Just for a moment forget about the big strategies, the fancy marketing campaign and the impressive training & development programs you have planned for 2015. How are you doing at the small things?
Here is a checklist you might like to use so you don’t forget the small things. That aren’t in any specific order of importance. See how you go.
- Return all phone calls promptly. Try the same business day. If not the very next morning.
- Reply to all emails (depending upon the urgency) within 24 hours. If its really important reply as soon as you can – say 2 to 3 hours.
- Phone your client for no specific reason and arrange to have a coffee with no agenda and don’t charge for the time. This shows you are interested in the client and want to invest in the relationship.
- Do you know your clients hobbies and interests? If not find out and make a note.
- With the above in mind, from time to time send you client a small gift (something to do with their interest/hobby) for no reason. It just shows that you’re thinking of them. Sounds corny but it works if done in a genuine way.
- Ask your client the question, “What is the smallest change that I could make that would have the biggest impact on your business?” You might just be surprised at what they say. By the way … before you ask the question tell them that they are not allowed to say lower fees!
- Here is a big one. If you say you’re going to do something by a certain day/time then do it. If you can’t than make sure you tell the client ahead of the time the reason why.
- If you don’t know the answer to something then tell the client that you don’t know but you know how to find out. Clients want honesty not half-baked responses.
Well there you go – hope the above helps.
See you next post,