How to Win in Client Service

Teacher: Your strength is that you help me discover something new about my situation.

• Always seek to find opportunities to teach me. Say, “You’re using X, but Y will work better for you. Here’s why . . .”

• If there is a shortcut or a work-around for an issue I’m having, show it to me. When you have advice on how I might use my product or service more effectively or efficiently, share it. This learning breeds loyalty.

• Ask lots of questions to discover my level of expertise with the product, and then teach from there. Reassure me that whatever knowledge I have is a perfectly good place to start. This will keep me from feeling naïve.

• Give me an opportunity to show my knowledge. I’m more apt to listen and learn once you’ve acknowledged my expertise.

• Share your expertise regularly. Look for ways to stay in contact with me, to inform me of product changes, new offerings, and opportunities to learn more about what I’ve purchased from you. A monthly newsletter, or a weekly blog, for example.

• You leave me feeling as if I’m better off after interacting with you. I am more knowledgeable and more confident. Most importantly, I know I have a trusted resource to call if I run into future issues.