Archive for the 'client relationships' Category
Posted on January 13, 2010
Yesterday I had the privilege of kicking off a Future Leaders program for a professional association. It is such a joy seeing the enthusiasm and openness that the Future Leaders display as they position themselves to grow professionally and personally.
I found this message this morning:
“I’d like to add you to my professional network on LinkedIn. I truly enjoyed your class last night and have already used the ‘Help me understand’ and ‘How can I help?’ tactics. No surprise, they worked! Thanks.”
For those who weren’t with us yesterday, here are some communication tools to always keep in your back pocket.
“Tell me more“–for when you didn’t understand or quite get what someone said. It keeps them talking and gives you time to listen for more information. Say this instead of asking a slew of questions that show you didn’t understand what the person said. Save yourself the embarrassment.
“Help me understand“–similar purpose. It may prod the other person to give you more in-depth information or to explain the logic behind their ideas or decisions.
“How can I help?” People like to help other people–it is part of what makes us different from other creatures. It gives you a chance to do a small favor for someone, and, in all likelihood, they will return that favor.
Armed with just those tools, you will grow in your ability to keep a conversation going, to understand what others need or want, and to gather the data you need to help your client.
So, how can you help me? Forward this blog post to friends who could also benefit from having these tools. And be sure to let me know how I can help you.
Have a great day.
Posted on December 21, 2009
It is true that what once was old is now new again. The business buzz these days is about setting office hours.
You remember when you were in college. The professors had certain hours that they committed to being in their office and available for you to stop by. If you needed to talk to a professor, your best chance came during his office hours.
Now company execs are setting office hours for when they will be available for employees and office hours for when they are available for their customers.
The topic is hot enough that Harvard Business Review featured it in a guest blog by Bill Taylor, cofounder of Fast Company magazine.
Jason Fried, founder of Chicago productivity software firm 37 signals, is available for two hours on Tuesday and Thursday afternoons. He sits in his office and takes calls from customers.
One person asked him how he handled the crush of calls. Fried replied that he took the calls as they came in and didn’t rely on call waiting.
Seems simple enough.
How old is this “new” idea?
George Goethals was one of the chief engineers on the Panama Canal, which opened in 1914. Supposedly, each Sunday Goethals would meet with anyone involved with the construction of the canal. He would sometimes see upwards of 100 people in a day.
As a footnote, the Canal was finished more than a year ahead of its target date. Let’s hear it for open communication.
Posted on November 16, 2009
I was doing a lunch and learn for a firm recently on how to get referrals and repeat business. Just about everyone I know needs to spend time working on getting referrals and repeat business.
But not Arthur.
Arthur is one of the more experienced (i.e., older) professionals at this firm. He proudly told me he doesn’t need referrals because his client keeps him busy.
“My client just keeps calling me with more work,” Arthur said. “I don’t even have to ask for it.”
“Arthur,” I asked, “what are you going to do when your client gets run over by a bus at lunchtime? Do you know who would replace him?”
This stopped Arthur cold—made him think. He knows his client’s boss, but he doesn’t know others in the firm—the others that might step in after the lunchtime tragedy.
Don’t get cocky like Arthur. Spend time with your clients and the folks who work with them. Develop relationships that will keep your business alive after the rogue bus drivers of this world take out your clients.
Posted on September 14, 2009
I mentioned a few entries back that I was working on a project on why and how to get referrals. I’m thrilled to tell you that the project is a webinar for PSMJ on Sept. 23.
For more information and to sign up, go to http://tinyurl.com/ReferralWebinar.
One topic I’m covering in the webinar that my clients have found particularly helpful is “how to rate your clients.” Here is the idea.
When you think about your clients, current and past, you know which ones have been the best and which you would have loved to fire. (You can fire clients, by the way. I’ll cover how to do that in another entry.)
First, create criteria for three levels of clients: A, B, and C.
Let’s say A clients use you as their go-to guy for whatever problem you solve. They also pay within 30 days or maybe give you a down payment. Their projects do not result in rework.
B-level clients might be ones who provide repeat business, pay within 45 days, and treat you as the professionals you are.
C-level clients complain, are slow to pay, and argue over costs.
You set the criteria. Once you have the criteria, review your client list and label each one.
The goals are to have mostly A-level clients, to move Bs up to A, move Cs up to B, and to fire remaining Cs.
Posted on July 27, 2009
For quite a while, I’ve been preaching about staying in touch with your clients and keeping those relationships alive. This week Sam, a client of mine, really benefitted from doing that.
A few months ago, Sam acknowledged that he needed to create a system or process for keeping in touch with his clients. He made a list of the folks he’d done business with for the past 5 years and started calling them to check in.
One of his calls uncovered information about a project that will kick off within 6 months. A month later, Sam checked back in with Bob, the client, to see how things were going.
Bob updated him and promised to use Sam’s firm on the job. That was nice news.
But it gets better.
An hour later, Bob called Sam. As it turns out, Bob has a new project in town kicking off now. Bob called the architect on the job and told him to call Bob and have Bob do the work.
How cool is that?
Because Sam had taken care of the relationship with Bob, Sam got work. Just like that.
I love it when that happens.
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