Networking with Current Customers

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Permalink Reply by Karen Bachert on August 28, 2009 at 2:59pm

Great questions, Mark! When it comes to nurturing good relationships with our customers, that one is pretty simple, I think we need to genuinely care about our customers, and when we sell them something, make sure we approach the sale from a "How can I help them to buy?" approach . How can our products/services really benefit our customers/ clients ? What are their needs and wants and ( with today's challenges to our economy), I'd add - "What can they really afford to buy right now? No matter what we do or sell, we need to partner with our customer to help them make good buying decisions.

When we genuinely partner with our customers/clients, it is natural to ask for referrals. It's asking for advise and seeking their help in following that advise. This kind of customer/client partnering relationshi[p leads to helping each other succeed and goes beyond our own individual business.

I appreciate the opportunity to think more about this topic and renew my commitment to do the things that I can do to help my clients be successful.

Karen Bachert

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Permalink Reply by Jim Patton on September 1, 2009 at 12:42pm

Since the vast majority of my customers come from networking, it's a simple matter of moving customers into my network to keep the good relationship with them.

I have a somewhat unique situation that allows me to do an orientation session with new customers to GoSmallBiz. That's the ideal time for me to ask for referrals and recommendations. They've had a chance to get their arms around the product and start to gain an appreciation for it.

Referring business from others to my customers is the best way I can help my customers. That is and isn't beyond what I do for a living all at the same time.

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Permalink Reply by Susan Young on September 15, 2009 at 4:30pm

I think it's part of getting to know your customers on a personal level, and showing that you not only care about their business and helping it grow, but also about them as people. I like to keep in touch regularly through phone, email and personal meetings throughout the relationship. Also, as a marketer, if i get to know my customer's businesses as if I am an employee of their company, it makes it easier and more effective for me to promote their business. Hopefully if I have done my job, the referrals will come naturally, but in some cases I offer to give the client a link from my website to theirs if they are willing to share a short testimonial quote. I also try to pass along to clients opportunities for media coverage, networking events/groups my client might find valuable, or a webinar/seminar of interest, even if they are no longer a client.

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Permalink Reply by Mark Winebrenner on September 29, 2010 at 3:32pm

Thanks for sharing Susan. I assume you have a way of scheduling the touch points you mentioned above as well as documenting feedback. Would love to know more about how you have these scheduled.

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Permalink Reply by Bob Hutt on September 16, 2009 at 5:44pm

One of the best ways, as Rob Moritz in my small group said, to nurture good relationships with existing customer is to "touch" them.

By that I mean, do something to them or for them that they take or receive as a positive or value add. Since I'm in the payroll business, we are "touching" our client 26 to 52 times a year with perfect payroll on time every time. Not even ADP or PayChex can boast of that. My payroll staff are fast. They reply/respond to questions and problems quickly...many times within minutes. Also, we take our customers out to lunch/coffee periodically and simply ask them how we are doing for them and how can we improve.

Regarding referrals...we develop relationships with centers of influence (COIs). COIs are professionals that know our business (payroll, HR and benefits) but aren't in our business, e.g.: CPAs, bankers, labor law attorneys and Property & Casualty insurance agents. These professionals are trusted advisors and their clients listen to them. So gaining the trust of a COI is like gaining the trust of all his clients over time.

Regarding helping customers and prospects in ways other than what we do for a living...this is where social networking comes in handy, e.g.: LinkedIn, PLAXO, TheNetworkonline, etc. Taking the lead for my staff, I advocate taking time to help other people. I have a passion for under/unemployed people. Believers, and especially, unbelievers. Using my social network to connect people to people. Connecting employment opportunities with the unemployed. Being in the payroll and HR business we are somewhat at the pulse of knowing about employment opportunities. Arranging in-person, phone and email introductions between professional people. Being a match-maker and bringing people together over coffee and lunch.

It is fascinating to look at the 1st degree connections in my various social/professional networks and see who they all know. Business opportunities and other gifts of help opportunities are truly only a person away in many cases and social networking can be a powerful tool, if properly used, to help make these connections. Its all about the being good stewards of our resources, glorifying the Lord and pouring out the love of Christ to our fellow man.

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