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Episode 13 - Customer Communication & Professionalism
So in our previous episode we talked about networking as a way to secure clients. Now the phone is ringing non-stop. But how do you handle the calls? How do you talk to clients? In this episode we share some communication and workflow tips to make sure you are sending the right message about your brand when you communicate with your clients.
TJ: Alright, Let’s tee this up. You finally have your first inquiry. What do you do now?
5 Tips for Mastering Client Communication
1. Design a customer centric workflow for communication
-Same message to all clients
-Automate things like contracts and reminder emails
-Utilize surveys to get a good idea for who they are and what they like (favorite soda, beer vs wine, favorite snack
-CRM
2. Start building a relationship
- A little bit of creeping is ok (get to know who your client is, what their views are, what do they like)
- Be welcoming, knowledgeable, and confident
- Ask questions to assess their needs.
- Keep things professional.
- Keep politics out of it!
3. Nurture the relationship
- Keep your customer in the loop.
- Answer their emails/calls as soon as possible
- Deliver the images or products in a timely fashion
4. Underpromise, Over Deliver
-Set proper expectations up front
-Be the hero when you get done early
- Sneak Peeks, early delivery, bonus images/prints, etc.
5. The power of smiling
- Before you pick up the phone, smile
- Before you hit send on an email, smile
- When you see your clients, smile
Action Items
Recommended Reading:
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By Justin Gamble
5
55 ratings
So in our previous episode we talked about networking as a way to secure clients. Now the phone is ringing non-stop. But how do you handle the calls? How do you talk to clients? In this episode we share some communication and workflow tips to make sure you are sending the right message about your brand when you communicate with your clients.
TJ: Alright, Let’s tee this up. You finally have your first inquiry. What do you do now?
5 Tips for Mastering Client Communication
1. Design a customer centric workflow for communication
-Same message to all clients
-Automate things like contracts and reminder emails
-Utilize surveys to get a good idea for who they are and what they like (favorite soda, beer vs wine, favorite snack
-CRM
2. Start building a relationship
- A little bit of creeping is ok (get to know who your client is, what their views are, what do they like)
- Be welcoming, knowledgeable, and confident
- Ask questions to assess their needs.
- Keep things professional.
- Keep politics out of it!
3. Nurture the relationship
- Keep your customer in the loop.
- Answer their emails/calls as soon as possible
- Deliver the images or products in a timely fashion
4. Underpromise, Over Deliver
-Set proper expectations up front
-Be the hero when you get done early
- Sneak Peeks, early delivery, bonus images/prints, etc.
5. The power of smiling
- Before you pick up the phone, smile
- Before you hit send on an email, smile
- When you see your clients, smile
Action Items
Recommended Reading: