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Do you want to get more business? Build rapport. Communicate and Educate your clients.

by racso316
18 replies
People want to be led. Your prospects/ clients don't want to guess what you're selling. Make it easy for people to do business with you. Be their trusted advisor. How do you do that?

Communicate with your prospects/ clients. Always. Even if you contact them and they don't buy from you that time. Follow up. A lot of things, issues and circumstances people go through every day, that they might miss a great opportunity such as the one you're presenting.

Don't get discouraged. Follow up. And follow up some more. Contact past clients, present clients, prospects. Educate them. Give out free advise. Have their needs and desires met before yours. Give, consult, share, help, and you will be noticed. It will come back to you.

Obviously don't give away the farm, but small good-will actions, advise and unrquired help will go a long way into bonding with your clients. You have to care about them. You have to want them to be successful. Express your concern about their situation.

Be in their mind constantly so that when they need your services, you'll be their first choice. Develop positive relationships. Don't be a monthly invoice or check. Be a friend. A trusted advisor.

Send thank-you cards for choosing you as their consultant, gifts for referring you to their friends and colleagues, call them up with good news on your service/delivery, alert them on what's going on in the market, give away discounts, books, reports, movie tickets, meals, send them free monthly newsletter, customer awareness guides, etc

The more communication you have with your client, the more trust is established.

When was the last time you did this? It's in your power to strenghten your relationship with prospects/clients. It will take a little time and money, but you will be very happy when you are helping people and getting paid in the process, as well as build a reputation.
#build #business #clients #communicate #educate #rapport
  • Profile picture of the author Jason Kanigan
    Rapport is good.

    Communication is good.

    Finding out about what's really going on in your prospect's world is good.


    But educating them too much and too soon is bad.

    They will take what you gave them and disappear...off to find what you offer at the lowest price.

    Sell first, educate later.


    I don't really follow up. Those initials, "F-U", tell you what it's all about. If they don't have an urgent need for what I have to offer, why should I chase them? Easier for you and I to go find other people who DO need what you have right now.

    If I don't get urgent need/want on the table within three minutes, I Go For The No and move on. Because it's not there.

    We can come back in 6 months to see if their situation has changed.


    I would rather spend my time with people who want what I have to offer, rather than trying to make people who don't need it now change their minds. There are an awful lot of prospects in the world...
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    • Profile picture of the author MaxwellB
      Originally Posted by kaniganj View Post

      Rapport is good.

      Communication is good.

      Finding out about what's really going on in your prospect's world is good.


      But educating them too much and too soon is bad.

      They will take what you gave them and disappear...off to find what you offer at the lowest price.

      Sell first, educate later.


      I don't really follow up. Those initials, "F-U", tell you what it's all about. If they don't have an urgent need for what I have to offer, why should I chase them? Easier for you and I to go find other people who DO need what you have right now.

      If I don't get urgent need/want on the table within three minutes, I Go For The No and move on. Because it's not there.

      We can come back in 6 months to see if their situation has changed.


      I would rather spend my time with people who want what I have to offer, rather than trying to make people who don't need it now change their minds. There are an awful lot of prospects in the world...

      Great point, however I do believe that people need to be asked for the sale/to move forward.

      Once you have a nice talk, and give a proposal if you havn't solidified that your going to work together you should call back to ask for the sale. If they give you the run around "well I'm interested but we're still deciding" Then I get serious "Look that's fine, I am not going to call you again or email, if you decide on us or have any other questions let me know and I will be glad to answer them"

      A very small amount of people are actually going to say "okay let's do it" without at least being asked somewhat if they want to move forward.
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      • Profile picture of the author Jason Kanigan
        Originally Posted by MaxwellB View Post

        Great point, however I do believe that people need to be asked for the sale/to move forward.

