Customer service

How to Make Your Company an Irreplaceable Partner in 3 Steps

Your company might think they’re building relationships with clients, but until they sink multiple hooks into an organization, the relationship is volatile. The deeper the connection with your customer, the longer it is likely to last. And, of course, losing existing relationships is costly, considering the second dollar you earn from a client is always more profitable than the first. In fact, the cost of acquiring new customers versus returning customers is six times higher. However, when you delight your clients, meet their needs and cultivate deep relationships, those clients will be happy to pay your prices. Why you need more connections If your sole contact leaves, who else in the company will understand your value? If the old contact wasn’t clearly explaining or documenting it, then your new contact might find it difficult to understand why your company and his should continue a relationship. And if only one person knows you and what you can do, other departments or leaders in the organization might hire someone else to do something you’re perfectly capable of. Additionally, spending time walking the halls of your client’s office could potentially lead to new work. Bumping into people and having conversations can easily lead to, “Can you help me out with this project?” For example, many agencies I work with regularly embed employees in their clients’ offices for a few days a week. That face time creates a depth of service and provides the chance to mine for new opportunities. It’s the ultimate in having multiple relationships. How to get in deeper If you find yourself with a single relationship within a company, the following tips can expand your influence and ensure you’re never left in the dust. 1. Get the [...]