How to build company culture in a scale-up
An ongoing challenge for many businesses, especially for smaller, leaner organizations is to create a connection beyond the transactional nature of the customer-business dynamic.
Smaller, leaner organizations lack the resources needed to follow-up and communicate with their clients in a timely manner because they just don’t have enough hands to tackle everything. Building a meaningful connection with their customer base seems almost impossible.
What’s more, businesses need to be prepared to communicate with customers across a wide variety of channels on a timely basis, since different customers have different preferences for the communication channels they prefer to use.
This presents a challenge, as expectations have evolved:
With online reviews now the go-to barometer of business reputation and reliability, how can lean organizations tackle these challenges? Our top three suggestions:
Customers who feel a strong connection with your business are likely to be more forgiving when something goes wrong, and less likely to leave bad reviews.
Social media makes it easier than ever to build & nurture personal connections. A good way is to look up your best prospects and clients on social media and engage with them: start a conversation or congratulate them on their personal achievements. Just a short message can become the seed that will plant a long-lasting relationship!
You’ll also get additional information on the client’s background:
This will help you make a personal connection with your customers beyond the service you offer.
Once you have developed a client-customer relationship, make sure you ask for feedback. This will help you improve your client experience, and your customer will appreciate your interest in what they think of your service.
Connecting with customers during irregular hours and engaging with them is exactly the kind of task small businesses should consider outsourcing to a virtual assistant with a background in customer service. Whether it’s answering emails, sending social media direct messages or meeting requests, a virtual assistant can keep your customer service machine running, even while you’re offline.
A virtual assistant will also help you save money vs hiring new full-time staff. You don’t have to spend on office space, additional taxes, maintenance costs, employee benefits, etc. Virtual Gurus can match you with a virtual assistant who is skilled in customer service to fill the gaps in your team’s schedule.
To make sure that your virtual assistant is well-equipped to handle incoming inquiries, make sure to provide them with the necessary tools so they can provide a successful experience:
Let us help you achieve the growth your business is looking for while you continue to engage and impress current and potential customers.
If you’re looking for more ways in which a virtual assistant can help your business, check out five of them here. If you’re ready to find your match, book a call with us.