Going Above and Beyond for the Client
When you provide excellent customer service, your client is happy. When you go above and beyond, your client is thankful.
"This was not about Ngage. It was about making sure the horse race could happen safely. It was about doing the right thing for participants and, ultimately, our client, the Michigan Harness and Horsemen's Association," said Katy Stanke, Events and Membership Project Manager at Ngage Management.
Katy Stanke
“This was about doing the right thing for our client.”
What started as a typical day for Katy Stanke, Events and Membership Project Manager with Ngage Management, and her family at the Charlotte Fair became anything but within a few minutes.
Katy's two daughters participate in 4H at the Eaton County Fair in Charlotte, Mich. The fact that one of Katy's Ngage clients is the Michigan Harness and Horsemen's Association was not foremost on her mind.
Harness horse racing occurred in the afternoon as part of the fair events. Katy and her husband, a new Fair board member, realized the track was in poor condition and unsafe to race on. After contacting several MHHA members, Katy, her two daughters, six of their friends, and her husband spent time clearing the track of rocks, re-grating the surface, and the track was declared safe for racing
Her girls also volunteered to help staff the races by selling programs in the stands and working the gate to let horses on and off the track. The girls along with their friends received a shout-out from an MHHA board member in the stands and had the opportunity to talk with Angela Witwer, Michigan state representative, about harness racing, the fair, and their 4H projects. Katy and all the kids even got to take turns riding in the starting car.
Setting expectations is vital to providing superior customer service. And, if you go above and beyond for the client, the result is an exceptional experience. This kind of service has myriad benefits for business.
Each client interaction should revolve around value, mutual respect, and a shared vision for the future. How do you let clients know:
They mean more to your business than monthly income.
The partnership with your company allows you both to thrive.
Their journey as an organization is a part of your journey as a business.
Proving great client experiences results in solid business outcomes, including:
Solving (potential and current) client problems.
Helping clients be successful.
Listening to and acting on client feedback.
Being passionate.
Being positive.
When you look for opportunities to go above and beyond for clients and seize openings to do more than you have to on a project, the results may be to secure clients’ loyalty.
