3 steps to cementing client relationships

EngageSelling.com

3 Steps to CementingClient Relationships

Colleen Francis

EngageSelling.com

3 Steps to Cementing Client Relationships

To maintain profitable, long-term relationships, the best salespeople make a habit of checking up on all their existing business relationships on a regular basis, to ensure that they are continuing to achieve their - and their prospect's goals.The following 3-step process can help you check up on your relationships with your customers, to make sure they stay as strong tomorrow as they are today. One more thing to remember: never conduct a customer check-up by email. While technology is wonderful, it lacks the personal touch of a phone call or, ideally, a face-to-face meeting, which you'll sorely need if there is any mending to do.

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Step #1: Ask QuestionsFirst, start your check-up by asking any or all of the following questions: I want to ensure that I offer you the best service possible. What does that look like to you? On a scale of one to ten, how well are we doing? What would it take to be a ten? Do you feel that I listen to you - really listen, hear and understand you? If you really don't listen to the other person, admit it, and ask what could be done to improve things.


Step #1: Ask Questions

Note: Never respond to a customer's feedback with "Yes, but…" or "I know…." These phrases will discourage your customer from responding openly and honestly. It's extremely hard for people to give honest feedback, so no matter what they say, don't debate them, make excuses or try to justify why you acted the way you did. Just thank them for their candor, then after the meeting is over, consider what they had to say carefully and with as little ego as possible.


Step #1: Ask Questions

Try on their feedback like a shirt. If it fits, use it. If not, discard it. But before you discard anything, remember the old saying: "If three people call you a horse, you'd better start looking for a saddle." If you feel hurt or defensive, there is likely some truth to the comment. If it weren't true, it wouldn't be so upsetting.


Step #2: Make Commitments

While you're still on the phone or in the meeting with your customer, immediately commit to an action that you can unilaterally take to improve the relationship based on the feedback they've given you. This will encourage them to take action as well, and things will almost certainly improve.


Step #2: Make Commitments

For example, if your customer feels you don't give them enough advance notice before dropping by, tell them that from now on, you will always email ahead to schedule a meeting rather than simply calling or stopping in unannounced and interrupting their day. Then, make sure to do it, without fail.


Step #3: Follow-UpLastly, arrange a follow-up meeting to check how things are going as a result of the changes you've made in your relationship.Gain mutual agreement about when the next meeting will be, to ensure you don't cross the line between persistence and stalking. Choose an appropriate method of following-up, such as a phone call or an invitation to lunch, dinner or coffee. Another effective approach is to send a brief email to your customer summarizing the meeting or phone call, and documenting the actions you have both committed to taking.


Final ThoughtsThe reality is, most of us don't feel that we are listened to very often. As a result, when we really are listened to, it makes us feel good. In fact, it makes us feel great. Your job as a salesperson is to make your customers feel better after the interaction with you than they did before. Listening to them, really listening, with the intent to understand them, is one of the best ways I know to make that goal a reality.


3 steps to cementing client relationships

Sales