Customer Relationships

Initially, relations with customers are built onindividual approach. Fight the temptation to "optimize" the process of communicating with customers, working on the basis of ready-made templates. Of course, at the first stage, interaction templates are needed, because you still do not know anything about your potential client. But during the initial communication you need to learn about it as much as possible and use this knowledge in practice, building relationships with customers based on their individual characteristics.

Of course, the relationship with the client will depend on the degree of its importance for the firm. At the stage of information gathering, it is very important to correctly assess the potential client: how much cooperation with him will be beneficial for the firm? And already on the basis of this,how individual will be the approach. Agree, it's foolish to "dance" around the client, and eventually get a profit, which will go to buy paper for the printer in the office, because nothing else is not enough.

Information about clients is the foundation for relations, but if you do not know how to use it correctly, you will not be able to build a building on this foundation. It is clear that The use of customer information should not go beyond ethics - both professional and universal. You need to clearly articulate the standards of communication with customers and stick to them, because this is your reputation. It's easy to spoil, but it's not easy to restore.

To build a productive relationship with customers, you need to learn how to put yourself in their place and understand their needs. In this case, you can not onlyto satisfy them in the best way, but also, possibly, to offer the client some accompanying goods and services. And you can do this successfully only if you know what the client needs; attempts to "vparit" the client something at random is unlikely to be successful and can cause rejection.

Customers like to feel important. The mistake of many sellers is that they say a lot themselves, not allowing the client and mouth to open. Listen to customers - people like it when theylisten. And not just listening, but hearing. Do not make communication with clients in exchange of monologues - listen to what they say to you, and use the information to your advantage. Show customers that you are interested in them, interact with them, be open to dialogue.

It is important to remember: after the conclusion of a specific transaction, your relationships with customers do not end, because we have already said that regular customers often bring more profit than "one-off". Therefore it is important to keep in touch with customers. One way to do this is to congratulate clients on the holidays. But here again it is important not to forget about the individual approach.

New Year's card sent to all yourcustomers by e-mail "in one fell swoop", is unlikely to be appreciated: when the client sees that simultaneously with him the same card received a few dozen more people, he realizes that there is no smell of individual congratulation. therefore during the "mass" holidays it is better to send individual congratulations. Let them be composed according to one template, but each should contain an individual appeal by name and patronymic.

Also not bad congratulate clients on their personal and professional holidays. It can be, for example, the birthday of the client or his company. Some congratulate clients on the date of the first deal, thus marking the anniversary of the beginning of cooperation.

But in this case Do not need to be too intrusive in your desire to maintain relationships with customers - everything is good in moderation. If you overdo it, customers can get the impression that you are pursuing them, which is rather repulsive than setting you up for further productive cooperation.

Building relationships with customers, it is important to remember one thing: they are not a gray, faceless mass that serves as a source of profit for you. If you You will understand the uniqueness of the client and will communicate with him accordingly, it will bring you much more benefits, which even in business is not always measured in monetary terms.