Turn Clients into Fans at Your ALLIANCE Center

In our current downward economy, defining and focusing on your business's priorities is more important than ever. There are countless aspects to running a successful ALLIANCE center - from staff training to general management, taking care of your web site to promoting your virtual office services, and scheduling and keeping appointments. With so many different parts to your business, how do you figure out what is your foremost priority?

The answer is simple. To be successful, you need to have satisfied clients. To keep customers happy and at your center, you need to do everything in your power to help their business succeed. Your greatest priority must always be your customers and their needs. Here are some steps to follow to turn your ALLIANCE center clients into loyal fans.

Get to know their needs by getting to know them.

In order to serve your clients well, it is critical to understand them. Talk to them and keep in close contact so that you can anticipate their needs. Find and provide the services and solutions that will best fit their situations. Show them that you take interest in their business and that you want to keep them as long-term customers.

Learn about your clients' demographics and buying habits.

• Do they travel frequently for business? Perhaps the ALLIANCE ACCESS program would benefit their out-of-town meetings.
• Do you know that they want to upgrade their company website? Offer them your exclusive ALLIANCE web team connection through ABCN Media.
• Do they have special shipping needs? Find the quickest and cheapest options available.

Show them that you are more than just a service provider - that you are actually a partner who is genuinely interested in seeing their business succeed.

Provide your team with the foundation that enables them to put your clients first.

We know that building a great team starts with hiring the right people and giving them solid training. The behind-the-scenes work you perform preparing your team is critical to the success of their face-to-face interactions with clients and prospects.

• Arm them with customer service skills and a company mission statement that centers on your clients.
• Create accountability within your team to ensure that the proverbial ball doesn't get dropped.
• Enable your team members to provide on-the-spot solutions for problems as much as possible.
• Teach them to treat "smaller" clients with the same enthusiasm and interest as they would a "big" client.

Make providing excellent customer service the goal of every team member.

Many times we neglect the less obvious aspects of customer relations and focus only on the front line personnel. Your center's receptionists and sales teams are not the only staff members who must hold excellent customer service as a priority in their day-to-day dealings. Think beyond that basic contact level, and create a team that thinks of your clients first, in everything they do.

As a manager, it's important not to hide behind your desk, away from your center customers. Providing excellent customer service is not just about face-to-face interaction with clients; it is about doing everything in your team's power to help them reach their goals. If everyone from the owner of your center to the maintenance staff can focus on putting your clients first, you are guaranteed to make a positive impact on your their business.

Turn problems into opportunities.

Make your clients happy and help them meet their goals, and they will help you meet your revenue goals by remaining loyal customers, bringing you new clients and opportunities. If someone at your center has a problem, do what you can and do it quickly and you will earn their gratitude. If it's a problem with your center or one of your services, apologize, correct the issue, and provide a perk or compensation to make up for the inconvenience.

Learn to look at different situations and find the opportunity to provide excellent service every time. Ask for feedback and figure out ways to correct issues mentioned in negative reviews.

Conclusion

If your center does not always act in the best interests of your clients, you will not retain your customers. But get to know them, anticipate their needs, and support them so that they succeed, and you will succeed as well. Remember that the way you treat your clients is one of the best ways to market your product. Train your team to be committed to putting them first. Go above and beyond for your customers, and you will reap benefits. Exceed their expectations and turn them into fans.

For a full discussion on how you can train your staff and yourself to turn your clients into fans, contact The ALLIANCE Academy's Executive Director, Susan Smith by email or by phone at +1 (678) 641 4467.