Five Steps to Take For Your Client Meeting

Reliability.  Show how you can keep promises and prove the reliability of your people, services, and customer experiences.

Responsiveness.  Customer responsiveness involves all the “touches” a client has with your company from the point of your initial contact until well after the sale has been completed.  Responsiveness needs to have an element of value as well as just being “available.”

Assurance.  If you want clients to stay then you have to assure them they have made the right decision to do business with you; you are going to be there to assist them if they have any difficulty; and you are going to hold your organization and its people accountable to ensure that the job gets done.

Empathy. “I feel your pain.”  Whether you really did or not isn’t the issue.  Your client has to believe that you understand and empathize with their situations.

Tangibles.  Too often, we merely “do our jobs” or perform our services and assume the customer will remember that we executed our tasks with professionalism.  Ask yourself and important question, “Did we leave behind a trail of tangibles, creating a compelling customer experience?”