Process serving is very different from other jobs in numerous ways, except for one: customer service. Each of your clients merits it, and there are ways that you can simply and swiftly make improvements to this part of your business.
1. Analyze Your Turn-Around-Time (TAT)
How does your TAT measure up to your competition? Is there a way you can reduce your TAT? We all know that there is no shortage of clients who wait until the last minute to find a process server. Process servers who advertise eleventh-hour services can not only serve those clients in dire straits better but can build a distinct niche in the industry that provides services to those unique clients like no one else.
2. Consider the Range of Your Business
To build repeat customers, it is necessary to supply the services they need. Consider widening your business into the areas of skip tracing and locates, for instance. By providing a wide variety of services beyond simple service, your prior clients will be inclined to make you a one-stop shop for all of their legal needs.
3. Are Your People "People" People?
Keep in mind that process serving is a business that is associated with people during, or right at the beginning of, some of the toughest times in their lives. By recruiting staff members who like working with others and who have outstanding people skills, you will be sure that your clients feel welcome and trust you and your business.
4. Preparedness
Providing training sessions to advise your staff with troublesome clients and scenarios will provide a safe environment for both them and your clients.
5. Ask Your Clients for Feedback
Making your clients' opinions important to you reveals that you care about their experience with your company, and offers a personal touch to your business that clients remember and which will make them repeat clients.
6. Act on It
Acting on their comments shows that you take them seriously and are committed to making their experience with you the best one possible.
7. Shock Them-In a Good Way
Stunning your clients with an unexpected greeting or thank-you note, or bestowing a referral bonus for them, is a sure way to make your clients feel appreciated. For your current repeat customers, bringing in coffee or bakery items once in a while keeps you fresh in their minds and is also a great networking strategy.
8. Be "In" as Much as You Can
Managing your own business is challenging, but being around the office or otherwise immediately and easily available as much as possible gives a positive impression to employees and clients, who believe you are there when they need you.
9. Two Alternatives
When challenged with a client issue, keep in mind there are two solutions. One, to immediately remedy whatever is at hand to make the customer satisfied without delay, and two, to investigate the cause of the problem and find a resolution so that it does not occur again.
10. Don't Get Defensive
When a client comes to you with a problem, which unquestionably they will, don't play defense. Listen to their concern and practice these words: "I'm sorry. Let me make sure it never happens again."
With a few basic customer service strategies, you can convert your business into one that clients can't wait to talk about or utilize again.
Source: http://ezinearticles.com/6090335
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