Exceeding Clients’ Service Expectations

There is a saying, “Your customers don’t care how much you know until they know how much you care.”

It has been proven true for many agents during this recent hurricane season.

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The opportunity to showcase stellar service during a tragic time resulted in many consumers realizing the value and relevance of travel consultants. Research shows that when clients are assisted quickly in the aftermath of catastrophic events, they are more likely to post positive reviews and show gratitude than ever before.

Hurricanes Irma and Maria enabled many agents to shine. When your customers have a problem and you fix it, they’re actually going to be even more satisfied than if they never had a problem in the first place.

Clearly, we never want problems to arise for our clients—so how do you work toward ensuring they’ll be devoted to you from the beginning of the sales process and onward?

Here are five strategies for creating stellar customer service.

Anticipate Customers’ Needs

Customers’ needs are more emotional than logical. They buy the “feeling” they get when they work with you more than your service.

Get to know your clients, communicate with them regularly, and listen to what they hope to accomplish. This will help you understand their needs.

Make Your Clients Feel Appreciated

Being gracious is an oft-undervalued trait. By thanking your clients, and remembering their names and travel preferences, you create positive feelings and trust. People want to do business with companies that sincerely care about them.

READ MORE: The Millennial Travel Agent: The One Client Who Matters

Be Precise in Your Communications

Make your clients aware of important information by communicating clearly. Keep it simple and leave nothing to doubt. Use positive language, as consumers prefer to work with people who are happy and excited for them.

Know How to Apologize

When something goes awry, apologize—even if it is not your fault. Even though your clients may not always be right, they will appreciate that you are sorry they are upset.

Immediately deal with issues and let clients know exactly what you have done to resolve them.

Exceed Expectations

There are always ways to go the extra mile and provide something totally unexpected. Evaluate how you follow up with clients and thank them for their business. Make it a priority to create “WOW” moments and you will rise above the competition.