Increase Client Spending with the SCP Framework.
Hi Service Pro's
Ok, Game faces on Lets Play!
The "Service Care and Promotion" framework aims to build operations that create leverage with your clients and encourages client spending behaviours.
"S" - Serve
When you review delivery of your services, identify areas for business improvement in these key areas.
- Consistent service delivery
- Creating exceptional service experiences
- Delivering quality services with integrity
Service is the first step in building leverage with out clients.
Embrace being client centric and putting the client first, creating exceptional client experiences. The service operations of your business should aim to be incredibly convenient for your clients. Team members themselves should be personable, professional and thoughtful, and our services should be of a high quality standard delivered with integrity.
When you review your service delivery processes, consider service improvements from a standpoint of operational excellence, building consistent processes, with clear expectations supported by team training and leadership guidance that enhance the clients experience consistently. Building on trust and reputation repeatably throughout the entire service delivery process and client journey is the desired outcome.
How can we make our clients say "WOW" and refuse to use anyone else in the market? Now thats the type of lasting service experience we are aiming for, maximising client leverage.
"C" - Care
- Client focused and people focused culture
- Consistency in our mission
- Efficient, Client-Centric Communication
To foster a culture of care, we emphasise the importance of putting the client at the centre of all business decisions. Leaders can focus on creating a culture that promotes a genuine attitude towards helping people and enhancing client experience.
Promoting a mission that is client centric within your business creates a clear expectation of the teams purpose in the business. The consistency between your mission and actions on the ground need to be aligned.
Here's an example mission statement "Providing reliable, quality plumbing services with unmatched convenience."
The mission describes the primary action of the business, speaks to the attributes of the services that clients are looking for (reliability and quality) and clearly states what sets the service apart (unmatched convenience).
"Care" is the approach we take into very interaction your business has with the client. It extends from beyond your mission and drives how you develop operations around for filling on your promises and commitment to the people you serve.
Efficient, Client-Centric Communication is a critical area of the experience and involves using every interaction to enhance the client experience.
Let's make every communication intentional and set clear expectations with clients in a transparent and friendly way.
By anticipating and promptly addressing client needs with thoughtful communication, we show respect for their time and consistently build trust. This approach ensures we meet and exceed expectations, showing our reliability and commitment to great service.
"P" - Promote
All the leverage we have been creating through "Service" and "Care" enables us to develop a set of process throughout our client services that "Promote" opportunities to increase current client spend.
- Introducing Clients to New Products or Services
- Document and Share
- Service packages and maintenance plans
Helping clients doesn’t feel like selling when it’s genuine. Think about how a mechanic suggests an oil change or a tire rotation. It’s not a hard sell; it’s a helpful recommendation that solves a problem. This is how your team can naturally increase sales—by being aware of client needs and offering solutions in the right settings.
By consistently introducing clients to new products or services, we not only solve their problems but also enhance their overall experience with our offerings. This proactive approach keeps clients engaged and aware of the full range of services we provide.
Heres a simple way to look at it. "We offer x solution to solve x and we follow a x process that results in x outcome and x is the price we charge, would that be helpful to you Mr Smith?"
Create opportunities in your operations to find and solve more problems for your clients. This way you can naturally offer solutions that improve your clients lives.
One of the most powerful ways to introduce people to other services you offer is through demonstrations and trails.
Utilise social media and direct email to communicate directly with your client base. You can share videos or other content (though video works best) that showcase your products, services and processes, directly engaging in demonstrations and service walk throughs that generate engaging service awareness.
Informative demonstrations that highlight how your services work can keep your clients engaged and interested in the full range of services you offer. Discover your unique style and share service updates to maintain client interest and promote additional services.
Service trials let clients experience the benefits firsthand before committing. Many clients need to try a service to understand its value. Trials help collect feedback, gather testimonials, and ease clients into longer-term commitments or bundled services.
Clients can benefit from care packages and regular service plans that offer convenience by assisting with maintenance, upkeep, and save clients time.
Contractual agreements can be more affordable for clients while providing a steady source of recurring revenue and increasing client lifetime value (LTV).
It's time to run service pros, see you next week. 👋🏼
Daniel McDonald
Author of ServicePro Digital
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