upselling clients 

The 'What I do well' list and how to use it.

Dumb Customers?

You know, the ones who ask you dumb questions

Recently I mentioned that people don't know ALL the things you do in your line of work. So they think they have to get 'specialists' in.

It seems this is a bigger problem than I first suggested. Here's what I've been hearing:

"Paul, most people these days are really dumb.

I had an existing client asked me today if we install water heaters [this is a plumber talking], funny hey.

Your report was quite fitting."

- - - - - - - - - - - - -

"Last year, Paul, we were called out to replace a garden tap.

When we had finished, the client asked us if we also fix inside taps.

He was dead set serious. Some people . . ."

How to get more customers.

Guess what,

you're not in the business of getting more customers.

"What do you mean Paul, of course I need more customers!
How am I going to pay my bills and beat my competition without more customers?"

I hear you. Please bare with me as I draw on two illustrations to make this clear.

You may remember the 'Debt Recovery Tool Kit' (yes, you can click on the link or the image to go there) I released a few months ago with the video of the solicitor Brett Crowley who chases overdue accounts for you - for FREE.
Many of you have hit the reply button to my email, asking for Brett's phone number.

I'm thrilled to report that EVERYBODY who has used Brett's service has got paid the $thousands that was owed to them.

Why did I go to all the trouble to publish the info about Brett?

Was it to make money out of you? NO.
I've been told by other bloggers I should have made it a $58 product and sold it!

Effective communication skills

Here are 4 guaranteed ways to drive away, a new commercial client.

"Why would I want to wreck a perfectly good commercial client?" I hear you say.
"They bring in the regular work for me. I'd never do anything to upset them."

I'd hate to think you'd 'put your head in the sand' and ignore some wise advice.

 I recently interviewed a facilities manager at one of Sydney's largest retirement villages.

He said there were the four problems he has, with tradies and small business service providers:

How to keep clients - the wrong way!

You would think that Clark Rubber would avoid these simple mistakes below when trying to keep customers.

According to a Harvard Business School study, increasing customer retention rates by 5% increases profits by 25% to 95%.

People who buy from you once are more likely to buy from you again. So if you keep them as customers, you’re keeping the sale, and increasing the chance of selling additional products and services in the future.

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I'm always watching the way firms treat their customers and what they do to KEEP them. 

Last week I visited a Clark Rubber store for the first time. (For those of you outside Australia here's the link. They are a national brand)

I think I have thick skin, but I was shocked by the way I was treated.

I couldn't understand why Clark Rubber didn't understand the basic principles of how to keep clients.

Let me tell you what happened.

" Customer service is a process of systems and personal interaction that makes the customer feel that their needs have been met."

If it was just a customer service definition you were after, then this definition has probably left you feeling a bit dry.

Why?

Because that's what 'definitions' are. They are clinical statements; the bare bones of the matter.

Customer service definition must now be re-written and the concept re-invented.

Why?

Because many folk have never experienced good customer service.

How do I know? 

Let me tell you a true story.

Genuine business partnerships are built on genuine relationships and genuine relationships are built on a deep understanding of a client’s business problems.

"Whoa there Paul!" I hear you say.

"I have enough problems of my own to worry about. Why would I want to take on my clients problems too?"

I understand where you are coming from. We all have our own load to bear.

Why would you go seeking more?

You'll probably not believe this, but you'll make more money from each client and have less client 'churn'.

“We are losing our battle with all that is personal and real about our business. Every day I can look at a list of phone calls only partially returned. Driving home, I think of what was not accomplished, instead of what was accomplished. The gnawing feeling continues.”

This is part of Jerry Maguire’s mission statement from the 1996 movie of the same name starring Tom Cruise. Maguire got on a roll in his Miami hotel when looking at writing a one page mission statement which ended up being 25 pages.
The basic message was that to be successful in business, particularly the service industry, the focus should not be on the number of clients you can attract, but on the strength of relationships and quality of service. In Maguire’s case it was looking after fewer star athletes to better service the athletes he had.

How to get new customers?

Perhaps you won't need to get as many new customers after reading this report.

"What do you mean by immunise my new clients, Paul? I don't get 'sick' clients." I hear you say.

"I don't have any diseases breaking out among my clients."

May I ask you one question?

Are your clients are so happy, they would never be drawn away by a

competitor?

How to attract customers.

Are you aware that you are losing customers to that other rotten lousy guy?

You probably are...

That really annoys you, doesn't it.

You give'em great service, a great deal, and what do they do?

Turn to your competition!

How to improve customer service when they call?

I know . . . it seems obvious.

You'd be surprised at how many small businesses get so busy, and lose this piece of the puzzle.

 How to improve customer service?          

Answer your phone.

Better do that personally, if you're the one, with the answers for the public.

* Ever tried to get a tradesman to come to fix something?

How many calls did you have to make, before someone answered their phone?