As a prime source for repeat business and referrals, your relationships with customers have to be given top priority. After the sale is made is when you can really strengthen the connectivity with your client. This is the time where you can develop unshakable customer loyalty.
Loyalty is having a client that sticks with you, even when your competitors come knocking, because your relationship is so strong. That kind of loyalty will weather all kinds of competitive attacks, even better pricing offers, because your clients are buying you and the value you bring to the table.
There are several steps to developing this kind of loyalty. First and foremost, you have to deliver what you promise and more with your product or service. You know the saying, “underpromise and overdeliver.” Most salespeople do the opposite, so they are immediately in a negative position with their clients. Is it any wonder that they are quickly moving on to the next sales transaction and not looking back?
Second, you have to stay connected to the delivery or implementation of your product or service. Even if you hand off the client to your operations or customer service department after the sale is made, you want to stay connected and involved at some level. At the very least, your client needs to know that you are his advocate and that you will be there as needed for any questions or issues that can’t be handled through the proper channels.
Third, you have to keep the channels of communication open. No relationship will flourish and mature without open and honest communication. Solicit feedback long after the sale is made. Ask questions about your product or service and its uses and benefits to your clients as they are using it. In addition, make sure the communication between your clients and yourself is consistent and ongoing. How often and in what form depends on your business and the type of clients you have. The point is that you should make deliberate decisions on how often you connect and how.
A good practice is to develop systems around staying connected. In other words, don’t leave it to chance or try to wing it. If you do, things will likely fall through the cracks. Using CRM (customer relationship management) software can help you manage your relationships better. Anytime you can automate the process, the easier you will make it on yourself. In fact, a recent survey of 1,337 companies by Jim Dickie and Barry Trailer found that the right CRM system that was properly implemented increased cross-selling/up-selling by 102% while decreasing the cost of the sale by 31%.
Three Steps To Customer Loyalty - To learn more about this author, visit Will Turner's Website.
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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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Will Turner
(Visit Will's Website)
As President of Dancing Elephants
Achievement Group, Will feels he has the
best job in the galaxy. He loves working
with salespeople and entrepreneurs to
"unblock" themselves and "unlock"
their potential. Will is the first to
admit that he was a reluctant salesperson
for many years. He thought most
salespeople had to be pushy, and he just
wasn't comfortable in that role. He later
discovered that you don't have to act
like a typical salesperson to be a great
salesperson so he created a company to
teach others what he had learned.
Will transitioned a twenty year career in
sales and sales management into his
current position as President of Dancing
Elephants. In addition to facilitating and
presenting, Will is the author of Impact!,
the company's monthly e-newsletter on
sales performance. He is also the
co-creator of the Sales Magnetism program
and the co-author of Six Secrets of Sales
Magnets.
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