Even after your team makes a sale, it has plenty of work to do. Maintaining a strong relationship with your clients can help your company gain leads and make additional sales in the future. If your clients enjoy working with you, they could recommend your company to others in their industry or come back for more services. For this reason, taking steps to strengthen the relationship between your company and clients is an important step.
However, knowing how to do that is the hard part.
You may wonder if you can teach your staff how to maintain and improve client relationships, and the simple answer is yes, you can. Here's how to create customer loyalty and teach your staff to do the same:
Prioritize Customer Service
Clients you have a strong relationship with are often repeat customers who know your brand well and are more likely to spend money. To get clients to continually come back to you for their needs, you must provide top-notch customer service. For starters, that means being available, whether by phone or email. If your clients can't get a hold of you, they may feel neglected.
"Finding solutions is part of good customer service."
Additionally, customer service means looking for the best solutions for your clients' problems, whether that means switching the services you provide or trying a new approach.
Every member of your team will have to provide customer service at some time, so training the staff to improve their skills is important. Fortunately, eLearning courseware from ej4 can provide you with video training. Look for off-the-shelf videos that center on customer service.
Be a Teacher
The more informed your clients are about your brand and services, the more able they are to talk your company up and return. In fact, building knowledge is part of the sales funnel that not only gets new clients, but also keeps old ones coming back.
Companies teach their customers about the industry and their products in many ways, from targeted and smart content marketing to newsletters and phone conversations. As a result of training, your staff should be able to teach clients about your company and its services.
Communicating with your existing clients doesn't have to mean calling them every month. Your attempts to reach out could be as simple as sending a newsletter, postcard or email. Remind them of new products and reach out to see if they're satisfied with your service.
When you do communicate, be personal. Your client wants to know they're talking to a caring human, not a formulaic computer.
Help your staff develop these customer service skills by adding them to your eLearning courseware. Your employees can watch off-the-shelf video content right from their desks. Eventually, they'll be better at building a loyal base of clients.