4. Keep Clients In The Loop
Maintaining an open, transparent dialogue with customers is another way to ensure satisfaction, according to solution providers. The Fulcrum Group does this by involving the customer in its ticketing process.
“We send email notifications on tickets to keep clients in the loop on progress,” said Meek. “When our engineer completes a ticket, they change it to ‘completed’ status, and a different person calls the client to ask them if (the work was) completed to their satisfaction. If done, she marks it closed.”