10 Ways to Keep Your Best Clients
We extend a special thank-you to Leslie Groene, President, Groene Consulting, for contributing this information. Leslie is a keynote speaker at the 2014 Print Leadership Summit.
“Treat others as you like to be treated.” This little piece of fundamental advice our mothers gave us can be a giant step to success, and it applies to the business world as well. Sales can pose a huge challenge to many printing and graphic arts companies whose best clients can easily take their business elsewhere. So what is a key way to make them stay?
One answer is exceptional customer service. Offering engaging, customized service that focuses on the customer allows you to stand out from your competitors, gain your clients’ trust, and ultimately increase your sales.
Your sales team is one of the “necessary pillars” of the print business, as Leslie Groene explains in her keynote session, “Does Your Business Have the Right Pillars in Place?” at the first ever Print Leadership Summit, June 2–3, 2014. The job of your sales team is to prospect and develop and maintain profitable relationships with clients. Help them not only reach your top clients, but hold on to them with these 10 best practices:
1. Do your daily and weekly homework and stay current on all aspects of your product or services.
Stay one step (or more) ahead and anticipate your client’s needs. Read about their business, their industry, and their products and services. A great way to gain a client’s trust is to understand the challenges they face and the environment they live in.
2. Go the extra mile in serving your client’s needs.
To maintain or build stronger relationships with your clients, listen to their needs and follow through on all action items. Keep consistent communication and address any concerns the moment they arise. Best practices include sending handwritten thank-you notes and personally delivering proposals to your customers.