Gaining new clients usually involves a significant investment of time and money. Yet, prospecting and marketing are two of the most important functions of an internet business, and there’s no ignoring it.
Closing a sale could require making detailed presentations to a prospective client, preparing a sales process and formalising the agreement. These are often the common business activities that you as an owner enjoy most often – it’s also the most productive use of your time!
But selling shouldn’t end after the client signs on the dotted line…in fact, that’s only the beginning of the After-Sale Process.
The After-Sale Process – overlooked, undervalued, and ignored by most internet entrepreneurs
Clients that are happy with the level of service they receive from you are an ongoing, continuing source of revenue for you to tap. Having a client relationship manager work with them on a regular basis could help boost revenue by finding new services they could use, but at a minimum a client relationship manager will help to retain the client.
The role of the client relationship manager is simple: spend time with clients. Put out a phone call, trade emails, create and distribute surveys, analyse the results of all the responses, and measure out what clients like, what they don’t like, and what you can do about either.
And don’t worry – a manager in this position doesn’t have to cost you an extra $100k a year. The client relationship manager could be – and in many cases should be – you! Further, it doesn’t have to take more than a few hours out of your week anyway.
Why a client relationship manager is important
Customers like knowing their concerns will be listened to (even though there may never be a cause for concern). For them, it’s just nice knowing they have someone dedicated to helping them if they need it – and they’re more likely to stick with you business for the long-term because of it.
Satisfied clients could also be an ongoing source of referrals. That’s the least expensive way (and most effective!) to earn new business, and referrals are relatively easy to earn. All it takes is providing the best possible service and delivering exactly what you say you will to clients.
Internet Entrepreneurs who often seek referrals from their best clients by way of an active client relationship manager gain bigger, better referrals more often, anytime the opportunity exists.
Boosting After-Sale Process referrals
Offer a rewards program that gives your best clients a steep discount or free services in return for referrals. These should be more of a tool to remain engaged with existing clients than a marketing strategy, and if they are used correctly, rewards programs can contribute to both client retention and new business.Your existing clients may well be the most valuable asset of your business. Having a strategy to make sure they know that will help your business grow.
Gaining new clients usually involves a significant investment of time and money. Yet, prospecting and marketing are two of the most important functions of a small cleaning company’s business, and there’s no ignoring it.
Closing a sale could require making detailed presentations to a prospective client, preparing a bid, and formalizing the agreement. These are often the common business activities that you as an owner enjoy most often – it’s also the most productive use of your time!
But selling shouldn’t end after the client signs on the dotted line…in fact, that’s only the beginning of the After-Sale Process.
The After-Sale Process – overlooked, undervalued, and ignored by most Internet Entrepreneurs
Clients that are happy with the level of service they receive from you are an ongoing, continuing source of revenue for you to tap. Having a client relationship manager work with them on a regular basis could help boost revenue by finding new services they could use, but at a minimum a client relationship manager will help to retain the client.
The role of the client relationship manager is simple: spend time with clients. Put out a weekly phone call, trade emails, create and distribute surveys, analyze the results of all the responses, and measure out what clients like, what they don’t like, and what you can do about either.
And don’t worry – a manager in this position doesn’t have to cost you an extra $100k a year. The client relationship manager could be – and in many cases should be – you! Further, it doesn’t have to take more than a few hours out of your week anyway.
Why a client relationship manager is important
Customers like knowing their concerns will be listened to (even though there may never be a cause for concern). For them, it’s just nice knowing they have someone dedicated to helping them if they need it – and they’re more likely to stick with you business for the long-term because of it.
Satisfied clients could also be an ongoing source of referrals. That’s the least expensive way (and most effective!) to earn new business, and referrals are relatively easy to earn. All it takes is providing the best possible service and delivering exactly what you say you will to clients.
Remember this can develop an additional source of revenue for you!Until Next Time! Yours in Success!
Scott Dwyer
