Small businesses tend to understand their market and will keep relatively modest ambitions regarding who they serve, be that the local area, a few businesses nationwide, or perhaps a government contract that they can uniquely fulfill. Regardless, they know their place and as they try to grow, they make sure that they serve their existing clientele well.
It can be quite perplexing and astonishing, then, for a huge, perhaps even well-known client to solicit our services. This happens all the time, from celebrities walking into smaller restaurants or asking for local businesses to help them with something and apply discretion because of their fame, to companies that are proud to serve a few larger clients like this despite the humble size of their operation.
If this is entirely new to your business, it’s important to try and sit back, assess what is expected of you, and not to overly stretch your usual services or principles simply because someone impressive or wealthy hopes to use your brand. Of course, there many be some provisions you provide, but finding that balance is up to your own judgment.
In this post, we’ll discuss how smaller businesses might think about managing larger clients.
Allow Them To Interface With A Single, Dedicated Team Member
A good way to up your professional presence is to make sure you have one experienced, trustworthy team member handle that client specifically. This can provide an excellent, consistent experience where your team member is able to understand the needs of that client, and will build a relationship with them over time.
If it gets to the point where the client might ask for that staff member by name, they’re familiar, and that means they’re less likely to cut that relationship and move onto a competitor. On top of this, allowing a particular team member to be focused on them can ensure you always apply your gold standard service, especially if that client is generating a lot of revenue. Sometimes, prioritization is important; provided it doesn’t impact your other cherished customers or clients.
Consider Transport & Logistics Conveniences
It’s good to consider the transport and logistics conveniences you might provide to a golden client. For example, you might be happy to travel to provide your services, rent a vehicle to bring them into your offices as well as a trusted driver, so that their trip from the airport is seamless and comfortable.
In some cases, depending on the nature of your business, you may even arrange security from security personnel up to trained protection dogs, allowing a very high-value client to feel comfortable the entire way. This could be appropriate for event management firms, or those inviting guest speakers to their events.
Of course, in some cases, all you need to do is make sure your private meeting rooms are available, comfortable, and filled with the right refreshments for such a visit, which can be enough. Unless it’s appropriate for the event, don’t feel as though you have to roll out a red carpet at every single opportunity. Also note that none of this means you have to fawn over the client; you just have to make the necessary provisions appropriate for each situation, and sometimes to provide a pleasant experience in order to satiate their needs, especially when they’re about to make a massive payment to your firm.
Set Personalised Customer Choices
Another good way to ensure your prized clients feel confident in returning to your firm will be by setting preferences with them. We all know that cafes or bars will tend to have a regular order memorized for their frequent guests, and it might be that this principle can apply to the services you offer.
If a multi-national firm asks your company to update its IT systems, but only wishes for certain scaleable elements of your IT service package, then it can be good to only offer those, and while you may remind them that you have other services from time to time, don’t feel offended if they only wish to use your company in a certain way. If they’re paying, you’re going to be in the best place anyway.
A personalized approach can showcase a deepening relationship. It’s also likely to keep them at your firm, as getting up and finding another company to provide this exact specification takes time, energy, and a good deal of onboarding. Why would they do that when you’re already the most convenient option?
With this advice, we hope your small business can better handle a larger, sometimes even prestigious client. Provided you treat them as you would anyone else but make your business available and convenient, you may ensure a great amount of revenue from the effort.