Loyalty is a hard thing to manufacture. And sometimes it isn’t enough to create and promote outstanding service. Clients are finicky and one false step can cost you a customer or a harsh review. There are no guarantees, but you can certainly increase your chances for loyal customers by building strong relationships.
Ask Questions First
Before you rattle of your resume and spill all about your business acumen, truly focus on getting to know your customer. Psychologically, we like people who like us and your interest in who the client is and what they are looking for will help build this bond. Business is becoming more personal every day. Clients want to work with people they like and can relate to. As you learn about your client, you’ll discover that your commonalities create an organic and natural relationship.
Reveal Something About Yourself
After you learn about your prospect and it’s your chance to have the floor, talk about yourself in a comfortable and relaxed way, as you would speak to a friend. Without revealing something too personal or embarrassing, share an anecdote that shows your human side. According to a study the Journal of Consumer Research, if a salesperson shares something persona, even something as simple as a birthday or a birthplace with a client, the client is more likely to not only do business, but to feel good about their decision to do business.
Be Clear, Be Predictable
Take a good look at your branding, your print materials, your website, and the statements you make about yourself online. Do they match your “real life” service? If they don’t, it’s time to adjust either your brand persona or your service! Customers like predictability and when you match their expectations, their loyalty will be secure.
Speak Their Language
The average customer doesn’t understand industry jargon. Make the process simple for them by using language they’ll understand and explaining what they don’t. Be careful not to patronize, but to focus instead on helping them have the best experience.
Take A Break From Texting
Unless your customer has specifically stated they’d like to be reached by text or email, make the effort to call them on the phone and speak to them directly. Things get lost in translation with the written word, and a phone call ensures that your meaning is clear, your explanations are sure, and you and your client are on the same page.
Be A Client
Notice what you love and what you don’t. Make mental notes about what bothers you and what experiences leave you smiling and change your own habits.