Inform clients about products, services & create sustainability

In some cases, especially where sales are concerned, we tend to be reluctant to give out information about the product in fear that a client might hold back. However, when we are up front, honest and forth coming with information not only do we close a sale but we also build trust in the process. And that's what's going to keep our clients coming back for more.

Transparency is key

Two years ago I took out car insurance with one of the respectable insurance companies in Mzansi. To its credit it offered excellent customer service, the agent was polite, helpful and patient. When I asked them to call me at a certain time, they did just that.

However, it was not long before all that hard work went down the drain. The sales agent held back on the major part of the agreement, payment. I remember asking her, was that all I would have to pay and she replied "yes mam" and I gave my million dollar signature and concluded the transactions. Unfortunately for the company, when I found out that I was charged double for a payment the agent told me I only had to pay once I cancelled my agreement with the company. Management followed up to apologize but I did not know what else they were not telling me and I was not going to stay and take that chance. Conclusion of the story: the company missed out on not just one, but six potential car insurance clients, not to mention home, business and life insurance contracts... you do the math.

own your products & services

Own your products and services and in return you will have a good chance at owning your clients too. Trust is not only limited to romance but it is the foundation of every relationship - including business. For the trust I earned amongst my friends, family and peers I have found myself wearing many hats, from having been a doctor, counsellor property agent, car mechanic to a business advisor. Altogether, I know that I am not qualified in those fields but they say one thing, "I know I can trust you".

Often, we neglect the clients in front of us, rushing to the next one in line. However, I strongly believe that if we paid full attention to the clients we already have we would have more chances of keeping them.

Points to take into consideration

• Make sure the right clients are purchasing the right products.
  
• It is our responsibility to keep clients informed on the changes and/or improvement of our products and services. Some businesses do and some just don't bother.
  
• When you do not have an answer to a problem, tell the client but try to find the the answer for them. Don't leave it at "I don't know..."
  
• Tell your staff what is expected of them and encourage them to make their own decisions.
  
• Empower your staff with knowledge and encourage them to take their own initiative.