As the '“Big Boys" grow and get more complicated, they are likely to forget how personalized business has always been. Most TEAM members will confirm that clients see themselves as part of the family. Largeness often reduces this family feel and makes the relationships with clients more impersonal. As businesses become larger in size and number of locations, and their ownership more corporate, many have not maintained that close relationship that use to exist between client and operator. Many larger owners use Voice over IP to provide call handling services. This lowers their cost of operations. Does it provide higher value and benefit to the client?
We should use this to our advantage. It is important that we personalize everything for our clientele. From birthday cakes to children’s gifts, let's develop a comprehensive program to build personal relationships with our clients.
For example:
"We are like a family here. We have celebrated twelve marriages, fifteen births, and countless birthdays. One way that we are different from other companies is that we value each client and try to make our facility a comfortable friendly environment. Don't get me wrong, we won't invade your privacy, but we do like to get to know our clients and I think that makes a difference."
“Bill, we do things differently here than many of our competitors. For one, we believe that our receptionist is an extension of your business. When Sarah answers your phone, she often knows where you are and if you are tied up or not. This is a more costly way of doing business for us, but we think it of more value to you. Many of our competitors have someone answer the phone from another city. They can’t know you, your clients, or your needs as well as Sarah because Sarah is right there with you. This is a good example of how we see our business model as more “client friendly” than our competitors. They may be bigger, but they certainly aren’t better when it comes to meeting your needs.
How will you as an organization, personalize your relationship with the clients?
Sonny Moyers
sonny@sonnymoyers.com
972-464-4100
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