Four Tips to Improve Client Relations
These four tips to improve client relations have been proven again and again. Never again worry about losing customers.
That’s because instead of playing defensively minded, you’re playing on offense. And everyone knows that in sports and e-commerce, the team that is most assertive, well-prepared, and focused is the team that will always win!
Tip #1 ~ Use live chat 24 hours a day
Before your customers become customers, and forever thereafter, they need a way to contact you that is convenient and effective. Live chat is the perfect solution to almost every problem, question, and concern. The great thing about live chat is that it is live! There is no need to wait for someone to answer (or not) a phone call, or to answer (or not) an email. Within seconds your potential or current customer will know if you are available to help them immediately. Within a few more seconds, when you are available, they should have the answer or result they desired.
Tip #2 ~ Immediately offer new customers something valuable for free
Most of the time, you can figure out a way to get the customer what they want while getting what you want at the same time. Let’s take, for example, social media. Your customer has just signed up. You call her to thank her and answer any questions she might have. Then you say, I would like to promote you on Facebook/Google +/Twitter. Is there anything specific that you would like me to say about you and your company? Which link would you like me to use? After these questions have been answered and the post has been made, be sure to email them a copy of the URL to the post. Then call them again the next day or later that afternoon to ensure that they received the link. In most cases, they will like the post, your page, and then share it with their followers – which will give your brand additional traction.
Tip #3 ~ Ask for Referrals
If you never ask, you’ll never get any referrals. But if you ask, you might be pleasantly surprised. Seven years ago I did a little experiment for Trust Guard, the leader in website security. For three weeks, all I did was call their new customers and make sure that they were able to get their sales-increasing trust seals uploaded onto their sites. Then I gave some pointers as to where they should place the money-making seals for maximum efficiency. After we discussed their website and business a little, and I got to know them, I asked them if they knew anyone who might also benefit from Trust Guard’s security scanning and seals. I made 22 additional sales just by asking the question.
Tip #4 ~ Give Discounts for Add-ons & Upgrades
Once a customer becomes a customer, the goal is to get them to stay a customer for as long as possible. But that’s only a third of the goal. Next, we want them to be loyally ecstatic about being our customer – that way they will tell all their friends and family how awesome we are! Third, we want to be earning as much as possible each month from them (that’s where the add-ons and upgrades come into play). If a customer has consistently paid you on time, it’s probably time to up the ante. Offering a 50% discount on your next highest-priced product will make you more money, will give them the motivation to get the better product, and will induce them into promoting your brand even more than they were before. Win -Win!