If You are Trying to Satisfy Your Clients, Forget About It

Source: Bowman First Alert

Bowman adapted this from a presentation by Jeffrey Gitomer, author of The Sales Bible, Knock Your Socks Off Selling, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless.

1. Your job is to help drive your clients toward success.

2. Learn to be positive. Your success with clients is a function of the degree to which you maintain a positive outlook and act accordingly. Be positive during the entire client visit—from beginning to end. In other words, think in terms of how you can say yes to your clients.

3. Be friendly during the entire client visit—from beginning to end.

4. Learn how to respond to the various needs of your clients. Clients need you.

5. Every time you talk to a client, you have an opportunity to get new business. So you must treat every such contact as a command performance.

6. Think in terms of relationships with clients, not sales.

7. Whatever causes you to be loyal to someone is what will cause clients to be loyal to you. Making sure your clients are satisfied is not enough.

8. When clients and others talk about your value to them, that is “fifty times more valuable than advertising.” Always think about delivering value.

9. Firms often adopt policies that are not about what they can do for their clients but what they cannot do. Don’t let that attitude become part of your client interaction. Think in terms of being fair. Suggestion: adopt a firm policy that requires management approval before anyone can say no to a client request.

10. When you are at the receiving end of great service, remember how that felt, and make sure your clients feel the same way when you service them.

11. Service is only great if the client thinks it is great.

From Bowman First Alert, the Accounting Report by Art Bowman, Vol. II, No. 44, www.bowmancomm.com