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client service: Move Beyond Promotional Advertising Specialties Products - 12/07/09 06:09 AM
Promotional advertising specialties products are intended to serve as reminders of you and your services.
But do prospects and contacts really want these things?
Promotional advertising specialties products are items such as a bags, calendars, baseball caps, pens and similar items that businesses give to prospects, clients and contacts. They carry your name, office and contact information.
Intended to serve as reminders of you and the services that you provide, these items are also known as 'advertising novelties', 'promotional products' or simply 'trinkets & trash'.
You can include these things in mailing to clients such as surveys and newsletters.
Since they add … (7 comments)
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client service: Good Marketing Whets Prospects' Appetites - 08/03/09 07:34 AM
Marketing means different things to different people.
To most sales people, marketing and promotion mean much the same thing.
Regardless of which term is used, it refers to virtually everything that is done to promote a business.
Unfortunately, this understanding ignores the importance of two elements that are critical factors in successful marketing.
Marketing Includes Research
Market research allows you to identify who and where your clients are...as well as what they need, want and expect from you.
Without this knowledge, it would be difficult, if not impossible to prepare promotional activities that connect effectively with prospective clients.
By default, … (2 comments)
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client service: 5 Reasons for Firing A Client - 07/30/09 07:12 AM
In challenging markets...like the one we currently face...it's difficult to find new clients.
Why would you even consider firing a client?
Purely and simply, even the best client relationships can turn bad...and when they do, it's time to end them by firing the client.
Most of us are too busy to allow deteriorating client relationships to drain time and energy from attracting new clients and serving existing clients. With that in mind, here are 5 reasons for firing a client.
1. Perfection Obsession
These are the buyers who are obsessed with finding a perfect home, in a perfect location and … (175 comments)
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client service: Cover Letters Help Promote You To Prospects & Enhance Relationships With Clients - 07/22/09 06:12 AM
In our rush to keep up with the latest technological advance, we often miss the marketing potential of existing practices.
Missed Marketing Opportunities
Take for example the practice of sending cover letters.
In traditional business practices, the sender's file copy (remember those?) of the cover letter served as a record of what was sent and when it was sent.
The cover letter itself often explained what was enclosed and provided instructions as to what to do with the contents.
Now, documents and paperwork are frequently just inserted into envelopes and mailed.
Sometimes the sender attaches a business card...sometimes an … (4 comments)
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client service: The Whole Is More Than The Sum Of The Parts - 07/13/09 06:46 AM
Another summer weekend of diverse special events and festivals in Toronto.
A Rich List Of Diverse Events
The marquee event...and without a doubt the noisiest...was the Honda Indy, an Indy-car race on the streets in and around Exhibition Place in west end Toronto.
This was a featured sports event on the ABC television network.
Several miles east, at city hall, there was the Toronto Outdoor Art Exhibition, which featured the works of 1000 visual artists.
Two subway stops north of the art exhibition, Aftric-fest showcased the food, music and culture of a variety of African countries. And throughout the city, … (1 comments)
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client service: Keep It Real—Go Off-Script - 03/22/09 07:20 AM
Most prospects and clients prefer interacting with real people who are not meticulously following a carefully prepared script.
A Misrouted Router
A couple of days ago we doubled our home computer capacity. It's not really as impressive as it sounds....we just acquired another computer.
To provide Internet access for the new addition, we also bought a router....which Dennis, the young man in the computer store, set up for us.
Unfortunately as a result of a misunderstanding, he set the router up for a different Internet provider than the one we use..so the new set-up was not as plug and play as … (5 comments)
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client service: The Win-Win Of Satisfying Clients - 02/10/09 06:06 AM
Satisfying clients generates satisfaction for you. It also generates new business.
Customary Good Customer Service
Over the weekend, we discovered a minor but frustrating incident involving the family car.
A dashboard warning light indicated that it was time to add fluid, but it was not immediately obvious from the icon where the fluid was required.
A show-and-tell with a mechanic at our highly trusted neighborhood garage indicated that yes indeed fluid was required...but first engine repairs had to be completed.
The two mechanics who run this garage have worked their magic before by bringing a seriously disabled vehicle back to … (1 comments)
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client service: As Trusted Advisors, Real Estate Agents Are Great Connectors - 02/08/09 07:55 AM
As a real estate agent you have a unique advantage over most other providers of professional services.
With the ability to gather more useful information, you can satisfy clients better and attract more new business.
Your Unique Advantage
Once recognized and effectively used, this advantage can expedite your development as a trusted advisor...and help you attract more new business.
Unlike professionals like lawyers, accountants and financial advisors who work mostly in their offices...your workplace is the community that you serve.
When clients need legal advice they go to their lawyers' or attorneys' offices. When we need financial advice we go … (1 comments)
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client service: Trusted Advisers Are Friendly But Not Necessarily Friends - 02/07/09 06:51 AM
Your clients expect information, quick follow up, an industry expert, and a good deal.
Best Friends
Some time ago, a first-time home buyer asked me to recommend a real estate agent. Neither she nor her husband knew any agents. About all they knew about real estate agents was that they helped people buy and sell homes.
In response to her request, I contacted a very experienced and well-respected agent.
After explaining the situation to him, I emphasized that what I was looking for was an agent who had the time and and expertise to guide these first-time buyers through the … (7 comments)
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client service: How Story-Telling Helps Sell Homes - 02/05/09 07:01 AM
Story-telling can help clients buy and sell homes.
Norm's Story
I met Norm in the mid 1970s when I moved to the community in which he had lived for many years.
In his community, he was considered more of a 'house-finder' than a real estate agent.
Norm never relied upon properties listed for sale...either in the local real estate board's listings or by the owners.
Instead, he found homes for buyers that were not on the market. In many cases, the owners had not even considered selling their homes until Norm introduced them to the prospective purchasers.
When he met … (8 comments)
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client service: Good Marketing Whets Prospects' Appetites - 02/02/09 06:29 AM
Marketing whets prospects' attitudes for the service that follows.
Marketing means different things to different people.
To most sales people, marketing and promotion mean much the same thing.
Regardless of which term is used, it refers to virtually everything that is done to promote a business.
Unfortunately, this understanding ignores the importance of two elements that are critical factors in successful marketing.
Marketing Includes Research
Market research allows you to identify who and where your clients are...as well as what they need, want and expect from you.
Without this knowledge, it would be difficult, if not impossible to prepare promotional activities … (5 comments)
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client service: What You Do Says More Than The Words You Speak - 01/26/09 06:24 AM
Clients and their information are valuable assets. If you want to grow your business, respect this value.
Rob's Practice
Rob is a fully qualified and licensed professional.
In December, 2007, my wife was referred to him for assistance on a matter that was within his service area. When she returned from the meeting, she told me about the experience.
The conference room in which the meeting was held also functioned as a file storage area...every horizontal surface about floor level contained stacks of files.
There were also stacks of files around the outside of the room and all but one chair...presumably … (5 comments)
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Larry Easto
Toronto,
ON
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