Running a business or practice can be a daily challenge. Everyone else seemingly does it so easily, so why does it sometimes seem like so much hard work? Business owners don’t always have someone they can turn to for answers to daily frustrations, which is why more and more are looking to find a business coach. The most common issues revolve around people, money and time. In particular, the lack of it. This question and answer series of articles provides scenarios for practice and business owners to find answers to those frustrating situations.
Q: I have a great sales person who looks after the majority of my clients, however I feel as if I am losing personal contact with them. They don’t know who I am and if she leaves, she could very easily take some of them with her. How do I reconnect with clients without overstepping what my salesperson is doing?
It would seem that the current client loyalty is with the salesperson rather than the business. Therefore, your task is twofold: build customer loyalty to the business (rather than you personally – because that will inhibit your growth), and get everything that happens in the sales area onto paper in the form of a system.
It’s not so much that you need to reconnect with the clients, more that you need to connect the clients with the business so that they associate the service they are receiving with the business name not just the salesperson.
There are several ways in which you can reconnect and also offer them added value service. Set up a regular form of communication with them, such as a letter or email newsletter from you. Institute a bi-annual or annual review of their portfolios at which you can become involved together with your salesperson. Develop a status report on the property market in your state and nationally for the past and future six months and discuss the ramifications for them of the near term trends. Offer seminars on similar subjects. In this way, you are letting them know who you are, and affirming your credibility and that of your company, and giving them more reasons to stay with the business, not just the salesperson.
Watch for Part Seven…coming next week!
Until next time…
P.S. Learn more about working ON your business–talk to the coach! Click here to connect with me!