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How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's. Begin the process here . . . --Know who your ideal client is. Minimize problems from the get-go by targeting clients you want to work with and clients you would enjoy and have fun working with. --Ask the right questions. Craft questions that will help you manage client expectations early. If you offer a service, ask how the client will measure results, what criteria he will use. --Trust and act on your intuition. When you feel something is "off" with a client, confirm that feeling by engaging the client in conversation. If your intuition says this is not the client for you, be bold and refer him on to someone who would be a better fit. --Get your needs met so you don't need your clients. Accept clients because you want to work with them, not because you need them to make your next mortgage payment. Build cash reserves so you can always make a choice. --Challenge your assumptions. Confirm your assumptions before acting on them. It will save you from making costly and potentially irreversible mistakes with your client. --Survey your clients early into the relationship. Check in after the first meeting to verify/clarify that you are on target then follow up often. --Increase your knowledge base. Learn as much as you can about your client, his business, his industry, his customers, his problems and concerns. Learn new ways of doing things, new techniques and technologies. Learn how to use new tools to serve your client better. --Build trust. Be reliable, honest and dependable. Keep your client's interests in mind. Avoid political situations that could undermine your relationship with your client. --Learn to negotiate. Possibly the second most important skill in managing your business, mastering negotiation skills will give you a sense of power in constructing a client relationship that wins for both of you. --Anticipate and initiate. Look for opportunities to help your client achieve his goals. Include your client's goals in presenting new ideas. Step back and see how your client might see a situation and respond accordingly. The more you know about what your clients really want, the more effective you will be in managing the relationship. Author: http://www.JamesBurchill.com
MORE RESOURCES: Customer Service - Google News
Frustrated With Virtual Customer Service? Microsoft Tries to Help - Wall Street Journal (blog)
Bernthal, The Way It Oughta Be: Customer Service - KPLR 11
Alcatel-Lucent banks on customer service - Communications, Engineering & Design Magazine
Telcos pledge improved customer service, but regulation looms - iTWire
Customer Service satisfaction survey figures down in 2011 - Reno Gazette Journal
Microsoft and 24/7 Inc. team up to build a better automated customer service ... - BetaNews
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