Nov 22, 2019
A closer look at the term ‘customer relationship management’ shows that it is the process through which businesses deliver satisfying experiences to each of their clients. This, in turn, engenders a higher rate of client loyalty as well as reduces cost on the part of the company.No doubt, the target of every business is to build lasting relationships with customers because they are the ones that put food on your table. Therefore, mistakes need to be eliminated at all cost while you work towards ensuring that your clientele is happy with your brand.
Below are the top ten client management tips that will come in handy for building as well as strengthening all business-client relationships:
Selling is comparable to dating; it is not possible for you to get anywhere after the initial contact if you try to cut corners. Customers are becoming more informed and have become skeptical of new knowledge. Hence, there is a need for businesses to engender trust between them and their potential clients. This includes letting your customers know that you understand the different challenges they are facing in their respective businesses, as well as how your goods and services can come in as answers to those challenges.
Without trust, customers can easily be lost – no doubt; losing a customer is quite normal, but the important thing is finding out where you erred. Customers can be unpredictable, but most of the time, they are reasonable. If you find yourself to be losing clients, it may be that you are probably erring somewhere.
This reasoning is quite classic and a very simple task for any business, yet, we tend to easily forget it, but it always causes a serious impact on business-client relationships. You may be the business owner on one hand, but on the other hand, you also make purchases and are also a customer to another business.
While interfacing with clients, you should have it at the top of your mind to treat them with a similar level of respect as you would expect from a brand you patronise.
Many business owners are guilty of the mistake of lumping their clients together. They tend to view these clients as numbers, or even a means to an end, and we know that no one will appreciate being treated in that manner. You will only succeed in driving your customers away if you continue to tow that line.
Once a relationship is established with a potential client, it is your duty to always remember facts about them like their names. Always leverage on these minor details to personalise the services you offer them, and believe us, these clients will love you for that.
We know that all clients deserve a similar level of service and respect from a business, but when it comes to your old and loyal clients, the rules differ a bit. These clients are the ones that have cooperated with you through thick and thin, and they expect to see some form of appreciation from you. This will only engender a stronger relationship with them, thereby deepening the bond. You can appreciate these customers by sending them some cooperate gifts on special occasions to show your gratitude, discounts, or issue them some special coupons.
For old clients that are inactive, call them up to make inquiries, they will be pleased that you value them. This will go a long way in enhancing sales, and you will be in a good position to leverage word-of-mouth advertising.
Everything hinges on speed, especially when the customer’s request is time-sensitive. Procrastination is the thief of time; thus, you need to give reply to clients as soon as you can, stalling with a response to customer’s call, email or voicemail won’t help your business, and if you are going to do it anyway, there is no time like the present. The “mark as unread” button should be avoided at all costs.
When a client is trying to pass a message across, the onus is on you to listen, understand the message, and ask follow-up questions for the sake of clarification. Customers are not familiar with certain professional jargon, and what you may be thinking might be quite different from what they have in mind. Like in banking, liability means the funds in your position while the same word means problems to a layman.
Don’t just say I will do this; go ahead and accomplish it without too much talk – it is part of professionalism. If it happens that additional time will be needed for you to deliver, please let your client know on time, and not after the deadline is long gone. Your word should be your bond.
This may be an age-old cliché, but it cannot be overemphasised. Imbibing the habit of under-promising and over-delivering will put you in a position where it will never be possible for you to fall short of expectations. It will also boost your chances of appearing in a good light to clients – even when you could hardly meet your personal expectations.
Salespeople should desist from stage-managing a polished version of themselves before clients. The customer may see it that you are, in fact, disparagement your image by trying to be what you are not. What clients want to see is the real you, and not the contrived ideal version.
Mistakes are inevitable, and it would pay you better to be open concerning them. This is sure proof that you are only human. While they may show some signs of frustrations at the beginning, they will ultimately be at ease with time.
For fear of sparking annoyance in clients, relationship managers are averse to contact their customers on a regular basis. However, every contact you make may not turn out to be a sales pitch, but you can still manage to stay in constant correspondence with customers without constituting a nuisance. Just find a cogent reason that warrants a call, and they are sure to listen. Always listen to their needs, proffering workable suggestions on the best way to tackle such needs.
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