Managing Customer Expectations

As we engage a client and get busy on working with them, many-a-times we lose sight of the real reason the client hired us or bought our product. Everyone is guilty of this at some point in their career.

Here is a quick tip to help you keep your customers needs (expectations) always in front of you. When you are successful in converting your prospect into a client, then start by writing a quick thank you note in which you not only thank them for their business but also outline their expectations.

This small action can be the difference between a one-time client or a long-term client relationship. Regardless whether you are selling a product or a service, writing this letter allows you to register the customer’s expectation from dealing with you. This also instills confidence in your customer and shows that you have understood their needs.

However, the most important benefit of this action is that should there be a difference in what you heard and what the customer wanted (expectation) then you have managed to capture this at a very early stage in the relationship and averted ill-feelings and dissatisfaction down the road.

Till next time

Sal

After Sales Service

Many of the clients that I come across fail to service their clients after they have made the sale. As a result they lose touch with their clients or even worse only approach them when they need to make another sale.

The number one way to increase revenue is NOT through new markets or clients, it is by cross selling to your existing clients. Therefore, it is imperative to keep in touch with your clients. It does not matter if you have additional products to sell to the client or not. At the very least by keeping in touch with your clients you will gain their trust and confidence and they may become your best sales tool, i.e. your “revenue catalyst”!

So how do you keep in touch with your clients without adding a lot more work on you and at the same time not smothering your clients. First, relax. You have already made the sale. So back off a little. Start by sending out a thank you card. If you get a chance, note their birthdays and send flowers or cards. Call them once in a while, just to say hello. -And where possible help them with their business needs and wants.

Simple steps like the ones mentioned above can make a huge difference in the eyes of your customer.

A little work now, will go a long way in the future.

Good Luck.

Till next time!

Sal
www.salmankkhan.com