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I’m in the public relations department, and as of the latest count, Other PR companies 48,000 companies In the US. Most of these are in competition with my agency in his five core cities where I operate. But my city consistently ranks among the best of them – Nashville, for example.
Is it because I know more about my industry than my competitors? Is it because I can get more placements for my clients? Is it because my team is more talented, or is it because I have more connections? Is it because it’s broader? I’d like to think I’m ahead of the pack, based solely on the quality of my services and the effectiveness of my methodology, but I’d like to think I’m ahead of the curve based solely on the quality of my services and the effectiveness of my methodology, and I’m not sure if I’m going to get a good reputation and generate referrals from clients. sex is much higher. That’s because of his two words: “Individualized attention.”
More specifically, my team and I go above and beyond to create a great customer experience at our company. Because over the years of running my own business, I’ve learned that the most important thing is the impression the client makes. That informs all other companies. Aspects of your customer relationship drive all other customers’ decisions and determine whether they stay with you or not (even more important than short-term results).
Even in the digital age we all live in, with so many automated tasks and productivity tools flooding the workplace, professional personalization is a surefire way to increase customer retention and satisfaction. Here are his five habits that I practice regularly to make the most positive impression possible on my clients.
1. Obtain a copy of your client’s organizational chart.
Understanding the structure of your client’s business will tell you who does what, who reports to whom, and by extension, who to go to and why. Not only is this a huge time saver, like not having to unnecessarily fill people’s inboxes with work that doesn’t concern them, but your clients will appreciate that you did your homework on staffing. will also appreciate it.
It’s much more impressive to send a note that says, “Would you like to take a look at this with your team before sending it to Jeremy?” Note that I’m using my actual name here: “I believe Bettina has final approval here” instead of “Are you the right person to contact me about this?” . Learning the first names of everyone you work with will help you rank first faster than you think.
Related: 4 ways to make the best first impression on your customers
2. Use proper grammar and punctuation
Make sure all communications to your clients, and more importantly, all communications you prepare on their behalf, are well written. Yes, additional work is required to eliminate the error. Still, how much a single typo can damage an entire project (have you ever seen the word “public” instead of “public”?), too much flawed grammar can lead to poor quality It’s definitely worth the effort considering how much it reflects on your deliverables, educational level, and attracting your intended users. audience.
It may be true that language standards are declining in America, but that doesn’t mean no one is noticing poor copy quality. Some people still notice and care. If your client is one of them, clarify the difference between “compliment” and “compliment” by not allowing both “San Antonio Riverwalk” and “San Antonio River Walk” in the same publication. Earn bonus points for understanding. Use a grammar checker. Always check your spelling. Reread everything you’ve written. Also, if you don’t have an in-house language expert on staff to act as a proofreader, hire an affordable proofreader. freelancer Those who can respond quickly.
3. Choose video over audio
Whenever possible, schedule video calls or video conferences rather than phone calls or conference calls. Face-to-face meetings are rapidly becoming obsolete. Still, face-to-face interactions, eye contact, facial expressions, and every nod or raised eyebrow show your client that you understand what they’re saying and are paying close attention to the conversation. There will never be a replacement.
During the pandemic, building one-on-one relationships via Zoom or Teams has become the new norm, and most people are perfectly fine leaving it that way. It’s more convenient, time-efficient, and environmentally friendly to interact on a screen rather than at a conference table. Still, you can’t afford to lose the “one-on-one interaction” part of your business relationship. Remember the old Bell advertising slogan? Well, video is the modern equivalent of “the next best thing to being there,” so you don’t just talk to your clients, you “see” them. ” Utilize your camera as often as possible.
4. Mark your calendar!
Enter birthdays, business anniversaries, and due dates. Record your client’s attendance at major meetings and conferences. Such days send person-to-person text messages or emails. The more specific you can be, the better, such as, “Good job presenting your coffee products in Jersey, and I hope the traffic on the Parkway wasn’t so bad!” Or, “Congratulations on your baby, Elliot. That was my grandfather’s name. I hope it helps your newborn son as much as it did for him.”
This is a pillar of my own approach, incorporating the personal into the professional. Our company, your clients will appreciate your role more because you have actively strived to become part of their life, not just an appendix to their business. In other words, when you add a personal touch to your communications and conversations, your clients can’t help but think of you on a more human level, rather than just a professional contact who can easily disconnect.
Related: 6 Strategies for Making a Good First Impression During Business Meetings
5. Maintain personal and professional boundaries and use both – often
On a related note, as much as I say to weave personal connections into your daily interactions with clients, you never want to overdo it. You can use humor, but not off-color humor. You can show weakness, but you don’t want to appear weak or indecisive. You can ask questions and admit you don’t know, but be strategic (rather than lazy) and try to solve the problem yourself before taking the client on a visit. And be yourself. Be absolutely, always be your authentic self. However, don’t be so revealing that you cross the line into excessive intimacy or inappropriate disclosure.
You can add a personal face to your business name by adding a personal touch to your interactions with clients while maintaining proper etiquette. And precisely because the name strikes a good balance between the personal and the professional, it leaves more of a mark on customers.
To make a meaningful impression on your clients, it’s important to consciously present your best face every day in every way possible. Don’t show the messy office behind you on Zoom. However, if necessary, about tonsillitis in a child, let him vomit for 10 minutes. Don’t badmouth other customers or blame them when things don’t go well. But get to know them well enough that you’ll want to grab a drink the next time you’re in town.
Take every opportunity you can to demonstrate and remind your clients often. For you, “business as usual” means being prepared (as in studying org charts), producing (proven) quality deliverables, and scheduling face-to-face meetings. Masu. Face your encounters, observe special occasions in their lives, and share your true self. That person happens to be a multifaceted, flawed and wonderful human being, a consummate professional, and a true professional at what he does.