Even though you have sealed the deal with your client, your job isn't over yet. By managing your client's expectations, you will be able to make the most of your new relationship. According to Mr Dave Mattson of Sandler Training, by working together with your client, a long and lasting relationship can be built by having clear communication and increased transparency.
Setting Clear goals
It is important that both the salesperson and client are both working to achieve the same goals. If this is not the case, it may not lead to a fulfilling relationship. By both parties being on the same page, you will be able to correctly direct your efforts.
Clearly defined goals are useful to redirect clients who have a last-minute new idea or wants to take a different course of action. By referring to the earlier agreed-upon goals, everyone to not be side-tracked and to be focused on achieving targets.
Introduce your team
The client has already said yes to your proposal, and you have already agreed upon the goals, so what else can you do to boost engagement and build greater trust? By allowing your client to meet your team or your back end staff. This allows your client to see who the people are that will be working on their account. This will increase their confidence in you, from the get-go, and in your capability on delivering on what was promised.
Spend more time on communicating
It is best to avoid a situation where the client is the one who always has to contact you for an update. This may lead to the client feeling that they are constantly having to hound you and that you are not on top of your work.
Being proactive in your approach to communication will ensure that you are giving regular and timely updates to your client. This will put your clients mind at ease and make them more comfortable to be working with you.
It is important to note that communication is not only just about communicating details and schedules and statuses. It is also about rapport building. Connecting on a personal level allows for stronger connections to be built between you and your client. Whether it be about sports music or shared experiences in life, these are great common topics to converse about and build rapport.
Promise Less, Deliver More
It's old, it's cliché – and it's true. Under promising and over delivering ensures your clients are delighted when they work with you. Build in a cushion when it comes to both time and budget. If you complete things more quickly than anticipated or for a lower cost, your client will rightfully be pleased. Promise too much and then deliver late and you’ll have an unhappy client.
Taking the time to educate your client about your process, inform them of what is going on and checking in with the right amount of frequency can help you strike the right balance when it comes to your relationship.
Read more from Mr Mattson here.