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Related offices
- Atlanta, GA
- Auckland
- Beijing
- Bengaluru
- Boston, MA
- Brisbane
- Brussels (Benelux)
- Chicago, IL
- Miami, FL
- Dallas, TX
- Doha
- Dubai (DIFC)
- Frankfurt
- Hong Kong
- Houston, TX
- Irvine, CA
- Johannesburg
- Kochi
- Kuala Lumpur
- London
- Los Angeles, CA
- Matawan, NJ
- Melbourne
- Mexico City
- Perth
- Phoenix, AZ
- Rio de Janeiro
- San Diego, CA
- San Francisco, CA
- San Jose
- Santiago
- São Paulo
- Shanghai
- Sheffield
- Silicon Valley, CA
- Singapore
- Sydney
- Toronto
- Detroit, MI
- Zurich
Related offices
- Atlanta, GA
- Auckland
- Beijing
- Bengaluru
- Boston, MA
- Brisbane
- Brussels (Benelux)
- Chicago, IL
- Miami, FL
- Dallas, TX
- Doha
- Dubai (DIFC)
- Frankfurt
- Hong Kong
- Houston, TX
- Irvine, CA
- Johannesburg
- Kochi
- Kuala Lumpur
- London
- Los Angeles, CA
- Matawan, NJ
- Melbourne
- Mexico City
- Perth
- Phoenix, AZ
- Rio de Janeiro
- San Diego, CA
- San Francisco, CA
- San Jose
- Santiago
- São Paulo
- Shanghai
- Sheffield
- Silicon Valley, CA
- Singapore
- Sydney
- Toronto
- Detroit, MI
- Zurich
By: Alexia Prior
In a recent Fragomen client services training, a key aspect to maintaining customer relationships was discussed, which is to understand that satisfied clients are not necessarily loyal clients. A client relationship that relies solely on transactional work does not necessarily guarantee a steady and committed relationship in comparison to a relationship that is built on an excellent customer experience.
This then begs the question, what creates an excellent client experience? Below are six rules which I follow to ensure that my clients are more than just satisfied, they are delighted!
1. Pick up the phone
This may seem like an age old customer service rule that everyone has heard before. However, the reason why I pick up the phone is not just to show my clients that I care but also to gauge their feelings and concerns on a deeper level. While email correspondence is important, the tone of one’s email can be misinterpreted as everyone writes according to their own subjective background and language. In my personal experience, regular phone calls are a great way to cure any misguided impressions which could have been unintentionally created by email communication.
2. Show compassion
Understanding your client’s feelings and putting yourself in their shoes can build a good rapport and show that you have insight into the challenges that they may be facing with their business. While some clients do, others do not express the internal pressure that they are under from their own line managers or project leaders. From an immigration point of view, our clients are not actually in control – we are. Empathise with your client and let them know that you are genuinely aware of the stress that they are under.
3. Acknowledge
If the time comes to own up to a mistake, I have found that apologising only momentarily pacifies a heated situation. Acknowledging that the error has caused an inconvenience or a delay is ultimately what your client is seeking. In practice, I have found that recognising the impact and being accountable for it is what clients want. This does not necessarily mean that their disappointment will suddenly disappear, but it can certainly reduce their frustration and help the process move forward. Acknowledgement should be the focus.
4. Add value
While transactional work may be a priority, finding openings to add value can highlight that you are maximising your efforts. Doing something for your client on a complimentary basis doesn’t necessarily require a lot of time if you work smart. It could be something as small as putting a contact list together or something more strategic like creating a matrix for them to easily pick out the correct visa option. All you need to do is look for an opportunity to make your client’s life easier. For example, if your client has asked for information on the opening times of a particular embassy, but in the back of your mind you also know that there is an upcoming project which will involve other embassies, you could compile the information into one concise document or, better yet, you could put together a table with hyperlinks to the contact pages of each embassy.
5. Tune in
By tuning in I am referring to being observant and identifying trends or patterns. Some clients do not consider their service providers as partners, which is fine because then you understand how you should interact with your client. Other clients want to collaborate more closely; they are looking for more of a partnership than a simple vendor relationship. It’s all about knowing how to approach your client to create the best experience for them.
6. Small gestures
Keeping up to date with personal matters that your client happens to have shared with you is pleasant and shows that you actively listen to them during your conversations. This could be congratulating them on the birth of their new child or asking about their trip to the hospital to visit a loved one. Acknowledging cultural occasions that you know your clients celebrate can also make them feel good; all it takes is a few minutes of research on the internet to get the greeting right.
Building solid relationships with our clients is the key and this can only be achieved by going the extra mile for an outcome beyond mere satisfaction. The six points above are certainly not the only ways to keep clients happy and ways to exceed customer satisfaction should always be explored and developed to keep clients coming back.
Learn more about our Johannesburg practice.
