Get to Know Your Client

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Permalink Reply by Howard Tucker on November 7, 2008 at 2:40pm

Hi Keith. I would suggest bringing the client something with your logo or company's logo--they will remember who gave it to them. I once ordered 31 of my Bank's shirts at an end of season sale, and clients still wear them when they see me. I pick up extra trinkets (rulers, hand squeezers, ice scrapers) at the end of some of our Bank training sessions or ask HR people if they have any extra "souvenirs". Personally, I have my name, e-mail and phone number on calculators, and especially pens that I give out when I do taxes.

Those trinkets go a long, long way. (Unfortunately, I don't think I ever brought you anything, did I Keith???) Take care, Keith. I've also presented a lot of copies of NEA as first-time gifts.

I also think it helps to be a bit flexible with clients. I am an auditor and if I can update something while I'm on the exam (like an insurance renewal), I would do so rather than "write someone up" just to gain points. It is immaterial and the goodwill pays off in the end.

I also would see if I can connect with some business opportunity for a spouse of a client....so often that's done wonders for me, whether it's an insurance reference or a supplier I know. Make sure and ask about the business of a spouse.

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Permalink Reply by Xavier Fuller on November 9, 2008 at 7:01pm

Russ,

Good question. At college, it is not necessarily about building client relationships, but building relationships with your professors, deans, and administration. Some people, or many students, are sometimes frightened to ask a professor or the dean to coffee, or perhaps lunch. It is a way to utilize the time to talk to them outside the classroom, and get to know them personally. How do I build a stronger relationship?

Do my homework. Google is a fascinating tool. Let the professor, dean, or whoever talk about a topic they are interested. You learn a lot about them, you build a relationship stronger.

Again this may be different for a client, but you need to understand a client before pitching to them. It is about asking the right questions.

If it is someone buying a house? Well what exactly would be your ideal home? They will talk about something that they want they envision. You are not necessarily selling the home itself but the idea of a home.

Listen to them speak (literally). People give a lot of themselves through their language.

Xavier

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Permalink Reply by Jorge Colón on November 17, 2008 at 8:34am

Xavier,

I agree, I do my best to listen, as one person taught me, with every fiber of my being. It is so effective that even when I know someone is consciously doing it to me, it is hard to resist! ;-)

If you look at most of the answers here, it all distills down to being present (physically, on the phone, or emails, etc.), listening and doing more than paid for.

Thanks to everyone for this discussion.
Jorge

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Permalink Reply by Tom Arceneaux on November 10, 2008 at 3:42pm

Listen, listen, listen. Then care, care, care. I like to make unbilled client site visits just to let them know I care about them, as opposed to their account or billings. I listen for birthdays and anniversaries so that I can mark them down and remember them. I read the newspaper and look at other news outlets that let me know what is going on in their lives. When I am attending a social function, I go over the people I am likely to see so that I can make a connection. In short, I treat them like friends, not "customers."

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Permalink Reply by Kent Speakman on November 10, 2008 at 4:15pm

I make an effort to do the unexpected.

I have a client that has been growing at a fast rate. They have been developing a handful of new TV programs that have been launching over the last 2 years. I make an effort to invite at least one GOOD person to drinks and dinner every time I meet the VP of the company. I am known as the cheapest HR person he has ever known as he keeps hiring the people I bring to meet him.... Its a double positive as someone gets a job they want, and he continues to grow the team.

Nothing helps the relationship better than giving the person (Client/Friend) someone who can constantly help them achieve their objectives.

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Permalink Reply by Maxine Zdebiak Karchie on November 11, 2008 at 7:54am

Hey Kent,
That is a very good idea! A hiring agency is very costly and is such an impersonal way to do things, although a real time saver. You are you clients concierge to the HR world. Bravo!

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Permalink Reply by Tom Fox on November 11, 2008 at 6:20pm

Kent, great thoughts. We need to do more unexpected things and what you do is awesome. Wish I had a friend like you :)

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Permalink Reply by Jeremy House on November 11, 2008 at 10:24pm

Great discussion! In Mortgage Banknig we have 2 sets of "clients" Referral Partners and acutal borrowers. In reference to strengthening our relationships with our referral partners, we hold meetings, often over lunch or breakfast and listen and learn about what their goals for their business are. We partner so that we can help them create new business and enhance the quality of the services they provide.

It is one thing to get referrals, it is something quite different to actually help create them.

With respect to our borrowers, one way we strengthen the relationship is happens after we close a loan. We throw a housewarming party for our clients and invite all of their family and friends so they may show off their new home! It is a great way to deepen the relationship and get on a more personal level so that they are not just clients but friends!

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Permalink Reply by Rick Kloete on November 17, 2008 at 6:54am

I invite them to events that are of interest to them that I think they may not have taken the time to RSVP to and I offer to pick them up and drive them there. It just one way that I can show them that I'm thinking about them, because I really am.

Rick Kloete
Sr. Consultant
The Human Capital Group, Inc.

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Permalink Reply by Bill on February 20, 2009 at 8:15am

As a banker in a business climate that has been harsh to us, I make it a point to do business the "old-fashioned" way by actually getting to know my clients and proving that I am looking out for their best interests. This includes many different angles. My favorite as of late has been to call just to see how their day is going and if they have any questions for me. I address any questions I can to the best of my ability whether it be about their accounts, the economy, or any foreclosures we may have. If they don't have any questions or concerns, I simply thank them for their business and reaffirm that my staff and I are here for them if they ever need anything.

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Permalink Reply by Jessica Bigger on February 20, 2009 at 5:30pm

Bill - What a great idea. It applies to real estate too. I try to keep in touch with my past clients and current clients as often as I can and sometimes I feel I get stuck and don't know what to talk about when I call. So it's a great reminder that sometimes it's just about asking them about how their day is going or what their plans on for the weekend, etc. Great reminder Bill! Thanks.

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