How To Add Value To Client Relationships
October 7, 2015
Given the amount of time and effort it takes to gain a customer, why is it so many businesses focus on new leads? Have you watched an add on TV for Telecom or Vodafone and thought OMG, if they spent more money on their call centre and less on advertising they might actually save money?
No business is perfect, we all make mistakes with our clients so it’s critical that we add value where we can, as often as possible. Here are some ways to do this.
- When you stuff up, go the extra mile to put it right … quickly. Do you have a client you know isn’t the happiest right now?
- Communicate with your clients when you’re not selling to them. Call or connect with a client each day.
- A little thank you goes a long way. Send your top 5 clients a thank you card and voucher today.
- Regularly send your clients links to articles of interest. A client of mine sent me a article yesterday about a VA company going from strength to strength. The fact she thought about me really made my day.
- Keep your eyes open for tools that solve problems or add value to your clients. What have you come across recently that you could share today?
- Do freebies now and then. For example, we offer clients signing up on packages a choice of ‘freebies’ as a thank you. How can you do something for nothing that doesn’t undermine your offering but makes your clients feel like they’ve been gifted?
- Add something to a product or service, for nothing. Technology and customer needs are constantly changing so your service needs to reflect that. Have a good look at what you offer. What changes can you make today – or work towards offering in the near future?
- Introductions are gold. Who in your network would benefit from linking up? Make an introduction at least once a week.
- This tip is a given but often overlooked. LISTEN to your customers? What are they saying on social media? When was the last time you caught up with John and listened to how his business is going? When did you last do a customer satisfaction survey? Listening is the best business advice I can give you. It makes your customers feel valued, special … and heard.
- Be generous with resources. We are doing a lot of work at the moment in developing resource libraries for clients. You have all this information in docs, emails, your head (!) that would really benefit your clients at no cost to you. Think about how you can share this with them.
These are my top 10 tips that come to mind but I’m always learning. So if you do something really nice for your clients to add value please share by commenting below.
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