Contracts and customer service go hand in hand. You cannot have one without the other.
When a customer decides to enter into a contractual agreement with a service provider - the provider needs to ensure they keep up their end of the bargain. Assuming a customer will always subscribe to the terms of the contract is a myth. Customers don't just sit and wait for service providers to make miracles.
How do you make sure the people who are contracted to you continue to use you?
The easiest way - Excellent Customer Service!!!
- Maintain the conversation. Don't assume that because you emailed a client months ago and haven't followed up with them since then - that you are still the first choice deliverer of services.
- Keep in touch with your clients. Make sure you are at the forefront of their thinking.
- Don't assume because you have a contract you will always be their first choice. If your client doesn't hear from you or can't see you - guess what? They'll move on.
- Treat your client the way you want to be treated - with respect. If they ask a question - answer it! Respond to emails, make telephone calls.
- Create and maintain a communication plan. Emailing quarterly - just isn't good enough.
- Make sure everyone in the organisation understands what the agreement is and sticks to it. Have copies of the agreement handy, refer to it, remind people about it.
- If you make promises - make sure they happen. Customers don't forget. If you tell someone you are going to do something for them - do it!
The relationship between service provider and client is no different than any other relationship.
Both partners need to work together to ensure the relationship works!