Maintaining Contact With Clients Without Loosing Your Mind
So you got some clients. Now how do you keep them?
“Being on par in terms of price and quality only gets you into the game. Service wins the game.” – Tony Allesandra
Lowball pricing and gimmicks won’t keep a client loyal. Stellar service will. And it’s easier than you think. It doesn’t have to require hours of social media, writing blog content and sending out newsletters and birthday cards and phoning everyone on your list every month. *deep breath* It can be as simple as being you.
Check out this client’s answer when asked why she switched to me from another agent.
“Basically, it was a lack of trust. As a client, I was shopping for properties. As an agent, she was trying to sell me on her importance. Name dropping and office gossip peppered our conversations. Integrity and service were not as important as her looking powerful. I felt incidental – like a task, not a person.”
“The worst perception a client can have is to feel insignificant or forgotten. The salesman is accountable for the health of any client relationship.” –wikihow
This common customer experience, spells out opportunity for us. Stellar customer service gives us a huge advantage over our competitors! Okay, I know you’re looking for a list of what to do, so here are some stellar service tips that will keep your clients coming back for more!
Listen. – -No, Really Listen!
“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.”-Ross Perot
Integrity Costs, But It Sells.
Do what you say you’ll do. Be honest even when it’s hard. This does not just apply to your client, but to everyone. Your collegues, competitors, the gas attendant. Your familiar face is connected with what you do. If you are known as honest in all things, your reputation becomes an asset.
This is the crown jewel of customer service, and we’ll talk more about later. For now though, it’s the personal flair that really builds loyalty. Give tips, info and bonuses to your client that meet their goals and desires. Really think about them and their needs, and then exceed their expectations
Aha! You were expecting me to talk about newsletters, emails and social media, weren’t you? Those are great tools. But these tips are the real deal. It’s what a loyal client looks for.
And, unlike the ‘to do list’ approach, these things don’t really take extra time. It’s about character, not tasks. Remember. Your client is not a task, and your goal is not the sale. It’s a people thing.
“People will never forget the way you made them feel.”