Keeping Clients WithLittle Or No Acquisition Cost
Drew Stevens Ph.D.
Retaining clients issimplistic as long as you focus on your current base and not on those that yoususpect as clients. Research indicates the cost of maintain is less than 55%trying to acquire new clients.
First Impressions
The first tool of trade, orthose that you employ, is a smile. Yes, a warm empathetic smile. Nothing curesthe ills of a day or a situation than a smile. The best techniques for making agreat first impression is to always do it! Smiling creates enthusiastic clientservice. Try being mean-spirited with a smile on your face - it's impossible.
Body Language
Statistics show that whenengaged in direct conversation, we remember 38% of the words used, 43% of thebody language, and 19% of the tone. Basically, we watch more than listen towords.
With telephone conversations,we recall 45% of the words and 55% of the tonality. If you do not believe yoursmile is "heard" on the telephone, think again.
Trust
Client service is abouthumility and comfort. Your personal and professional goal is to ensure yourclients trust you and you can build an honest relationship that assists inmeeting a want or a need. Your lack of desire will clearly create angst andpoor service ratings. For those of you reading this in management, it mightcost you business!
Listen
Human nature has us speakingtoo much. We are prone to telling and speaking and not much listening. Iencourage you to question your client. Questioning takes the focus off you andplaces it on the client. Questioning gets the client to speak and not you.Questioning enables you to acquire helpful information used during your call.
Sincerity
One of the greatest gifts ofmankind is the ability to be humble and sincere. Client service meets needs,but it also suggests a problem solver. The customer service area is thelinchpin of the organization since good customers tell others about positiveexperiences. The cliché is correct; one good client tells another, one bad clienttells 20. You mission is to provide empathy and hope that you will resolveissues when then come to you.
Finding the Right Talent
A stereotype exists forcustomer service. It is doomed to fail. Many advertisements state arepresentative is required to have good computer skills, oral communication,and an ability to make 50 or more calls per shift. If this is the only criteriafor hiring, I suggest you rethink this important process.
About Drew Stevens PhD
Drew Stevens PhD is known as the Sales Strategist. Drewassists organizations to dramatically accelerate business growth. He is theauthor of seven books including Split Second Selling and Split Second CustomerService and Little Book of Hope and is frequently called on the media for hisexpertise. Drew was recently nominated as one of 50 Top Sales Experts. Downloada FREE copy of Drew's White Paper on "Selling Effectiveness" or "BusinessBuilding" e-book at www.gettingtothefinishline.com.
©2007 All Rights Reserved.Drew Stevens Ph.D