Category: Customer Service

I’ve been involved with similar projects to re-connect with lapsed customers in 4 different companies over the last couple of months and following some undoubted successes I thought I’d share with the wider world the smartest way to approach these particular accounts.

The same old story…

I’m always interested to see how people plan to approach these accounts because it’s very easy to adopt an approach equivalent to waving a brightly coloured flag at your prospect which says:

‘We lost your business some time ago and we’ve finally got round to attempting to do something about it’

A couple of genuine examples of this that have come out of recent workshops are:

‘We used to provide you with…..’

‘I noticed you haven’t ordered from us for a while….’ 

‘I wanted to understand why you haven’t used us for …’

These are pretty typical answers although I personally think there is a far smarter way to be approaching this..

You see, the problem with these approaches to re-engaging with lapsed customers is that they’re simply far too negative for you to expect much back in terms of positive responses.

They draw attention to a possible breakdown in the former working relationship, the fact that account management hadn’t been great which is why their business wasn’t retained, and the fact we’ve left it longer than we should and have only got round doing something about it now.

My view is that in preparing your sales call in this instance, you need to consider the following:

• What is your objective for that call?
• What action do you want your prospect to take?

Then, in terms of your call opening we need to be a bit smart.  Usually the value statement in your sales call will be centred around profit or productivity increase, time savings etc whereas for this task your value statement needs to be based around something different.

Order Histories. (Which should be easily accessible through your CRM – Please don’t tell me you’re still using spread sheets!?)

There’s a couple of variations of my recommended approach to this type of call below and then we’ll examine why it works underneath.

….I was just taking a look at the (1)order history on (2)your account with us and wondered if you’re still(3)outfitting your team with the (4)blue t-shirts with your logo’s matching the thread colour?

I’m looking at the (1)order history on (2)your account with us and wondered if you’re still supplying  branded pens with the (4)silver plating as gifts to your renewing clients?

How and why this works:

When approaching the account we need to make a positive link with our prospect and as such items 1 and 2 from the above example should always remain unchanged.

1) Referring to someone’s order history refers to a historical relationship in a much more positive light than some of the examples in the beginning of this article which make it glaringly obvious that for whatever reason we lost that business.

2) The phrase ‘your account with us’ indicates they are still a customer or certainly that we still regard them as so. It also doesn’t make reference or draw attention to the period of time in which they had not used you or your service for.

The 3^rd & 4^th elements to the approach are your variables which allow you to tailor the approach around the order history itself:

3) This is where we look at the specific orders that the customer has made in the past. Look for repeat orders of specific products and use that item or items to tailor the approach to that particular account. You will find that you make a connection because you’re clearly demonstrating an existing knowledge of their requirements whether they have changed or not.

4) This is where you can further demonstrate your knowledge of their business by referring to how the prospect made use of the items from those historical orders or certainly their specific preferences.

It’s really quite a simple yet effective approach and can be adapted very easily on an account by account basis. If you have lapsed accounts that you really should be re-engaging with, this is the way to do it.

Always make sure your approach is well thought out, relevant and confident. You’ll most likely be pleasantly surprised by the receptiveness of the people you speak to when you can clearly show them that you know what you’re talking about when it comes to their business.

Article Contributed by Dr. Joey Faucette

“What have you done for me lately?” is the client attitude du jour. And by “lately,” they mean very recently. The number of client experiences with and impressions from your competition expands daily with a multitude of tech-driven access points.

Client engagement—from relationship to results—is a key to your increasing sales with greater productivity to get out of the office earlier to do what you love with those you love.

How do you strategically engage your clients?

Here are 3 Positive Ways to Engage Clients for More Business:

Be Initiating

Your clients are inundated daily by distractions. Some of it is part and parcel of the 24/7, always-on culture today. There are welcome distractions from friends and for entertainment. There are more interruptions they didn’t ask for or anticipate.

Initiating contact with your clients helps you rise above the distracting crowd. Your company name is quickly recognized and welcomed. You maintain your top of mind position as a part of their home team. You are someone whom they trust to help.

By initiating, you give them a reason to strengthen their grip on you. They remember what you’ve done for them.

Be Interesting

Since you’re initiating, your clients remember what you’ve done, but the “lately” factor is important to consider.

Of course you benefit from their doing business with you as often as appropriate as do they. As you initiate, remind them of the continuing benefits of doing business with you. Reward them for sending their friends. Or, ask specific questions that build on your current relationship, e.g., “You find value in xyz service/product. Other clients like you have also found benefit from abc service/product. When is best for us to talk about it?”

Be interesting by building on the current value equation with something that answers the “lately” question.