        Once you have a nice talk, and give a proposal if you havn't solidified that your going to work together you should call back to ask for the sale. If they give you the run around "well I'm interested but we're still deciding" Then I get serious "Look that's fine, I am not going to call you again or email, if you decide on us or have any other questions let me know and I will be glad to answer them"

        A very small amount of people are actually going to say "okay let's do it" without at least being asked somewhat if they want to move forward.
        OK, but who said anything about not asking for a decision?

        I definitely as them for a decision. In fact, I teach people not to reveal their technical expertise until after the prospect agrees to give a definitive Yes or No.
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    • Profile picture of the author racso316
      Originally Posted by kaniganj View Post



      I don't really follow up. Those initials, "F-U", tell you what it's all about. If they don't have an urgent need for what I have to offer, why should I chase them? Easier for you and I to go find other people who DO need what you have right now.
      I appreciate your comment. And I agree to a certain extent. If you get an F-U right at your face, don't waste your time and move on.

      But this goes deeper than that. It's also about handling current relationships with you current clients.

      We might come from different schools of customer service and sales process. I do, however, understand where you're coming from and see what you're saying.

      I don't mean to educate and give away the whole process of your service for free, but educate nonetheless. Give the "what" and a taste of the "how". If you put their needs before you and give before taking, you build a reputation and people trust you. There are horrible people in the world that will steal your ideas, but there are also people that will respect you and appreciate you for it as well.

      Don't spend all your time following up, if you think you're not get the sale. But follow up with prospects. And always communicate with clients. There's always a balance. Porspecting, delivering, following, up, etc.
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      • Profile picture of the author Jason Kanigan
        Originally Posted by racso316 View Post

        I appreciate your comment. And I agree to a certain extent. If you get an F-U right at your face, don't waste your time and move on.

        But this goes deeper than that. It's also about handling current relationships with you current clients.

        We might come from different schools of customer service and sales process. I do, however, understand where you're coming from and see what you're saying.

        I don't mean to educate and give away the whole process of your service for free, but educate nonetheless. Give the "what" and a taste of the "how". If you put their needs before you and give before taking, you build a reputation and people trust you. There are horrible people in the world that will steal your ideas, but there are also people that will respect you and appreciate you for it as well.

        Don't spend all your time following up, if you think you're not get the sale. But follow up with prospects. And always communicate with clients. There's always a balance. Porspecting, delivering, following, up, etc.
        And how much time do you spend following up with prospects who don't buy?
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  • Profile picture of the author MaxwellB
    Nobody said anything about not asking for a decision haha. I was just making a point that you do have to follow up sometimes to ask for a decision. Not all people will be able to make a decision quickly.

    Were you saying once you talk to them and have a sales appointment if they aren't interested in moving forward right then you don't talk to them again?
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    • Profile picture of the author Jason Kanigan
      Originally Posted by MaxwellB View Post

      Nobody said anything about not asking for a decision haha. I was just making a point that you do have to follow up sometimes to ask for a decision. Not all people will be able to make a decision quickly.

      Were you saying once you talk to them and have a sales appointment if they aren't interested in moving forward right then you don't talk to them again?
      That's right, but I will have done things average salespeople would not have. The prospect would know exactly why they would want to move forward...what the cost of doing so would be if they chose not to...

      When you do your presentation/demonstration is very important. This could be at the end of a series of meetings. So it's not just a one call "OK take it or leave it based on this one conversation"--unless it turns out it IS that way, like in very straightforward transactional selling.
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      • Profile picture of the author MaxwellB
        Originally Posted by kaniganj View Post

        That's right, but I will have done things average salespeople would not have. The prospect would know exactly why they would want to move forward...what the cost of doing so would be if they chose not to...

        When you do your presentation/demonstration is very important. This could be at the end of a series of meetings. So it's not just a one call "OK take it or leave it based on this one conversation"--unless it turns out it IS that way, like in very straightforward transactional selling.
        I understand. Makes sense if the sales cycle is a little longer with meetings and talks before the actual presentation.

