Sales & Client Relationships
Master the art and science of selling, from building trust to closing deals, while strengthening long-term client loyalty.
Are you the Apple of Financial Services? Part Two
Today, I'll be discussing the second topic in a series about how financial services organizations can emulate Apple, which boasts high customer loyalty and continually impressive sales. While Apple's retail locations and customer support strategy are major factors in its...
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Are You the Apple of Financial Services? Part One
For its products, for its service, for the customer experience it delivers, Apple and its retail stores have been the subject of countless case studies, articles and blog posts. This is the first in a series about how financial service...
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Managing and Navigating Client Relationships Via Email
The written word can be a powerful tool, but it also creates plenty of opportunities for misunderstandings. For better or worse, email has become critical to business operations.
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Four Simple Steps Before Meeting a Client
Every interaction you have with a client is a new opportunity to build client capital and earn that person's trust. With that in mind, it is important to always be prepared for a meeting.
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Balancing Clients and Friendship
We often discuss the importance of trust and friendliness in creating long-term client relationships. A dynamic relationship exists between financial services professionals and the people they serve.
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In Client Relations, Listening is Essential
When you're conversing with a close friend or significant other, it's easy to tell when the other person is not really listening or processing what you are saying. Perhaps they respond too quickly after you finish talking or interrupt you.
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Make Your Client Feel at Home
Think about all the times that you have stayed at a hotel or dined at a restaurant. What establishments have you decided to frequent again and again because of the quality of service.
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Multitask Sales and Service
Staff resources can be tight, particularly in businesses that are just getting underway. Employees are charged with many different responsibilities and may have several different titles in a startup.
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Your LinkedIn Profile Can Be a Marketing Tool
I have discussed LinkedIn in the past, mentioning it as just one of the many social media platforms that you can integrate into your marketing mix. But the professional networking website can serve as much more than a digital business card.
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A Tale of Two Airlines' Customer Service
The airline industry touches hundreds of thousands of consumers, from the high-flying executive to the person traveling standby or coach to visit family. And I bet that every one of them has a few stories of delayed flights, lost baggage or a grumpy seat mate.
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Train Your Employees to Manage Difficult Client Situations
In any business, it's important to accept that there will be times when you or your employees will have a dissatisfied client. But the way you manage disgruntled clients and how you come out on the other end is what...
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In Client Relationship Management, It's OK to Apologize
Some customer service schools of thought suggest that a company should never say "I'm sorry" to an upset client, instead advising representatives to merely acknowledge the problem and work to fix it. While that may be appropriate in some instances,...
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Are You Exceeding Clients' Expectations?
Every time you meet with a client in person, send an email or speak on the phone, you have an opportunity to impress. Are you constantly on the lookout for the needs and demands that your clients feel but have yet to voice.
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Pulling Financial Levers for Better Operations
As I explain in The Entrepreneurial Journey , there are five financial levers that sales professionals must control in order to run their firms smoothly. Product and service mix - Do you offer a wide range of products that satisfy every client's need.
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Reach Out Through Social
Financial services professionals and organizations have been reticent to reach out to and engage their clients through social media platforms. This may be partly due to compliance fears, although a lack of familiarity with the channel could also be to blame.
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