Tag Archives: Client relation

Catalyze Yourself Through Client Motivation

All the recurring issues about client satisfaction in business are surely not simple table top topics of meetings. There is no doubt whatsoever that client satisfaction is the most significant metric that is measured in a business and it is one of the strongest factors that heights the business.

But, let’s be honest, client satisfaction is no piece of cake. As hard as you may work, you might never be able to attain the satisfaction quotient that you expect from your clients. Handling their complaints, maintaining their profits and regaining trust from older customers can be a hard task – physically and emotionally. On the other hand, glitches of positivity from the customer end always arise, which can be made constant by channelizing your transactions with the clients.

Here are a few points that can help you gain good client satisfaction by motivating them.

Link up with your sales team

You must know what promises your sales team is making with clients during a closure so that your work is in compliance with the customer expectation. This is a must-do step. The situation where the sales team and you are not on the same line can be very conflicting in a long-term tenure. In order to deliver appropriately, your knowledge about the services closed by the sales team must never be blurring. So, connect with your sales team consistently.

Discuss the goals with your client

Before you start working on a project, it is necessary to discuss it with the clients. Set up goals with your client in the loop; let them know what you will be doing, how you will be working and what is most probably expected as the results. Set achievable goals and be smart. Communicate the aim with specific objectives, quantify where you can, do not promise for what is not attainable or is doubted to be attainable and be honest. Remember to disclose any uncertainty matters to your clients.

Keep them informed

Do not abandon them as you embark on the project journey. Remember, it is THEIR project and they should be involved in it for successful results. It is their right to know every step that is being taken in their work with respect to time, finance and people. Keeping them involved gives them a sense of security and even if you are not able to attain as expected, they will trust you. Update them with your hard work regularly and ensure that all special offers are communicated in time.

Do not make you communication robotic

Make them feel as a part of your team, communicate with them as a peer. Get rid of those email templates and call scripts – no one gets personal with a call centre call. They need to know that you consider them as a component of your squad. You need not be formal if your work is strong. Inform your clients of all the positives and negatives of the current scenario in the project. Also, do not get over-informal. Be professional.

The above are some minor tips that you can follow to easily win over your clients and motivate them to give those positive glitches as well as retain them effectively. Follow them and share your experience with us on info@bmconsulting.in or visit us at www.bmconsulting.in for more information.

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RE-ENGAGING YOUR DORMANT CUSTOMER BASE

In the current marketing scenario, customer retention and re-engagement are in the spotlight. Apart from other essential activities, it is no doubt that customer re-engagement should occupy a significant position. Lead generation and lead nurturing occupy the topmost places in the marketing funnel in terms of position, time and cost. Following this theory, customer acquisition has always been one of the difficult stages in the whole marketing process. You have to win over the customer’s confidence and educate him/her applicably about your company and products/services.

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Getting in touch with your former customer base relieves you off all these stresses by facilitating the lead generation and nurturing process. In addition, your old clients know you and have interacted with you. They are well aware of your company’s strategies and services. Looking back to prior customer lists proves to be effective both in terms of time and cost. You need not start from scratch when considering your older clients. Let us look a few steps that you may take to reactivate your former clients to touch your base again.

Phone calls and emails are the most obvious methods that are used for professional communication today. If your customer had a personal communication method with you, you may directly give him a call and discuss on other matters before you gradually raise the topic of your business alliance. Try to tackle him informally into a comfort zone and then discuss business issues, this will allow him to open up to you about the exact reason of why he dropped out initially. On the other hand, if your relation was not personal, try contacting an old client together with another high level management in conference. Have a professional starting and try to get the reason of him exiting from the business. Remember, that your first contact for re-engagement should not be in order to persuade him to come back but rather to first get a clear picture of the precise reason of him/her leaving.

Getting in touch with a simple email is far too rough to get any response from a client who has stopped working with you. You are not of much importance to the customer at this point in time therefore it is advisable to make your emails a bit different. You may send a personal mail to send the customer a greeting or a wish, probably on a birthday, anniversary or the likes. Getting in touch through personal aspects are likely to get more attention than just a regular day. Another way of getting in touch through emails is to send a short and precise survey form. This will enable the customer to pour out his reasons on a single platform and you can get to know them easily. Do not make the forms large and difficult to handle.

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Once you gather the explanations as to why your customers were obliged to step out of the business with you, put up your strategy to combat these reasons. For example, if a client is having financial problems, you may offer flexible payment facilities or a small discount or an extra added service/product for a free trial. If they had to leave because of a low customer satisfaction, show them your revised policies and introduce them to your new team. You may also share some other testimonials with them which you have attained during their absence. This might re-inforce their trust in you. When you are in contact with them again and they reveal to you a severe mistake, it is worthwhile to offer a discount to cover up for the same. It may be painful in the beginning, but this approach gives huge results.

When you are planning to reach out to your former clients, prioritize your list. Put the important clients on the top of the list – those who can give you substantial business. Apart from this, it is very important to be in a continuous research mode for your company. There is always space for improvement and it should not be ignored in business. Having a system which monitors customer engagement (both current and past) helps a lot in maintaining and improving business and business relationships.

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THE IMPORTANCE AND PROCESS OF CLIENT ONBOARDING

Client on-boarding is essentially defined as ‘establishing the account relationship, having a legal framework and getting the CRM correctly populated between yourself and the client’. In the practical corporate world, it is much more than just that. For marketing agencies, it is rather an ongoing process for the initial months with the client. And being a fundamental part of the relationship, marketing agencies that shun away from firm execution of client on-boarding either lose their clients fast or end up with clients who are just carrying on to get their projects done.

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As very well said by the author and marketing consultant John Janstch – “If you hold a customer’s hand for 90 days, they’ll be loyal for life”, if clients are satisfied in the initial stages, they will never abscond your services. Simply pulling them towards your services does not suffice, especially in the marketing industry. This is because actual results take time to show up and you need to continuously convince clients that you are truly working towards the very best for them.

After the client acquisition process, you need to assure the client that they have made the right choice by picking on you. Set the client into your business and establish a good and promising relationship. One must executively integrate clients into the business rather than just having them on the clientele list.

The following steps can be used for assuring a successful client on-boarding process:

  1. Collect all client information and requirements to every detail. It would be a good idea to update all this information onto your CRM and share the updation with the client.
  2. Send a welcome note to the client on acquisition – this could be in the form of a letter or an email. You may also send a welcome kit to the client. Welcome kits would generally (but not necessary or limited to) the following items: a welcome video/link, several business cards, business brochure, testimonials/case studies and promotional items engraved with your logo.
  3. Arrange for a team meeting so that both teams are introduced to each other and the client is in well knowledge about who is working on his project.
  4. Regular reporting about the ongoing activities to the client is an important augment of all on-boarding activities. Make sure the client is in loop.
  5. Check-up calls at regular intervals (weekly calls are recommended) keep you both updated on any new activities/changes that are going on.

Keep the above points in mind to ensure an effective client on-boarding that will result in less of churn for your business. No-one wants to keep on cliffing too new clients because of losing older ones. Make your clients cling on to you by building a profitable business relation.

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