At In Focus Studios, we pride ourselves on keeping the client happy. At times it can be challenging, especially when they are dead set on a particular idea and we know that it just won’t work. It takes educating the client and reminding them that we do video all the time. This part is always the toughest for me. Growing up, my family was in the restaurant business. I was trained at a very early age ( 9 yrs old to be exact) on customer service. I was taught to smile, keep things clean, anticipate a customer’s needs and provide it before they have to ask. Finally, always give a sincere “thank you”. I had worked this way up until I was 22 years old. That is when I became a manager for Domino’s Pizza. I went through a year long of training before I received my own store. They taught me many of the same rules. But there is one rule that has stuck with me to this day:
Rule #1: The customer is always right
Rule #2: Re-read rule number 1
So as you may imagine, keeping the client happy is in my blood. I believe that all the rules apply even in the video world.
What is so wonderful about being in the video business is that everyone needs video. That being the case, we work with a variety of businesses and each video is custom to their industry. So, how do we keep a corporate video client happy? It is simple; keep things clean, anticipate and smile.
Since 85% of business starts on the Internet, we present a crisp, easy to navigate website. We make sure it is very easy for the client to communicate with us. Once the client contacts us, we schedule a meeting and always arrive early and dressed professionally. Doing research on the company before we meet helps us to anticipate their needs. And of course, give gratitude for the opportunity to do business with them.
Once we have their vision, we set a schedule for the production. During this process, the corporate client will have their say throughout. This is where rule #1 can be challenging. So learning to educate the client in a way that doesn’t insult them takes practice. Something that we at In Focus Studios have spent a lot of time perfecting.
In some cases, this may take a little extra time showing them what their idea would look like and having them realize that it wasn’t such a good idea after all. But for a corporate client who potentially can be a repeat customer, it is worth the time.
Now that we have worked through the details of producing the video, the icing on the cake that always keeps the client happy is delivering it ahead of schedule.
Share any tips you may have to keep your corporate clients happy.