You need to contact a client and are considering between a phone call or an email. After a pause, you choose email. Ideally immediate results follow, the clients response is swift, and you move on now that your objective is complete….or is it?
We all want to keep our clients happy and we all hope we are doing everything to ensure that they’re satisfied at the end of the day. Yes, we hope. But do we really know for certain this is true? Here are some methods of consistent engagement to utilize so you can ensure a healthy, happy client relationship to maintain.
1: Positive Body Language
Chances are you can remember this exact moment. Think of the last time you raised your hand for a high-five and received nothing in return. It certainly makes an impact and you probably remember the person. This is the power of a bad impression and it can be quite a powerful thing. So what can be done? You’ll be pleased to know the answer is practically effortless.
Just like a good pre-workout stretch, opening up your body and standing up straight enables a confident atmosphere for both you and your client. According to a study published by the American Psychological Association , something as small as a firm handshake leaves an impression of extroversion-one of the utmost ideal traits of an entrepreneur. We also recommend keeping those arms unfolded and open for interaction to create an environment of approachability.
2: Handwritten Cards/Letters
Yes emails are easier, but Grandma still mails you birthday cards doesn’t she? And they’re signed in that unique penmanship that makes you think of her and her only? Maybe there’s also a little drawing or message attached. Something that becomes a symbol of them and their love. While we probably don’t want your client to love you like Grandma does, we can agree they should feel content at the mention of your name and or business. Of course like Grandma you should stick to about 1-2 cards a year maximum.
3: "Lets do Lunch"
Think of treating your client as you would a new friend. Recommend them locations of local parks and healthy eateries local to your business. Work these mentions between conversations with existing customers and make flyers for newcomers. A good way to remind clients that you care is to hand out coupons relevant to your suggestions.
If a client declines these suggestions or offers-make note of it. Even if there’s no connection at the end of the conversation, there still was a takeaway moment to learn from the experience and in time, develop a different angle of approach.
4: Courtesy Calls
Try not to let “Goodbye,” be the last thing you hear from a client on a daily basis. Through follow up phone calls or emails- you can turn that “Goodbye” into a “Thank You!” or maybe even something better! If using a phone call follow up, use this opportunity to ask questions that flesh out your client as a person-“We’re doing a birthday checklist and noticed you’re not listed. Want to sign up?”. If your emailing, you can use this moment to attach a quick survey for feedback. On the off chance the follow-up proceeds to a negative response-this gives you a heads up to rectify and learn from the situation. An unsatisfied client that is willing to communicate is more than likely to be accommodated than one who chooses to suffer in silence. On the flip side however, initiating a follow up call or email gives the silent sufferer an opportunity to voice their opinion.
5. Asking More Questions!
It’s time to one up your client trivia by using EZFacility's CMS where the most detailed account profiles are made possible. When you think about it, account profiles are absolutely everywhere from Panera Bread to AutoZone, but how personalized are they beyond a name and a birthday? How much easier would it be to add new programs to your business if you knew what activities your clients enjoyed the most? By using EZFacility's CMS you can get started on your next move.