Last week, I spoke to a group of salespeople about the importance of not only closing their next client, but also maintaining those clients year after year. Building a sales funnel can take days, months, and even years for big deals, so knowing how to maintain those clients is very important to a stable business.
Here are some of the ways I maintain my clients. Let me know what you think.
1. Build rapport from your first conversation with that client
From the second you make your first email or call, make sure you make a great first impression. It is important to let your prospect know that you truly care to help solve the problems they are facing and want to help solve those problems. Building a strong foundation from the first call will help you get your prospect to answer follow-up emails/calls quicker in the future.
2. Personal relationships are just as important as business relationships
Get to know your prospect on a personal level. Simply, asking your prospect about their weekend, interests or more information about their business shows you care at a personal level. I find I have built many of my best relationships with my clients by not talking business in the first 10 minutes, but building a personal relationship before discussing business puts your prospect in a comfortable mindset.
3. Provide the service you promise and never lie to a prospect
It’s scary to see how many salespeople close a deal with many promises to their prospect, but can’t fulfill any of them. To build a lasting relationship it all starts with honesty. Therefore, if you can’t fulfill any of your promises, it is better to tell your prospect, rather than lying to your prospect.
4. Follow up, Follow-up, Follow-up Autoklose
If it is weekly, monthly, or quarterly, ALWAYS FOLLOW-UP WITH YOUR CLIENTS. Your customer has signed up for your service and expressed interest, show you care and continue to follow-up to make sure your business is doing 100% to satisfy the needs of your new clients. If you want to build a long lasting relationship, always FOLLOW-UP with your clients to see what you can do to further provide better customer service.
5. Apologize if you do not fulfill any promises
No one is perfect, and every business makes mistakes. It is very important to be upfront if you do not fulfill any promises you make to your customer. Your customer will appreciate you more admitting your wrong than making an excuse.
6. Remember the little things
Remember things about your customers and prospects. If this is a recent trip, family, or anything you remember from your last interaction, this will leave a lasting impression with your prospect. If your company uses a CRM software, make notes that can be used for future calls/emails with the prospect to help build a relationship.
7. Customer service never ends
Lost prospects, new clients, potential clients, the service never ends. Provide everyone you interact with like they are the most important prospect to you. Even though you might not close that deal today, building relationships with all prospects might close you that deal later on. Never give up on lost deals, and continue to always provide great service.
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