7 methods to boost customer satisfaction
Is there a more important project metric than customer satisfaction? If there is, we certainly can’t think of one. CEOs, CIOs and CFOs often insist that hitting budget and time targets is the benchmark for successful project delivery, but if a customer is dissatisfied, coming in on time and within budget counts for nothing.
In this article, we’re going to take a look at 7 fail-safe methods of boosting customer satisfaction. After all, nothing matters quite as much as making your customers happy!
1. Listen to your customers
You’ve got no chance of making your customers happy if you’re not exactly sure what it is they want. Communicating with your clients is not a one-way street. While clear communication is essential on your part, it is just as important to make sure you listen carefully to every little comment the client makes. This will help to resolve any potential red flags on the spot, before they become a real problem.
2. Respond to client phone calls and emails as quickly as possible
You should always reply to customer concerns and queries promptly, regardless of how serious you think the problem might be. Clients can have questions right the way through the process, from the project development phase to after completion. How you respond to these queries can play a big part in shaping the customer’s perceptions.
3. Keep the client updated
Most clients will understandably want to know the status of their projects as they proceed. If there is any sort of change to the project plan, make sure they are the first to know. Regular status updates will put the client at ease and in control. Keeping the client in the loop in this way can help to troubleshoot potential problems and also make them more trusting of your work.
4. Don’t make promises you can’t keep
We all want our clients to be happy, but making promises you can’t keep will always cause disappointment further down the line. The rule is that if you agree to it, make sure you follow through. If you don’t think you can deliver an extra request by a given deadline, saying so upfront is far better than making a promise and then failing to deliver. Even if a request seems unimportant to you, it could be a big deal to the customer.
5. Be consistent
We can’t stress the importance of this point enough. You are the team responsible for making sure a customer’s investment is well spent. When a customer has made a substantial investment in your ability to deliver a project, they’ll want to be reassured. Deliver status reports when you say you will, arrange and attend regular progress meetings, and do your best to hit the deadlines you set. This kind of consistency breeds confidence in your team members and your customers.
6. Keep the project moving
Carefully monitoring the use and availability of resources is the key to keeping the project moving. There should be no excuse for a project stalling. If the customer lacks the funds to keep the project going, that’s one thing, but if the project stalls due to poor scheduling or forecasting on your part, you have to expect customer satisfaction to fall.
7. Monitor the project’s scope
Experienced PMs will know just how quickly projects can grow beyond their original scope. Keeping your team focused and working within the project’s scope is key to its timely delivery. If there are additional items that are out of the project’s scope but still necessary, orders will need to be changed which could impact on the project’s profitability. Monitoring the scope of the project closely will ensure the right tasks are completed on time and any additional items are paid for.
How can Hydra help?
Hydra is the only PMO automation solution that combines the benefits of project and portfolio management (PPM), business process management (BPM) and knowledge management (KM). Hydra helps your organisation to define, execute, control and govern your projects. The result is the consistent and successful delivery of your projects and happier, more satisfied customers. Get in touch today to arrange a live demo with one of our team.