Another Handful of Tips 20 – Client Relations
The five best tips on ways to improve relationships with your clients
If you give your clients a superior, reliable service they will be loyal to your organisation. All staff must know who their clients are, what service or advice they want and what they can expect from you.
1. Staff dealing with the public should be carefully selected and well trained
Receptionists and company representatives are your front line. They should have experience in the organisation and be trained to deal rapidly with inquiries and problems.
2. All staff must know the organisation, its policies and its key staff members
If you delegate decision-making to company representatives they must be knowledgeable and fully briefed on the organisation’s policies. They must know which staff member to contact when they need help.
3. Encourage staff to spend time with their clients to get to know them and their businesses
It is the duty of all staff to build strong relationships with their clients. Social activities can play an important role.
4. Encourage staff to ask their clients questions and to listen carefully to what is said
Find out their needs, their wants and their problems so you can assist them in their business. At the same time they may offer an insight in your business deficiencies and weaknesses.
Training staff in questioning and listening skills can be a sound investment.
5. Give your regular clients a special priority service
Go the extra mile by giving them a better service than they expect. Treat every client as if they were your most important one.
Respond promptly to all inquiries. Satisfied clients are more likely to make referrals.
“If you don’t take care of your clients
someone else will.”
SOURCE: “Persuasive Ways” published by Moss Associates Ltd, New Zealand and in Chinese by Shanghai People’s Publishing House and as “Secrets of Persuasion” by Cengage Learning Asia. Also available as an e-book from Amazon.com.