Many business owners will agree that the interaction with their clients is paramount to the life of their business. Whether it is a client-provider relationship in the medical field or a customer-seller interaction in business, managers and employees must have the skills to make these interactions go smoothly.
Clients need to feel respected, have their questions answered fully and expertly, receive all the appropriate information available to them, and feel as if the interaction left them better off than when they entered your business. This interaction can be enhanced through employee training in what is often referred to as offering incredible customer service.
Your Client is Your Customer – Treat Them That Way
Your client is the customer and you always want them to walk away from the interaction satisfied and willing to seek out your services time and time again. There are a few ways to enhance the client interaction and help ensure a successful outcome more often than not.
Hopefully your employees are internally motivated to be a collaborative team, not a competitive one. When all employees are working together for the common goal of successful client interactions then there will be a sense of helpful harmony felt throughout the workplace. Competition is good, but it is best kept outside the company aimed at those competing for your sales. A good manager knows that they are meant to be a leader, coaching their team to embrace their roles as alternating between “star” and “supporting player”.
Every Members of Your Team Can be an Asset
Every member can be a valuable asset in that smooth client interaction whether it is through setting up the meeting, or clinching the sale. Don’t forget to reward that collaboration by sharing the increase in profit margins when possible. They might not be competing against each other, but they should know that their efforts at helping your business grow are appreciated.
As previously mentioned, the client interaction can be as important to the medical field as it is in the sales. Patients are clients as well, choosing your health care facility not only on the provider’s expertise but also on the interactions they get from the receptionist, the counselor, the nurse, or the office assistant.
Every interaction between the provider and the client is potentially one that can lead to growth through their commitment to your facility as well as referrals to family and friends. Your interactions will only benefit from the staff’s conveyance of how important each and every patient is to the facility. Counseling is an effective way to make sure all the needs of your patients are being met in a satisfactory way.
This Process is Key to Client Retention
Regardless of the field you are in, training management and staff in the ways of effective client interaction is the best way to achieve client retention. Many training programs exist to help roll out a successful program in your company, many being interactive and easily tailored to your specific needs. These can come from within the company or with the help of outside experts, such as Client Interaction, a company offering customized training programs to help you achieve productive client interactions.
Are you thinking about offering your employee’s client interaction training?
If you would like to find out more about how focusing on client retention
I invite you to contact me. I have been helping professional service providers such as CPAs, attorneys, and financial services providers focus their business development efforts on profitable micro-niches for over 10 years. If you would like to find out about how a narrow focus and the pursuit of the right kind of clients can lead to big results and increased profitability, email me at email@example.com.