When you launch a new business venture the first hurdle can often be the mounds of paperwork and administration you face. When this happens it's easy to forget what lies at the core of your business, and that is providing an unparalleled level of service to your customers.
Why? So that they come back, of course. Customers are the lifeblood of any business so they should be your number one priority.
This is often the case in the travel industry where more professionals are looking to use their knowledge and expertise to build their own successful travel businesses, only to then realise that half their time will be spent doing paperwork as opposed to what they do best: selling travel and servicing their customers.
The key to building a successful business is to make that personal connection with each and every customer. Building an emotional attachment with a client will ensure a customer for life. It will also ensure that they refer and recommend you to others, which is the best form of advertising you can get.
Go that extra mile, follow up every phone call and enquiry and add a personal touch to your service. Make sure you document your clients' details, both personal and professional. Customers appreciate a birthday or anniversary card and it will often result in a reaction, prompting them that they need your services.
Start by writing yourself a list of key ways to keep in contact with your clients. Think about ways in which you can add a personal touch. For example, we provide agents with a list of ‘golden habits' with top tips and methods in which they can ‘touch' their customers. Agents incorporate this into their every day routine and it pays dividends. A repeat booking rate of 60% and a customer satisfaction score of over 90% are testament to that.
However, the big question is how you can provide such a high level of customer service while running a business and managing all the paperwork that comes with it. There are franchise opportunities out there that provide support which includes taking care of all the back office work and administration, allowing you to focus on building your business and connecting with your customers.
As customers become savvier and more discerning you need to offer added value, that something extra that will make you stand out from the crowd. The rise of the internet has made it all the more imperative that you can offer clients the knowledge, expertise and service that they simply would not receive elsewhere. Making a client a ‘friend' will not only help you to do this, but it will build a loyalty between you and them that is invaluable.
In return you will feel happier and more fulfilled. Having happy customers who tell you they are happy is the biggest compliment you can get in business.
I encourage anyone selling a service or product to put the customer first. I know this can often seem difficult when you are juggling the many other things that come with running a business, but adding that personal touch really will pay dividends in the end.
Steve Byrne is managing director at travel franchise company Travel Counsellors. For more information visit www.tctravelacademy.co.uk
