what to do after securing your 1st cleint

[C.A.B.s]

Today i have managed after almost a year in trading to secure my 1st client.

Now that i have done this, what is the next step to take and what things should i know / find out about to ensure that my cleint keeps using me and my company in years to come?

Any help or suggestions will be gratefully received and reviewed.

CABS

www.carolinesadminbookkeepingservices.co.uk
email caroline_allen@tesco.net
Tele: 0208 1236795

[Rob]

First of all congratulations ... and achieved after only two weeks on this forum!! No, I'm sure though a lot of hard work has gone in to getting to this stage but clearly you see that the real hard work is now to keep the client.

There is a much quoted research which details why customers don't stay as customers:

- They move away or die - 4%
- Have developed relationships with other companies - 5%
- Moved totally to the competition - 9%
- Dissatisfied with the product or service - 15%
- No regular contact - 67%

You can see from this that the majority of clients move away because they don't feel loved!

So the key to any retention strategy is developing a relationship; you need to build a strong bond between you and the client such that they will never consider going elsewhere.

Here are some thoughts for you:

1. Send a 'welcome' letter to immediately set the tone of your relationship. Outline how you work, what you expect to do for them etc

2. Keep in touch on a regular basis - think about an e-mail newsletter once a month with a summary of any financial news you may have heard

3. Have a formal review session at least once a year where you both look back at what worked and what didn't

4. Ensure there are no hidden surprises re your pricing or turnaround times; essentially make sure you are both clear what's what's so no potentially damaging incidents can occur

5. Surprise them with the odd freebie or gift which is of value to them but has cost you very little. This could be as simple as sending them an article you have seen in a trade magazine - simple but shows you have their interest at heart.

Nothing too onerous here but very effective at keeping customers as customers.

[C.A.B.s]

Hi Rob

Thanks for your kind words, and yes it has been a very long hard struggle to secure my 1st client.

Fortuntely i have the opportunity do more than send them a thankyou letter, and so on, as i will be working on their premises doing thier books on a weekly basis, so as you can image regular contact with them is not going to be to difficult.

However i shall take your advice and sent them a thankyou and welcome letter before the end of the week, once it has been officially confirmed.

CABS:)

[Raja C Hireker]

Hi Caroline,

Congrats on your securing your 1st client.

The first thing that'll have your clients falling in love with you is simply DO GOOD WORK.

Further...

If you haven't realised, TIME is the new money, the more time you can save them, the more invaluable you'll be.

Also, once IN the business, see if you can spot places where certain systems and processes that could be improved.

Whether it's in the marketing, the way the tea is made, or where the white board is positioned - keep your ears and eyes about you and you'll soon see a number of ways a company could improve its efficiency and effectiveness.

Whether you've spotted a few glitches, or even just one, simply say to the owner, whether verbally or via electronically, something like...

"I hope you don't mind, but I've spotted a few things that may interest you. Do you mind if I tell you about them?"

If you've established your relationship, the owner trusts you, they'll more than likely be open to the suggestions you present them.

And it turn, somewhere down the line, don't be surprised if you get a referral windfall from your client.

Hope something helps Caroline.


Raja
Business & Personal Success Coaching / Copywriting
http://Raja-Hireker.Blogspot.com


P.S Track back how you particularly secured this client, and, do more of it.

[lady macbeth]

Congratulations :):):)

My main tip is to think about things from their point of view. If you were them what would keep you using CABS and what would make you look at other services?

I just try to think of myself in my customer shoes - and then try to satisfy what I would want in a way that would still make your business profitable.

Communication is my main bug bear as a customer so as a supplier I always try to be up front with good and bad news and not keep anyone waiting. Doesnt cost me much to do but it shows the company in a good light and my customers trust me. Well I hope they do lol.

Oh and maybe read 'Hug Your Customers' by Jack Mitchell which I love!

Well done on customer number 1 here is to many more !!

Samantha

Good Luck.

[Rob]

Samantha is right about communication (or lack of it) being one of the key factors in destroying a relationship. Misunderstandings can quickly be blown out of proportion and yet so easily solved.

Regular feedback sessions and what is working and what is not is essential.

[C.A.B.s]

Hi

I think you both have very valid points, in regards to communicating with your clients or customers.

This is one reason why i sent a very nice e-letter to them thanking them for their custom.

:)i had an equally nice email back from them, thanking me for the thankyou letter.:)

It makes the customer feel wanted and appreciated and leaves the lines for comminication open in the future.

C.A.B.s
www.carolinesadminbookkeepingservices.co.uk

P.S - CABS is celebrating is 1st anniversary today - 1 yr Trading and going from strength to strength

[cliann13]

Hi Caroline
These have served me well over the years.
I hope you get some value
Best Of Luck
Cliff Bradshaw
TWELVE RULES OF CUSTOMER SERVICE
Rule #1: The customer isn’t always right but he always has the money and
that’s always right for your business.
Rule #2: .If we don't take good care of our customers someone else will.
Rule #3: You are employed by your boss, but paid by the customer.
Rule #4: You determine price the customer determines value. Customers buy value.
Rule #5: It takes months, even years to find a good customer...but only seconds to lose one.
Rule #6: Quality service isn't expensive. It's priceless.
Rule #7: Customers are not problems, they have problems, you have solutions.
Rule #8: Customers pay 20% for the product and 80% for the service.
Rule #9: Customers don’t care how much you know until they know how much you care.
Rule #10: If the customer is not at the heart of your business, the business is suffering a slow coronary and may need a transplant to replace some of the non-working parts.
Rule # 11: The magic of business is people first, product second but service always.
Rule # 12: When customers are king in your castle they will reward you with their richest treasures....more business. Treat you customers like royalty and they will reward you with loyalty

Copyright © C.N.Bradshaw 2005