Even if you’re having a rough day, an important thing to keep in mind when dealing with your clients is, People don’t always remember what you say or what you do, but they will remember how you made them feel. Some people believe that the key to a successful business is attracting new customers.  However, working to improve the relationships with your current clientele, may prove to be just as, if not more beneficial than spending countless hours trying to hook new customers. 

Here are a few tips to help your sales team improve their customer service skills…

• Exceed expectations – Respond quickly to all client questions, comments and complaints.  Often, those who take the time to give you feedback are the most loyal clients.  If your team can resolve complaints quickly this will build trust and respect.
• Be Proactive – Although cancellations are a major performance indicator, it is important to understand why your clients have gotten to this point.  Are your rates too high?  Is your renewal process too time consuming? Are you not spending enough time on the account or on the phone with the client?
• Get feedback wherever you can – Whether you like it or not, social media is a huge part of most people’s day-to-day lives.  It may not be the most traditional way to gauge how a client feels about you, but if they leave any feedback regarding your agency on a social media platform, it is worth looking into.
• Re-Vamp your ‘Thank You’ – Most companies today have an automated email or webpage that thanks new clients for converting to their agency.  This can become very monotonous and distant.  Rather than using a single page to confirm the action, try calling the client and thanking them while informing them of other products or services you have to offer.
• Engage your customers – Reach out and create dialog to become more than just another email in their inbox.  If you take the time to listen to your client’s feedback from phone calls, cards, letters, emails and social media, it will set you apart from the rest!

Making client retention a company-wide priority will help take your customer loyalty to the next level!

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