Keeping the Clients You Have

Business coach Diane Helbig has a great book out called Lemonade Stand Selling, in which she offers practical advice anyone can use to increase their sales. Her take on customer service is important - you make more money when you keep the clients you already have, and customer service is the way to keep them!

"In this global economy where industries are more and more competitive and commoditized, customer service can be the only thing separating you from your competition." excerpt from Lemonade Stand Selling

Unfortunately, too many people are so focus on the next sale that they fail to pay any attention to their current clients. It's not that they take them for granted - though that might be the case in some instances. It's that they aren't thinking about it.

When we do a good job, meet the need, complete the task, we assume that our clients are happy. We assume that they'll stay with us and even do more business with us. That's not necessarily the case. If you aren't communicating with your client chances are your competition is. If they don't feel appreciated, they'll go someplace else.

Dan Kennedy conducted a study a while back and found out that the biggest reason customers leave their vendors is because they don't feel appreciated. 68% of those who leave. That's a huge number! It isn't price, quality, or service; it's appreciation. The way I read this, if you aren't communicating with your client after the sale you are telling them you don't really appreciate them. Sure, you appreciated the initial sale, but after that? Well, . . .

Customer service includes paying attention to your clients. Finding out what's going on with them; what they need; where they're going. When you get involved with your clients on this level you become their partner. They want to stay with you because they know you have their best interest in mind.

So, ask yourself how well you are communicating with your clients. How well do you know them? Then, go deeper, do better. You'll be glad you did.

Diane Helbig is a Professional Coach, and President of Seize This Day Coaching. She works one-on-one and in groups with business owners, entrepreneurs, and salespeople. Visit her website at www.seizethisdaycoaching.com

Lessons in Client Service

On a recent trip to Turkey, networking expert Andrea Nierenberg learned a few new lessons on selling and relationship building. Here's her story:

In the grand bazaar, there are over 4,000 shop vendors all working hard to make a day's pay by selling their merchandise. As I walked through the aisles, the 'salespeople' would walk right up to you with a big smile and say, "Let me help you spend your money".

They were both direct and friendly and they also did not take 'no' for an answer too easily. They just kept gently showing you their wares and why you 'needed' it.

I was reminded on my flight home that it is all about going back to basics as we renew and refresh our current business relationships and make new ones. Now is also a perfect time to remember that it is our 'client' and 'advocate' that help us in our everyday life and work. Whether they are external or internal as your colleagues and co-workers, take the time to reach out and show appreciation.

As Aristotle said, "we are what we repeatedly do, excellence then is not an act - instead a habit."

So as my friends in Turkey reminded me about 'client' service:

C-Communicate with confidence and find ways to connect and collaborate

L-Listen and continually develop and earn loyalty

I-Take the initiative to grow and build relationships with interest and integrity

E-Engage the other to learn, have empathy and do it all with enthusiasm

N- Nurture your relationships and it is much easier on the soul to be nice!

T-Trust happens over time and you can never say 'thank you' too many times - make sure it is always done with sincerity.

Andrea Nierenberg is the president of The Nierenberg Group, a business communications company with a total process for educating, motivating and connecting people. Learn more at www.selfmarketing.com

How Sorry Are You?

Shipping sent the wrong product to your client - twice. A delivery arrived late, or you weren't able to come through with a promised upgrade. Sound familiar? Customer service foul-ups like these, and the Target customer service nightmare we told you about yesterday, can create major headaches for your customers.

"As a sales professional, you are the face of your company," says SalesDog.com Managing Editor Tina LoSasso. "So you need to say you're sorry (regardless of whether it's your fault). When your company fouls up, a mere phone call or letter often is not enough to undo the damage. An appropriate gift will go a long way toward soothing ruffled feathers."

What should you send?

"Flowers always say it best," advises LoSasso. "For female customers, send a floral arrangement in a vase. Stay away from roses, no matter the color, as they spell romance in any language. Avoid lilies, because they are often used at funerals, and can have an overpowering fragrance. An elegant mixed flower arrangement can be pricey, so if funds are tight, opt for a tasteful bouquet of just one variety of flower for maximum impact. Irises, dendrobium orchids or gerbera daisies work well."

"For the men, send a healthy-looking potted plant, preferably not a blooming one. A bonsai plant, bamboo, or money tree will hit just the right masculine note, and look great on his desk."

When problems arise, do your best to fix them and make sure the customer knows you appreciate their business and will work hard to continue it. Follow up on your apology with a thoughtful gift and your customers will remember you when it's time to buy again.

This advice was excerpted from Top Dog Sales Secrets.