If you are seeking ways to super charge your business and to separate yourself from the competition, there is no better way to do that than to take extra special care of your customers. In today’s Super Charge Sunday, my special guest Yvonne A. Jones, The Client Relationship Expert, shared some great insights to help you do just that.

Here are her five tips that will assist you in the process of having more productive client relationships:

1. Say Thank You and Be Generous with Your Praise  - It shows acknowledgment, sincere appreciation, and that you value your clients.  Find ways to say thank you, for example:

• Write “thank you for your business” on invoices and receipts.
• Send a thank you card – at random times – celebrate progress; at various points of the year and also at high points
• Give verbal appreciation with specifics – e.g., you always take action or you did something particularly well

2. Be authentic and Build the emotional connection - Seek ways to deepen your bond with your client. There are many benefits to this:

• It creates customer loyalty and increases customer retention – A 5% increase in customer retention can increase profit from an extra 25% to 95% – customers will buy more of your services or products – Acquisition value vs Lifetime value (LTV), e.g., $500 to acquire and LTV is $14K
• Learn what the client needs – know the client expectations and then you can meet and exceed them. Be willing to go the extra mile and endear yourself to your clients and find out what else can you do to make their lives better and easier. Some corporations that excel in this area include the Ritz Carlton by empowering their employees to use their judgment to make decisions in the best interest of their client

3. Keep Tabs on Your Clients (listen to what is not said) without Being Intrusive (or nosy) - this includes being mindful and aware of client needs and being observant.

• Reaching out to clients to see if they are ok based on your concern of something you observed
• Seek opportunities to show that your clients are important to you – shows genuine care and interest
• Record key dates of doing business with each client – e.g., send anniversary cards

4. Show you care by giving a gift - taking the time to extend special consideration to someone adds that extra touch

• Gifts do not have to be expensive – gift ideas: gift card, journal, picture frame, book, a plant, flowers
• Wrap with care and add a special touch – it will bring a smile that says you care
• Acknowledge Holidays – consider this part of your marketing expense, or better yet, “relationship support”

5. Make your customers feel valued – this is an essential ingredient in the client nurturing process

• Ask for their input with open-ended questions – avoid yes, or no; leave room for elaboration
• Find out if there is anything missing
• What would make this a better experience for them
• Listen and implement their feedback – then thank them for their feedback
• Ask your clients about their goals – SMART goals: Specific, Measurable, Attainable, Realistic, and Timebound

To listen to the Super Charge Sunday interview with Yvonne, click below. Join my Facebook Group Super Charge with Emily to participate in the discussion.

Check out Yvonne’s upcoming program starting on April 13, 2021 “Become the CEO of Your Business with Courage and Confidence” – visit her website to sign up!

Let me know your thoughts in the comments and let’s keep the conversation going. I invite you to download the Super Charge Checklist and Sign up for Super Charge Weekly email newsletter to keep informed of interesting topics and events.