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Seven Ways to Enhance Client Relationships



Seven Ways to Enhance Client Relationships
   

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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About the Author


John Brennan
(Visit John's Website)
John Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at office.microsoft.com/e n-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses.
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