Be Engaging

To more strategically grow results from your client relationships and drive more revenue, insure you engage in two primary ways:

First, ask questions. These can range from more personally-oriented, e.g., “How’s that new grandbaby?” to “What’s working well for your business these days?” Our favorite subject is always “me.” Only positive responses arise from such questions.

Second, listen and offer solutions/answers. How will that new grandparent help meet the challenge of rising tuition costs? If you’re the financial advisor, you have a solution. How will the IT needs change as business grows? If you’re the IT consultant, you have an answer to make it easier to rake in more business, right?

Be engaging with your clients by initiating contact with them in interesting ways and prompt your business to grow!

About the Author

Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), Work Positive coach, & speaker who helps business professionals increase sales with greater productivity so they leave the office earlier to do what they love with those they love. Discover more at www.ListentoLife.org.

Article Contributed by Dr. Joey Faucette

In the last few months, our team has run up a steep learning curve in developing a new product line and the means to administer it. We’ve experienced a great deal of change and discovered as we’ve run this race that exceptional customer care is an integral part of a successful process. 

Here are 3 characteristics of exceptional customer care we experienced that created “raving fans” out of us. 

Ask Great Questions

While it’s easy to just “get started” with what you know, these companies first ask great questions. They began at 30,000 feet, i.e., big questions about our business goals, hopes, dreams, frustrations, and fears. 

Then they drilled down to specific ways to accomplish our goals with the least amount of frustration in implementation. They helped us put it in place and taught us how to do it independently. 

What great question will you ask a customer today as you give exceptional customer care? 

Listen and Then Answer

After asking great questions, they listened. 

Really listened. 

What a gift! No FAQ list url. No anticipation or presupposition. 

They employed the active listening technique of accurate empathy. They let us know they were listening by using some of our words in their response. Such empathy lowered the learning curve for us, eliminated accompanying hesitations, made it all more manageable, and we walked on up that hill. 

How will you listen first and then answer today as you give exceptional customer care? 

Give Respect

We had the sense that they were walking up the steep learning curve with us. That they could see from our perspective. They wanted to help us understand. They desired to serve us without making us feel ignorant at best and stupid at worst. 

They respected us. 

Every phone call and email was their “pleasure,” “why we’re here,” and “please let me know what I can do for you.”

One even asked for an update to see how he could help without our asking! 

How will your customers know you respect them today? 

Sure, it’s a busy season for everyone. 

What a wonderful opportunity for you to create an outstanding customer experience in a crowded, hurried-up market. 

Give exceptional customer care today as you ask great questions, listen and then answer, and give respect. 

As you do, you Work Positive in this negative world! 

About the Author

Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), coach, and speaker who helps business professionals increase sales with greater productivity so they can leave the office earlier to do what they love with those they love. Discover more at www.WorkPositiveBook.com.

Article Contributed by Mikkie Mills

We’ve all heard the motto, “the customer is always right,” because in our consumer-based economy it has nearly become an immutable law for any business owner or manager. The commitment to customer service has almost become a given in our society, so much so that customers now seem to expect nothing short of royal treatment. That poses some interesting challenges from the business end because there will inevitably be situations in which businesses must draw a line with customers. One of the biggest difficulties facing modern businesses is knowing where to draw that line while also doing everything that can be done to help customers feel like their business is appreciated, their loyalty is deserved and their (reasonable) expectations are met.

Perhaps the most important advice that can be given to businesses in their effort to allow the customer “to always be right” is best
explained with another short maxim: “under promise and over deliver.” While that may initially sound contradictory in a world full of
advertising that makes gigantic claims, it has simple and effective practical application in a few of the most basic elements of customer
experience.

Quality

One of the most common complaints from customers is the underperformance of a product or service. In some cases the customer probably expected too much. In many cases, however, their expectations were derived from marketing that promised more than could be delivered. Of course, when it comes to advertising you need to portray your product/service as positively as possible but you will find that your business will win more customers and greater loyalty if the product or service exceeds expectations. And research confirms that word of mouth recommendations are still the best way to win new customers or clients. If you want your customers to do the advertising for you, then allow them to be pleasantly surprised by what you have to offer.

Shopping Experience

Whether you conduct most of your business online or from a physical location does not really matter. The experience your customers have while in your store or on your site will provide a lasting impression that will be hard to reverse. If you are operating a physical location make sure that the entire property is clean and well maintained. Even the condition of the parking lot can have an impact on your customers’ opinion of your business. The same goes for websites—make sure that your site is easy to navigate, has a professional look and is free from excessive ads or any sort of content that could be viewed as disagreeable to customers.

