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Source: Partner Advantage Advisory
Clients may be satisfied with your services, but they may use the services of competitors. Here are some ideas to make sure they come to you first:
- Find out what they value. Some clients find value in receiving regular, perhaps daily, information by e-mail.
- Be consistent so clients always know what to expect. For example, always return phone calls within a consistent time period, not in two hours one time and two days another time.
- Know clients’ needs (which implies really getting to know them). Some clients want all communications online, while others disdain computers.
- Do whatever it takes to properly serve your clients. At times it may appear you are favoring one client over another, but in reality you are just meeting that client’s needs differently.
- Learn the complex details of each client’s business, as well as about each key person and his or her role in the company. Every detail is important. This will help create the perception that you are a member of the client’s team.
- Become a resource that can serve all the client’s needs.
- Always do more than the competition.
Use the same tactics on non-clients. You may steal them.
This article uses an interesting parallel to animal training, which we did not cover. You can read it in the complete article. See below.
From Partner Advantage Advisory, December 2005, p. 4. Hudson Sawyer Professional Services Marketing Inc. www.hudsonsawyer.com. Subscription $279 per year; single issues $25. Orders 800-945-6462 |
