No matter what end of the spectrum your business is on, your goal should be to build relationships. Long gone are the days of one-off sales. Instead, to get those sales, you have to start with gaining the trust of a customer. And that happens by building a relationship.
A client relationship starts off as a dance. When dancing, you both have to be in the same rhythm. As a business need to put your best foot forward and not step on your customers' feet. Honesty and trust are key to gaining customers.
Don't just sell your product. You need to focus on building a foundation that will inspire them to be your client. Explain what you have set out for them. Then, make sure the client can say it back to you in their own words. This way you know that they understand what you are offering them.
Building a relationship with a client is like a book. It has chapters and an outline of what you will do with the customer. You have to start with an outline from the beginning and then see what will happen next. Focus on the long term relationship, not the immediate sale. That comes after you build the relationship, and gain the trust of the client.
Here's what you need to start out right:
- Ask questions. At this point, they should be talking more than you are. What do they want to do?
- Slow down and focus on building the relationship.
- Figure out the goals of the customer. Explain to them how your service or product can resolve a problem or reach a goal.
- You need to know what the client expects from you, so ask them.
- Don't leave room for gaps by being pushy and not being empathic.
- You need to figure what kind of relationship you want.
- Once you have answers to your questions, detail them in the proposal. Figure out where you will meet in the middle with the client.
You are providing a service, not just a sale.You can't read a book if you do not open it, and you can't just assume you know what your customers will want. You have to actually find out. Creating a relationship with your clients is just like reading a book.
Make sure everyone involved has either training, an email, or a manual.Make sure your client knows who they can go to when they have questions. Don't push your client from one person to another, without solving their issues. The key is to let the client know who they will be working with after the agreement. If you have a client who is going to be working with several team members, let them know from the start. Outline how you will be getting ahold of each other throughout the duration of the project. Will you communicate through email or by phone? Who will be in charge of the communication, and working on what projects. Make sure communication is clear. The client needs to know what is ongoing and what the handoff is going to look like.
To wrap up, here are things that you need to build a great relationship:
- Ask questions
- Take time, don't rush to the sale
- Meet in the middle so you can work together
- Determine ongoing management
- Make them feel safe in your hands
Don't leave a bad taste in your client's mouth. It's hard to change that first impression. That's why you need to focus on building a lasting relationship with your customers from the start.
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