Why Great Service Will Get You More Work

9 Apr

Soo.. last week we covered how to guide a client through the process of you making and delivering the work/project. This week we’re talking all about how and why to provide excellent customer service to those who you work with. Whenever I put extra effort into this aspect of my business, I see repeat customers and referrals skyrocket. This is why it’s an important area to focus on if you do have a couple of clients but are struggling to grow and get more work.

Most of my new work is referrals and repeat customers!

I can confidently say, I would have seriously struggled to grow my creative practice to be financially sustainable without the use of referrals.

I think this is fantastic news. It means that you don’t need to be out building connections from scratch in order to get more work. You just look after and do a fantastic job for the clients you already have and they could go on to send other work your way in the future.

However.. it doesn’t mean that you can just kick your feet up and let the work come to you. When someone refers you they’ve done the first step of introducing who you are, it’s then your turn to step up and close that sale.

Utilise your other experience

First off, many of us have been working in hospitality or retail to help fund our practice.

We often see it as a slog and something which prevents us from being a ‘proper’ artist.

Well, I’m about to tell you that you actually have an advantage over your competitors. Those long shifts of dealing with rude customers has given you the resilience and know how to provide great customer service.

I really disliked all the hospitality jobs I had. Working at McDonald’s is a lot harder than people think. Waking up at 5am to head to work only to have an ignorant customer throw a hot coffee at you from the drive through window. I can’t tell you the amount of times I’d be in that walk‑in chiller just sobbing. You can bet nearly every person in those similar industries can relate to my story.

All that crap has built you a thick skin my friend. Utilise these skills when working with your clients, so that no matter what type of client you may be serving, you always show up with a smile and a willingness to help.

How do you get someone to refer you?

Similar to what I said previously, you do a fantastic job and look after your client.

Think of that restaurant you went to, they provided great service and lovely food, then when you saw your friends or family you recommended it to them It’s the same thing.

Not all referrals will come right after you’ve completed the work. It could come 1 month or 1 year later. However, the work you put in becomes accumulative, over time is stacks up, enough people know you, enough people recommend you, it gets to a point where this is now your full‑time income.

Great ways to help this journey along is by asking your customers to leave you a review. I have my website and google business page set up for people to leave reviews. You can also say this to existing clients:

Hi,

I have really enjoyed working with you and loved creating this project/commission.

I am currently focusing on growing my creative practice.

Do you know anyone who would benefit from my services? I would be grateful if you could connect us so that I could reach out to them to see how I can help.

Best wishes,

Natasha

Surprise and Delight

We all have an idea of what great service looks like. But have you heard of the “Surprise and Delight” concept?

It is a strategy that gives customers unanticipated perks which in turn leads to:

• Loyal customers

• Higher spending customers

• More word‑of‑mouth referrals

You can implement this idea in a number of ways in your creative practice. Think of it as going ‘above and beyond’. For example, with my projects I’ll often provide my clients with short videos of the making process, which they can use to enhance their social media or website. These are free of charge and often sent over email as a surprise extra.

Putting this additional effort in is so powerful to get more repeat customers, referrals and up the quality of your customer service.