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Blogs by Erica Mitchell


Give Thanks to (and for) Your Clients

November 20, 2018 / by Erica Mitchell posted in Small Business Advice, Business Advice

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Thanksgiving is a good time to pause and reflect on what matters in our lives: our family, friends and freedoms, our good fortune and good health.

It's also a good time to acknowledge something else that's essential to our sense of well-being — something that some small-business owners may take for granted: our clients.

Gratitude Is an Attitude
Do you remember when you landed your first customer or client? Remember how special that moment was? Your goal of running a business was no longer an abstract dream. It was real — and all because that first client had faith in your ability.

Remember how grateful you were? You vowed to reward that vote of confidence. Your goal wasn't merely to satisfy your client, but to delight them.

That should still be your goal today with every client. Delighting clients isn't just good for the soul; it's good for business. And it can lead to more business.

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Eight Tips for Boosting Client Delight in Your Organization

August 2, 2018 / by Erica Mitchell

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This is the final article in our three-part series on Client Delight. Click here to see the first article, "Why Client Delight Is Critical to Your Business." Click here to see the second article, "Measuring Client Delight: Are Your Clients Happy?"

Mastering the concept of Client Delight starts with seeing client/customer satisfaction as every employee's responsibility — and recruiting, training and treating your staff accordingly.

Since 2004, we at Supporting Strategies have built our business around a commitment to client service. Along the way, we've continually picked up best practices from experts in the field, our customers and our team members.

Here are eight points you should keep in mind with regard to Client Delight:

  1. Client delight is a human resources issue. Keep it at the forefront of managing staff — from recruitment through evaluations, perks and promotions. Provide ongoing staff training around expectations, and include client satisfaction as a key measure of employee performance.
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Measuring Client Delight: Are Your Clients Happy?

July 24, 2018 / by Erica Mitchell posted in Small Business Advice, Tips for Startups, Business Advice

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This is the second article in our three-part series on Client Delight. Click here to see the first article, "Why Client Delight Is Critical to Your Business."

Too often, we learn our clients are disappointed only after it's too late. After all, even the closest client relationships don't always offer up the information needed to measure client satisfaction.

The good news? Getting that information isn't as difficult as it may seem. While technology and social media have reduced business owners' control of the message, they've also provided new ways to assess Client Delight. The key is taking a multifaceted approach that includes a range of tools and strategies.

Surveys help you understand how you're measuring up in a client's eyes.

  • Create quick surveys that take only two to five minutes to complete.
  • Send exit surveys to clients when a project is coming to a close (e.g. if you're a landscaper wrapping up a one-time job with a client).
  • Schedule bi-annual surveys for clients with whom you have an ongoing relationship.
  • Always follow up on negative survey feedback as quickly as possible to salvage the relationship, if possible, or at least stem the tide of negative word-of-mouth.
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Why Client Delight Is Critical to Your Business

July 19, 2018 / by Erica Mitchell posted in Small Business Advice, Tips for Startups, Business Advice

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This is the first article in our three-part series on Client Delight.

Client Delight is all about exceeding client/customer expectations and fostering long-term relationships. When done well, this strategy can boost referrals, increase revenue and set your business apart. HubSpot pushes the concept even further, making the case that client delight is about pleasing not just existing clients, but also potential ones, at every opportunity and brand interaction.

Focusing on Client Delight is much more than the marketing trend of the moment. In fact, mastering Client Delight might make the difference between seeing your business fade or flourish. We even have the data to prove it. Research shows:

  • It's 50% easier to retain an existing client or customer than it is to attain a new one.
  • It costs between five and 30 times more to attain a new client or customer than to retain one.

Those numbers make a compelling case that ignoring Client Delight can do significant damage to your company and its brand.

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Fall Bootcamp Series: Business Fundamentals Bootcamp

September 22, 2017 / by Erica Mitchell posted in Boston, Orlando, Southern New Hampshire, Northeast Florida, Merrimack Valley, North Shore Long Island, Bookkeeping Services, Boise Idaho, Brooklyn - Staten Island

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Hosted by Supporting Strategies, the Business Fundamentals Bootcamp is designed for the CEOs and CXOs of early- and growth-stage companies. The events include speakers and panelists who lend their expertise on tactical issues and opportunities for growing businesses focused on topics in marketing, finance, law and human resources. View the full schedule online and register to join us at one of these events.

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