Case Study- Client Communication within Studio: Tiffany Gouge
From Initial contact, clients are greeted with a warm welcome and made to feel important. Whether it be via phone call, email or visiting the website, I take time to listen to my client’s needs and formulate an idea of what they want and if my services are right for them.
If local, first meetings are conducted over coffee (my shout!) or via skype if remote. I always travel to the client, saving them the troubles of coming to my office. First consults are always free and client can pick my brain for as long (or as little) as they like. I usually only book one person in per day so I can place all my time, focus and energy on helping that one client.
All new clients are given an information package that contains information on my services, a personalised welcome letter and print samples to help make our transaction easy. Giving client’s access to this information, allows them to make the right decisions regarding their job. They also feel at ease and less overwhelmed if I have provided the information to them up front.
As well as providing my client’s with the best service possible, I also supply my client’s with access to a wealth of my knowledge and resources to ensure they are getting the best out of my business; and in turn their own businesses.
- INFORMATION PACK
As mentioned above
All new branding clients are given a questionnaire to fill out to help me (and themselves) understand exactly what makes their business tick. In turn, this enables me to design a brand that is right for their business. By providing this form to my client’s, I make sure my dealings with them are to the point and personalised to suit them. ( Form can be accessed here: Studio: Tiffany Gouge Design Brief )
During my years of business, I have experienced the frustration of business owners that have not been provided with the correct graphic files, or correctly formatted files for print. Or the customer lacks the knowledge to communicate their requirements invariably resulting in disappointment. In an attempt to make a real difference in my industry and support my crusade for outstanding service by helping business owners avoid these pitfalls, I wrote a book entitled “Guide to Creating your Business Image and Branding”.My Press release explaining the book and outcomes for my clients can be accessed here: http://tiffanygouge.com.au/book-press-release/The book is available as a hardcopy, PDF and EBOOK – catering for everyone’s preferences and budget. (purchase here)
I have set up tutorials and other informative articles on my blog, to give client’s that extra but of help to complete their DIY projects – also saving them money. My blog can be accessed through this link: http://tiffanygouge.com.au/tg-blog/
To give my clients the best possible service, I have partnered with other businesses similar to mine and have created a referral network. For example, Susie Campbell from Little Black Book Marketing provides marketing and editorial services. This saves my clients having to surf the net for hours and sifting through phone books. We also bounce ideas off each other which in turn develops the best possible ideas and outcomes for my clients and their businesses.
DURING THE JOB
I always make an effort to contact my client’s several times throughout a job. Nothing gets done without a client’s input or approval. For example, my logo design process (below) contains constant client contact. I believe the best relationships are formed through trust and communication and I pride myself on forming strong client relationships through communication.
“…. you always kept me updated on the progress of your work.” – Kate Monaghan
AFTER SALE SERVICE
Once I deliver the final invoice, my communication with a client do not cease there. I implement the following procedures to ensure client’s are well looked after because, I am not happy unless they are happy!
- EMAIL LIST
All clients are added to my specials email list (with their permission of course!). Every month they receive discounts and specials to help them with any further projects.
- CHRISTMAS GIVEAWAY
Each 2nd year, my business partners with other local businesses and we hold a Christmas giveaway. This gives people who may not be able to afford our product the opportunity to win a product from each of our businesses. Last year, the cumulative worth of the prize pool was $3000, of which we had 5 winners.
- MONTHLY CONTACT
Each month, I endeavour to contact each of my clients individually to see if they need help with anything or if I can assist them in any way. All of my clients know that if they need help, all they have to do is ask!
- CHRISTMAS CARDS/WINE
Each year I send my clients a Christmas card, thanking them for their business throughout the year.
- SOCIAL MEDIA
I invite all clients to connect with me via social media platforms. (LinkedIn and Facebook). This allows me to get to know my clients on a personal level, which helps strengthen our business relationship. Some of my client’s have become life-long friends this way, which also created a referral network for all of our businesses
“I cannot rave enough about Tiffany and her work. Not only did Tiffany listen and I mean really listen, to my design brief, she made valid recommends, considered and offered up suggestions which I had not even considered and approached the job with an extremely thorough and holistic approach. She took time to understand me and my business to ensure that the design she produced, really reflected me and the image I wanted to project. The final design was chosen from the first batch of ideas although this in itself was difficult as almost all of them could have been the one! Tiffany is the utmost professional, is so easy to deal with and I cannot recommend her work highly enough. I will be back and have been already! Thank you so much Tiffany, you are a real find!”- Little Black Book Marketing