making and approvals.

5. The personal touch: Call or Zoom

Digital communication is vital, whether via email, text, or project management platforms. However, sometimes we rely too heavily on digital platforms. Nothing replaces the warmth of a personal call or a face-to-face meeting via Zoom. When misunderstandings arise or an email becomes lengthy, it’s time for a call or face time. These little touchpoints go a long way in reminding your clients how much you value them.

Every Client is Unique

Remember, no two clients are the same. What succeeds with one may not resonate with another. Our approach is always tailored, and client specific and there are many more client service commandments to live by, these are just a few we don’t live without.

At Clarity Quest, our clients are the heart of our agency. Without them, we wouldn’t be where we are today. By putting their needs first, we don’t just meet expectations—we aim to exceed them, one successful project at a time.

Courtnay Huber

Author Courtnay Huber

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