Managing Customer Relationships


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By Alex Ormandy, http://www.webevolve.com/

Strong Relationships are essential when 80% of your business will come from existing clients, so how to engage and manage customers in the most effective way. Here are some top tips for you to follow below:-

Customers will return if...

  • They enjoy your company
  • They enjoy the rapport
  • They trust you can deliver
  • They feel a sense of engagement
  • They want a partnership

Create the Customer Experience

  • It's not about what you do
  • It's about how you do it

Happy clients - spread the word

"Do what you do so well that they will want to see it again and bring their friends".
Walt Disney

Building Rapport

"A relationship of mutual understanding and agreement between people"

"The presence of harmony, trust and cooperation in a relationship"

 

  • Listen and remember
  • Understand your customers needs
  • Keep in touch
  • Be nice, be friendly

Adapt to each customer

  • Every customer is different
  • Put yourself in their shoes

Communication Methods

  • Be selective to suit each customer
  • Forget jargon
  • Speak in plain English
  • Subtle insights are adequate
  • Don't overload with detail

Managing Client Records - CRM Systems

  • Customer Relationship Management
  • Database of customer information
  • Easily sharable with other team members
  • Each person is on the same page
  • Utilise technology to provide a better service

Work as a Team

  • Don't be a martyr
  • If you wear too many hats, you'll have less time for your clients
  • Share the workload
  • Deliver better service
  • Knowledge expertise

Take Note     

  • Observe the experiences you have as a customer
  • Good Customer Service
  • Bad Customer Service

Managing Conflict

  • Conflict happens from time to time
  • It's human nature
  • How you handle conflict can help to impress even more
  • Empathise with your customer

Asking for feedback     

  • Opportunity to build rapport
  • Learn from mistakes
  • Discover new solutions

In summary what Customers want is:-

  • Excellent service
  • Value for money
  • Reliability

Why not find out how to maximise the value of your customers too?

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