Relationships are everything: Tips for a better relationship with customers

Propose a Business Marriage.

For your customer, buying decision usually means a decision to enter into long term relationship with you and your company. It is very much like a “business marriage.” Before the customer decides to buy, he can take you or leave you.



Fulfill your promises.


What if you let the customer down? What if your product does not work as you promised? What if you don’t service it and support it as you promised? What if the product or service is completely inappropriate for his needs? These are real dilemmas that go through the mind of every customer.



Focus on the relationship.

Because of the complexity of most products and services today, especially high-tech products, the relationship is actually more important than the product. The customer doesn’t know the ingredients or components of your products. So in reality, the customer decision is based on the fact that he has come to trust and believe in what you say.



Build a solid trust bond.

In many cases, the quality of your relationships with the customer is the competitive advantage that enables you to edge out others who may have similar products and services.



Keep your customers for life.




The single biggest mistake that causes sales people to lose customers is taking those customers for granted. This is a form of “customer entropy.” It is when the sales person relaxes his effort and begins to ignore the customer. Almost 70% of the customers who walked away from their existing supplier later replied that they made the change primarily because of lack of attention from the company.



Action Exercises.




First focus on building a high quality relationship with each customer by treating your customer so well that he comes back; buys again, and refer you to his friends. Second, pay attention to your existing customers. Tell them you appreciate them. Look for ways to thank them and encourage them to come back and do business with you again.


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Culled from Brain Teracy Relationships are Everything.

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