We all hear about branding and how important it is to your business. But branding is not just about your web site or logo, it’s also about the associations your clients hold with you and your company name. The more positive that association, the more likely they may be to remain loyal to you when times get hard or competitors start knocking on their (virtual) door!
So how do you know how you are perceived by your clients and prospects and how can you set about improving or building on your brand:
What do your existing clients think of you?
The best place to start is by sending a questionnaire to your existing clients and anyone on your prospect list. It’s a good opportunity to ask for their opinion on what they like about your service and what improvements could be made. You should begin to see some similarities in the responses which will give you an idea of how your brand is perceived.
What Do They Like?
When you have identified the similarities, have a close look at what your clients and prospects love about you and your service. These are the positive aspects or your brand and are what you need to be communicating in all your marketing information.
What Weaknesses Can You See?
Some of these may be related to the industry as a whole, for example it may be that as you work remotely you can’t make the coffee ;o) However, be aware if things crop up that you can do something about. Perhaps you have missed deadlines or you are not up to speed with particular software that your clients use. Think about how you can improve on these for the future.
How Can You ‘Delight the Customer?’
Years ago I used to work for a holiday company who used the line ‘delight the customer’. The idea was that you don’t want the customer just to be satisfied with what you have produced for them. In order to get them singing your praises you really need to ‘delight’ them. So what can you do to delight your clients? Where can you add that little bit of extra value or really show some initiative? If you are seen to be going that extra mile, your clients will love you for it and that’s when they start to become your raving fans and tell everyone how great you are.
Better Than Advertising
As you can see, creating your brand or the ‘image’ for your company isn’t about expensive graphic designers or advertising experts. It’s about identifying what’s great about your business and communicating that in a clear and consistent way. If you can turn your clients into raving fans, they’ll not only stick with you through these turbulent times, they’ll also recommend others to you. Now that’s got to be better than spending a fortune on advertising!
For more information, tips and advice, visit UK Association of Virtual Assistants