HOT TIP # 8 TOP BIZ GURU
- RON G HOLLAND
THE REAL SECRET OF KEEPING
CUSTOMERS HAPPY
The real secret is this: You
have to keep doing LOTS of things, not just one thing, to become extraordinary
and keep customers happy. Happy customers represent repeat business and
referrals! Here are a few things I do on a regular basis. You may need to create
your own formula!:
Think into the future.
I think into
the future on behalf of my clients. I always anticipate the next steps and moves
and problems they are likely to face. I brainstorm those steps with my
mastermind group and then I go back to my client and give him not only my best
shot and best advice but what amounts to the best advice and consolidated
thoughts of a number of advisers. (Some on my team and very clever guys, and all
of them cleverer than me!) Many times my clients praise me on always being ahead
of their game and knowing what moves to make next.
Value added
I do lots
here. I always have my clients in my mind and I am always looking out both
consciously and subconsciously for things that will make a difference. I clip
articles from newspapers, I buy books, I make personal introductions that I
think will help, I wine and dine and take clients for lunch, I phone them up and
tell them to tune on their TV if appropriate to their business, I send them
emails with useful websites to look at, I introduce them to banks and other
institutions if appropriate. I have made a complete business by adding values to
others!
Network
My network is
my clients network. I have a big network that I have developed over thirty years
so my clients benefit substantially. Many times I can introduce them to banks,
others who specialise in Small Firms Loan Guarantee Scheme (SFLGS)
or someone who does PR or marketing or builds websites that work and
don’t cost an arm and a leg. I have access to thousands of highly qualified
people who really can turn on the goods and deliver them when needed most. I
don’t wait to be asked, I offer this service to my clients and I keep them
happy. In return I get more business and more referrals.
Add Praise
The clever
boss of the company often gives praise to his employees and thus motivates them
into action, harmony and productivity. Many
times there is no one above the boss to give praise to him. That’s where I
come in! I lavish praise on my clients who are usually the heads of companies,
in some instances very big companies. By telling the boss he’s done a
brilliant job and to keep up the good work motivates him and I deliberately give
him the feel good factor. This is powerful stuff and the boss will see you as
his boss and motivator…even if only on a subconscious level….which you know
already, is the most important level anyway!
Give more than what they pay for
I set out to
deliver more than what I am paid for and this is a strategy that has paid for
itself time over. What it means is
that everyone who my clients comes across in the field that I operate in, (ie
raising money for business) pales into insignificance. When they see how much I
do and how little others do, they stick with me for many years.
Calling in with good news
I often phone
clients or even pop in on them unannounced when there is no real reason to do
so. I find clients love it when you tell them; ‘just touching bases’ ‘to
make sure everything is on track’ and ‘you know my number if you need me.’
It keeps them happy to know that someone has their interest at heart and it
keeps me in the forefront of their minds. I always try to add a gem or snippet
or two, but even if I haven’t got one, I still make the call.
I actually ask clients whether they
are happy or not
You may think
I am a glutton for punishment but I often ask clients whether they are happy or
not and if they is anything I can do to make my service better, faster or more
user friendly. Being a good salesman I have developed the art of listening and
if am told something I ‘hear’ it and act upon it.
See you next
week
HOT TIP # 9 How to overcome procrastination!
TOP BIZ GURU - RON
G HOLLAND
(in the meanwhile, registering at www.FindaPro.co.uk free of charge might help!