Client Care and Retention
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Business is people.Companies don't by products and services.... the people in them do!! In trying to generate sales and increase revenue, we only ever have 3 types of Clients to go after: the Clients we've had and lost - the Clients we've never had - and the Clients we already have. Most businesses ignore existing clients and rarely follow up to gain more business from them. Yet when we give them great Client Service, contact them regularly and talk to them, make them our friends, make them feel special - what happens? More business, more referrals, more Clients! |
Topics covered include:
- First Impressions & the 90:90 Rule – everything counts
- Building Rapport
- Personal Energy and Enthusiasm
- Four Steps to Client Satisfaction
- Who Are Our Clients Anyway? -learning to think like them
- The 3 Types of Clients
- Pareto Principle - use it heaps!
- Our 'A' Clients, & how to love them to bits - individually!
- What Clients Really Want
- How's Things? - showing we care
- Take Away the Risk - guarantees
- WIIFMs and other ideas
- The Value of Complaints
- Mistakes: a Great Opportunity
- Our 'B' Clients - group tactics
- Seminars, Networking & Free Articles - building loyalty
- Staff Incentives - getting team buy-in
- Referrals - spreading the net
… and any additional topics specifically requested by the participants
