When I worked in corporate, there was a guy in the office we used to call “ (First Name Omitted to protect his privacy) Copter)…So, for example “TomCoptor”. I know his name sounds funny but it wasn’t. We called him that because when he wanted a new client he would circle round, go in for the landing and get them. Once they said “yes”, he took off and was gone. His clients had a difficult time contacting him and would end up frustrated and often angry. He over-promised and under-delivered.
According to recent statistics, it costs 10 times as much money to acquire a new client as it costs to keep one. That makes me wonder why so many entrepreneurs don’t focus more on that part of their business?
Recently, I experienced someone I hired not meeting their deadline with me because they were so busy taking care of their other clients whose work/project was more disorganized than mine. Therefore, they required more time than I did. As you can imagine, that didn’t sit well with me. I believe that our other clients are our business. My resources other clients, are their business. I shouldn’t know about what’s going on with them and what problems they are having.
So, 5 strategies for you when talking/communicating to your clients:
- Make the call/contact about your client. If they inquire how you are, of course, answer, but you are not the focus of the call – your client is. Don’t start off the call telling them all about you and what is going on in your life- good, bad or otherwise. It’s all about them as they are paying for your time.
- If you commit to doing something by a certain time, do it. Honor your obligations. As Don Miguel Ruiz wrote in The 4 Agreements, to make your word “impeccable”. If for some reason you can’t honor it, let the client know in plenty of time so you’re not dumping a problem on them. There’s an expression to “Do what you said you’d do, the way you said you’d do it, when you said you’d do it by”.
- If you do have an issue, go to them with a solution, not a problem. Better yet, tell them the problem has already been solved. You’ll get bonus points for that and look like a star!
- Stop multi-tasking when you’re on with your client. Be focused. Be present. Enough said.
- Most importantly, don’t tell your clients that you’re stressed out, overwhelmed, frustrated, etc. Really and truly, they don’t want to hear that. They’ve got their own stuff to deal with and they don’t need to take on yours. By you showing up not quite having your “act together”, you come across as a novice and not someone that they can trust to have their back. Or someone that they want to give more business to.
Just by implementing these 5 strategies will put you miles ahead of others in your industry. You’ll be a hero to your client instead of a problem.
Now, look for ways to continue to keep your relationship with your clients to grow even stronger. Not only will you have their business for a very long time, you’ll get their referrals, too. That’s a very good thing.
Try those 5 strategies out. If you’ve got others, share them with us. If you need help, apply for a Money Breakthrough Session at http://www.tinyurl.com/moneybreak.
Be Brilliant,
Kate
