Do you remember when to communicate with clients; you visited them or picked up the phone? Business was done in a much more personal way back then. Letters and notes were commonly hand written and if it was official we may have type written it. Back then clients were loyal and your friend.
One day a new invention changed the way we do business. The fax machine allowed us to communicate faster without leaving our office. The ability to send copies of documents streamlined the process and saved time. After the fax was around for awhile I would think to myself. How did I ever get along without it?
About the same time as getting my first fax machine the personal computer hit the scene. I was soon able to print out quotes and letters. I found the computer to be a wonderful addition to business. No more handwritten notes or cards. I could print out letters or price lists and fax them to a client. Wasn't technology so wonderful? How did we ever do business before computers?
I did notice that clients seemed to be less loyal and shopping around more than in the past. Customers are changing; what is wrong with people?
After a few more years the next big innovation came; the internet. At first it was a novelty. It became a place to sit and waste time in chat rooms and bulletin boards. Soon we got e-mail. How cool, we can do most of a transaction without leaving our desk. My clients can shop on the internet and e-mail me if they find a home they like. I did notice that more of the clients were slipping away. Hmmm... no loyalty, what is wrong with people?
Is this how you feel? Well let me suggest that the customers aren't changing, the way agents do business is. How much loyalty have you earned if you sit behind a computer screen and e-mail everything to your clients without any personal contact?
You need to earn clients loyalty. Let's start by picking up the phone a little more often. Hand writing notes and thank you cards. Hand delivering documents once in awhile. When you meet a client for the first time; think about ways to create personal follow-ups.
The next time you think to yourself: how we ever got along without the internet? The answer is quite well and in some ways much better.
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