FEATURE
Managing
Customer Relations
BY MARC PILLAY , CEO , DEVELOP SOUTH AFRICA
When creating a relationship with a customer , there are several aspects that often get overlooked and need to be considered . Here are seven steps to retain customers in today ’ s business world .
Managing customer relations as a salesperson within a business can be hard work , especially for people who are operational and would rather focus on knowing the products or services rather than interacting with customers . Customer relations management is a skill that comes naturally to some people , but to others it may seem like a daunting task .
In reality , people enjoy being around people who are similar to themselves . They might share common hobbies or cultural interests , sometimes points of view or ways of looking at the world . For anyone client facing , it is worthwhile taking this into consideration and establishing common ground with your customers .
Surprisingly , only a small part of creating a connection is made up of what we say . Over 90 percent of our opinion of a person is formed by non-verbal markers , such as gestures , facial expressions , the tone of their voice and body language . These factors all influence the subconscious , and anyone who knows how to make use of this non-verbal communication can convince the person facing them that they are both ‘ on the same wavelength ’. Giving someone this impression creates the trust that you can use positively when interacting with customers in a sales pitch or when trying to resolve a problem .
To make sure you get off on the right footing from the beginning with customers , here are a few tips to help you to be optimal in managing relations for the sake of efficiency and growing your business and its reputaion :
1
Establish Common Ground With Customers And Make A Positive First Impression
Customers want to make connections with people who are interested in them and their business . While professionalism and efficiency is important , it is just as important to take the time to talk with customers ; to ask them how business is going , to comment on things happening around town or in their industry . Asking questions shows interest beyond work and the payment you expect . If you share something besides the work itself , there is a greater potential they will become repeat , loyal customers . Finding this commonality , no matter what the subject , will help kickstart a long-lasting customer relationship .
2
Always Address The Customer Using Their Name
For businesses that work with a lot of new customers on a daily basis , it is important to note that customers want to be taken seriously . Someone who invests money does not only want to receive a product or service ; it is also important to make the customer feel appreciated and on an equal playing field with the sales person . To do this is surprisingly simple : address him / her by their name . By doing this throughout the conversation , not only when you greet them , your communication with them becomes much more personal and ‘ warmer ’.
3
Show Genuine Interest In The Customer
People with experience in sales tend to reuse the same successful approach for all customers . In doing so , it is easy to forget that every business partner is an individual and should also be treated as such .
So , take a real interest in your customers . After all , empty phrases alone won ’ t help you achieve your goal . People quickly realise whether they are being taken seriously or being treated as just another figure on the balance sheet So , approach your customers the way you would someone you know well . The customer will see that you have a genuine interest in them and don ’ t just want to start selling your product right away after only three or four questions .
4
Asking Is Good , But Listening Is Better
Customers who talk a little about themselves will not just feel accepted and taken seriously , but they will also automatically reveal to the salesperson the points of view to which they are receptive and how a successful deal could be achieved with them . All that is required is a little patience and a keen ear .
PG 30 JANUARY 2018 AFRICA PRINT JOURNAL www . AfricaPrint . com