If you don’t take care of your clients someone else will.
By giving your clients a superior service they will be loyal to your business.
A satisfied client will be the best and the cheapest advertising you can get.
All staff must know who their clients are, what service or advice they want and what they expect.
Five of the best tips to build strong client relationships
*Staff dealing with the public should be carefully selected and well trained
Receptionists and company representatives are your front line. They should have experience in the organisation and be trained to deal rapidly with all enquiries and problems that arise.
*Have good induction and ongoing training in place
All staff must know the organisation, its policies and its systems and key staff members.
If you delegate decision-making to company representatives they must be knowledgeable and fully briefed on the organisation’s policies. They must know which staff member to contact when they need help.
*Build strong client relationships – it’s the heart of your business
Encourage staff to spend time with their clients to get to know them and their business needs.
It’s the duty of all staff to build a strong relationship with their clients. Social activities can play an important role.
*Staff must be encouraged to go out of their way to help clients
Encourage staff to ask their clients questions and to listen carefully to what is said. Encourage open questioning. Training staff in the skills of questioning and listening can be a sound investment.
Find out their needs, their wants and their problems so you can assist them in their business. At the same time, they may offer an insight into your business deficiencies and weaknesses.
Try to put yourself in your client’s shoes and never criticise a person spending time chatting to customers.
*Give your regular clients a special priority service
Go the extra mile by giving them a better service than they expect. Treat every client as if they were your most important one. Treat them as friends.
Respond promptly to all enquiries. Satisfied clients are more likely to make referrals.
Clients gauge the quality of your business by your communication skills, your service to them and if you can add value to their products and services.
-Geoffrey Moss (mossassociates.co.nz)
“Spend time chatting to customers. You will be amazed at how much they can teach you.”
SOURCE: “Persuasive Ways” published by Moss Associates Ltd, New Zealand and in Chinese by Shanghai People’s Publishing House and as “Secrets of Persuasion” by Cengage Learning Asia. Also available as an e-book from Amazon.com.
Another Handful of Tips 