        My sales cycle is prospecting, appointment/presentation , proposal and follow up to ask for a decision if necessary. So my service is pretty straight forward to there is no need to have meetings where we don't talk about pretty much everything before the actual "presentation" or pitch, it just happens on the same call.
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      • Profile picture of the author racso316
        Originally Posted by kaniganj View Post


        When you do your presentation/demonstration is very important. This could be at the end of a series of meetings. So it's not just a one call "OK take it or leave it based on this one conversation".
        Thank you. That's what I meant by "follow up".
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  • Profile picture of the author racso316
    A minimum amount of time, but time is still spent.

    Ha, I just read you signature. I'm not going to argue or debate. We have oposite perspectives, it looks like. Whatever works, you know. Different things work for different people.

    My thoughts are in my first post. I stand behind them. Hope somebody takes away something from it. If 1 person gets it, then I'm happy.

    Cheers
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  • Profile picture of the author racso316
    I think my point got lost in my post. So I'll re-state it here in a more concise way.

    Communicate with your current client. Give advise. Consult. Unrequired help. Buld a relationship.

    Don't just land a client and send him an invoice every month. Be more than that. Be a trusted advisor. Go to their business and find out how they're doing. Send them thank-you notes. Keep in touch. Let him know how you're doing with your services. Send him a newsletter. Alert him of changes happening in his market. Educate them. Care about them. Be concerned about their situation. Show it to them.

    Give discounts, bonuses, letters, gifts, books, etc.

    Hell, LensCrafters sent me a "thank-you" note for getting new lenses the other day. Have I gotten a than-you note for any other business lately? Nope. Zero. No relationship. No rapport. Just money exchange and goodbye. Be more than that. Make your client feel appreciated. I felt it when I got the note from LensCrafters. Why can't we do that?

    The more communication you have with your client, the more trust is established.


    That was my point. A side note of that was to follow up with prospects, educate them and make sure they make the right decision, which in the end, it might not be you. But don't just throw them in the garbage. Unless they're unprofessional.

    Peace.
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  • Profile picture of the author racso316
    Triple post
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  • Profile picture of the author racso316
    Quadruple post
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  • Profile picture of the author Seantrepreneur
    We just closed a monster today. It took 4 months of following up with just about weekly. It was for a college so the proposal had to go though about 10 people before it got approved. Also, we had to present to the board of directors which was fun.

    Not following up with prospects is exactly how to lose a lot of business. This is true with just about all services professions. If you have a solid follow up strategy you are already ahead of the game.

    Great post!

    Sean
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    • Profile picture of the author racso316
      Originally Posted by Seantrepreneur View Post

      We just closed a monster today. It took 4 months of following up with just about weekly. It was for a college so the proposal had to go though about 10 people before it got approved. Also, we had to present to the board of directors which was fun.

      Not following up with prospects is exactly how to lose a lot of business. This is true with just about all services professions. If you have a solid follow up strategy you are already ahead of the game.

      Great post!

      Sean

      Hey Sean. Congrats on the deal. I agree, not following up could mean not getting deals/business. Gotta be top of mind of the client.
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  • Profile picture of the author ilovemedia
    I agree with Rasco’s point of view. You want to make your customers feel special, following up, sending thank you notes, and giving advice will put you on their good list. Being on that makes it more likely that they will recommend you to a friend. Much like Rasco’s post might encourage someone to check into LensCrafters. That aside, I’m glad there are such opposing opinions in here, I think it helps for us to widen our perspective on things.
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  • Profile picture of the author Matt Lee
    Communicate with your prospects/ clients . Always. Even if you contact them and they don't buy from you that time. Follow up. A lot of things, issues and circumstances people go through every day, that they might miss a great opportunity such as the one you're presenting.

    This is so true, and unfortunately a lesson I learned the hard way. Even if you are delivering results, clients love to have their hands held, and understandably so with the money they are paying. Do more than a monthly report & it will go a long way in your relationship with your client.
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