Promotions, Discounts, Giveaways

Discounts, special deals and complimentary gifts are a great way to help customers feel valued. Distributing coupons can be a great way to advertise your products or services and has proven to be an effective way to drive traffic to your business. If you don’t have the funding for a widespread marketing campaign that includes coupons, discounts or special offers there are still ways to utilize these features. An announcement on a webpage or a simple word of mouth pitch from an in-store employee is a great way to pleasantly surprise customers and help them feel that your business always seems to offer even more than expected. Also consider including  small complimentary products for customers that have purchased a certain amount or have returned after an initial purchase and you’ll likely find that those customers become loyal to your business and will eventually be the source of many new customers in the future.

About the Author:

Mikkie Mills is a Chicago native.  She is involved in business and fashion and a mix between the two.  She often freelance writes
for Vista Print, through which you can treat your customers to their very own personalized mugs.  Connect with her on Google
+ or on Twitter (@DollarHacks).

Article Contributed by Alexis Neely

In a recent post, I shared why you absolutely MUST have a CRM (Customer Relationship Management) system in place. And you were so enthusiastic about it, you went right out and implemented one! Yeah! You’re up and running—inviting your ideal clients to connect and stay connected with you because you have an awesome law business and people love you!  But just as important to the process of attracting your ideal clients is the first impression they receive of you and your business when they do reach out to you for your service.

Following are three common mistakes attorneys often make that can have negative effects on your ability to move these wonderful people you have started building relationships with into paying clients:

1. Offering free consultations.

A common client attraction tactic many law firms incorporate into their system is the “Free Initial Consultation.” Once considered a fantastic way to entice potential clients, they’re now offered by virtually every lawyer and law office around. Prospects don’t value them, they cancel at the last minute and are more often than not use the free initial consultation to shop around for the best deal.

It’s time to drop the free initial consultation and instead offer something of value that will educate your prospects about why you are the right lawyer for them or send them on their way before they ever get into a one on one meeting with you if they are not the right fit.

Instead, offer a meeting that has a name, a value and a purpose. Our Personal Family Lawyers® offer a Family Wealth Planning Session to educate prospects about what would happen to their family/assets if anything happens to them and it’s worth $750.  Creative Business Lawyers™ offer a LIFT Foundation Audit to identify any holes in their prospects business and recommend ways to fill those holes. It’s worth $1250.

What will you replace your free initial consultation with? 

1. Answering your phones.
   

This simple adjustment can transform your practice: stop answering your own phones! Many attorneys make this mistake, or they employ a receptionist who works for a shared office space, and growls “law office” into the phone whenever it rings.

The first interaction your prospective clients have with your practice should exude friendliness, calmness, openness and service. Have your phones answered by someone with a smile on his/her face, whose friendly nature helps differentiate you and your firm from your competition. Remember, people want to hire someone they feel a bond with, and a first impression is often the one that sticks. If you want to see for yourself, call four or five of your competitors and hear how their phones are answered. Which ones feel inviting, and which make you want to run the other way?

And why shouldn’t you answer your own phones? See number 3! 

1. Appearing available. 

As counter-intuitive as it may seem, your potential client doesn’t want to speak with you directly the first time s/he calls. S/he expects to make an appointment to speak to her/his attorney. Have all calls scheduled for you and establish immediate credibility by NOT answering your phone.

If you’re sitting by the phone desperately waiting for that next call, your potential clients will sense it. They will wonder WHY you aren’t busy, and assume it’s because you aren’t as good as your competitors. So, let them sense your busyness: you have other clients and are focused on serving them. They will expect you to do the same for them once you are available.

By creating a delicate balance of “attractive unavailability,”   your potential clients will value your time and know that when you are working with them, you will be fully present and fully serving. They can feel more relaxed and grounded in your presence, and will be more inclined to trust and invest in your services. Establish a protocol for getting time with you that helps people sense that you have the integrity, experience and expertise they need, so they feel safe and reassured from the start.

What client attraction practices do you use? In what ways do you work to develop your customer relationships? Let us hear your ideas for developing better relationships with your leads and attracting more of your ideal clients, or tell us about some that didn’t work out so well!

About the Author

Alexis Neely started her own law practice in 2003 after only three years in practice at the law firm of Munger, Tolles & Olson. Despite knowing nothing about business, she built that law practice into a million dollar a year revenue generator by creating a new law business model that her clients (and her family) absolutely loved.  Alexis wrote the bestselling book on legal planning for parents and has appeared on all the top television shows – from the Today Show to Good Morning America – teaching the American public about proactive family and business legal planning and new paradigm conflict resolution.  Today, Alexis is a Law Business Mentor and guides lawyers to reclaim their role as trusted advisors for their clients while building sustainable, fulfilling, money-making practices so you can love being a lawyer again. For more information about Alexis, visit www.lawbusinessmentors.com