How to Win in Client Service

Connector: Your strength is your resourcefulness. You always have some person or some idea that can help solve my situation.

• You leave no stone unturned. I can tell you’re working as hard as possible to find solutions for me, your client. Tell me the steps you’re taking. I need to follow your line of thinking.

• You really listen to my needs. You are loyal to your brand, but what I like about you is that you don’t hesitate to introduce an alternate brand or product if you think it will serve my needs better. I appreciate this because it reassures me that you care more about my satisfaction than filling a quota.

• I like it that you deal with my problems head-on. I sense that you are a resourceful person who will be able to nip my problem in the bud, or who will know the person to call to help me solve it.

• You are effective at offering additional services that you know will truly boost my experience. Be very clear on the benefits and potential drawbacks of these add-ons. The better you get at this, the more I will feel that it is a legitimate enhancement rather than an up-sell.

• You think of me as a person first, a client second. You never forget my name and always make a point of recalling a fact from a previous conversation. This connection reassures me that you have my best interests in mind, because you have paid attention to me. Develop a system—a place to capture names, details, specifics about me and other customers—to hone this talent.

• Make me feel like an insider. When possible, invite me behind the curtain and let me see some of your inner workings. I may not always take you up on the offer but that you trust me this much does not go unnoticed. It will be reciprocated in my repeat business.