Ehsan Alkooheji, General Manager, Kooheji Systems
Building a great client base is dependent on delivering a great product or service. Client loyalty is only achieved by delivering quality in every step of the way. There is no silver bullet to simply achieve this, it is a combination of the entire experience you continuously deliver.
Dealing with difficult clients is not difficult in itself, as long as you remain professional. Don’t make the situation more difficult for yourself by getting distracted and taking it personally. Stick to what has been agreed, and deliver on your promises without compromise.
Eyad Ebrahim, Director, Web Avenue
Create a good product, maintain quality and focus on customer service. these three factors make up the customer’s experience and how they feel about the company. a happy customer is more likely to do repeat business.
Difficult clients are still clients, deal with them the same way you deal with others. Look into what they perceive as the problem and try to clear it out, if it’s something out of your control try to end the relationship in a friendly manner, and focus on your other clients.
Wafa AlObaidat, Creative Director, Obai & Hill
You build a loyal profitable relationship with your clients by providing value for service, and by over exceeding expectations and by acting as a consultant to your client, making sure they are up to date with new media and new findings from reports. Dealing with difficult clients has been one of the biggest challenges I have faced especially as we are a service-based business. I have come to terms with the fact that I cannot make everyone happy, and sometimes it is best for us to terminate a relationship with a client who does not understand the value of brand awareness, or is misinformed in terms of the value of marketing, or are eternally unsatisfied and is unprofessional.
Yazin Alirhayim, Entrepreneur
Be human. Most startups try to hide the fact that they’re small by putting up this facade of a huge company, and pushing fancy titles around like Chief Executive Officer. Instead, I just share it like it is. I don’t send out fancy HTML newsletters with pristine graphics — I just send text email updates that start with “Hey Name” and read like normal humans talk. This has driven much greater engagement.
As for the difficult customers, then you treat them the best. That’s the true test of what you stand for as a company, but also as a leader.
Zaman AH. Zaman, Entrepreneur
Give your customers quality and they will award you with loyalty it’s as a simple as that. People will always appreciate quality even if your product/service is priced slightly higher than your competitors. I personally encourage transparency and explaining the service process or the manufacturing process to customers. It helps form a bond and they will feel connected to the brand because they know how the final product was formed or the service was delivered. Time value vs potential revenue is what you should have in mind when dealing with difficult customers. You must compare the amount of time you spend satisfying a bad customer to gaining a new one and the potential revenue from each, then the answer will come to you naturally.