Know-How Exchange : Customer Behavior

Be the first to answer emails, acknowledge genuine interest for the client's inquiries, answer professionally and go beyond your duties to fulfill your clients needs. In other words: Be a problem solver and a reliable source of information.

I have got such rewarding long term client relationships this way.

Good luck,

Patricia

I totally agree with Patricia - be the person your caller wants and needs to return to for future questions. Go beyond just the yes or no reply go a little deeper. Be prompt on your reply email, make them feel that they are your only inquiry, make them feel special. If you don't have the correct answer, find it out through your other staff or whomever you feel will provide the correct answer to the question. But let the inquirier know you don't have it now, but will return shortly. They will appreciate your note and the follow-up.
Best regards,
Mike

Patricia’s got a point and if you have one client, you can achieve it 100% of the time in all circumstances.

If you have 10 clients, though it’s going to become hard work

100 clients ---? Well’ hmm, lip service comes to mind and 400, a senior experienced lawyer or accountants load? No way. Or me – 420 client companies with 4000 contacts? Technology to the rescue, no matter how deep and personal you get.

We deploy our own CRM systems and use them on ourselves – yes I know it’s unusual. Rather like a painter and decorator not having peeling paintwork or a mechanic with a well tuned engine in his car.

Once your clients get into double figures, you have to take an algorithmic approach and be prepared to prioritise. If two clients have super-critical need-answers-now problems at the same time, you have to delegate and if you have no one internally to delegate to, you have to share your profit margin and bring in a trusted associate who will be paid for their work.

Once you get into the hundreds and thousands of clients, try Clate Mask’s 7 things you should know about your customers – Clate uses the same ones as I do, so I might as well give Infusionsoft a good press. www.infusionsoft.com

Here’s Clate’s advice:
“Dear Steve,

This is a follow-up to last week's insight. To refresh your memory, I told you the "7 Things You Must Know About Your Prospects."
This same information is certainly important to know about your customers as well. But your customer bios should be slightly more extensive. Here are the 7 things you must know about your customers:

1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer.

2. What They've Purchased- If you know what your customers purchased in the past, you have a good idea what they will buy again. (And won't waste your time promoting products of little to no interest.)

3. How Often They Purchase- Individuals who buy rarely from you may need additional encouragement, more marketing. Whereas, consistent customers may not need extra sales pitches, but might benefit from a newsletter or coupon.

4. How Much They Spend (on average)- Why spend precious time pitching products to customers that they can't afford? It might embarrass your customer, shows your lack of personal interest, and may cause customers to lose interest.

5. The Last Time They Purchased- Have you lost a customer without even knowing it? Who's still loyal? Who has strayed (and needs to be brought back)?

6. Each Interaction You've Had With Them- Documentation is important for obvious reasons. But being able to "recall" previous conversations will make your customer feel important and appreciated.

7. How They Feel About Your Business- Feedback from your customers is the best way to improve your products/services, meet your customers needs, and attract more customers.

Note: Remembering each of your customers and all of these details about them is impossible. Be sure to keep an accurate database that can easily store and retrieve this information for you--and make you look like a star to your customers!


Sincerely,

Clate Mask
President, Infusionsoft”

Best wishes


Steve Alker
Xspirt