Elevate Your Clients And Candidates To Fans!
ELEVATE YOUR CLIENTS AND CANDIDATES TO FANS
Imagine how great it would be to elevate the relationship you have with your candidates and clients from satisfied customers to fans.
Wow Your Customers
Most individuals in today’s market are relationship buyers. People like to buy, but don’t want to be sold. Many people feel that customer service is all but dead.
Most of your competition is selling too soon and not asking the best questions. However, to keep your clients and candidates, you need to solidity the working relationship by providing a wow level of customer service that accomplishes two things:
1. It far exceeds your customers’ expectations
2. It outshines your competitor’s level of customer service
When your clients and candidates become raving fans, unlike satisfied customers, they become part of your sales force. They tell friends, business associates and other prospective customers about you and the services you provide.
Everyone in your firm must go beyond just satisfying your clients and candidates. The goal is to create raving fans. It may seem like a small difference, but this mindset will make a big difference in building a service culture that can differentiate you from your competition.
You must perform at your best day in and day out. It means delivering exceptional customer service from your first contact throughout the entire working relationship.
There are only four reasons your clients or candidates leave:
1. They are unhappy with the services you provide
2. They are unhappy with your price
3. They are unhappy with the way you treated them
4. They die or are no longer buying what you sell
Our sales teams often focus on reason number two. “If we just cut our fees or margins below our competitors and let everyone know it, our customers would never leave.” Research in a wide variety of industries shows that reason number three is the most common “They are unhappy with the way you treated them!”
What binds your candidate and client relationships to you and your company is not price, it is the total experience including the following twelve areas:
1. First impression
2. Company and personal brand
3. Relationship
4. Service
5. Ability to solve problems
6. Understanding their needs
7. Differentiators
8. Caliber of top talent (for clients)
9. Quality of clients you represent (for candidates)
10. Consistently provide results
11. Price and guarantee
12. Follow up
Relationship buyers stop buying when you stop treating them as a top priority which includes consistent nurturing. You can never marry your client or candidate, you must always date.
When you rate the quality of customer service you provide your candidates and clients in the twelve areas you will discover the level of wow customer service. Implement ideas shared and remember to have fun and show your personality when creating raving fans.