How to Make Clients Love You

26th November 2012 | By Frances Pratt

Attract-Clients

Clients are the lifeblood of your business.  It is important that they learn how to love you so that they stay.  Clients that love you are a great source of golden referrals into your business.

Here are some tips on growing and keeping clients love for you.

  1. Clients want to feel important

Everyone likes to feel that they are important.  Here are a few do's and don'ts.

DO!

  • Make yourself known to your clients and really get to understand them and their business.  What is that they really want to achieve and how can you help them get it.
  • Stay in contact with them regularly, before and after the sale is made
  • Help them buy things that will really help them

DONT!

  • Try to sell them something based on what you need and want
  • Keep them to your timetable.  People buy when they are ready

 

  1. People Buy From People they Trust

Two important points here. 

People buy from people.  First they buy you, then what you are selling and your company.  Sales is about engaging with your client one on one and getting to understand what problem they want to solve and what they need from you.

Everything is about trust.  Trust is a built by how well you get to know your client, how reliable you are and finally how you can build your credibility with them.  Trust is eroded by conflict of interest. Conflict around self interest, both real and perceived.

  1. Say What You Do & Do What You Say

It sounds simple … but this is one of the ‘little things’ that speak volumes.

The first part is to be as clear as possible about what you do. Think about the processes that you have in bringing clients on board, how can you explain this to a client in plain english. 

Be clear about when you are going to get back to them. There are two good reasons for this.

  • It gives you permission to get back in contact at an agreed time (which makes it easier for you to pick up the phone)
  • If you don’t organise a time, they will have an expectation of when you will – and it's much better to proactively manage expectations.

 

  1. Say When You Can’t do Something – and Mean It!

The is something disingenuous about someone who says yes to everything.  Love doesn't mean saying yes to everything that your client wants, if you have kids you know exactly what I mean. Be clear about what you do and don't do and help your client navigate through that.

Tough love will, in the end, help your client and help you.  If you say yes to something that you can't do you it will end in tears and dissappointment for both you and your client.

Sometimes this means walking away because you can't help them.  Remember it's ok to walk away and it frees up your time to spend with clients that will love you for who you are.

 

Feel free to share your ideas, questions or comments in the area below.

Like what you've read? 

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