How To Generate
By Providing Outstanding Customer Service!
This is one of the most
important subjects I will ever talk to you about. And, it is
what makes the difference of being just an average producer and
a top producer in our industry.
Why, you ask?
It's simple - if you don't
take excellent care of your existing clients, they will find
someone else who will. (Your Competition)
Why did you think
corporate earnings have slowed for many businesses? It’s because
they fail to place a high enough value on client retention.
Most companies focus all
of their time, energy, and money on one thing… Getting New
Customers In The Door!
But once they get a new
client, they spend almost no time, energy or money on keeping
that client happy.
A Huge Mistake!
Did you know it's five
times more expensive to market to a prospect (someone who
doesn't know you) than a client (someone who knows and trusts
Where do you think
long-term profits and earnings come from - constantly having to
find new customers OR maintaining your existing client base and
growing it through referrals and renewals?
I think the answer is
pretty obvious. Yet most businesses I've observed do the exact
opposite. They spend the majority of their time trying to
convince strangers to do business with them, and they completely
ignore their most valuable asset…
Dan Sullivan, a top
success coach, and founder of The Strategic Coach®, created a
set of four habits salespeople and entrepreneurs need to
practice in order to maintain their existing clients, and
generate automatic, unsolicited referrals.
Here Are Dan Sullivan's
Four Refer-ability Habits:
1. Show Up On Time
How often do service providers show up late, return calls late,
or keep their clients waiting? This creates a feeling of anger
and resentment and make your clients feel like you don't respect
or value their time.
Don't make this mistake -
return calls when promised, and show up to all appointments and
seminars on time.
2. Do What You Say
How many salespeople and service providers promise you the world
before they have your money, then fall far short of providing
the service they originally promised after they have your money?
This may get a company the
sale once, but no one will ever repeat purchase from them since
they didn't do what they originally promised.
3. Finish What You Start
Builders and contractors are notorious for not finishing what
they start. All of us have experienced entering into an
agreement with a service provider who does half the work, and
then stops for one reason or another and never completes the
Make sure you finish what
you start with all of your clients - that means sticking with
them all the way through negotiating for a better financial aid
package, and making sure they get what they deserved at the
different schools they applied to.
Don't make the mistake of
only focusing on signing up new clients without also completing
the service for your existing clients.
Remember, you want your
existing clients to renew with you next year.
4. Say Please And Thank You
When was the last time a service provider said "please" and
"thank you" and genuinely meant it? You must show appreciation
for your clients - they are the lifeblood of your business. Make
sure you treat them like gold!
Sullivan's Four Refer
ability Habits sound deceptively simple, don't they? The problem
is not 1 in 100 businesses actually practice these four simple
Here are two additional
habits that I feel are necessary for you to automatically
generate referrals and renewals:
5. Under-promise And Over-deliver
Most salespeople do the exact opposite of this - they promise
you the world, and automatically set their clients up for
Always promise your
clients less than what you think you can accomplish. This way,
when your results are better than expected, they think you walk
on water, and end up referring and renewing with you.
If, on the other hand, you
promise you will get your clients a consistent 25% return on
their investment, you are bound to disappoint them which means
they won't be referring or renewing with you and they will tell,
at least, 5 - 10 of their friends not to use your services.
Don't make this mistake -
instead under-promise and over-deliver.
6. Bond With Your Clients
Most businesses don't have any idea how to "bond" with their
clients. They feel business relationships should be treated
differently than personal relationships.
Are Dead Wrong!
People are people, and
they enjoy the emotions of love, respect, friendship, closeness,
honesty, integrity, recognition, etc., regardless of whether the
relationship is business or personal.
Don't try to fight this.
Instead, look at all of your clients as friends, and treat them
Send them written
correspondence once a month to keep in touch with them. I love
using a monthly newsletter for this!
Send them unexpected
gifts (like books, audiotapes, brownies) to let them know how
much you appreciate them.
Admit when you're wrong instead of
arguing and send apology letters or gifts.
Recognize them in
your newsletter and let them know they're special, and make
personal calls to your best clients to see how they're doing.
If you consistently
practice these six habits over the next 90 days, you will start to
see a dramatic change in your business. Business will start to
flow to you almost automatically without you having to push so
hard for it.
You will also begin to
enjoy your business and your clients more, and it will start to
feel more like fun instead of work.
Also, make sure you
constantly listen to your clients - what they like, what they
don't like, why they bought from you, why they renewed with you,
what other products and services you can provide for them, etc.
Your clients have all the
answers, if you listen to them.
your clients what they want, and then give them a little bit
Yours in success,
Jeremy and Lew Nason
"The 9 Out of 10 Guys"
Not sure we can help,
or if our services are right for you... Don't
Call us Toll Free to schedule a
No Obligation, Free 15 Minute Consultation with Lew or Jeremy.
We guarantee you'll be glad you did! 877-297-4608 (M-F, 9AM-5PM, EST)
Want to give us feedback on this article? then please visit this blog post
@ http://wp.me/p3LNor-1W to leave us your