Seven Ways to Enhance Client Relationships
Seven Ways to Enhance Client Relationships
2. Under promise and over deliver. Delighting your customer is all about managing their expectations.
3. Build a rapport with your customer. Find some area of common interest that you can refer to each time you visit. Sports, food, family, hobbies and current events (but steer clear of politics) are topics to explore for common ground.
4. Be yourself but adapt. Share all of your winning personality with your customer but don’t over or under-whelm them. If your personalities are alike you’ll probably have smooth sailing, but if they are opposites the waters might get choppy. Opposites attract but the risk of misunderstanding is high. Mitigate the risk by adapting your personality to match your customer’s. The fact is you have a range of personality styles that will take you to the edge of your comfort zone, allowing you to adapt while remaining authentically you.
5. Model openness and authentic communication by sharing your own experiences, good and bad, with your customers. Communicate all your expectations; and be prepared to negotiate them. Initiate the conversation if you suspect misaligned expectations.
6. Made a mistake? Admit it, apologize, fix the problem and move forward. Make it perfectly clear that you accept your responsibility but don’t make your customer uncomfortable and hold back progress by over apologizing, either. Once is enough.
7. Check for understanding after every discussion of sensitive issues. Trust your instinct if you feel something is amiss. Confront problems tactfully, avoiding the human tendency to fix the blame not the problem.
Seven Ways to Enhance Client Relationships - To learn more about this author, visit John Brennan's Website.
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1. Make yourself a reliable source for industry news. Provide your customers with a steady stream of news they can use to improve their business.
2. Under promise and over deliver. Delighting your customer is all about managing their expectations.
3. Build a rapport with your customer. Find some area of common interest that you can refer to each time you visit. Sports, food, family, hobbies and current events (but steer clear of politics) are topics to explore for common ground.
4. Be yourself but adapt. Share all of your winning personality with your customer but don’t over or under-whelm them. If your personalities are alike you’ll probably have smooth sailing, but if they are opposites the waters might get choppy. Opposites attract but the risk of misunderstanding is high. Mitigate the risk by adapting your personality to match your customer’s. The fact is you have a range of personality styles that will take you to the edge of your comfort zone, allowing you to adapt while remaining authentically you.
5. Model openness and authentic communication by sharing your own experiences, good and bad, with your customers. Communicate all your expectations; and be prepared to negotiate them. Initiate the conversation if you suspect misaligned expectations.
6. Made a mistake? Admit it, apologize, fix the problem and move forward. Make it perfectly clear that you accept your responsibility but don’t make your customer uncomfortable and hold back progress by over apologizing, either. Once is enough.
7. Check for understanding after every discussion of sensitive issues. Trust your instinct if you feel something is amiss. Confront problems tactfully, avoiding the human tendency to fix the blame not the problem.
Seven Ways to Enhance Client Relationships - To learn more about this author, visit John Brennan's Website.
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David BarrDavid Barr is the President of Venture Opportunities, Inc. David has been a professional business broker/intermediary since 1980 focusing on General Business Brokerage and Mergers and Acquisitions representing client transaction value from $400,000 to $20,000,000. Mr. Barr has handled the sale of over four hundred and fifty companies. David earned a university degree from the State University of New York majoring in economics and business. David holds the Mergers and Acquisition Master Intermediary and the Certified Business Intermediary designations from the International Business Brokers Association. He is also a Senior Business Analyst and a Texas licensed Real Estate Agent. For more information about David and Venture Opportunities, visit www.bizdealmaker.com. - Visit David Barr's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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