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Using the Customer Profile form provided (I know, I know, it seems an awful lot, but you'll be amazed at how much people will tell you when you engage them) get to know your customer. Remember – it’s all about customized customer service. The information you gather is invaluable.
You want to have a separate contact sheet for each person in each office. Keep this sheet in front you during every conversation. Study it prior to calling your customer to refresh your mind. The point of the contact sheet is to make each customer a personal customer. The more attention you give your clients, the less room there is for your competition. Create a relationship built on personal connection as well as good business service - and you'll be hard to beat.
Don't just collect the information - the goal isn't to fill in every blank on the form. The goal is to use the information to your advantage. Pay attention to the details your customer provides you - let them lead way. They will, either overtly or covertly, tell you the kind of service they are looking for. Respond to it. When your customer tells you that she doesn't have the time or inclination to engage in "chat sessions" with her service provider, make a note of it. Do her the courtesy (and remind her that you are doing her this service in a way that she likes) of keeping your conversations and correspondence clear, brief, and friendly. By doing so you show her the respect that we all want from our service providers. Set yourself apart by providing it.
Leave every conversation on a positive note. Invite your prospect to call on you for any service you can provide - even if it's not related to what you're currently selling. If you’re an attorney, let them know that you're available to consult on cases, assist in research, or provide a referral. Following up on a customer request is paramount. If they ask for more information, references, etc., not providing it in a timely manner is a more negative promotion for you, than a personal referral is a positive promotion.
Remember that one of the best ways to get business is to refer business. This may be the most important tip of successful networking. People tend to refer business to those who refer business to them. Keep notes on the services your contacts are looking for and provide them a confident referral. The more you give, the more you’ll get! |
Remember........its all about customized customer service!
Create a relationship built on personal connection as well as good business service.....and you will be hard to beat!
The more you give....the more you'll get!
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