Building Long Lasting Relationships with Clients
How much business do you do with people that make you feel like a number in a long line of customers? For me, it is easy to decide who receives my business. I work with people who take the time to serve me well, get to know me and who generally care about my well-being. Being a positive believer in building strong working relationships, I pay close attention to how I am treated when I purchase products and services from different people and companies.
Get personal
I have come to realize that I am drawn to those who take care of the little things when working with me. My barber for the last few years started off on the right foot by asking me general "get-to-know-me" questions on my very first cut. Over three years, 40 or so haircuts and $500 later he still asks me those basic questions. He now knows all about me, my family, my job and so on. After each haircut he makes sure to tell my wife hello, even though he has never met her. He has my business as long as I live here.
My car dealer is also going to be a long-term relationship for me. When I was looking for a new car last year, I looked at all the dealers in the area. The first four I went to were so worried about the sales, they rushed me through the cars I asked about and jumped me into the "negotiation seat" in the dealership. All four times, I just got up and left with a feeling of being a number. Then I was referred to an out-of-town dealer who took the time to meet my wife and ask all the right questions. They never once mentioned the car until they were satisfied that they had a good understanding of who we were. Guess where my next car will be purchased.
Don't wait
Both of those examples show how asking general questions about your client will begin the development of a strong relationship. Another great way to develop strong relationships is by the way you respond to needs from clients. My insurance agent is one of the best people I have ever seen at this piece. When I call him with a question or a request, he will make sure to take care of it immediately. If he can’t do it right away, he will give me a time frame or will get someone who can help me right away. This personal attention to serving me as soon as he can makes his service stand out.
I am always taking ideas from those who serve me well. Some of the best "little things" I have taken are some of easiest to do. Ask get-to-know-me questions, don’t rush the sale before you know the person’s needs, and if there is a problem or question, answer it right away. Referrals, repeat business and additional services is what you can expect if you work with your clients the way your favorite businesses treat you. Keep an eye out for those who serve you well. You can learn a lot from these people.