Customer Service for Private Investigators

Customer service is critical to building your private investigations business by developing positive relationships with clients. Principles of customer service often used in the retail setting apply to private investigators as well. As a private investigator you must view each client as a conduit to additional clients, word-of-mouth advertising. Applying positive customer service techniques common in most business settings ensures you capitalize on every potential marketing opportunity.

1. Customer service starts at the first contact with a potential client - Think of every call or inquiry you receive as an opportunity to build a relationship. Remember that first impressions are critical. So how do you this? When answering the phone ask “How can I help you”. Promptly reply to emails, return calls, and be on time for meetings. Why? It builds trust, an important element for building a positive relationship. (When you are busy, consider replying to an email with, “I am currently tied up on an important task at this time. I will respond more in depth shortly.)
2. Be patient - Client’s come to you with a problem they have. Be patient and listen. Be empathetic when addressing their concerns, allowing them the time to vent, or share their story.
3. Practice active listening techniques - Remove distractions so you can devote your full attention to them. When meeting in person, make a point to turn off your cell phone, put it away. Listen to what they say, and then, more importantly, to what they are not saying.
4. Positive language - We often forget this simple principle. Be positive. Tell them you are there to help with their problem.
5. Exude a calming presence - your clients may be angry, frustrated, hurt, or otherwise distraught. Generally they are at the point of frustration and that's why they called you.
6. Follow-through and follow-up - whether it is returning a call at a specific time, providing them with specific information, make a point to follow-through on every task you say you will do. This will build trust, putting them at ease knowing you will follow-up.  
7. Closing ability - Restate what was discussed and outline the next steps or actions you will take. This ensures proper communication by establishing expectations. It also allows you to confirm that you were listening to them.

Practicing good customer service not only helps build your business reputation, it establishes a positive connection with each person you interact with, starting the relationship on a good path.

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