How to Respond to Increasing Client Demands

Per Gallup, the post-pandemic client is more demanding and harder on employees. Here are 6 tips for you and your team to manage expectations.

“They are looking for better quality experiences especially since costs have risen.”

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1. Quality service isn’t expensive but does require presence. Are you fully present and engaged with the client or are you multi-tasking? Are you rushing a client through a process or meeting? When people feel rushed they’re more inclined to pump the brakes and start to second-guess your intentions.

• Do you remember their preferences and interests?
• Do you reference notes from previous conversations so they don’t have to repeat themselves?
• Do you take action promptly or need to be reminded?

“Customers expect to be waited on immediately. They want personal service, and no one else matters. They are first, no matter what else you are dealing with.”

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2. Acknowledge clients waiting. A simple response to let them know when they can expect your help. I learned decades ago in my first retail experience that a nod or hello and smile can go a long way, especially during the holiday rush season. 😅

• In person: “I’ll be with you in 2 min.”
• Online: “I’ll have an answer for you by end of the day.”

“Customers are more demanding and are less tolerant of any perception of failure or error.”

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3. Clients are savvy and more informed. If they feel you’re hiding information or withholding service, you’re already losing. Be upfront when there is a service issue and let them know how you’re solving it. This helps them maintain a sense of control instead of feeling like they have another problem in their day to solve.

“Customers expect anything they need/want done to be available remotely.”

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4. Brands with strong identities aren’t expected to follow mass markets. No one expects a Bugatti to be a Buick. Know your market, and your positioning, and educate your clients accordingly.

“Customers want a stronger virtual experience. They don’t want to do business in person anymore.”

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5. Clients don’t want to waste their time in person or online. Make service painless.

• Do you have an easy to navigate FAQ? An FAQ is quicker to navigate than a chat-bot.
• Do you have a team member who can respond promptly? (or refer back to tip #2)

“Most customers prefer virtual meetings due to convenience and cost.”

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6. Who doesn’t want to save time & money? You can still make a great impression. Be creative.

• How can you add to the virtual experience?
• Can you send a part of the presentation in advance?
• Can you have refreshments + snacks delivered?

Mindset is your biggest competition. Will you and your team see these demands as overwhelming or an opportunity? Will you defend your position or lean into the evolving client relationship?

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