Monday, April 21, 2014

The Secrets of Great Client Relationships

Why does anybody swap suppliers? Sometimes it’s because there is a cheaper alternative but mostly it isn’t. Would you swap dentists because a cheaper one set up next door? This is very unlikely. In reality people keep the status quo and only move on for a reason and in most cases whether they stay or go is up to you.

Here are three of the most popular causes for client departures: 

-“Perceived indifference”: The client thinks you don’t care anymore even though you do. They feel neglected and can only look back with wistful fondness to the days when you were courting them and couldn’t do enough for them. They just want to be loved and cared for but sadly you’re just not hitting the spot any more.

-Poor quality: You simply aren’t delivering the quality they expect for the money they’re paying and because of point 1 above you don’t even know it. Regardless of the product or service you offer great quality is the best form of protection you can get.

-Knock-out deals: One of your competitors has a brain-wave and comes up with a new and innovative product that totally blows your client away. Sometimes this innovation can lower the price but keep the quality; sometimes the price is irrelevant.

If you would like to learn how to become better at improving or maintaining client relationships, please read: The Secrets of Great Client Relationships 

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