Connect and Build!
Update: 10/22/09 @ 9:30 am – I added a bonus tip from the comments section of the original post that I think is absolutely brilliant. Check it out below!
I remember a web development client I had who would always call me whenever she had a “computer issue.” Her questions ranged from “How do I free up space in my email account?” to “What’s the big deal over Facebook?” Even though my only job was to make sure her website was updated on a regular basis I often answered her questions anytime either in person, over the phone, or via email. I even showed her some basic things when it came to updating the website herself in-case I wasn’t available, and yet, she stuck with my services for a couple of years. Why? I looked at her less as a couple-hundred-dollar-a-month-customer and more as a million dollar client. That was my perspective of her and as a result of the way I viewed her I developed a great relationship with her.
Last week we explored 4 Secrets to Small Business Success. It’s so important that no matter what you do professionally, you maximize the 4 walls of success mentioned in that article. One of those walls is relationship building which is mission critical to your success!
When you look beyond making sales and start making an impact in your customer’s life then you being to build a relationship with that customer. It’s important not only for immediate dividends, but long-term success as well.
Here are a few tips on building relationships with your customers;
- Listen – Being able to move your ego out of the way and let your client do all the talking is paramount to getting to the root issue that they need you to fix. You can’t help them if you continually tout your services and products without hearing what they really need.
- Share – Don’t be afraid to let a little bit of your tips, tricks, or ninjary (is a that even a word?) seep out of your mouth and into your client’s imagination. You don’t have to give away the kitchen sink, but if there’s information that would be valuable for them, share it!
- Teach – One of the greatest marketing tools is to actually teach prospects what they want to know and sell to them tools on the back end. It works well in building relationships because you’ll already be positioned as an authority on your subject.
- Give – When you’ve got a client who sticks with you through thick and thin, reward their loyalty! Remember, they could give their business to anyone, but they chose you. That’s their gift to you . . . now, give them one back! (IE, Future purchase discounts, coupons from other vendors, gifts, etc.)
- Promote – If you’re a service provider, then you should have a couple of cool testimonials on your website from your clients right? Why not feature them throughout your website, blog, or in your physical location? You never know . . . they might do the same for you.
- Network – If you’re providing your client with a service or product, that’s only one out of a bajillion other services or products that they need. Give them access to hand selected and reliable vendors in your network. They’ll already trust you, will value your opinion, and might even hook you up with a major player in theirs.
- Be Quick! – Believe it or not, but how you perform develops your client relationships as well. If you’re always taking your time on client projects, running late for meetings, or slow to respond, do you think they’ll stay your client forever?
- Go the Extra Mile – It’s a no brainer right? The best weapon you have against keeping a client from turning into an angry customer is by delivering on more than their expectations. I guarantee you’ll win a client for life by simply doing more for them with excellence.
- Be Accessible – As I mentioned earlier, I made my self available to my client in person, over the phone, and via email. It doesn’t matter how technologically advanced we become, people want to interact with people. Now that social media is in the mix, make your clients comfortable by being available in Facebook chat or show awesome customer service by responding quickly on Twitter.
- Be Yourself! – Sometimes we have a tendency to want to “portray the big boys” in business instead of being small business owners. You don’t have to have your mom record your voice mail for you, your sister answer your phone and pass it to you, or rent a fancy car for client meetings. Just be yourself. Small business owners have the advantage over their big corporate brothers by being more personal and the ability to pay attention to details.
Bonus: My buddy, jtrigsby added,
“Follow Through – Its so simple it seems silly to mention, but how many times have you called a service provider, left a message and they never called you back. If you’re clients are attempting to connect with you, they’ve already done the hardest thing they’ll have to do… go beyond your barrier to entry and reached out. DO NOT let that go to waste!”
What else can you do to build relationships with your clients? What do you do now that delivers the “wow factor” to their service experience? I would love to hear your suggestions in the comments below.
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Rod
