Professional Client Service

Looking from the client’s perspective

• Quality service does not necessarily equal client satisfaction

• Client expectations are they being met?

• The 5 factors affecting client perception

• Why reliability is #1 with clients

• How their influence affects your income

• The 5 expectations of a client that guarantee you future business

• How much is a client’s loyalty worth?



The importance of client respect

• Why it is important to place value on their time

• Regard for their opinions impacts on their decision


Relationships

• Why you need to WIN them over not bombard them

• How to build rapport quickly and effectively

• Why you need to encourage them first

• Why profiling leads to a long term relationship

• How to get unlimited qualified referrals

• Why after management should not mean afterthought


Communication

• The art of the good listener

• What to eliminate from the conversation

• Power words that get a yes

• Why people don’t hear you


Lifetime values

• Why it costs 5 times more to get a new client than to maintain an existing one

• Why loyalty brings unlimited future income

• How to create a loyalty focused culture

• The 4 keys to customer loyalty


How to stop the client drain

• The main reasons why they never use you again

• The 3 keys to establish permanent relationships