Getting More Clients with Professional Service

More-Clients-With-Professional-Service

The other day I was typing away on my laptop. Suddenly it shut off. Oh snap!

I was in Mexico about a month ago and remember seeing a warning on my laptop that my battery was dying a slow death.

I thought it was an error. Turned out it wasn’t.

What type of communication and service are you providing your clients with? Are you making it easy for them to contact you? Are you replying to emails and phone calls promptly?

So now my battery really is on life support. I can still use it when it’s plugged in. I tell my wife, I’m going to see how much it costs to get a new battery. If it’s not much I’ll get a new one. If the cost is high, I’ll just get a new laptop.

I go online and find a few local companies that sell the battery I need.

The first one has a great website. I find the battery I need right away. But there are too many choices. Different options and versions. I’m not sure which is the right one.

So I pick up the phone and call them. Now I’m pushing numbers trying to reach a real person. After a minute or so I’m told the department that is supposed to provide ‘service’ and ‘sales’ isn’t available. So I leave a message for them to call me back.

In the meantime, I find another company and give them a call. A sales guy picks up (at least that’s the department he’s in) and I tell him what I need. He says, “yes, we have that battery.” I ask him a few questions to make sure it’s really the right one. He doesn’t have answers to them. In fact, he sounds like he’s just woken up an couldn’t care less if I buy from him or not. His lack of enthusiasm and poor knowledge of his product leaves me hesitant to buy from him.

I want to give these companies my money. I want to buy what they are offering. It’s hard to buy from them because they don’t pick up their phone or return messages and because they don’t know much about the product they are selling.

Your clients have so much choice these days that if they can’t get a hold of you, or if you take too long to answer, they won’t wait for you…they’ll simply find the next person

It’s easy enough to write an article about how stupid these companies are. Instead, I see great opportunity here.

Most industries, including consulting, are full of companies that don’t care. That don’t put communication and professionalism at the forefront. And they are losing potential sales each and everyday.

In the case of the first company, if they had a human answering their phone, there’s no doubt they’d increase their sales significantly within a month, if not within a week.

What type of communication and service are you providing your clients with? Are you making it easy for them to contact you? Are you replying to emails and phone calls promptly?

Your clients have so much choice these days that if they can’t get a hold of you, or if you take too long to answer, they won’t wait for you…they’ll simply find the next person (your competitor) and see if they can be served faster and better by them.

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  • Pila

    That is so true. It’s like…’sorry to bother you but can I please sustain your business and job by buying from you…’ It’s because they are warped by success or have taken customer service cost cutting too far!

    • http://www.consulting-business.com/ Michael Zipursky

      Nice to hear from you Pila. Yes, it happens too often unfortunately.

  • http://www.devindabney.com/ Devin Dabney

    Great advice in this post. It’s a reminder that I needed to hear because from time to time, I lack communication and follow-up and it costs me dollars.

    • http://www.consulting-business.com/ Michael Zipursky

      Glad it’s helpful Devin.

  • Kimberly Crossland

    You really nailed it when you talked about the lack of enthusiasm. The businesses I want to do business with are the ones that care about my success. They’re the ones that get what it is that keeps me awake at night and want to do what it takes to help me overcome that. Overwhelming websites that do nothing to ease my buying process, and getting answering machines (or worse, a less than enthused salesman) is discouraging, but it’s certainly a great opportunity to learn what we as business owners can (and should) do to shine in our market. Thanks for posting this!

    • http://www.consulting-business.com/ Michael Zipursky

      Kimberly – very well said. Great comment. One company’s oversight is another company’s opportunity.

  • Stefan

    Tragic but true. I also do not understand how these people can think they will survive in their business ventures. My observation is that leadership or the management do not know what the value of personal involvement can do on the operational level. The little men and women that must face the clients are not up to it because management thinks that everything will just happen by itself instead of making the effort to empower their front line with knowledge, enthusiasm and by telling them what the company’s objectives are, and how important the role is they are playing.

    • http://www.consulting-business.com/ Michael Zipursky

      Good comment and insights Stefan!

  • Tim Richardson

    I was in a small town when a houseboat power surge destroyed my power supply. I have an Apple laptop covered by the extended warranty. The small town had a electronic retailer which was an Apple dealer. 15 minutes later I had a new power-supply. No paper work required, the serial number of my Mac was sufficient. That’s added-value service, even simpler than a good website.

    • http://www.consulting-business.com/ Michael Zipursky

      Gotta love good service Tim!

  • Zenzo

    Hi Michael, you really touched an important subject here, my consulting business was born out of the lack of more caring public officials. I had get calls even when on leave, and from people who were outside our jurisdiction because no one could help them. It saddening how companies hope to succeed whilst neglecting this important ‘human touch’, because technology or no technology, we are still human beings, and we need assurance that our choice of business partners / service providers are the best there is the market.
    I liked this blog as it reminded me that professionalism is the only way to grow my business.

    • http://www.consulting-business.com/ Michael Zipursky

      Great to have you as part of this conversation Zenzo. Always good to hear from others that feel the same way.

  • Rob Scherini

    Great points! That being said, I carry a spare laptop battery with me. Cross country flights, client’s office, etc. often drain one. New ones cheap on EBay. “Be Prepared”.

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