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  • Writer's pictureNick Andriacchi

Coming Back: How to Build Strong Customer Relationships

If the non-compete ban stands, don't fret! Just get to know your customers well. Remember, the easiest way to lose a customer is to not engage with them after they become one.

 

When was the last time you visited one of your clients in-person? I was out with a client last week and we got to talking about customer service strategies and how it’s essential to maintain contact - especially after they started doing business with you.


 For some people, they get this notion that you shouldn’t “bother” the customer unless there’s a problem. Like email spam, they don’t want to over communicate for fear of becoming annoying. That may be a valid point as your customers are busy and may not always have time for idle chit-chat. But there is an advantage to receiving feedback from your customer which you might not get otherwise.

 

 There are usually two types of clients:

 

·     The client that contacts you right away when they’re dissatisfied.

 

·     The client that suffers in silence, but silently vows not to do business with you in the future.

 

I would worry most about the latter.


Flashback to my grocery days...... Every employee was required to engage with the customers. Great them as they walk in, offer help finding items, give suggestions on what looks good on a serving platter etc. The goal is solicit feedback and make sure the customer is satisfied. Otherwise, we not only lose their business, but everyone else that they tell too.

 

Some agencies might think, “Hey, I didn’t get any complaints, they must be happy with their service.” But think about how many times you visited a restaurant and decided to never come back because while it wasn’t bad, it wasn’t great either. Second chances don’t come easy.

 

By engaging with your clients regularly, it allows you to adjust better to their needs. This can potentially save your business with them as it allows you to fix any problems that might arise. It also tells your client that you’re willing to work on maintaining the account, which saves them the time they would use in finding a new vendor.

 

So, when is a good time to check on your clients?


You don’t want to be that waiter that interrupts a table every 5 minutes, but there’s a right way to do it. For me, I like the idea of offering something of value; like communicating a new service or software upgrade or talking about a trend in the industry that they may be able to take advantage. Sometimes dinner, a baseball game, a casual lunch, or coffee allows ideas to develop that you can implement for your customer. Most importantly, it sets up a routine that isn’t as annoying as a phone survey or robotic like a checklist.

 

Additionally, meeting in person puts a face with the service. Face time with a customer is invaluable. Remember, they valued you enough to buy from you in the first place. All you must do now is keep being you.

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