Countries / Territories
- 🌐
Related offices
- Atlanta, GA
- Auckland
- Beijing
- Bengaluru
- Boston, MA
- Brisbane
- Brussels (Benelux)
- Chicago, IL
- Miami, FL
- Dallas, TX
- Doha
- Dubai (DIFC)
- Frankfurt
- Hong Kong
- Houston, TX
- Irvine, CA
- Johannesburg
- Kochi
- Kuala Lumpur
- London
- Los Angeles, CA
- Matawan, NJ
- Melbourne
- Mexico City
- Perth
- Phoenix, AZ
- Rio de Janeiro
- San Diego, CA
- San Francisco, CA
- San Jose
- Santiago
- São Paulo
- Shanghai
- Sheffield
- Silicon Valley, CA
- Singapore
- Sydney
- Toronto
- Detroit, MI
- Zurich
Related offices
- Atlanta, GA
- Auckland
- Beijing
- Bengaluru
- Boston, MA
- Brisbane
- Brussels (Benelux)
- Chicago, IL
- Miami, FL
- Dallas, TX
- Doha
- Dubai (DIFC)
- Frankfurt
- Hong Kong
- Houston, TX
- Irvine, CA
- Johannesburg
- Kochi
- Kuala Lumpur
- London
- Los Angeles, CA
- Matawan, NJ
- Melbourne
- Mexico City
- Perth
- Phoenix, AZ
- Rio de Janeiro
- San Diego, CA
- San Francisco, CA
- San Jose
- Santiago
- São Paulo
- Shanghai
- Sheffield
- Silicon Valley, CA
- Singapore
- Sydney
- Toronto
- Detroit, MI
- Zurich
Related offices
- Atlanta, GA
- Auckland
- Beijing
- Bengaluru
- Boston, MA
- Brisbane
- Brussels (Benelux)
- Chicago, IL
- Miami, FL
- Dallas, TX
- Doha
- Dubai (DIFC)
- Frankfurt
- Hong Kong
- Houston, TX
- Irvine, CA
- Johannesburg
- Kochi
- Kuala Lumpur
- London
- Los Angeles, CA
- Matawan, NJ
- Melbourne
- Mexico City
- Perth
- Phoenix, AZ
- Rio de Janeiro
- San Diego, CA
- San Francisco, CA
- San Jose
- Santiago
- São Paulo
- Shanghai
- Sheffield
- Silicon Valley, CA
- Singapore
- Sydney
- Toronto
- Detroit, MI
- Zurich
Explore more at Fragomen
Media mentions
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Video
Immigration Consultant Laura Varon Osorio explains the process for posting foreign workers to France during the eagerly awaited 2024 Olympic and Paralympic Games in Paris.
Media mentions
Partner Daniel Pierce shares how a Supreme Court visa denial case could impact challenges to employment-based visa denials.
Awards
Partner Kevin Miner is selected by the Daily Report as a finalist in the “Legal Innovators” category of the publication’s 2024 Southeastern Legal Awards.
Blog post
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Four Fragomen professionals are recognised in the 2025 edition of The Best Lawyers in Australia in the field of immigration law.
Media mentions
O Diretor de Imigração, Diogo Kloper, compartilha quais indústrias estão recrutando talentos estrangeiros no Brasil.
Blog post
Partner Rahul Soni and Senior Associate Xiaodan (Susan) Song help international commercial enterprise investors make informed decisions by explaining the differences between EB-5 rural projects and high unemployment projects.
Video
Immigration Consultant Azela Hadia discusses how those planning to attend the 2024 Olympics and Paralympics Games in Paris can prepare for their trip from an immigration perspective.
Blog post
This blog provides an overview of immigration programs and relief options by USCIS for Venezuelan nationals amidst the political and economic crisis in Venezuela.
Media mentions
Partner Ángel Bello Cortés shares why Ireland needs a standardised visa system that’s faster and more consistent.
Media mentions
Director Willys Mac’Olale shares the impact the AfCFTA will have on Kenya’s economy and immigration policies.
Video
Immigration Consultant Laura Varon Osorio explains the process for posting foreign workers to France during the eagerly awaited 2024 Olympic and Paralympic Games in Paris.
Media mentions
Partner Daniel Pierce shares how a Supreme Court visa denial case could impact challenges to employment-based visa denials.
Awards
Partner Kevin Miner is selected by the Daily Report as a finalist in the “Legal Innovators” category of the publication’s 2024 Southeastern Legal Awards.
Blog post
This blog considers how employer sponsorship of long-term residence permits in Europe could be a means for retaining their talent.
Blog post
This blog provides an overview of Switzerland's family reunion process for EU/EFTA nationals and third-country nationals.
Awards
Four Fragomen professionals are recognised in the 2025 edition of The Best Lawyers in Australia in the field of immigration law.
Media mentions
O Diretor de Imigração, Diogo Kloper, compartilha quais indústrias estão recrutando talentos estrangeiros no Brasil.
Blog post
Partner Rahul Soni and Senior Associate Xiaodan (Susan) Song help international commercial enterprise investors make informed decisions by explaining the differences between EB-5 rural projects and high unemployment projects.
Video
Immigration Consultant Azela Hadia discusses how those planning to attend the 2024 Olympics and Paralympics Games in Paris can prepare for their trip from an immigration perspective.
Blog post
This blog provides an overview of immigration programs and relief options by USCIS for Venezuelan nationals amidst the political and economic crisis in Venezuela.
Media mentions
Partner Ángel Bello Cortés shares why Ireland needs a standardised visa system that’s faster and more consistent.