In a service business, whether you provide health care, financial consulting, legal advice or even car repair, business occurs between individuals, not companies. Company X doesn’t buy from Company Y. Rather, it’s Sally who is buying from Joe based on a relationship that has been built, nurtured and solidified.
As one business client told me, “I don’t need a lunch or golf buddy. I want someone who can help me solve the problems I’m facing today and will be there for me tomorrow.”
Here are three strategies to build great relationships with your clients, customers, patrons, patients and even constituents. Enhance their customer experience.
1. Make a strong first impression.
The truth is, people make decisions mostly based on emotions, and justify the decision with rationales later. They’re really thinking, “Can I do business with this person?” or “Will I enjoy doing business with this person?” “Do I have confidence in this person or company?” What are you doing to make a strong first impression?
2. Realize a personal touch goes a long way.
There are at least three dry cleaners around my neighborhood with comparable prices. But I drive two miles to one that’s even a bit higher in price. Why? Because every time I walk in, I’m greeted with “Hello Ms. Zidle, how are you today?” It’s not because I’m a top customer. Rather, it’s part of their business strategy to know their customers by name. This one thing differentiates them from the other dry cleaners in the area.
3. Get everyone involved.
Long term relationships evolve one success at a time. It’s up to everyone – the front line, professional staff, and every manager – to work together to bring that personal touch that say: “We care about you! We want to help you!” Great customer service is everyone’s business in your business!
Smart Moves Tip:
Make sure your word is as good as gold. Nothing will have a more long-term impact that your reliability, follow-through and consistency. In relationships, the little things ARE the big things. Do you want to build a great brand for your business, practice or start-up? Download the Free E-Book Smart Growth!
What do you do to make your business stand out from the crowd? Send me your ideas – from simple to outlandish – that help you build and nurture relationships with your customers.
Do you have a gap between your game plan and your performance and profitability?
Don’t Gamble With Your Future! Close that gap and build your business, practice, firm or agency with The Business Edge and Smart Growth. Get free e-book: 101 Business Tips.
Copyright © 2011 Marcia Zidle - the Actualizer – business strategist and coach.
Tags: business advice, business brand, customer loyalty, customer relationship management, Marcia Zidle