Build Strong Client Relationships
Ask anyone what the ideal customer looks like and they will
tell you things like:
Ask them what the ideal supplier looks like and you will
hear things like:
If both sides of this equation are met, it is the basis for
a strong client relationship. Building strong client relationships
means meeting needs that you each have, and creating opportunities
for success, both for your customers and for your company.
Bottom line, it means caring deeply for the customer so they
will continue to do business with you.
Everyone knows getting new customers is very expensive. Recent
studies say that it costs five to six times more to get a
new client than it does to retain an existing one. Current
satisfied clients, on the other hand, are very valuable, not
only in terms of repeat business, but also in referrals and
word of mouth recommendations. In a survey of 2,374 customers,
it was reported that people who switched their business to
a competing firm gave poor service as the reason five times
more often than they mentioned price or quality. That means
price isn't the problem. The problem is service and service
is not expensive to fix. You must find ways to constantly
and effectively communicate to your customers that their satisfaction
is your goal. You must persuade them that you want to correct
any dissatisfaction.
It is important to understand that customers do not buy products
or services from suppliers, they buy value: value that is
defined by them not by the supplier. In order to keep existing
clients, then, you must be able to provide them with the value
they want.
Measuring customer satisfaction and using these metrics to
improve performance, address weaknesses and services will
result in continued purchases, additional business and future
references. Conducting regular surveys on customer satisfaction
helps companies learn what is important to their customers.
They can then focus their resources on meeting those expectations.
Taking action on the results of measurement is the key to
building strong long-term business relationships.
Good customer service is not a luxury. In this competitive
environment, giving good client service is not just a competitive
weapon, it's a survival skill. Strategic Enhancement Group
can help you survive. We have the experience and expertise
to:
-
Define the critical skills your customer service providers
need to meet and satisfy customers
-
Assess your customer service providers' current levels
of effectiveness and provide development plans to move
them forward
-
Select people who will successfully provide the kind
of service valued by your clients
-
Customer service providers learn how to manage their
own stress so they can effectively deal with different
kinds of clients
-
Customer service providers learn how to make sure they
have satisfied their customers' needs and move them from
indifference to satisfaction
-
Survey your customers to determine their level of satisfaction
and to find out what they truly value
-
Customer service managers provide support and feedback
to providers to reinforce the right behaviors
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