Closing a new client is one thing. But going beyond the sale to create a customer for life is where the true profit is.
Congratulations! Your salesperson just closed the deal and your company has brought on a new customer. Everyone at the company is excited to get the increased revenue that client will bring in. However, it is up to you how long that customer stays on board and keeps contributing to the revenue stream.
Everyone knows that it not only costs more, but it’s also more difficult to create a new customer rather than keep an existing one. So, with this in mind, it should always be your goal to go beyond the sale and work to keep your customers for life. How can you make that happen? It’s all about building the relationship so your customer is well-taken care of, which leads them to have faith in your business and the resolve to stick with you for the long haul.
We already know that you only get one shot at a first impression, so hopefully you nailed that. From there, these are a few ways you can go beyond the sale and build relationships with your clients so they stay with you and keep bringing in revenue.
It all starts here. How are you going to know what your client wants unless you listen to their needs? Don’t just start slinging products or services that you think they might be into. When your customer has something to say, pay attention. And ask plenty of questions. You might actually have the best goods out there, but if you don’t really understand the needs of your clients, you can never provide them with the highest level of service.
2. Be Proactive
Never wait for your customer to call you. When they do, chances are it’s because something is wrong. Take the opportunity to reach out to your client (frequently when they are new customers) and see how things are going. Make sure all the wrinkles are ironed out and explore aspects you can improve upon. This is not always the time to go for an up-sell either. Opportunities for that will present themselves down the line if you are doing a good job. The more proactive you are in your client relationships, the happier they will be with your service.
3. Exceed Expectations
Simply meeting expectations is not good enough to retain a customer for life. To go far beyond the sale, you must exceed expectations for your customers to really take notice. Not only should you deliver what was promised at the time of the sale, but always go above and beyond to ensure clients are thoroughly satisfied with what you provide. And when you deliver truly outstanding service, your customers will become advocates for your business.
4. Stick to your Mission and Values
Coming up with a mission, vision, and values when you start your business is great. It helps guide and develop your company culture as long as you adhere to those words each day. Live by those missions and values at every turn and your clients won’t be able to help but notice and be impressed. At AnswerMTI it is our goal to use our business answering service to help you provide an unparalleled customer experience for your clients.
Don’t let a good sale go to waste. Focus on developing customer relationships by proactively going above and beyond to take care of your clients. Not only do we strive to always go beyond the sale at AnswerMTI, but we are committed to helping you do the same.